Experience

Getaround

• United States
• Internet Marketplace Platforms
• 200 - 300 Employee

• Senior IT Specialist

  • Sep 2021 - Present



Afterpay

• Australia
• Financial Services
• 700 & Above Employee

• Senior Help Desk

  • Aug 2019 - Mar 2021

  Manage office IT needs for North American branches of Afterpay, based in Australia. A mainly Mac environment, working with JAMF and InTune for system management, Okta, G-Suite, and Azure for user account management, Crowdstrike for security, Forcepoint for VPN and Slack and Zoom for communication. Administered DevOps environment for developers with access to apps like Amazon Web Services, Amazon Workspaces, Sentry, Buildkite, Sumo Logic, Radius, and Kubernetes. Brought US into compliance with ANZ office by 2020 to promote better interoperability and facilitate rapid growth. (80 NA users in 2019 to 300+ in 2021) Work across teams in the UK and Australia to maintain company-wide tech support. Personal area of responsibility covering North America, including Customer Service team in Austin, TX, Sales/Marketing team in NY, NY and numerous remote users located throughout the US and Canada. Develop onboarding and offboarding strategies for a rapidly growing company, including support of independent, remote users. A/V system management for company-wide All-hands presentations and meetings. Providing white glove support with personable follow up and checking in with all users. Show less



Group Nine Media

• United States
• Online Audio and Video Media
• 1 - 100 Employee

• IT Admin

  • Dec 2018 - Mar 2019

  Manage office IT needs for SF branch of Group Nine Media's Brandshop as well as Seeker brand. A mainly Mac environment, working with JAMF and Meraki for system management, Adobe software (Blended Windows 10/Mac 10.14) for video editing, animation, and production. Took on managing internal VOIP PBX system (FreePBX/Asterisk) as a personal responsibility, moving company off of external vendor. Manage tickets and Agile sprint sessions via JIRA. User management via GSuite and Slack. Also handle in-house events like Townhall broadcasts using Wirecast software. Manage in-office networks and vlans with Fortinet firewalls, Ruckus AP amangement, Meraki Switches. MPLS via SohoNet ISP. Deal with Synology SAN servers, Signiant MediaShuttle for moving large files as well as sending and receiving with other vendors. AWS Glacier for backups and file restoration. Show less



Qatalyst Partners

• San Francisco, CA

• IT Services Lead

  • Apr 2016 - Dec 2018

  Actively respond to emails, phone calls, and face to face requests for support in a Windows and MacOS blended environment. Monitor network traffic using Splunk, Webroot, Slashnext, and FireEye. Manage Lenovo laptops using Acronis for imaging, SecureDoc for encryption, Webroot virus/malware protection. Make recommendations for new software and hardware upgrade cycles every summer. Managed new print system installs, coordinating with building and vendor for COI and other compliance. Rolled out Dialpad mobile integration for messaging archive compliance. Managed TeamViewer rollout, setting up security policy. Designed data entry map for EA phone layout forms, allowing EAs to request phone setup based on how they would like their phones to appear visually and give a clear, concise data entry form for our vendors who operated the backend. Worked within FINRA compliance. Managed office reconfiguration planning with external vendors. Show less



Self-Employed

• Professional Magician

  • Jan 2012 - Apr 2017

  Performed with numerous variety shows in NY, TX, and CA.Received the Martinka Award from SAM chapter 24 in Albany. NYPerformed at the historic UC Theater in Berkeley, CAContributed ideas for several marketed effects.

• IT Contractor

  • Jun 2010 - Mar 2016

  Worked several short-term contracts across the country:Goldman Sachs - Desktop Support (SF, CA) 2015Utica National Insurance - Desktop Support (Utica, NY) 2014Ciena/Nortel Networks - Office Merge Rollout Lead (Baltimore, MD) 2010



