• Leveraged advanced knowledge of cloud technologies (Azure, M365) and systems administration to resolve complex technical issues and provide Level 2-3 support for our multiple products.• Performed SQL Server Database Administration, overseeing maintenance plans and user administration for Viewpoint product suites, and Microsoft SQL Server.• Applied a solid understanding of networking concepts and terminology, including routing, gateways, and VPN configuration, effectively troubleshooting connectivity issues. Azure Virtual Desktop application publishing and troubleshooting, hilariously enough icons can be a huge issue. • Utilized monitoring and analytics systems like New Relic and Ninja RMM, proactively identifying and addressing performance bottlenecks to enhance system efficiency. Let's face it, graphs are great for just about everyone. Any way that we can make this a little less abstract is a great starting point to communicate information about system health. Creating dashboards in New Relic and utilizing the NRQL (New Relic Query Language) is a great tool.• Client Support: Provided telephone and internet support, assisting customers with system configuration, software functionality, performance optimization, and hosted services to deliver exceptional customer service during a large scale migration.• Knowledge Base Development: Created Knowledge Base articles in Salesforce to document troubleshooting steps and common solutions, facilitating self-help for customers and peers.• Technical Documentation: Meticulously documented customer support calls and issues in the CRM system, ensuring that feedback was available for the development team to address defects.• Cross-Department Collaboration: Collaborated with various departments to provide technical assistance, contributing to a seamless workflow across the organization.

⋆Attended Bootcamp at PDX Code Guild for Python based Full Stack Development (Python, JS, CSS/HTML)⋆ Successfully founded and managed a company specializing in integrating digital technology into the lives of users, while providing education on cybersecurity and increasing overall confidence with technology.⋆ While not initially our target audience, people over the age of 60 were very interested in our services. We pivoted using modern technology alongside older technology. Many of our conversations centered around the perceived temporariness of the internet, and how it's actually quite the opposite.⋆ Adopted a personalized approach to integrating technology into users' lives, by conducting short interviews and identifying areas for improvement. I found that the goals for most of our users were establishing goals. They did not know what they did not know, and this was the genesis of their fear.⋆ Implemented a user-centric method of education, using clear and accessible language and practical metaphors to empower users with the confidence to effectively utilize technology. I cannot reiterate how important metaphors are for teaching.⋆ Achieved a 100% success rate in helping users master various aspects of technology and integrate it into their daily lives. In my post-service surveys, 100% of our customers were satisfied with our services and would recommend us to their family and friends.

My 6 month contract ended at Pacific Office Automation, so I have been:Finding a way to combine thousands of hours of clinical experience (in scrubs!), thousands of helpdesk tickets resolved, and my love of privileged access management and their controls.Studying daily for my CompTIA Security+Crushing my 'Honey-do' List(s)Watching / Listening to: SimplyCyber Daily Threat Briefing with Dr. Gerald AugerApplication Security WeeklySmashing SecurityISP Magazine Podcastsand blogging about Malware

Successfully managed and delivered 70+ projects within allocated budgets, meeting or exceeding project deadlines.Coordinated and facilitated 24 weekly meetings for my region (Washington), ensuring effective communication and collaboration between all teammates.Implemented project management strategies resulting in 15% increase in project efficiency and productivity.Spearheaded over 50 server deployment projects, resulting in seamless transitions and improved client satisfaction. These included server replacements, upgrades, and changes from Server 2008 to 2019 and 2022.Generated over $400,000 of revenue through successful projects including infrastructure, networking, Server replacement and rebuilds, updating offices, adding wireless access points, and most importantly bringing businesses up to date and further from unnecessary risk.Collaborated with over 6 cross-functional teams, including Technical Account Managers, Sales Engineers, Project Engineers, Field Technicians, Help Desk Associates, and of course Vendors, to achieve project milestones and deliverables.Utilized corporate Project Management tool to track and manage over 250 tasks and over 50 projects simultaneously.

