Service Desk Analyst

• Jun 2023 - Present

IT Engineering

• May 2022 - Nov 2022

Provided hardware, software, networking, end-user support of using a Jira support queue, email, and Slack correspondences for an international, 300 user start-up. Tier 1-3 support. Handled SaaS support and configuration and IAM administration for internal business teams. Wrote and presented daily IT support and project reports to the Director of IT Operations. Work alongside a DevOps team to merge Terraform infrastructure-as-code updates to an internal Git repository. Wrote reports using the SOC2 and ISO 27001 compliance frameworks for an external auditor. Managed A/V equipment and Zoom Room hardware and software for office conference rooms. Performed asset management for a large Mac and PC endpoint fleet, camera equipment, and aerial drones using Kandji MDM, Google Workspace, and asset tracking software. Responsible for all asset procurement, repair, and recycling initiatives. Created a visitor sign-in workflow and NDA document for HR using Envoy. Administered an IT badging system for internal employees and office guests. Maintained and operated a Boston Dynamics Spot agile mobile robot. Shipped computer equipment to new hires and onboarded new hires across multiple regions including the United States, the European Union, Canada, and Oceania. Show less

System Administrator

• Oct 2021 - May 2022

Solved technical hardware and desktop support tickets for users using the ServiceNow platform. Troubleshoot WFH equipment, printers, thin clients, RDP and VPN services, and mobile devices. Deployed, configured, updated, and backed-up virtual machines using ProxMox VE. Administered Active Directory and handled onboarding and offboarding tasks. Inventoried and deprovisioned networking equipment hosted at a Digital Realty data center facility. Administered Active Directory and supported the Microsoft Office 365 application suite. Show less

Information Technology Specialist

• Oct 2020 - Oct 2021

Acted as an IT consultant for growing biotherapeutic companies within the San Francisco Bay Area. Worked closely with client leadership to ensure that KPIs, SLAs, and deliverables were met. Managed onsite IT operations, endpoint security, and incident management response for external clients. Supported Mac and Windows endpoints and administered Google Workspace. Built and implemented IAM and internal control solutions using Okta and Microsoft 365. Lead and supported external vendors during an extensive office renovation; upgraded a campus-wide network to include new meshed network access points and networking equipment. Deployed an Intune MDM solution to deploy and administer user endpoints. Onboarded and offboarded users and provided technology and information security training. Show less

IT Analyst

• Mar 2019 - Oct 2020

Resolved business continuity issues for 6,000+ job sites using a procedural troubleshooting methodology and ordained SOPs. Wrote post-mortem and business process analysis reports for internal stakeholders. Advocated for new automation strategies through IT workflow review and internal documentation. Gathered feedback and test data for an internal, continuously-developed diagnostic tool. Resolved business continuity issues for 6,000+ job sites using a procedural troubleshooting methodology and ordained SOPs. Wrote post-mortem and business process analysis reports for internal stakeholders. Advocated for new automation strategies through IT workflow review and internal documentation. Gathered feedback and test data for an internal, continuously-developed diagnostic tool.

Television Production Assistant

• May 2017 - Aug 2017