Dreyer's Grand Ice Cream

• United States
• Manufacturing
• 500 - 600 Employee

• Helpdesk/NOC Coordinator

  • Jan 2008 - Jun 2010

  Create and respond to tickets via Frontrange Heat. Closed 30 calls a day, on average. Provide support over phone, through e-mail and via remote DameWare connection and Livemeeting 2007. New user account creation, set-up, and maintenance using custom Oracle-based applications, Active Directory, and delegation through Heat. Ghost new Dell and HP Laptops and Desktops using BartPE. Support custom Web, Oracle, Windows Mobile and AS400 based applications. Router configuration for remote users as well as Celestix and Cisco VPN troubleshooting. Weekend support for new handheld application rollouts. Support Windows Mobile, Droid, and iPhone users for synchronization with Exchange server. Manage projects for rolling out department-wide software upgrades. Desktop support, visiting offices of local users, deploying new hardware, addressing immediate software problems, and transferring sensitive and encrypted data. Data Backups; Scheduling, Tape Initialization and cycling with Symantec Backup Exec, AS/400 and UNIX AS/400 system administration Traveled to off-site conferences to provide support to national users. Instituted SharePoint 2007 based Knowledge Base for internal Self-Help Portal Trained several new NOC Coordinators Show less



Brown & Toland Physicians

• United States
• Hospitals and Health Care
• 100 - 200 Employee

• Desktop Support

  • Nov 2007 - Dec 2007

  Respond to tickets regarding internal technical support issues via C.Support. Ghost new Toshiba and IBM Laptops and HP Desktops using BartPE. Research and develop automation through VBS, Batch scripts and GPO implementation. Set-up Audio/Visual systems for presentations using projectors and large-screen LCD/Plasma displays. Support local users of web-based Citrix and Unix SSH applications. Respond to tickets regarding internal technical support issues via C.Support. Ghost new Toshiba and IBM Laptops and HP Desktops using BartPE. Research and develop automation through VBS, Batch scripts and GPO implementation. Set-up Audio/Visual systems for presentations using projectors and large-screen LCD/Plasma displays. Support local users of web-based Citrix and Unix SSH applications.



AccountNow

• San Ramon, CA

• Desktop Support

  • Jan 2007 - Sep 2007

  Supporting corporate office of start-up company ~80 users. Including account administration for call-center employees using HP and Dell servers, laptops and HP desktops. Create accounts on Active Directory with Windows Server 2003, image new computers using Norton Ghost, and set building access for new employees using vendor provided ISO2000. Advising on security issues, implemented security and patch auditing procedures utilizing WSUS. Proposed information security policy. Assisted in implementing PCI Compliance through security measures including server and workstation hardening and utilization of syslog servers for archiving purposes. Developed and executed deployment plan for Postini email filtering service. Rolled out new hardware and software systems for new call-center app (EchoPass) for 60+ users. Also created a new Ghost image. Quarterly account and security auditing. Consulted on Sonicwall VPN connection set-up Set-up new 3com routers, HP and Dell servers and firewalls from Sonicwall. Researching hardware failover and firewall redundancy for disaster recovery using Veritas Backup Exec and HP DAT Tape Drives. Worked with Postini, EchoPass, StrataSoft, and Telepacific for tech support and infrastructure efficiency, automation. Developed and executed patch roll-out plan for Daylight Savings Time updates and compliance. Show less



Alain Pinel Realtors

• United States
• Real Estate
• 700 & Above Employee

• Field Service Technician

  • May 2006 - Nov 2006

  Supported three local offices in the Northern East Bay ~ 150 users with personal HP desktop support, desktop upgrades, data recovery using GetDataBack, Palm OS, Windows Mobile, and Blackberry phone set-up, mail-merge operations using Outlook, recommendations for laptop and phone configurations, HP server administration and emergency response. Help desk phone support and remote desktop connection ~ 2000 users Weekend and weekday support, including issues with Cisco VPN and intranet connections, SQL database management, proprietary software for CMA, office Toshiba printer troubleshooting, new user accounts and account administration in Active Directory and Exchange, re-imaged hard drives with maintained Norton Ghost image. Recorded calls into Salesforce CRM as ticketing system, contributed to solution knowledgebase, closed approximately 10-15 tickets each day. Assisted with hardware and software rollouts, including new proprietary software training and hardware inventory. Supported Microsoft Office 2003 Suite especially Outlook, Word, and Excel, Windows XP Pro SP2, Blackberry Desktop, Palm Desktop, ActiveSync, Estates Online, Trendgraphix, Adobe Acrobat, MLS Web Applications, Top Producer, Data Quick Show less