Experience

Philip's Academy Charter School

• United States
• Primary and Secondary Education
• 1 - 100 Employee

• System Administrator Consultant

  • Aug 2018 - Present

  • Drive maintenance of network infrastructure, including switches, routers, firewalls, e.c.t• Manage the Student Information Systems database (PowerSchool) for PACs Newark• Work with Operations Team to recommend and implement support services, hardware/software procurement, and general technology upgrades as needed • Drive maintenance of network infrastructure, including switches, routers, firewalls, e.c.t• Manage the Student Information Systems database (PowerSchool) for PACs Newark• Work with Operations Team to recommend and implement support services, hardware/software procurement, and general technology upgrades as needed



CSS Industries, Inc.

• United States
• Consumer Goods
• 100 - 200 Employee

• Information Technology Specialist Consultant

  • Nov 2017 - Dec 2018

  • Provided help desk phone support, analyzing, troubleshooting, and resolving complex problems with business applications, networking, and hardware• Assisted users in identifying hardware/software needs and provide guidance on the latest technology options, trends, policies, and procedures• Oversaw server room for assigned locations, providing standard maintenance • Provided help desk phone support, analyzing, troubleshooting, and resolving complex problems with business applications, networking, and hardware• Assisted users in identifying hardware/software needs and provide guidance on the latest technology options, trends, policies, and procedures• Oversaw server room for assigned locations, providing standard maintenance



Teach For America

• United States
• Education Administration Programs
• 700 & Above Employee

• Information Technology Specialist, Enterprise Support Group

  • Feb 2015 - Sep 2017

  · Handle 1st and 2nd level support calls by responding to phone calls, email, web, and walk-up requests· Man the Help Desk and dispatch requests to the appropriate areas within the technology team· Log requests, problems and resolutions in Service Now and proactively resolve and escalate calls while keeping customer actively informed· Manage, create and update Help Desk user templates· Demonstrable experience making non-technical users comfortable with technology concepts· Studies trends and works with colleagues to find creative ways to limit ticket volume and educate Teach For America staff in the use of technology· Consult with user community on wide range of documentation, hardware, software, and operating system issues on predominantly PC and with some MAC platforms· Manage the deployment of user devices in a timely manner· Work closely with the Director, Help Desk to refresh and contribute to the knowledge base and training· Troubleshoot and install hardware, software and PDA's· Deliver advanced support on a 7x24 on-call rotation and manage escalation off hours· Serve on Technology project teams to better understand the implementation and support concerns of an evolving technology environment· Tests applications and researches ongoing issues to solve complex problems· Work collaboratively with other Technology team members to ensure appropriate customer service levels are maintained



New Leaders Org

• United States
• Hospitals and Health Care

• Program Support Coordinator

  • Jul 2013 - Jun 2015

  • Support over 600 programmatic end-users; through telephone, e-mail, remote desktop, and web-based mediums, with multimedia and external hardware• Designed, built, deployed and maintained programmatic learning management system along with in-person training process and material guides• Provide Salesforce CRM support and administration to over 200 internal end-users• Monitor, manage and maintain org wide inventory equipment

• Information Technology Support Assistant

  • Aug 2007 - Jul 2013

  • Support and manage the configuration and performance of all end-user PC systems and telecommunications• Install, configure and maintain back-end and front-end systems• Recommend hardware/software solutions using established procurement processes• Establish, review, and process quotes, requisitions and purchase orders for new equipment• Troubleshoot system issues and documented help desk tickets with resolutions• Assist the IT support team with general office maintenance, data input, and other tasks related to maintaining smooth day-to-day operations

• Information Technology Support Intern

  • Jun 2007 - Sep 2007

  • Provide New Leaders Inc. with technical support both on-site and remotely• Provide assistance with network, hardware, and software needs• Provide level 1 hardware, software, and phone support to over 200 on-site and remote staff members• Assist IT Team members with day-to-day operational logistics