Information Technology Help Desk Technician

• Mar 2023 - Present

IT Associate (Contract)

• Apr 2022 - Nov 2022

Managed IT assets by vetting, tagging, recording, and maintaining using Salesforce. Created accounts and configured software/hardware as part of the onboarding process. Off-boarding of departing staff with regard to IT systems and assets. Provided advanced troubleshooting for web browsers, word processing software, and other applications. Managed the overall ticketing system. Assigned tickets to others and responded to tickets submitted to the ticketing. Provided support to internal and external groups on technical issues via telephone, email, and in person. Responsible for building solutions in the Knowledge Base for staff to self-service. Managed day-to-day G-suite administration for J-PAL staff. Assisted with Salesforce and Foundation Connect/Salesforce tasks when needed. Show less

Enterprise Applications Analyst

• Jun 2018 - Mar 2022

Implement, maintain, and utilize multiple SaaS applications across different departments Perform onboarding and offboarding tasks when necessary Manage a full macOS environment using JAMF and JAMF Connect products Work on ad-hoc projects that involve the use of SaaS such as Salesforce and HubSpot integrations Function as the only IT representative before hiring new team members Coordinate work with vendors and staff to resolve urgent issues Implement, maintain, and utilize multiple SaaS applications across different departments Perform onboarding and offboarding tasks when necessary Manage a full macOS environment using JAMF and JAMF Connect products Work on ad-hoc projects that involve the use of SaaS such as Salesforce and HubSpot integrations Function as the only IT representative before hiring new team members Coordinate work with vendors and staff to resolve urgent issues

Desktop Support Technician

• Mar 2015 - Jun 2018

Setup, deploy and support Windows and MacOS equipment assigned to new and current employees. Install and patch software using the PDQ Inventory and PDQ Deploy tools. Serve as the main point of contact for all user requests and technology related issues. Utilize Active Directory to create and manage computer, and user accounts, and apply proper permissions. Enhance standard and custom Salesforce objects to fit the organization’s needs. Manage three company WordPress sites by using stage sites to QA future changes. Lead project to migrate to ShoreTel’s VoIP services and cloud-based communications. Work with vendor contacts to resolve technical problems with computing equipment and software. Provide basic software consultation support (MS Office, Word, Excel, Outlook). Track all issues using Salesforce, provide analysis of the patterns and document potential solutions. Show less

Corporate Support Intern

• Jul 2014 - Jan 2015

Imaged 15 or more laptops per day to be used as loaners, upgrades and new hire laptops in an efficient manner. Swapped out faulty and/or outdated hardware pieces such as RAM and hard drives, in computers with upgrade needs. Assembled desk equipment including dual monitors, docking station and an IP phone for new employees and provided continuous support as needed. Resolved more than 10 tickets a day using the Servicenow ticketing tool based on priority level. Provided assistance to users regarding usage of tools such as MS Office, Cisco AnyConnect, WebEx and others. Show less