My goal of working for an MSP (Managed Service Provider) was complete! I made it!Successfully resolved an average of 70 first and second level service requests per week, meeting or exceeding SLA requirements.Maintained a customer satisfaction rating of 99% based on feedback surveys, reflecting strong problem-solving skills and effective communication. My unsatisfied customer said that they thought I was another technician. Brutal.Reduced system downtime by engaging through proactive monitoring and prompt response to over 100 server and network outages.Implemented multi-factor authentication methods, reducing security breaches by 90% and enhancing data protection across all organizations. I also implemented Microsoft Authenticator to our new clients, which reduced forgotten password phone calls by 50%.After I was added to the team, we saw a 10% increase in productivity and efficiency. We were able to get our backlog down from 330 tickets to less than 50.Completed over 200 installations, configurations, and troubleshooting tasks for network printers, scanners, and peripheral hardware. This includes anything that users plugged into their workstations.Successfully migrated 200 users to Microsoft Office 365 applications, ensuring seamless collaboration and productivity.Assisted in the successful implementation of teleconferencing applications (e.g., Zoom, Skype, Teams), resulting in a significant (10%+) decrease in time spent supporting these technologies, allowing our clients to communicate more.Supported over 2,000 of Active Directory user accounts, ensuring efficient user access management and permissions.Trained 4 employees on basic network concepts and best practices, enhancing overall IT literacy within our organization.

Successfully resolved over 100 user-reported hardware and software problems, ensuring minimal disruption to workflow.Repaired and serviced over 2000 personal computers, laptops, printers, and communication connections, restoring functionality and improving productivity. This includes inventory and imaging.Built and deployed over 500 new PC, laptop, and thin client hardware and software, following approved Windows image tools and operating system media.Conducted over 100 of basic diagnostic tests, identifying and addressing issues proactively.Managed warranty and non-warranty service issues with 3 of third-party vendors (including Epic, Confluence, and Microsoft, ensuring efficient resolution and cost-effectiveness.)Demonstrated effective communication skills by consistently providing clear and concise instructions and updates to users and stakeholders.Worked seamlessly as part of a team in a fast-paced, production-oriented environment, contributing to the overall success of the department. I worked everyday with over 8 separate teammates over 3 departments in order to accomplish our goals.Provided excellent customer service, as evidenced by 100% positive feedback ratings from users.Earned CompTIA A+ certificationApplied deep knowledge of technical hardware components, such as processors, memory, hard drives, NICs, etc., to effectively diagnose and resolve issues with 100+ workstations, mobile devices, and desktops.

Please note I was working as a Clinical Assistant (as well) during this period. Provided comprehensive desktop support to ensure smooth functioning of hardware, software, and network systems for end-users.Troubleshot and resolved technical issues related to desktops, laptops, printers, and other peripherals, ensuring minimal disruption to workflow.Conducted system upgrades and software installations, ensuring compatibility and adherence to organizational guidelines.Collaborated with cross-functional teams to develop and implement IT solutions, enhancing productivity and user experience.Proactively monitored and maintained inventory of hardware and software, ensuring availability and timely procurement for efficient operations.Audited internal data privacy and compliance practices across 4 locations, utilizing anonymous employee reporting, observations, and technological solutions such as RFID technology and locking workstations.Established the Regional Data Privacy Program and served as the inaugural Regional OSHA and HIPAA Committee Chair.Mentored and led a team of 4 Clinical workers elected as Data Privacy Liaisons for their respective locations, facilitating monthly meetings to discuss successes and opportunities.Implemented streamlined documentation processes resulting in a reduction of onboarding time for new teammates from 5 days to 3 days.Achieved zero violations by employees newer than 3 months by implementing the improved documentation program.

• Combined surgical knowledge with technical experience and launched "Operation Digitize," where I orchestrated new, completely digital workflows to 80% of our current procedures. This allowed our surgeons to complete more surgeries, lightened the load on the assistants, and increased our gross production by 10% in year 1, and 15% in year 2.• Minimized costs for surgical guides by limiting print platform height, changing angulation of print, and coverage of guide. "Factory" settings cost about $36 per print, my settings cost the company $14-18 per print ~ 60% reduction in cost, and we were able to print faster with less material.• Created SOPs for digital workflow, also created contingency plans in case digital workflow is down for whatever reason. With all assistants able to acquire the necessary images and print, the only bottleneck was when more than 1 person wanted to print at once.• We fixed this by eliminating same day guided treatments, we performed one large 'print' at night, and finished them the next morning.