Desktop Support Engineer

• Mar 2023 - Present

Founder, Consultant

• Oct 2021 - Present

Provided information technology services to businesses and organizations in California, Nevada, Florida, Minnesota, and Vermont. Served as project manager for multi-million dollar access control and security overhaul for a California client. Provided tier 2 troubleshooting services with average of 2 hour initial response time and average 3.5 hour resolution time. Created and deployed Group Policies for several clients to better manage account permissions and machine… Show more Provided information technology services to businesses and organizations in California, Nevada, Florida, Minnesota, and Vermont. Served as project manager for multi-million dollar access control and security overhaul for a California client. Provided tier 2 troubleshooting services with average of 2 hour initial response time and average 3.5 hour resolution time. Created and deployed Group Policies for several clients to better manage account permissions and machine tracking. Created process documentation for internal tasks including ticket resolution guide and inventory policies. Automated Server 2016 tasks using PowerShell and SQL, including scheduled data uploads to third-party FTP server. Show less Provided information technology services to businesses and organizations in California, Nevada, Florida, Minnesota, and Vermont. Served as project manager for multi-million dollar access control and security overhaul for a California client. Provided tier 2 troubleshooting services with average of 2 hour initial response time and average 3.5 hour resolution time. Created and deployed Group Policies for several clients to better manage account permissions and machine… Show more Provided information technology services to businesses and organizations in California, Nevada, Florida, Minnesota, and Vermont. Served as project manager for multi-million dollar access control and security overhaul for a California client. Provided tier 2 troubleshooting services with average of 2 hour initial response time and average 3.5 hour resolution time. Created and deployed Group Policies for several clients to better manage account permissions and machine tracking. Created process documentation for internal tasks including ticket resolution guide and inventory policies. Automated Server 2016 tasks using PowerShell and SQL, including scheduled data uploads to third-party FTP server. Show less

Information Technology Manager

• Mar 2021 - Oct 2021

Oversee district-wide and site-specific technology initiatives including hardware/software acquisition, on-site support scheduling, network and telecommunications upgrades, and the redesigning of the IT department. Redesigned the IT department from the ground up, improving ticket response times, staff satisfaction, and training existing IT employees. Implemented an entirely new asset management and ticketing program, improving the retention and availability of IT assets like computers… Show more Oversee district-wide and site-specific technology initiatives including hardware/software acquisition, on-site support scheduling, network and telecommunications upgrades, and the redesigning of the IT department. Redesigned the IT department from the ground up, improving ticket response times, staff satisfaction, and training existing IT employees. Implemented an entirely new asset management and ticketing program, improving the retention and availability of IT assets like computers, adapters, and peripherals. Manage a team of 3 IT professionals to provide near-constant uptime across all district locations. Design and implement a hybrid learning setup to facilitate engagement between students at home and in-person by leveraging new and existing technologies and processes. Improve existing systems by utilizing technology to improve efficiency, examples include the introduction of machine imaging, server scripts, virtual machines, and remote device monitoring.

Information Technology Coordinator

• Oct 2020 - Mar 2021

Client Systems Engineer

• Jul 2019 - May 2020

Personally supported seven major healthcare organizations supporting hundreds of thousands of patients. Served as an Epic software subject matter expert (SME) for the technical and operational configuration and needs of several customers. Built relationships with key customer stakeholders, administrators, and C-level executives. Provided community members with accurate sizing for their implementation, upgrade, and platform projects and quick resolutions to their acute performance and… Show more Personally supported seven major healthcare organizations supporting hundreds of thousands of patients. Served as an Epic software subject matter expert (SME) for the technical and operational configuration and needs of several customers. Built relationships with key customer stakeholders, administrators, and C-level executives. Provided community members with accurate sizing for their implementation, upgrade, and platform projects and quick resolutions to their acute performance and stability issues. Provided proactive guidance for found issues and conduct regular calls with the customer to review ongoing issues and potential improvements in service. Prepared and review executive and administrative level reports for both internal and external use. Contributed to internal projects and initiatives, served as SME for Citrix Virtualization, PowerShell, and Excel. Show less Personally supported seven major healthcare organizations supporting hundreds of thousands of patients. Served as an Epic software subject matter expert (SME) for the technical and operational configuration and needs of several customers. Built relationships with key customer stakeholders, administrators, and C-level executives. Provided community members with accurate sizing for their implementation, upgrade, and platform projects and quick resolutions to their acute performance and… Show more Personally supported seven major healthcare organizations supporting hundreds of thousands of patients. Served as an Epic software subject matter expert (SME) for the technical and operational configuration and needs of several customers. Built relationships with key customer stakeholders, administrators, and C-level executives. Provided community members with accurate sizing for their implementation, upgrade, and platform projects and quick resolutions to their acute performance and stability issues. Provided proactive guidance for found issues and conduct regular calls with the customer to review ongoing issues and potential improvements in service. Prepared and review executive and administrative level reports for both internal and external use. Contributed to internal projects and initiatives, served as SME for Citrix Virtualization, PowerShell, and Excel. Show less

