IT Infrastructure Engineer

• Sep 2023 - Present

IT Project Engineer

• Nov 2021 - Present

Collaborated as a member of a 23-person team to support staff at the corporate office and over 200 Senior Living Communities across the US, encompassing 20,00+ employees. □ Researched, tested, and initiated the implementation of a new Electronic Health Record (EHR) system to replace outdated documentation methods in various Senior Living Communities. □ Worked alongside the EHR vendor and clinical team to enhance security by integrating staff login through Okta Single Sign-On Portal. □ Provided Tier III support across all areas of IT business operations for over 200 Senior Living Communities. □ Assisted IT Team Leadership in diverse project initiatives, serving as the primary point of contact for new copiers/printers, copier troubleshooting in Senior Living Communities, inventory management, consolidation of employee onboarding processes, vendor inventory and billing audits, as well as the documentation and procedures. □ Acted as the key liaison for the web-based Active Directory Platform, ADManager Plus, which streamlined Active Directory, Exchange, and Office 365 functions. Show less

IT Systems Technician

• Sep 2019 - Nov 2021

Contributed as a member of a 5-person team, responsible for end-to-end new hire setups. Acted as the primary IT support technician supporting over 600 employees in 6 different offices across the US. □ Identified operational inefficiencies within SCCM and provided expert guidance on streamlining and creating a more efficient environment. □ Resolved diverse technical issues and fulfilled installation requests for 600+ employees across multiple offices nationwide, utilizing SolarWinds Service Desk. □ Established accounts for new hires using ADManager integrated with Active Directory, ensuring proper permissions for file access and software usage. Conducted machine imaging using SCCM. □ Managed user accounts and permissions for Active Directory, ZOOM, BOX, PlanGrid, and Cisco Meraki. □ Leveraged Meraki and Apple Business Manager to enroll devices into the Device Enrollment Program (DEP) and configured application deployments and email settings for users. □ Facilitated the procurement of essential technical equipment for the offices, including MiFi Hotspots, mobile phones, keyboards, mice, monitors, and peripherals. □ Traveled to other office locations to provide on-site assistance during office moves and quarterly visits, addressing face-to-face support needs for users who had not submitted tickets due to the IT staff's Chicago-based presence. □ Executed various security tasks, such as conducting full security checks on user devices upon receiving account alerts, updating passwords as necessary, managing email security through Mimecast (blocking/whitelisting email addresses/domains, releasing false-positive spam detections), and installing Morphisec Shield. □ Assisted in training new IT interns and departmental employees. □ Authored comprehensive IT documentation and created a centralized IT WikiPage, serving as a go-to resource for employees to access past solutions to a wide range of resolved issues. Show less

IT Associate

• Mar 2018 - Sep 2019

□ Resolved technical issues and installation requests for 480+ employees in offices throughout the US and UK utilizing Zendesk □ Set up, upgraded, and troubleshot printers, iOS devices, desktop systems, and configured laptops for incoming employees both in office and remotely & managed efficiency through mobile app, Mobile Iron □ Configured various workstations for new hires and guests while traveling to remote offices in other states to set up new office spaces with functioning laptops/desktops, monitors, Cisco TelePresence camera, and Cisco 8945/8865 IP desk phones for employee desks, conference rooms, and conference meetings via WebEx, a Creston panel, or an in-house bridge □ Troubleshot software and hardware utilizing the SCCM tool, Slack, Email, Zendesk, and an in-house IT Support Hotline □ Managed users’ accounts & permissions via Active Directory WebEx, Proofpoint, Cisco AnyConnect, Microsoft Windows 7 & 10 □ Resolved all issues for users migrating from Windows 7 to Windows 10 ensuring a sooth transition □ Updated software versions from Windows 7 to Windows 10 via SCCM with files transfer and access to C-Drive; patched installations to close security loopholes and protect users with the Nessus Security Scanner Show less

IT Support Coordinator

• Sep 2017 - Mar 2018

Managed procurement of essential inventory in support of operational needs, ensuring timely order placement and inventory availability. Conducted computer re-imaging for new employees, facilitating efficient onboarding processes, while developing a comprehensive handbook to disseminate best practices and streamline knowledge sharing. □ Responsible for overseeing all software licenses and login information, ensuring compliance and continuity of business operations. □ Supported over 380 employees across the globe, championing new strategies which reduced average ticket volume by 98% with no negative budget impacts. □ Overhauled approaches to maintain and keep track of 1K+ company devices, leading to reduced crosstalk throughout the organization and significant gains in productivity. □ Noted for essential contributions to off-boarding employees and accurately retrieving all company devices. □ Organized a large volume of tasks in the office in addition to assisting the team with specific issues/tickets. Show less

Service Desk

• Aug 2016 - Nov 2016

□ Executed day – to – day daily tasks and responsibilities in accordance to the University’s protocols and regulations □ Consulted via telephone or in-person students’ & parents’ problems asking probing questions to locate & resolve root causes □ Responded to assistance requests from students to install & troubleshoot Internet issues in the computer lab and dorm rooms □ Collaborated with management to escalate issues reported by students that needed work beyond the scope of the helping desk □ Communicated with staff by e-mail and staff forum/portal of updates and improvements in processes Rented equipment to students and meticulously tracked their names in a work binder and Microsoft Excel documents Show less

Manager

• May 2013 - Dec 2014

□ Traveled to multiple sites to oversee the day to day running of the stores including enforcing staff performance & sales standards □ Coordinated the placement of staff and signed tasks to each associate to maximize sales □ Handled escalated customer complaints & issues to provide full resolutions & promote loyalty □ Utilized software such as Microsoft Word and Excel to track profits and losses □ Improved processes and procedures to increase sales when sales numbers were down □ Traveled to multiple sites to oversee the day to day running of the stores including enforcing staff performance & sales standards □ Coordinated the placement of staff and signed tasks to each associate to maximize sales □ Handled escalated customer complaints & issues to provide full resolutions & promote loyalty □ Utilized software such as Microsoft Word and Excel to track profits and losses □ Improved processes and procedures to increase sales when sales numbers were down

Sales Consultant

• Sep 2011 - May 2013

□ Provided outstanding customer satisfaction by understanding personal needs & recommending appropriate merchandise □ Stayed abreast with current trends, sales, and promotions □ Answered customer inquiries, resolved discrepancies, and provided onsite support for personal or in-store bought products that customers brought in □ Sold various electronics such as TVs (LED, LCD & Plasma), AV Receivers, Custom Sound Systems, & computers, gaming systems, GPS units, appliances, and protection/technical support plans □ Performed daily department tasks including stocking, creating merchandise displays, remerchandising, pricing markdowns, transferring merchandise, inventory control, and processing transactions Show less