• Assist with the selection, installation, and maintenance of enterprise applications • Assist with coordinating vendor and internal stakeholder activities for assigned projects and IT requests.• Adhere to change control policies and utilize standard change management processes.• Participate in downtime, communication, and recovery process planning for application environments.• Evaluate, design, and implement business process improvements.• Lead internal and customer-facing… Show more • Assist with the selection, installation, and maintenance of enterprise applications • Assist with coordinating vendor and internal stakeholder activities for assigned projects and IT requests.• Adhere to change control policies and utilize standard change management processes.• Participate in downtime, communication, and recovery process planning for application environments.• Evaluate, design, and implement business process improvements.• Lead internal and customer-facing technical knowledge management.• Architected a scalable and user-friendly SharePoint site which includes workflow automations using Power Automate. Show less

• Provided third-tier support for enterprise applications following ITIL practices.• Collaborated with internal stakeholders and outside vendors to evaluate, implement, and support technology systems integrated with two casinos, a hotel, and other tribal community businesses. • Created and maintained system documentation of procedures, guides, and diagrams.• Verified application compliance including HIPAA, PCI, and MICS.• Collected and reviewed system logs and MS SQL queries to… Show more • Provided third-tier support for enterprise applications following ITIL practices.• Collaborated with internal stakeholders and outside vendors to evaluate, implement, and support technology systems integrated with two casinos, a hotel, and other tribal community businesses. • Created and maintained system documentation of procedures, guides, and diagrams.• Verified application compliance including HIPAA, PCI, and MICS.• Collected and reviewed system logs and MS SQL queries to troubleshoot incidents.• Contributed to overhauling knowledge management practices and procedures.• Led the administration and migration of self-hosted SharePoint to SharePoint Online.• Automated business processes using Microsoft Power Automate. Show less

• Led a team of nine full-time staff providing application and technology support for University of Iowa Hospitals and Clinics (UIHC), including facilitating team meetings, hiring, performance reviews, mentorship, and other supervisory and administrative duties. • Created and administered the Help Desk team’s SharePoint Online intranet site.• Managed requests and incidents through phone calls, emails, in-person visits, and an enterprise service management and ticketing system… Show more • Led a team of nine full-time staff providing application and technology support for University of Iowa Hospitals and Clinics (UIHC), including facilitating team meetings, hiring, performance reviews, mentorship, and other supervisory and administrative duties. • Created and administered the Help Desk team’s SharePoint Online intranet site.• Managed requests and incidents through phone calls, emails, in-person visits, and an enterprise service management and ticketing system (Cherwell).• Communicated outages and service changes via email broadcasts and customer portal alerts.• Assisted with the support plans and implementation of new systems and upgrades.• Led an internal documentation overhaul project to organize, enhance, and update the division’s knowledge base.• Created, maintained, and enhanced technical documentation and standard operating procedures.• Used custom built Cherwell searches and Cisco reporting tools to collect and analyze metrics of three Service Desk teams.• Planned, developed, tested, implemented, and documented ticket and workflow automation using Cherwell’s one-step functionality to improve the speed and accuracy of ticket creation, resolution, and escalation.• Performed intermediate and advanced IT troubleshooting to UIHC health care providers, medical students, and staff. Example services included support and configuration of: M365, printers & scanners, Epic (EMR), MDM via AirWatch, network & telephony equipment, Citrix XenApps, and more Show less

Associate Team Lead of the HCIS Help Desk. In addition to the previous IT Support Analyst role, I provided second-tier support for internal IT support staff. I held team meetings to identify strengths and areas for improvement. I performed quality assurance for customer service and technical assistance provided by the team. I lead an internal documentation overhaul project to organize, enhance, and update the division’s knowledge base.

• Provided IT support to UIHC staff including health care providers, environmental and guest service staff, medical students, and business administration staff• Example of systems supported include Microsoft Windows 7/10, Microsoft Office 365, Mac OS X, Citrix, iOS, Android, printers, and Epic• Diagnosed and troubleshooted network connectivity for both wired and wireless technologies• Provided first tier help desk support over the phone, email, and in person, requiring excellent… Show more • Provided IT support to UIHC staff including health care providers, environmental and guest service staff, medical students, and business administration staff• Example of systems supported include Microsoft Windows 7/10, Microsoft Office 365, Mac OS X, Citrix, iOS, Android, printers, and Epic• Diagnosed and troubleshooted network connectivity for both wired and wireless technologies• Provided first tier help desk support over the phone, email, and in person, requiring excellent oral and written communication skills• Provided front-line support to staff members utilizing the Epic electronic medical record system• Assisted with creating and updating documentation of problems and procedures Show less

• Provided support for the company’s proprietary SaaS web site Content Management System, email hosting, and performed hardware and software troubleshooting. • Performed minor HTML, CSS, and PHP website updates.• Helped manage projects from inception to completion, including collaboration with clients and internal departments.

• Provided IT hardware and software support to all Workiva employees• Administered user permissions and application access necessary for job duties• Assisted with implementing and modifying Jira ticketing system workflows

• Worked part-time while a full-time student• Supported over 1,200 members of the college using an enterprise ticketing system• Set up and installed a wide range of software and hardware• Provided excellent customer service when handling walk-ins, emails, and phone calls