Experience

Colorado Governor's Office of Information Technology

• United States
• IT Services and IT Consulting
• 300 - 400 Employee

• Senior Desktop Support Analyst

  • Jan 2016 - Present

  • Managed 2000 workstations spread between different agencies and domains.• Built and deployed software packages via SCCM.• Imaged computers via SCCM.• Deployed new or rebuilt computers based on OIT's security and operational processes.• Trained new employees on SCCM, day to day operations, and procedures.• Recorded new systems, coordinated with Facilities management to remove and surplus retired systems, and provided input to maintain inventory for hardware, software, and printers.• Performed Tier II and III support for desktops, laptops, and tablets, including solving problems with Microsoft, Adobe, Java, and McAfee Endpoint Security and Encryption Suite.• Updated and created documentation for new and existing installation or troubleshooting processes. • Provided technical assistance for user questions/issues on Windows XP, 7, 8, and 10 as well as Productivity software, Internet Browser applications, Antivirus/Security programs, and Proprietary applications. • Researched answers for end-users, provided training, and guided users through corrective steps in-person, email, or phone.• Installed and performed minor repairs to computers and peripheral equipment.• Configured mobile devices such as iPhones, iPads, and Androids.• Purchased cell phones and plans for all OIT employees.• Collaborated with other technical teams at OIT to research, troubleshoot, and resolve technical issues.• Installed and maintained new and existing Xerox network printers.• Corrected printer related issues, and collaborated with Xerox if the issue appeared to be more complex.• Escalated tickets to other teams after exhausting all of my team’s troubleshooting.• Assisted other technical teams with additional duties if requested.• Coordinated computer refreshes with other department heads.• Facilitated hardware and software quotes through Dell, Lenovo, HP, and Insight.



OPTIMUM NETWORKING, a Meriplex Company

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• ROC Analyst II

  • 2015 - 2016

  • Provided stellar Tier I remote support for a myriad of small to mid-sized business.• Responsible for training new employees.• Assigned to monthly On-Call rotation for after hours support. • Managed the prioritization for emergency tickets. • Performed On-Site support to multiple client businesses.

• ROC Analyst I

  • 2014 - 2015

• Internship

  • Mar 2014 - Mar 2014