Dec 2021 – Dec 2022 · 1 yr · Remote

• Primary support contact for 250 global end users
• Administrator for 50+ business applications
• Manage employee onboarding and offboarding
• Led SSO integrations of company apps to Azure AD
• Designed and implemented Freshservice ITSM software
• Supported Intune MDM rollout
• Managed hardware and software purchasing and inventory management with global vendors, ensuring cost-effective and timely procurement

May 2021 – Dec 2021 · 7 mos

• Train, assist, and act as escalation point for team of 10 technicians
• Assisted in hiring, onboarding and mentored 16 new IT team members
• Lead biweekly onboarding classes of 20-50 new hires
• Designed and managed ongoing IT onboarding for 1500+ new employees
• Supported hardware & software for Windows and macOS devices for 2200 global employees
• Administration & troubleshooting for a variety of SaaS tools across all departments
• Software license management and purchasing
• Hardware management and purchasing
• Maintain documentation for internal knowledge base
• Supported company rollout of Okta to 700 users
• Supported MDM migration for 1200 users

May 2017 – May 2021 · 4 yrs

• Train, assist, and act as escalation point for team of 10 technicians
• Assisted in hiring, onboarding and mentored 16 new IT team members
• Lead biweekly onboarding classes of 20-50 new hires
• Designed and managed ongoing IT onboarding for 1500+ new employees
• Supported hardware & software for Windows and macOS devices for 2200 global employees
• Administration & troubleshooting for a variety of SaaS tools across all departments
• Software license management and purchasing
• Hardware management and purchasing
• Maintain documentation for internal knowledge base
• Supported company rollout of Okta to 700 users
• Supported MDM migration for 1200 users

Nov 2016 – May 2017 · 6 mos · Greater Salt Lake City Area · On-site

• Worked primarily with system administrators to resolve backup software issues, including network, database, and server hardware troubleshooting
• Supported high-impact issues, such as DR tests and time-sensitive data restores
• Served in a team lead capacity for 12 support representatives

Apr 2016 – Oct 2016 · 6 mos · Salt Lake City, UT · On-site

• Diagnose and fix hardware, software, and networking issues for various clients via phone, chat, and in-person.
• Assist with management of Active Directory, Exchange, Office 365, Hyper-V, GPOs, network and security appliances, backup software
• Regularly check backups, drive space utilization, RAID controllers, server health
• Assist in infrastructure upgrades and deployment
• Hands-on server and domain creation/migration experience

Oct 2015 – Apr 2016 · 6 mos · Salt Lake City, UT · On-site

• Supported the 2016 global launch of Netflix
• Research and troubleshoot escalated issues involving account billing, tools, and streaming across all platforms including PC, Mac, gaming consoles, and mobile devices
• Maintained fast-paced communication across customer service and engineering teams regarding issues, outages, and resolutions
• Create and update proposals for customer facing support articles
• Audit ticket backlog for resolutions and RCA
• Actively engaged in peer mentoring
• Led training presentations for customer service agents

Mar 2015 – Oct 2015 · 7 mos · Salt Lake City, UT · On-site

• Troubleshooting issues through chat support related to billing, devices, and network connections for end users around the globe
• Assisted team leads and supervisors with providing live feedback to agents for performance improvement and coaching opportunities
• Handled contact escalations as well as escalated issues, when appropriate, to the technical support team
• Helped prepare material for weekly team meetings with other leadership personnel

Feb 2013 – Mar 2015 · 2 yrs 1 mo · Draper, UT

• Provide attorney and legal support for litigated cases
• Provide document requests and retrievals from firm's client base through website & FTP methods
• Assisted IT department with special projects including client software and workstation upgrades
• Created process documentation (video and written) for training purposes
• Participated in cross-training of processes throughout the firm