Experience

University of Maine System (UMS)

• United States
• Higher Education
• 100 - 200 Employee

• Desktop Services Manager

  • Feb 2022 - Present



Systems Engineering

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Network Administrator

  • Apr 2020 - Feb 2022



The New York Academy of Medicine

• United States
• Research Services
• 1 - 100 Employee

• IT Support Specialist

  • Aug 2018 - Apr 2020

  Onboard new employees, including accounts, hardware, telephony and email. Hardware, server, and OS support for all staff, including Windows, Windows Server, Mac and Microsoft Azure. Support all printing, including complex book-printing hardware for events. Perform maintenance as required on IT infrastructure, including upgrades, wire routing, vendor consultations, and cost estimations. Manage daily operations within IT. Facilitate server up-time and data security through firewalls, enterprise-level filtration, encryption, secure data storage, and server maintenance. Educate staff on proper backup and data storage procedures, including offsite storage as needed, including restoration of data as required. Provide additional support to outside vendors, events, and production staff. Show less



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Operations Expert

  • Apr 2017 - Aug 2018

  Team lead in charge of inventory for 3rd highest grossing Apple store in the world.Managed database and overhead for all inventory, store support, and personnel.Responsibilities include product, parts, supplies and tool management for a staff of around 300.Trained new team members, including mentoring 30 non-team employees throughout the store to help with their personal development.

• Apple Store Trainer - 0-90 Day focus

  • Jun 2016 - Apr 2017

  Developed and led new employees through the entire first 90 days within the store. Created entire 90 day schedule including check points, training schedules, movement from training to role, shadowing schedules and skill checks.Also scheduled entire first year of experience for new employees, including check bases and reviews.

• Genius Administrator

  • Apr 2014 - Jan 2017

  Controlled the flow of repairs and work orders from the entire genius bar.Allocated repair orders and managed repairs, verifying the original technician's diagnosis and best course of action for repair, and handled all communication with the clients for the entirety of the repair process.

• AppleCare CPU Support and Advisor Mentor

  • Apr 2012 - Apr 2014

  Provided a world-class customer experience.Assisted customers with issues relating to operating systemperformance, isolating hardware vs setting issues, focusing oncustomer-focused solutions.Diagnosed and troubleshot any Apple hardware related issuesand provided repair options as needed.Listened to customer concerns and provided the best solutionfor any issue they may have had.Provided mentorship for both CPU and mobile advisors, andhandled escalations as needed. Show less



Comcast

• United States
• Telecommunications
• 700 & Above Employee

• Advanced IP, Telephony and Home Security Troubleshooting Agent & Escalation Management Team

  • Sep 2006 - May 2012

  Reprovisioned phone switches, operated dispatch as a network analyst. Troubleshot advanced internet and telephony (VoIP) service issues beyond the scope of regular agents. Built professional rapport with each customer by listening for understanding and being clear and articulate in verbal and written communications. Reprovisioned phone switches, operated dispatch as a network analyst. Troubleshot advanced internet and telephony (VoIP) service issues beyond the scope of regular agents. Built professional rapport with each customer by listening for understanding and being clear and articulate in verbal and written communications.