Enterprise Desktop Administrator

• Jan 2022 - Present

Information Technology Professional 1 - User Support

• Jan 2019 - Dec 2021

• Hardware and software purchasing consultation, gathering customer requirements and coordinating with vendors for recommendations and quotes. • Shepherd orders through process (verification, purchasing, receiving, deployment). • Primary contact for IT recycling, serving as liaison between our teams and our vendor. • Work as a member of several SAFe Agile project teams. • Proposed a defined coordinator role to assist workload management during a time of high volume, which was put in place the following week. • Proposed a defined deployment team to help expedite order delivery during a time of high order volume and staffing shortages, which was put in place by management. • Proposed collaboration with the University ReUse center to divert OIT recycling stream and capture value, which was put in place by management. • Pre-pandemic, my primary role was endpoint support. Show less

IT Support Consultant

• Oct 2017 - Oct 2018

• Provide direct end user support and technology consultation for clients • Provide direct end user support and technology consultation for clients

Junior Quality Assurance Engineer

• May 2016 - Feb 2017

• QA testing as an integrated part of an Agile software development team • Basic code base troubleshooting in a ColdFusion / SQL development environment • Ticket resolution during sprints with guidance and assistance from developers • Assist with writing release notes and release deployment • QA testing as an integrated part of an Agile software development team • Basic code base troubleshooting in a ColdFusion / SQL development environment • Ticket resolution during sprints with guidance and assistance from developers • Assist with writing release notes and release deployment

End User Support 1

• Jul 2012 - May 2016

• Comprehensive onsite end user technical support • Windows and macOS installation and support • Imaging using Microsoft SCCM and DeployStudio for Mac • iOS, Android, BlackBerry, and Windows phone and tablet support • Hardware and software purchasing, setup, and installation • Ticketing and CRM using ServiceNow • Remote support using Bomgar • Google Apps support • Drupal CMS support • Comprehensive onsite end user technical support • Windows and macOS installation and support • Imaging using Microsoft SCCM and DeployStudio for Mac • iOS, Android, BlackBerry, and Windows phone and tablet support • Hardware and software purchasing, setup, and installation • Ticketing and CRM using ServiceNow • Remote support using Bomgar • Google Apps support • Drupal CMS support

Technical Support Analyst

• Feb 2012 - Jun 2012

• Comprehensive onsite end user technical support • Windows and macOS installation and support • Apple certified hardware repair, using my ACMT certification and Apple GSX • iOS, Android phone and tablet setup and support • Hardware and software purchasing, setup, and installation • Imaging, software deployment and patching • Ticketing and inventory using in-house FileMaker Pro database • Comprehensive onsite end user technical support • Windows and macOS installation and support • Apple certified hardware repair, using my ACMT certification and Apple GSX • iOS, Android phone and tablet setup and support • Hardware and software purchasing, setup, and installation • Imaging, software deployment and patching • Ticketing and inventory using in-house FileMaker Pro database

Information Technology Professional

• Mar 2007 - May 2011

• Comprehensive onsite end user technical support • Windows and Mac OS X installation and support • iOS, Blackberry, and Windows phone and tablet setup and support • Hardware and software purchasing, setup, and installation • Windows imaging, software deployment and patching using Microsoft SCCM • Project support for college-wide migration to Google Apps • Project support for college-wide migration to Active Directory • Ticketing and inventory using Alloy Navigator • Comprehensive onsite end user technical support • Windows and Mac OS X installation and support • iOS, Blackberry, and Windows phone and tablet setup and support • Hardware and software purchasing, setup, and installation • Windows imaging, software deployment and patching using Microsoft SCCM • Project support for college-wide migration to Google Apps • Project support for college-wide migration to Active Directory • Ticketing and inventory using Alloy Navigator

Information Technology Professional

• Jul 2006 - Jan 2007

• Comprehensive onsite end user technical support in the School of Kinesiology• Managed AD migration project for departmental computers and printers• Windows and Mac OS X installation and support• Hardware and software purchasing, setup, and installation• Extensive end user training and assistance• Ticketing and inventory using in-house software created by CEHD IT

Information Technology Professional

• Oct 2005 - Jul 2006

• Provided technical support and training for faculty and staff using WebCT (now Blackboard)• Provided website consultation, creation and maintenance using Dreamweaver• Provided content production using Microsoft Office, Adobe Acrobat, Dreamweaver, and Photoshop

Office and Administrative Specialist

• Aug 2004 - Oct 2005

- Administrative and technical support for the Office of Academic Affairs - Support for classroom technology including digital lecterns, network connectivity, and printers - Administrative and technical support for the Office of Academic Affairs - Support for classroom technology including digital lecterns, network connectivity, and printers

Office Specialist

• Jul 2001 - Aug 2004

- Coordination of administrative and teaching responsibilities for the Director - Transcription from handwritten material and cassette tapes - Departmental and lab website creation and maintenance using Microsoft FrontPage - Assist IT manager with projects - Coordination of administrative and teaching responsibilities for the Director - Transcription from handwritten material and cassette tapes - Departmental and lab website creation and maintenance using Microsoft FrontPage - Assist IT manager with projects