At Procore Technologies, responsibilities included overseeing user onboarding in Okta, organizing Google Admin distribution groups, and addressing hardware, software, and network issues to ensure smooth operations.Responsibilities•Provision new users by creating accounts in Okta, ensuring all necessary profile information is accurately entered.•Assign users access to applications like Google Workspace, Microsoft 365, Slack, Salesforce, Zoom, ServiceNow, and others based on their job roles.•Use Slack channels to coordinate with engineers and team members to address and resolve technical issues for customers.•Assign and manage MFA devices (e.g., Okta Verify, SMS, or Google Authenticator) for individual users.•Add users to security groups and distribution lists to grant appropriate access levels to applications or resources.•Troubleshoot and support Microsoft Office applications (Outlook, Excel, Word, Teams)

As the Lead Technician at Wunderman Thompson, responsibilities focused on maintaining efficient IT operations and delivering both onsite and remote technical assistance.Responsibilities:•Proficient in diagnosing and resolving issues with Windows and macOS systems, including desktops, laptops, peripherals, and mobile devices.•Managed user groups in Google Admin, efficiently organizing users into relevant distribution lists to improve communication and collaboration across the organization.•Maintain accurate asset inventory and lifecycle records using ServiceNowKey Project Contributions:•Worked with the network team to transition an office’s network from physical servers to a cloud-based environment.

Hired to refresh 200+ laptops, schedule white glove sessions, update asset records, and remove old devices from the system. Coordinate vendor pickups for outdated equipment and ensured smooth user transitions.Responsibilities:•Recommend appropriate workstations, accessories, and software tailored to specific client requirements.•Create, modify, and deactivate user accounts in Active Directory, ensuring proper access permissions, group assignments, and password policies•Manage and configure Group Policies in Active Directory to enforce security settings.•Assisted in setting up and managing Xerox printers, AV equipment, wireless access points, and other office technology systems.

• Providing Tier 1 and 2 support, troubleshooting technical issues and resolving incidents to maintain service level agreements• Remote monitoring and management utilizing Connect Wise Manage. • Developed and maintained documentation in IT Glue for standardized procedures. • Work closely with other IT teams, such as networking and systems administration, to address complex technical issues

• Utilized SCCM for centralized software deployment and patch management• Participated in the migration project from manual software deployment methods to SCCM, resulting in reduced deployment time.• Delivered, set-up, and provided outstanding technical support of departmental audio visual equipment• Maintained a high level of client satisfaction through effective communication and timely issue resolution• Received commendations from management and colleagues for outstanding customer service and dedication to resolving technical issues

• Responded to user inquiries via phone, email, or in person, diagnosing and resolving technical issues• Assisted in the on boarding of new clients, deployed hardware and peripherals to users• Perform routine maintenance tasks and system updates remotely to enhance system performance• Manage user accounts and permissions using Active Directory and Exchange Server• Conducted regular system audits to identify and rectify potential vulnerabilities• Collaborated with cross-functional teams using Slack and Teams to address complex technical challenges

• Troubleshoot Dell EMC Storage Array and Power Edge Server.• Provide support via remote to fix escalated service requests.• Consult KB articles and collaborate across solutions teams to resolve customer issues

• Provide on- site and remote support to various state agencies for desktop, email, iPhone, and Android issues.• Set up equipment for employee use, ensuring proper cables, operating systems and appropriate software were installed for employee.• Enrolled users into Azure single sign on (SSO) to enhance productivity and multi-factor authentication to increase security• Assisted in migrating mobile devices to Microsoft Endpoint Manager portal (Intune) and assigned licenses to users.