Experience

Shapiro - Partners Today. For Tomorrow.
• United States
• Environmental Quality Programs
• 1 - 100 Employee
• Information Technology Coordinator

  • Jun 2023 - Present


Immutable Labs

• United States
• IT Services and IT Consulting

• Technical Consultant

  • Mar 2022 - Jun 2023

  - Provides implementation strategies to clientele exploring marketing opportunities in the web3 ecosystem. - Produces written articles, reports, and media assets to execute client-specific web3 marketing strategies. - Provides implementation strategies to clientele exploring marketing opportunities in the web3 ecosystem. - Produces written articles, reports, and media assets to execute client-specific web3 marketing strategies.



Brand Addition North America

• United States
• Advertising Services
• 1 - 100 Employee

• Help Desk Manager

  • May 2021 - Aug 2022

  - Implemented HelpDesk.com services from the LiveChat customer service software platform within our existing Customer Service workflow to streamline incident resolution for clients. - Assisted in the migration of Google GSuite data and services to Microsoft Office 365 services through collaboration with Infrastructure technicians and organized the deployment and education of Microsoft Office 365 resources across North America operations. - Assisted in the instantiation of a new user training tool and media within the NorthPass training platform. - Generated user training documentation and resources. - Provided high-quality incident resolution through Lansweeper-based ticketing system, along with generating support reports to create metrics for service resolution. - Facilitated on-boarding and training of new users to existing IT infrastructure. - Designed and implemented workflow practices and triage procedures including ticketing procedures and documentation procedures for ad-hoc service support. - Assisted with the design and implementation of a Sustainability committee, as well as the organization of data and communication of sustainability-related metrics between committee members across multiple countries. Show less



Watchtower Security

• United States
• Security Systems Services
• 1 - 100 Employee

• Service Support Team Lead

  • Aug 2018 - Mar 2021

  - Implemented and maintained automation services utilized to improve workflow processes within company operations. - Created and maintained knowledgebase documentation and resources, including the creation of a website facilitating knowledgebase information and report information to be utilized throughout the company. - Lead weekly team Scrum in meetings and provided retraining for all operations technicians providing service support. - Maintained IP camera network infrastructure for clients and customers across the United States through remote virtual resolution or by dispatching, scheduling, and providing tele support to subcontractors providing ad-hoc (smart hands) physical support. - Designed and implemented workflow practices and triage procedures including ticketing procedures, dispatch procedures, and documentation procedures for ad-hoc service support. - Researched, tested, and provided business-case proposals and TPS reports to promote the implementation of new and expanding technology to better optimize internal operations. - Provided additional support for Desktop technicians when needed, including software/hardware installations, network diagnostics, and workstation configurations to transition Service department to entirely remote architecture during the COVID-19 pandemic. - Interviewed and onboarded new service subcontractors for the purpose of providing ad-hoc support physically throughout the United States. - Provided and implemented critical network and electrical infrastructure design solutions to resolve ongoing network and/or hardware issues in a low-voltage environment. - Utilized various network protocol clients including SSH, HTTP/HTTPS, TCP, and SFTP clients to remotely configure and maintain network hosts remotely. - Assisted in providing resolution information and ticket status updates to resources including Review teams, Customer Service Representatives, and clients. Show less



Varsity Tutors

• United States
• 1 - 100 Employee

• Mathematics Tutor

  • Mar 2018 - Aug 2018

  - Prepared and maintained custom lesson/tutoring plans individualized for students. - Provided both in-person and remote tutoring opportunities. - Prepared and maintained custom lesson/tutoring plans individualized for students. - Provided both in-person and remote tutoring opportunities.



