Desktop Engineer

• Aug 2021 - Present

Keep IT Simple is an MSP that provides a wide range of solutions to client companies. The business structure at KIS has given me the opportunity to work alongside several different IT teams at various companies. • Heffernan Insurance Brokers - In my role as a Help Desk Specialist, I offered professional technical support through phone and email, managing tickets in Outlook. I diagnosed and resolved issues, assisted with software tasks, and maintained detailed documentation for knowledge sharing. • Kyocera Laser - As a Threat Detection and Incident Response Specialist, I played a key role in responding to a ransomware attack, focusing on rapid detection and forensic analysis. I collaborated with cybersecurity experts to contain the attack, contributing to data protection efforts. • Western Allied Mechanical - I collaborated with the CIO and SysAdmin to assist 100+ employees with IT needs, using task systems like Asana and Spiceworks. I handled onboarding, iOS device management via Verizon's MDM, and enhanced cybersecurity using Malwarebytes for endpoint detection. • Pitman Farms - I managed Disaster Recovery, Incident Response, and Remediation, focusing on strategic planning and execution to ensure company resilience and continuity. • AC Transit - As a Help Desk Specialist, I efficiently handled tickets through ServiceDesk and monitored logs for security threats, escalating them to the cybersecurity team for mitigation, enhancing the organization's security. • Recology - I led a substantial project, orchestrating the migration of over 1000 employees from Windows 8 to Windows 11 devices. Over a 3 month period, I oversaw the entire process, including the development of device images within WS1, ensuring a smooth and timely transition. • Swiftly - We used FreshService for IT asset management and onboarding, along with Kandji for Macs and Microsoft Intune for Windows PCs to streamline device provisioning and monitoring effectively. Show less