Apr 2020 – Jan 2021 · 9 mos

Mar 2019 – Apr 2020 · 1 yr 1 mo

Feb 2017 – Jan 2019 · 1 yr 11 mos

Aug 2015 – Jan 2017 · 1 yr 5 mos · Greater Seattle Area

• • Establish IT policies, standards, and SLAs across multiple organizations
• • Improve and automate client onboarding and offboarding processes
• • Onboard and train client and internal staff
• • Ensure and exceed expectations for customer satisfaction, response times, and service quality
• • Gather, analyze, and document client requirements
• • Proactively discover and resolve complex IT issues
• • Interact with all levels of management and roles within client organizations
• • Manage multiple concurrent deployment projects
• • Lead and own responsibility for computer, network, and physical security
• • Provide guidance and support to less experienced team members
• • Plan and implement A/V solutions and services
• • Implement Identity and Access Management solutions (SAML, AD, Azure AD, RADIUS, WS-Federation, OAuth) for all clients
• • Advise organizations on typical enterprise identity management processes and best practices

Aug 2014 – Jul 2015 · 11 mos · Greater Seattle Area

Jul 2013 – Jul 2014 · 1 yr · Greater Seattle Area

• Resolve escalated client complaints and issues
• Communicate and escalate top priority issues to System Admins
• Automate, maintain, and improve asset management through integration with other services
• Develop in-house software extensions for OS X, Windows, and other *nix operating systems
• Design and implement methods to improve device monitoring and metrics
• Train and advise new employees on company protocol and technical resources
• Provide technical support to customers on telephone, email and in person
• Help clients and internal staff diagnose and resolve IT issues
• Integrate, track, and update customer software and device inventory
• Document common issues, incident resolution techniques, diagnostic methods, software features, and company protocol

Aug 2010 – Aug 2012 · 2 yrs · Redmond, WA

• Tested video games and hardware, following a detailed and strictly ordered written testing procedure. Recorded diagnostic information and all encountered software bugs. Reported all issues to lead testers. Retained security keycard and protected company interests by following the NDA.

Sep 2007 – Jul 2009 · 1 yr 10 mos · Seattle, WA

• Educated visitors and answered questions about the center, events, exhibits, and movies. Staffed exhibits and performed demonstrations around the center. Trained new employees and volunteers on floor duties. Assisted in closing the Pacific Science Center.