Acquired by Fortinet 12/2020.

In my role as IT Support Coordinator at Akuna, I maintained information technology systems and networks by providing technical and administrative support to customers and end users. As director to a team of three employees, I managed procurement, shipping, receiving, and deployment of IT equipment, hardware, and software. I also collaborated with other department leads and project managers to maintain network standards, system functionality, and monitor new projects and technologies. During my time here, I created, implemented, and managed an automated asset management system that monitored and discovered connected systems, which eliminated hardware loss and reduced spending.

I was promoted to Manager of Technical Documentation where I led a team that created end user documentation such as user manuals and guides, release notes, requests, and other written materials using Atlassian Confluence. I was also the Confluence Administrator, where I monitored user and space permissions, plugins, and conducted other administrator tasks. Working with web developers, we created an internal web helpdesk to simplify database queries for non-technical personnel, always striving to support end users and meet their needs.

As Manager of Technical Support, I analyzed, created, documented, and enhanced policies, processes, and metrics to manage and asses the performance for a staff of eight technicians. I also managed and administered permissions for the user accounts in several permission-based systems. To ensure employee productivity, I designed and implemented a technician training program to support the technical employees, developed training solutions to standardize work, and streamlined processes to align technical policies with overall business processes.

In my first promotion at Card Concepts, I worked as a Quality Assurance Specialist and conducted manual testing and quality assurance checks of new hardware, software, and firmware to identify, report, and document bugs and other user issues before releases. I was responsible for the design, documentation, and testing procedures that established a baseline of testing protocols and helped teams avoid errors. I also made recommendations for improved user experiences and assisted the technical support team in escalating and troubleshooting issues.

As Product Support Specialist in my first role at Card Concepts, I installed, repaired, and monitored hardware and software. I also addressed and resolved technical issues by providing base level IT support to users and business customers, always ensuring that I met and exceeded customer retention goals to support business operations.

Prepare daily and weekly income totals for corporate officeAudit and inventory supplies and retail stockPerform shift closeout and balance cash drawer for incoming shiftOperate in tandem with Maintenance crew to correct equipment malfunctionCustomer intake, reservation and cashieringHandle multi-line telephone system for sizeable hotel location Provide general customer assistance and information

Troubleshoot and remedy machine error during customer useGeneral preventative maintenance of complex machineryCleaning of machinery to maintain optimal performanceCleaning and organization of workshop