ITS Lead Computer Consultant

• Sep 2015 - May 2019

Managed rotating team of 30+ consultants with customer support/troubleshooting and user workstation configuration. Responsible for hiring, training, and supervising 10 new employees every year in customer support operations, basic troubleshooting, and college procedures. Implemented and improved new training curriculum to increase new hire efficiency. Monitored employee productivity through online ticketing system. Solved complex troubleshooting problems with various end-user and… Show more Managed rotating team of 30+ consultants with customer support/troubleshooting and user workstation configuration. Responsible for hiring, training, and supervising 10 new employees every year in customer support operations, basic troubleshooting, and college procedures. Implemented and improved new training curriculum to increase new hire efficiency. Monitored employee productivity through online ticketing system. Solved complex troubleshooting problems with various end-user and network devices and triaged them to appropriate groups as needed. Managed and monitored call center tools, voice mail systems, and customer service tracking tools. Show less Managed rotating team of 30+ consultants with customer support/troubleshooting and user workstation configuration. Responsible for hiring, training, and supervising 10 new employees every year in customer support operations, basic troubleshooting, and college procedures. Implemented and improved new training curriculum to increase new hire efficiency. Monitored employee productivity through online ticketing system. Solved complex troubleshooting problems with various end-user and… Show more Managed rotating team of 30+ consultants with customer support/troubleshooting and user workstation configuration. Responsible for hiring, training, and supervising 10 new employees every year in customer support operations, basic troubleshooting, and college procedures. Implemented and improved new training curriculum to increase new hire efficiency. Monitored employee productivity through online ticketing system. Solved complex troubleshooting problems with various end-user and network devices and triaged them to appropriate groups as needed. Managed and monitored call center tools, voice mail systems, and customer service tracking tools. Show less

Management & Digital Consulting Intern

• May 2018 - Sep 2018

Served as a consulting intern for teams working with multiple Fortune 500 companies. Gained training, mentorship, on-the-job instruction in fields of communications strategy, organizational design, and change management. Provided in-depth reports on various research subjects, and created documentation for internal and external standardized use. Served as a consulting intern for teams working with multiple Fortune 500 companies. Gained training, mentorship, on-the-job instruction in fields of communications strategy, organizational design, and change management. Provided in-depth reports on various research subjects, and created documentation for internal and external standardized use.

Participant

• Jun 2016 - Jul 2016

Completed Mentor-driven leadership and innovation immersion program; built skills through collaborative, experiential, impact-focused learning Consulted for Blaze Pizza, with a focus on customer acquisition and marketing, presented to owners and founders. Won MiddCORE innovation challenge among 60 participants for Scholarship Hub startup business plan. Completed Mentor-driven leadership and innovation immersion program; built skills through collaborative, experiential, impact-focused learning Consulted for Blaze Pizza, with a focus on customer acquisition and marketing, presented to owners and founders. Won MiddCORE innovation challenge among 60 participants for Scholarship Hub startup business plan.

Intern

• Oct 2014 - Jan 2015

E-commerce department. SAP BASIS, Database Services, and Linux. Worked alongside team of 50 to manage several dozen websites and pages. Conducted website usage research to determine most efficient update times. E-commerce department. SAP BASIS, Database Services, and Linux. Worked alongside team of 50 to manage several dozen websites and pages. Conducted website usage research to determine most efficient update times.