Desktop Support Engineer

• Jan 2021 - Present

Provide general troubleshooting support for Windows and Mac computers, Android and iOS mobile devices. User creation and management in Active Directory, Exchange, and Office 365. Management and maintenance of Office 365 as well as on-premises Exchange Server 2013, 2016, and 2019, as well as third party spam filtering software.Cybersecurity responsibilities including: -Responding to security incidents such as compromised email accounts. -Configuring SIEM tools for customers, and responding to alerts/logs generated. -Investigating/responding to alerts sent by customer MDR services. -Working with customers on NIST 800-171/CMMC compliance projects. -Configuring and performing network vulnerability scans (Nessus), and working with team to mitigate known vulnerabilities -Research and deployment of Windows and application patches to customer environments -Implementation and management of employee awareness training (KnowBe4) Customer project management, including computer hardware replacements and email multi-factor authentication implementation. General support of IQMS (DelmiaWorks) ERP system

Section Bass

• Sep 2019 - May 2022

Double Bass

• Sep 2018 - May 2021

Computer Technician

• Aug 2020 - Dec 2020

Diagnose, troubleshoot and repair hardware and software issues with Windows PCs.Provide technical support both in person and over the phone for hardware, software, and basic networking issuesLead technician for repairing Lenovo products, as well as monitoring repair metrics for maintaining Lenovo ASP status. Diagnose, troubleshoot and repair hardware and software issues with Windows PCs.Provide technical support both in person and over the phone for hardware, software, and basic networking issuesLead technician for repairing Lenovo products, as well as monitoring repair metrics for maintaining Lenovo ASP status.

Section Bass

• Sep 2018 - Sep 2020

Box Office Representative

• May 2018 - Mar 2020

Provided customer service over the phone and in person for fast-paced live music venue hosting events of up to 18,000 attendees, processing ticket sales and returns, and acting as a first point of contact to customers for information about events and the venueAssisted customers with navigating festival website, as well as troubleshooting the access of electronic tickets on mobile devices/personal computers Provided customer service over the phone and in person for fast-paced live music venue hosting events of up to 18,000 attendees, processing ticket sales and returns, and acting as a first point of contact to customers for information about events and the venueAssisted customers with navigating festival website, as well as troubleshooting the access of electronic tickets on mobile devices/personal computers

Orchestra Library Intern

• Jul 2016 - Sep 2016

Worked on projects to reorganize, expand, and digitize sheet music archives using Gsuite Prepared study and performance sheet music materials for upcoming orchestra season Worked on projects to reorganize, expand, and digitize sheet music archives using Gsuite Prepared study and performance sheet music materials for upcoming orchestra season

Executive Assistant

• May 2015 - May 2016

Assisted the executive director with orchestra operations such as the hiring and managing of orchestra personnel, payroll and musician contracts, and coordination between performance venues and guest artistsGeneral maintenance of office technology, troubleshooting both Windows and MacOS workstations, printers, mobile devices, and networking equipment

Assistant Principal Bass

• May 2015 - May 2016

Section Bass

• Aug 2014 - Apr 2016

Distance Learning Apprentice

• Nov 2013 - Apr 2016

Helped develop and present classes for the Cleveland Institute Distance Learning program. Helped develop and present classes for the Cleveland Institute Distance Learning program.