Experience

• 

  Robinhood

  • Menlo Park, California, United States

  • Support Engineer

    • May 2021 - Present
    • Menlo Park, California, United States

    -Supports over 4,000+ employees at Robinhood remote and onsite through ticketing system (JIRA), Slack, and walkups from Founders to Individual Contributors-In-person & remote Executive support (Directors, VPs, COs, and Founders) for Menlo Park and remote locations-Strong interpersonal skills and ability to work in a fast-paced environment-Strong attention to detail-Experience with support, set-up, and administration of typical end-user hardware, software, and services-Troubleshooting Apple Macbook Pros and IOS hardware and software daily-Gsuite/Okta/Slack Administrator for Robinhood-Works on/completes 100+ tickets a week-Support video conferencing software such as Zoom and Google Meet-Troubleshooting devices from different hardware and software platforms (laptops, phones, & printers) onsite and remote-Experienced with troubleshooting Okta in an enterprise environment-Worked on the deployment of mobile devices with different management systems (Apple Business Management, ZeroTouch, and WorkspaceOne)-Created and modified “How-To” Coda/Confluence pages for the IT Team to train new teammates and end-users within the company-Lead/POC for IT storage room build-out/revamp across all Robinhood locations-Spokesperson for IT during new hire orientation (setting new hires/rehires/conversions with their devices and accounts)-Designated IT Support at HQ for the AV team during allhands, and if needed, sub-in to assist during allhands (help set up allhands, camera operator, confidence monitor controller, etc.)-Onsite IT Support at HQ in Menlo Park-Assisted in improving the workflow for on-boarding for all new hires at Robinhood (Full-time Employees, Contractors, and Service Partners)-Trained new members of the IT Team (full-timers, contractors, and interns) on how to answer tickets and do troubleshooting-Field tech for our Menlo Park and Denver office-Quick to learn and also create processes to be able to work with minimal supervision

• 

  Checkr, Inc.

  • San Francisco, California

  • Technical Support Engineer

    • Jun 2019 - May 2021
    • San Francisco, California

    - Supports over 400+ employees at Checkr through ticketing systems (Freshservice and JIRA), Slack, and walkups- Troubleshooting MAC laptops and monitor issues daily- Gsuite Administrator for Checkr- Okta Administrator for Checkr- Works on/completes 100+ tickets a week and became ticket delegator to ensure tickets met their SLAs- Created and modified all “How-To” and Runbook confluence pages for the IT Team to train new teammates- Created policies for the IT team to streamline workflows - Provision Okta, Gsuite, TalkDesk, Zendesk, and MaestroQA accounts for new hires- Provision Macbook Pro laptops for new hires and laptop replacements- Spokesperson for IT during new hire orientation (setting new hires up with their computer, Okta account, and walking them through Checkr’s ticketing requests)- Improved the workflow and policies for on-boarding and off-boarding employees- AV Support and Camera operator for all-hands meetings, along with being in charge of all-hands operations if needed- Took initiative to improve and organize the IDF storage room; created an asset and inventory management process (ordering, unboxing, importing, managing, and deploying laptops and laptop accessories)- Trained new members to the IT Team on how to answer tickets along with doing new hires (creating account profiles, building laptops, & presenting to them at new hire orientation)- Quick to learn and also develop processes/policies to be able to work with minimal supervision- Field tech for both San Francisco and Denver office locations- Able to assemble and deploy Google Meet Kits for conference rooms- Provides access to JetBrains licenses, Office365, LucidChart, Adobe, Expensify, and Slack

• 

  Facebook

  • Menlo Park, California

  • Imaging Technician

    • Sep 2017 - Jun 2019
    • Menlo Park, California

    - Image and provision Macs and PCs for all new hires and standard tasks (device upgrades, replacements, and loaners) for Facebook (Menlo Park and remote locations)- In charge of managing over 200 tasks and imaging laptops for all new hires at Facebook each week; FTEs, interns, and contingent workers- Takes charge in managing new hire imaging process, and provided insight for bettering the workflow for pushing out devices regarding new hires (FTEs, Interns, and Contingents)- Collaborates with other imaging technicians and logistic teams (including: Telco, Outbound, N00b Ops, Helpdesk, CPE, and IDO) to better the workflow environment corresponding with new hires- Able to troubleshoot provisioning/network certificate issues for MACs and PCs using commands in Terminal and Command Prompt- Assists during NHO (New Hire Orientation) for face-to-face support to answer computer and phone questions during set up- Has an understanding of using internal ticketing service (Tasks and Toolbox) along with using DUO security service - Uses Active Directory daily for new hire's provisioning process- Has a basic understanding for detecting and troubleshooting hardware issues for MACs (2015+) and PCs (yoga 1+, T450s+, and carbon 3)

• 

  Box

  • United States
  • Technology, Information and Internet
  • 700 & Above Employee

  • IT Support Specialist

    • May 2016 - Jun 2017

    IT Helpdesk:- Remediation (Using JIRA and ServiceDesk ticketing system)- Asset and inventory management for IT hardware (Laptops, MMI, laptop accessories, cables, ect.)- Imaging Macbook Pros and Airs (New hires and computer upgrades)- Assisting in the liquidation process for old/broken/out-of-date hardware (MBP, MBA, Mac Mini, X1 Carbon, T420s- T450s, tablets)- Provided support of all aspects of filming and event A/V support requests - video capture, live broadcasting, video editing and distribution company-wide- Assisted during the off-boarding/de-provisioning of employees (30-day hold of laptop, wiping machine, prepare it for reuse)- Troubleshooting devices from different hardware and software platforms (laptops, phones, & printers) for over 1,000 employees at Box's headquarters- Un-boxing and organizing laptops and accessories (Mac, Lenovo, chargers, mouse, keyboards, cables, etc.)- Distributing laptop accessories upon request company-wide (headquarters and remote) via ticket or walk-up (ServiceDesk)- Basic understanding of troubleshooting hardware issues- Uses DUO security service to help employees use VPN/Two-Factor authentication- Shipping and receiving company assets to other office locations

  • Compliance Analyst

    • Sep 2014 - Apr 2016

    Assist in the preparation and ongoing maintenance of process documentation (policies, procedures, narratives, control matrices)Business Continuity:- Data analysis, data entry, and record validations (data reconciliations, clean-up)- Developed self-learning user documentation- Experienced in Business Continuity tools: Fusion Framework, xMatters- Validated employee training materials- Researched and inventoried emergency supplies for the Emergency Management TeamSecurity:- Validating badging informationCompliance:- Responsible for entering Metadata

  • Datacenter Operations Technician

    • Aug 2014 - Sep 2014

    - Provide data center support at Box's headquarters- Documented and maintain corporate data center equipment for capacity management and migration decisions- Gained lower-level knowledge surrounding network hardware and configurations- Worked with Cisco 2950 and Cisco 4948

• 

  Self

  • Freelance Photographer

    • Sep 2010 - Jun 2013

    American High School's Historian (2011 - 2013): - Photographed American High School's 2013 Homecoming Court - Photographed American High’s Track, Swimming, Baseball, and Basketball JV and Varsity Teams - Photographed headshots for the cast of "Almost Maine" play - Photographed "Almost Maine" play- Created American High School's 2014-2015 agenda cover- Photographed for American High’s yearbook from 2011-2013