IT Manager

• Feb 2020 - Present

IT Manager

• Apr 2017 - Jul 2019

Responsible for providing customer-focused IT help and providing the tools needed for employees to be more effective at their roles. Also working with the People and Culture team to improve employee experience and culture with new initiatives. Administered web service access for new employees such as Gsuite, 1 Password, Slack, JIRA, AWS, and Github. Also used provisioning software to manage software installs on Macbooks.Implemented the move from an older VOIP service to Ringentral. This allowed all departments to provide higher quality calls to our customers that improved the customer satisfaction and retention. Implemented the move from an older instant messaging service Hipchat to Slack. This move allowed all departments at the organization to integrate different web services into one platform which increased employee productivity. Helped create the JIRA Service Desk to give employees a standardized way way to request all IT related questions.Helped with streamlining onboarding and provisioning process to meet the growth of the company.Worked with other People and Culture team members with employee culture, employee experience and employee onboarding initiatives such as: - Implementing and promoting the Donut bot in Slack that allowed employees to schedule coffee or lunch with other employees- Filming and editing a monthly video called the "Proust Questionnaire" that interviews an employee and is presented at the company wide all hands townhall meeting. This video was to shine a light on an employee and give them some recognition. It also allow other employees to learn more about each other.- Helped with company events such as workshops, meet ups, and organization of the company wide summer BBQ.SKILLS: IT and Facilities | Employee Experience Show less

IT Administrator

• Jun 2015 - Apr 2017

Responsible for providing day to day customer-focused internal IT support for all employees. Administered access to core web services such as Google Suite, JIRA, Hipchat, and Zendesk.Procured hardware, software, and A/V equipment for existing and new employees. Implemented the first Wave-owned laptop program that moved the organization from a Bring Your Own Device (BYOD) program to brand new standardized hardware. This allowed all employees to have a top of the line hardware that increased their productivity and effectiveness. Became a part of the People and Culture team and created the first "IT 101" onboarding program to help new employees get up to speed with the core tools (Google, Hipchat, JIRA) and technology (Macbook and PCs) used at Wave.Worked with the People and Culture team with multiple office expansions and renovations during the December holidays. Made sure that the wifi and network was running at the new space and making sure that all equipment (ex. A/V, Xerox printer) was moved and functioning properly. Helped with Facility related tasks such as making sure that there was power available for all desks, Created a one page handout to help employees get acclimated to the new space after the renovations were done.Continued helping with new employee onboarding initiatives such as designing a post card that was signed by the team before a new employee arrived at work. Suggested new programs such as the "Lunch with Leadership" which allowed employees to meet with someone on the senior leadership team.Helped with the creation of the Wave Bi weekly newsletter sent to the organization that provided office and IT updates, a calendar of events at Wave. SKILLS: IT and Facilities | Hardware and Software Procurement | Employee Onboarding | Show less

Customer Support Hero/ Product Training

• Jan 2012 - Jun 2015

Responsible for solving problems of the small business owners using the Wave application through Zendesk tickets, live chat, and phone support. Worked collaboratively with all parts of the organization such as developers, designers, and product managers to improve the application by surfacing customer pain points, creating detailed bug reports through JIRA tickets, and becoming a product expert.Trained new support heroes via product training and suggesting workflows to increase their effectiveness.Created the first employee onboarding experience such as creating a meet and greet with the CEO and other managers, creating a product onboarding checklist to help new employees get up to speed with the application, and helping with office tours.SKILLS: Customer Support | Collaboration | Customer Empathy | Employee Onboarding | Employee Training Show less