Client Success Technician II

• Oct 2021 - Present

Global IT Support

• Jul 2020 - Jul 2021

- Utilize server applications including Exchange Shell, PowerShell and Active Directory to resolve global end-user reported issues - Draft and publish technical troubleshooting documents for the internal IT Services Knowledge Base - Design and present technical trainings for multi-team learning and organizational wide Tech Talks - Onboard and train IT Support Managers and IT Support Associates to prepare them for day-to-day success - Troubleshoot to resolve issues related to Ubuntu OS, Mac OS, Windows OS, email lists, Cisco VPN and other application related issues Show less

Technical Lead

• Jan 2020 - Jul 2020

- Configure Microsoft Azure virtual machines, storage accounts, and resource groups - Design and implement backend SharePoint solutions - Troubleshoot end-user reported problems, thoroughly and accurately documenting in the management tool - Build email templates and workflows within remote monitoring and management software - Participate in technology training and onboarding meetings with clients - Configure Microsoft Azure virtual machines, storage accounts, and resource groups - Design and implement backend SharePoint solutions - Troubleshoot end-user reported problems, thoroughly and accurately documenting in the management tool - Build email templates and workflows within remote monitoring and management software - Participate in technology training and onboarding meetings with clients

Service Desk Coordinator

• Jun 2018 - Sep 2019

- Troubleshoot computer issues such as VPN, authentication failure, crashing computer, and application-related issues - Created user accounts, distribution groups, and security groups within Windows Server Active Directory, Azure Active Directory and Microsoft 365 - Created technical documentation for developed SharePoint applications, collaborated with end-users and provided training in the usage of these applications - Updated SharePoint Site and Library permissions, and Office 365 permissions utilizing PowerShell - Configure user accounts within ShoreTel Directory Show less

GRC Analyst

• Sep 2015 - Dec 2016

- Built on-demand applications and questionnaires within Archer including data-driven events, workflows, and calculations- Created dashboards and role-based reporting- Recorded Archer solution tutorials for clients - Documented business processes with Microsoft Visio and OmniGraffle- Analyzed policies and performed gap analyses - Documented project risks and issues and managed remediation plans- Supported UAT process by creating test plans, test records, test accounts, and analyzing results Show less

Project Coordinator

• Feb 2015 - Sep 2015

- Assisted in the development of on-demand Archer applications, reports, dashboards and notifications- Provisioned user accounts in Archer- Proofread project documentation such as Non-Disclosure Agreements, Memorandums of Understanding and Statements of Work - Created and maintained project RACI Charts - Documented and distributed comprehensive meeting minutes