Jul 2021 – Oct 2023 · 2 yrs 3 mos

• Provide Tier 2+ support to 1000+ employees
• Collaborate on projects with IT infrastructure, infosec, IT business systems, and HR teams
• Continuously suggest improvements for internal systems and processes, and perform UAT as needed
• Create knowledge base articles for users and IT team
• Onboard new users
• Administer Google Suite, Microsoft Office, Okta, Zoom, LastPass, and other SaaS applications
• Mentor new IT team members
• Work with external vendor to implement data retention infrastructure

Mar 2021 – Jun 2021 · 3 mos

• Assist end users with smart heart monitor and app setup, usage, and troubleshooting via email and phone
• Provide internal IT support for US time zones

Nov 2018 – Feb 2021 · 2 yrs 3 mos · Austin, Texas, United States

• Provide Tier 2+ support to over 1000 employees across 19 offices worldwide
• Coordinate tasks relating to office relocations and new office openings
• Deploy innovative solutions company-wide with minimal impact to productivity
• Assist with company all-hands, company kick-off, tech summits, and other internal live streaming events
• Own company's Zoom account
• Evaluate current systems and processes; research and test improvements as needed
• Work with vendors to coordinate POC trials and reduce spend
• Assist with department projects
• Collaborate with other functions to increase productivity
• Train userbase on new systems
• Mentor Tier-1 employees

Nov 2017 – Nov 2018 · 1 yr · San Francisco Bay Area

• Provide primary support for company’s west coast offices in SF and LA, and support NY team
• Coordinate and execute infrastructure projects
• Install, configure, and troubleshoot company network equipment
• Leverage JAMF Pro suite to ensure high availability of common-use software and deploy VPN and other configurations
• Work hand-in-hand with HR to ensure smooth employee on- and off-boarding
• Support company-wide town halls and other live streaming events
• Inventory company assets
• Ensure high availability of server assets
• Provide personal support to executives
• Participate in new office space buildouts
• Coordinate procurement of IT equipment
• Refresh and upgrade edit workstations as needed
• Audit company software accounts

Oct 2015 – Nov 2017 · 2 yrs 1 mo · San Francisco Bay Area

• Provide IT support for all assigned clients
• Configure and deploy JAMF Pro for clients that require an Apple MDM solution
• On- and off-board users
• Provide consultation with clients to increase efficiency
• Manage client servers, networks, computers, telephone and fax equipment
• Manage and administer Google Suite and Microsoft Office 365 application
• Image, repair, and deploy computers
• Monitor workstation and server backups
• Install network equipment and perform wiring tasks as required
• Monitor client network status and respond to outages
• Act as primary point of contact between clients and their service providers
• Manage and coordinate projects as assigned

Feb 2015 – Oct 2015 · 8 mos · Oakland, CA

• Provide Level-1 and Level-2 hardware and software support to users
• Image, upgrade, deploy, and maintain company computers
• Deploy hardware and software
• Set up Apple iDevices and enroll in AirWatch MDM
• Route help desk tickets to Pasadena office as needed
• Unlock users and assign to Organizational Units in Active Directory
• Decommission old hardware
• Image, upgrade, maintain, and purchase company computers and software
• Assist in the setup of Networks-in-a-Box for jobsites
• Visited job sites for hands-on support as needed
• Assist with A/V tasks, such as setup, teardown, and presentation operations

Mar 2014 – Feb 2015 · 11 mos

• Provided Level-1 support to customers with their computer, peripheral, and mobile device problems
• Used remote access tools to take control of customers’ computers and perform troubleshooting
• Maintained the highest levels of customer service while assisting customers
• Routed trouble tickets to appropriate groups as required
• Collaborated with other Service Desk Analysts regarding problems that affect multiple users

Jul 2007 – Jan 2010 · 2 yrs 6 mos · San Jose, CA

May 2002 – Aug 2007 · 5 yrs 3 mos · Locations as assigned

• ICBM Maintenance
• Operations Center Controller