Sharepoint Administrator / Help Desk Support Analyst II

• Sep 2021 - Present

Help Desk Analyst/PC Technician 1

• Aug 2019 - Mar 2022

Admin and Tech Support

• May 2018 - Aug 2019

Part time Admin and Tech Support - Project: upgraded office router to mesh network system to increase signal strength/stability - Project: evaluated, tested, implemented, trained users for company's first CRM - routine O365 admin tasks, license audits - managed office computer inventory - Project: evaluated, tested, implemented A/V equipment for conference rooms Part time Admin and Tech Support - Project: upgraded office router to mesh network system to increase signal strength/stability - Project: evaluated, tested, implemented, trained users for company's first CRM - routine O365 admin tasks, license audits - managed office computer inventory - Project: evaluated, tested, implemented A/V equipment for conference rooms

End User Support Specialist

• Mar 2013 - Aug 2017

-Mentor other EUCS with advanced troubleshooting support-Work on hiring committees for new EUCS by interviewing candidates. -Create and maintain internal documentation on policy changes, new procedures and training for new specialists as well as lead small group training sessions for policy review and updates-Schedule and regularly attend meetings and report feedback to supervisors and directors regarding software, hardware, office supplies and further training needed to best support the NAU population-Image new machines as well as perform hardware and software troubleshooting steps on Dell enterprise hardware line (Latitude, Optiplex, Precision, ChromeBook)-Image new machines as well as perform hardware and software troubleshooting steps on Mac hardware line (iMac, MacBook Pro, MacBook Air, MacBook, MacMini, MacPro)-Image new machines as well as perform hardware and software troubleshooting steps on Microsoft Surface machines-Use two-factor software DUO for additional security, and Yubikey for Windows certification and privileged accounts-Work with Information Security Team to resolve anti-virus, malware, ransomware, and phishing attacks-Managed and administered the Sophos Enterprise Anti-Virus on campus for over 8000 devices and helped phase out Sophos when the university moved to Microsoft Endpoint Protection-Work on a 24/7 on-call schedule for emergency support, including for NAU Police Department-Work with security-sensitive information and FERPA regulated information, passed a fingerprint and background check for my security-sensitive role-Educate staff and faculty about personal security on-line, including never responding to phishing emails and keeping passwords secure-Communicate solutions effectively to on-campus, distance learning, international and non-traditional staff and faculty of varied technical experience both over the phone and in person, work calmly with stressed users to resolve their issues Show less

PC Support Technician

• Oct 2011 - Mar 2013

-Worked on hiring committees for new SCAs by interviewing candidates. -Created and maintained internal documentation on policy changes, new procedures and training for new and returning SCAs as well as lead small group training sessions-Scheduled and regularly attended meetings and reported feedback to supervisors and directors regarding software, hardware, office supplies and further training needed to best support the NAU population-Offered 2nd tier support for students’ personal computers, printers and gaming devices on LAN and Wifi networks at NAU-Was available for resolving interpersonal issues between student employees, maintained an open-door policy regarding issues-Worked 24/7 on-call shifts with other full-time staff-Supported students’ personal computers, printers and gaming devices on LAN and Wifi networks at NAU-Diagnosed software and hardware problems on a variety of students’ computers-Gave support for external ResNet website development and use including the sites resnet.nau.edu and internal documentation website-Educated students about personal security on-line including the use of anti-virus, ant-spyware and anti-malware software-Worked with on-campus, distance learning, international and non-traditional students to resolve issues with their personal computers-Co-authored, maintained and administered the first ever Student Technology Center survey, the purpose of which is to collect feedback from students on trends and perceptions of technology services at NAU-Collaborate with other NAU departments to pilot new programs and technology for NAU’s student population including the successful Google Apps for Education transition, the E-Learning Center’s on-line learning environment transition to BbLearn (having also piloted the program Moodle) and the recent transition to WPA2 in the residential halls Show less