Experience

Techstreet

• United States
• Information Services
• 1 - 100 Employee

• Customer Care Representative

  • Nov 2020 - Present

  -Train new-hires with systems and processes for consistent, inter-departmental support -Provided support for end-users, facilitating access to engineering documentation and Enterprise services. -Troubleshoot account access, data feed, and secure file/DRM-encryption issues, ensuring consistent content access -Assist with alternative access to Enterprise systems through IP Subnet and Okta SSO access -Train new-hires with systems and processes for consistent, inter-departmental support -Provided support for end-users, facilitating access to engineering documentation and Enterprise services. -Troubleshoot account access, data feed, and secure file/DRM-encryption issues, ensuring consistent content access -Assist with alternative access to Enterprise systems through IP Subnet and Okta SSO access



Central Michigan University

• United States
• Higher Education
• 700 & Above Employee

• 2nd Level Administrative Representative.

  • Aug 2018 - Oct 2020

  -Assisted in crisis management during recurring account outages caused by phishing across global campus locations-Triaged influx of new users to the CMU online infrastructure spread over multiple platforms-Trained new hires within the Office of Information Technology on ticketing systems, Active Directory and general user support-Extended position post-grad to assist with transition of on-site techs

• Information Technology System Analyst

  • Oct 2016 - Aug 2018

  -Coordinated with management and multiple entities within the Office of Information Technology to migrate support lines to an internal ticketing system.-Collaborated with various TechOps groups across campus to maintain consistent support.-Assisted over 30,000+ students, staff and faculty with end user technical support, maintaining 88% first-contact resolution.



DTE Energy

• United States
• Utilities
• 700 & Above Employee

• Web Developer

  • Jun 2019 - Aug 2019

  -Executed production of full-stack development of internal polling site for company intranet to better organize day to day tasks -Utilized JIRA/Kanban Boards to structure daily tasks in coordination with software engineers. -Composed presentation on internal polling site to internship committee, including Director of Information Technology -Executed production of full-stack development of internal polling site for company intranet to better organize day to day tasks -Utilized JIRA/Kanban Boards to structure daily tasks in coordination with software engineers. -Composed presentation on internal polling site to internship committee, including Director of Information Technology