Experience

DNSFilter

• United States
• Software Development
• 100 - 200 Employee

• IT Analyst

  • Mar 2022 - Present

  • Facilitate onboarding of new employees and conducts technology new hire orientation presentation and training, processing of terminations and removal of company and application access • Monitors phishing reports and upkeeps block list in Google Workspace • Manages MDM application and addition, maintenance of new devices as well as removal of stale devices • Responds to help desk requests via Zendesk ticketing system for application access, password resets, hardware troubleshooting, workflows, application implementation, etc. • Involved in various IT projects including but not limited to implementing Single Sign On for over 130 SaaS applications, creating and managing SaaS Role Matrix to track application access, rollout of Okta SSO to entire Organization • Coordinate with other departments as necessary such as HR and Finance for IT related solutions that may assist furthering the success of the department and organization • Assist department in in the development and maintenance of company Slab knowledgebase, create articles to track IT processes and procedures • Management, upkeep and implementation of core applications such as Google Workspace, Okta, Mosyle, etc. Show less



Freelance

• Graphic Artist

  • Dec 2010 - Present

  • Working in various computer design programs (Adobe CS, Quark XPress, etc.) • Working with printers/printing software • Familiarity with Mac OS X and Windows • Ability to read and write code i.e. HTML & CSS • Working in various computer design programs (Adobe CS, Quark XPress, etc.) • Working with printers/printing software • Familiarity with Mac OS X and Windows • Ability to read and write code i.e. HTML & CSS



Community Health Center

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Service Desk Analyst, Admin Support

  • Oct 2017 - Feb 2022

  • Coordinates with HR Department for on/off-boarding of employees, deployment of equipment and system access, initiate and process respective ticket requests. Provides Tech training during orientation.• Creates, maintains and terminates EHR staff and provider accounts – including licensing, eRX, etc. Communicates with eCW via ticket/creating eCW case.• Coordinates with Student onboarding coordinator for training, equipment and software needs• Creates, maintains and provides training documents for various systems and applications for staff/Trains and mentors IT Service Desk Staff on best practices and technology management. • Manages Telehealth accounts from creation, maintenance and removal, provides training and support to users and new hires• Leads Service Desk projects and deployments including but not limited to Windows 10 deployments, MDM installation and management, DUO Security management• Conducts research on products in support of equipment procurement and deployment efforts• Supports and implements Business Applications such as Docusign, Quickbase applications – building, testing, implementation and maintenance• Reporting in all relevant software and applications such as Quickbase, Footprints ticketing system, RingCentral Contact Center, etc. Show less

• Help Desk Specialist

  • Dec 2015 - Oct 2017

  • Provides telephone based and email computer support• Provides assistance to end-users related to computer problems, and services and procedures within assigned region and School Based Health Centers• Pulling tickets from queue to address and resolve• Imaging PCs for break/fix and to be stored for deployments• Maintains and documents all details of service requests in BMC Footprints• Troubleshoots computing related problems and identifies and analyzes all software and hardware related issues, recommend solutions and assist user with resolution• Keeps track of and orders inventory for stock and for user deployment Show less



Yale University

• United States
• Higher Education
• 700 & Above Employee

• Temporary Account Assistant 3

  • Mar 2015 - Dec 2015

  • Greet visitors. Answer and screen telephone calls. Assess nature of business • Schedule and coordinate meetings and appointments • Gather, compile and record data in Epic, routing telephone encounters • Schedule follow up appointments • Receive and schedule client referrals. Resolve scheduling conflict • Review outgoing material for completeness, attachments, dates, and signatures • Scan, fax and photocopy documents into patient records • Retrieve release forms from patients, send requested information to place/individual • Perform daily support duties for faculty members and physicians • Communicate with insurance vendors, confirming coverage/referral status • Epilepsy new patient referral work queue in EPIC, assign completed referral to encounters Show less



Randstad Digital Americas

• United States
• IT Services and IT Consulting
• 500 - 600 Employee

• IT Contractor

  • Dec 2014 - Mar 2015

  • Performed troubleshooting for customer issues and resolved upon first contact when possible • Maintained and documented all details of service requests • Coordinated and scheduled time with customer when needed to address service requests • Assisted, updated and maintenance of Centralized Asset Management database • Created knowledgebase articles and FAQ articles as new solutions are developed • Reset user passwords via Active Directory • Imaged PC and Mac computers using Ghost Server • Communicated with Vendor Support services for warranty support and replacement parts Show less



Easter Seals Goodwill Industries

• Non-profit Organizations
• 100 - 200 Employee

• Marketing and IT Specialist

  • Sep 2013 - May 2014

  • Performed administrative duties to the CIO • Managed Outlook Calendar, scheduled meetings, booked conference room • Maintained tickets for help desk via Spiceworks and reset passwords via Active Directory • Performed troubleshooting on/set up IP phones and voicemail • Performed computer migrations/upgrades • Created marketing materials for Goodwill retail chain and Easter Seals Programs • Worked with the Development Department to create promotional materials for events • Communicated with vendors to retrieve price quotes • Created/Edited signage and posters for displays as well as managed social media posts • Used Short Stack and Constant Contact to create contests/email blasts Show less



UnitedHealth Group

• Hospitals and Health Care
• 700 & Above Employee

• Technical Support Analyst

  • May 2013 - Sep 2013

  • Provided high quality documentation through ticketing system to ensure prompt service resolution • Reset passwords via active directory and other various applications • Performed troubleshooting on software and application issues remotely • Used Bomgar remote software to view user’s computer • Assisted telecommuter user’s with VPN connection/RSA keys • Provided user’s with status updates regarding existing tickets and escalated user tickets • Assisted users with login issues to Windows and applications • Documented and escalated access requests • Answered incoming calls using VCC Desktop • Performed troubleshooting on Cisco IP Phone system Show less



Waterbury Hospital

• Hospitals and Health Care
• 500 - 600 Employee

• PC Support Tech

  • Jul 2012 - May 2013

  • Reset passwords via Active Directory and other medical software programs • Created/edited/closed trouble tickets and escalated to appropriate teams • Performed troubleshooting on hardware and software issues • Imaged computers using Ghost Server • Migrated hospital PC’s to Windows 7 and installed/updated software • Replaced hardware • Monitored daily reports and interfaces • Reset passwords via Active Directory and other medical software programs • Created/edited/closed trouble tickets and escalated to appropriate teams • Performed troubleshooting on hardware and software issues • Imaged computers using Ghost Server • Migrated hospital PC’s to Windows 7 and installed/updated software • Replaced hardware • Monitored daily reports and interfaces



Yale New Haven Hospital - Saint Raphael Campus

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Call Center Analyst II

  • Jul 2006 - Jul 2012

  • Operated multiline call center switchboard and routed all calls coming into hospital • Received/routed Help Desk calls • Announced emergency codes and ED traumas overhead • Paged key personnel through system and overhead • Entered on-call schedules into X-Tend Directory • Reset passwords via Active Directory and other medical software programs • Created trouble tickets for help desk and maintenance departments, replaced hardware • Troubleshooting user issues with hardware and software (i.e. printers, Microsoft Office, etc.) Show less



NBCUniversal

• United States
• Entertainment Providers
• 700 & Above Employee

• Intern

  • Sep 2010 - Dec 2010

  • Preparing graphics for air on MSNBC programs • Creating Headshots for 2010 election broadcasts • Assisting in assigning jobs submitted by producers for air • Working in various computer design programs • Preparing graphics for air on MSNBC programs • Creating Headshots for 2010 election broadcasts • Assisting in assigning jobs submitted by producers for air • Working in various computer design programs