SunEdison Semiconductor

• United States
• Semiconductor Manufacturing
• 400 - 500 Employee

• Hardware Administrator

  • Aug 2017 - Dec 2017

  - Created and maintained network account information for internal and external users. - Installed, configured, and maintained clean room equipment and software. - Facilitated quick response to incidents and emergency situations through excellent communication and task delegation to relevant technicians. - Provided remote support to end users and clients through remote desktop software. - Built PC images according to make/model of hardware supported. - Created documentation on procedures for troubleshooting hardware/software problems. - Provided additional support for Desktop technicians when needed, including software/hardware installations, network diagnostics, workstation configurations, and testing of new software/hardware systems. Show less



ALTANA AG

• Germany
• Chemical Manufacturing
• 200 - 300 Employee

• Information Technology System Administrator

  • Feb 2017 - Aug 2017

  - Created and maintained network account information for internal and external users. - Installed, configured, and maintained laboratory equipment and software. - Co-organized deployment of Windows 10 hardware to replace older Windows 7 infrastructure on campus. - Facilitated quick response to incidents and emergency situations through excellent communication and task delegation to relevant technicians. - Provided remote support to end users and clients through remote desktop software. - Managed inventory processing and documentation - Maintained and organize triage processes for quick and precise support for corporate production. - Provided additional support for Desktop technicians when needed, including software/hardware installations, network diagnostics, workstation configurations, and testing of new software/hardware systems. Show less



Reinsurance Group of America, Incorporated

• United States
• Insurance
• 700 & Above Employee

• Information Technology Help Desk Administrator

  • Jun 2016 - Nov 2016

  - Created and maintained network account information for internal and external users. - Facilitated quick response to incidents and emergency situations through excellent communication and task delegation to relevant teams or technicians. - Provided remote support to end users and clients through remote desktop software and VDIs. - Maintained and organized triage processes for quick and precise support for corporate production. - Provided additional support for Desktop technicians when needed, including software/hardware installations, network diagnostics, workstation configurations, and testing of new software/hardware systems. Show less



Safety National

• United States
• Insurance
• 700 & Above Employee

• Help Desk Specialist

  • Feb 2016 - Jun 2016

  - Provided first point of contact desktop/software support with internal staff. - Maintained and supported network data and user information through systems including Active Directory, and Cisco Director. - Assisted in troubleshooting VDIs for clients through Citrix management utilities (Director and Studio) - Migrated and organized internal user data in financial database systems including IMS, SalesForce, and Peoplesoft. - Maintained metrics using ticketing software including Issuetrak and TargetProcess. - Provided additional support for Network and Hardware technicians when needed, including software/hardware installations, network diagnostics, workstation configurations, and testing of new software/hardware systems. Show less



Green Bear English

• English Teacher

  • Nov 2015 - Feb 2016

  - Prepared weekly curriculum and learning activities for students. - Cleaned and maintained learning environments. - Actively interfaced with parents/guardians about student's progress in class. - Researched and implemented new teaching techniques and technologies in the classroom setting. - Provided excellent education opportunities to students ages 7-12. - Prepared weekly curriculum and learning activities for students. - Cleaned and maintained learning environments. - Actively interfaced with parents/guardians about student's progress in class. - Researched and implemented new teaching techniques and technologies in the classroom setting. - Provided excellent education opportunities to students ages 7-12.



Truman State University

• United States
• Higher Education
• 700 & Above Employee

• ITS Technician (Tier 2)

  • Jul 2012 - Jul 2015

  - Maintained and administered computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.- Performed data backups and disaster recovery operations.- Diagnosed, troubleshot, and resolved hardware, software, or other network and system problems, and replace defective components when necessary.- Planned, coordinated, and implemented network security measures to protect data, software, and hardware.- Facilitated the migration from thick client PCs to Wyse thin client (zero client) systems across campus, managing shared VDIs and firmware for each device.- Configured, monitored, and maintained email applications or virus protection software.- Loaded computer tapes and disks and install software and printer paper or forms.- Designed, configured, and tested computer hardware, networking software, and operating system software.- Operated master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.- Conferred with network users about how to solve existing system problems.- Maintained an inventory of parts and replacement equipment for emergency repairs.- Recommended changes to remove or improve systems and network configurations and determine hardware or software requirements related to such changes.- Trained people in computer system use.- Maintained logs related to network functions, as well as maintenance and repair records. Show less

• Student

  • Aug 2011 - May 2015

  - Studied as a mathematics major with minors in Computer Science, Cognitive Science, and Linguistics.- Assisted in the development and maintenance of university-localized social communities of greater than 2,000 users on Facebook, namely "Truman State Confessions", for 4 years while attending Truman State University.- Moderated and maintained social community while organizing events relative to each social community for students to attend on campus (tutoring events, social events, etc.)