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Work Background
The Seattle TimesService Desk Analyst/SharePoint Administrator
Dec. 2023• Manage hybrid on-prem AD/Entra ID environment
• Manage configuration of Exchange E-mail, E-mail Security and SharePoint on Office 365 • Configure Microsoft Teams Voice features and voicemail
• Image and deploy laptops, AV hardware, and peripherals • Desktop and audio-visual conference room support to occasional onsite employees
• Installation and troubleshooting of software used by graphic designers, newsroom, finance, and marketing teams
• Provide phone, ticket, and walk-up end-user support
• Break/Fix repairs on laptop issues
• Assist in on-call rotation for business-impacting printer press issues Windows, Mac, iOS and Android support
Jet City ITIT Project Technician
Aug. 2023Computer and Server Set up/Relocation services with major corporate clients in Seattle area
Moves/Disconnect/Reconnect/Set-up of new workstations/Test systems for functionality
Rhino Staging & Event SolutionsStagehand
Jul. 2023 - Jul. 2023Assisting tour with setting up & tearing down equipment for event, including audio, video, lighting & stage
SalesforceDesktop Support Analyst
Jun. 2023 - Dec. 2023contracted employee through Iron Systems MSP(Tech M) • Provide immediate assistance to users who walk up to the Techforce Tech Bar, providing real-time troubleshooting and guidance through hands-on problem solving of hardware, software, OS, and network issues.
• Document and track all support requests and resolutions using appropriate ticketing systems.
• Contribute to the development and improvement of the Techforce knowledge base and self-help resources.
• Adhere to company policies, procedures, and service level agreements to ensure consistent and high-quality support delivery.
• Laptop asset fleet consists of 65% MacOS, 30% Windows OS, 5% Linux OS
• iOS and Android device support
Sorted Solution LLCIT Consultant
Mar. 2023 - May. 2023• Consultant for company with large list of clients across a variety of industries, healthcare, architecture, gaming
• User account management in on prem AD/Azure AD and Google Admin Console
• Monitor network health, administrate server backup checks, VPN implementation
• Server patching, end to end migration administration, end-user support of workstations and AV devices, DataCenter/Colo project work
• Reporting and ongoing documentation improvement
Zones, LLCNetwork Operations Center Engineer
Jan. 2022 - Dec. 2022• Administration of end-user accounts in Active Directory and Exchange • Create and configure Distribution Lists and Security Groups • Monitor system batch jobs, sql processes and health checks, escalating alerts to devs when required • Monitor server room in 24/7/365 environment, replace faulty hardware • Create and implement scripts to generate system data for reporting, task automation • Update Oracle databases for critical business processes
CTI BioPharmaHelp Desk Analyst
Mar. 2021 - Dec. 2021Seattle, Washington, United StatesContracted employee through VitalSource IT • Provide patient and personable support to C-Suite executives and teams in a healthcare research environment
• Asset management of hardware inventory, imaging and deploying hardware and peripherals to remote employees and ensuring return of devices post-employment
• Light system-administration duties, creating Active Directory and Exchange Users, monitoring user diagnostics and reporting trending issues to management
• Provide desktop and audio-visual conference room support to occasional onsite employees
Acuitus, Inc.IT Program Intern
Nov. 2020 - Apr. 2021Five month Information Technology (IT) program and the result of a fifteen-year joint effort between Stanford faculty, DARPA (the nation’s premier research organization), Bill and Melinda Gates Foundation, US Navy, and the Department of Veterans Affairs. Participants start with no experience and exit five months later joining the best in the IT field.
MicrosoftSupport Coordinator - Azure CXP Hi-Pri Events Program
Apr. 2020 - Nov. 2020Redmond, Washington, United StatesContracted employee through Rational Interaction (A Wipro Company) • Coordinate end-to-end support for high-priority events: deployments, migrations, scaling out to prevent issues with increased traffic load and/or other critical issues for our enterprise partners and fortune 500 customers
• Review and triage submissions, partnering across various cross-functional teams to ensure stability for enterprise customers on Azure.
• Organize kickoff meetings, follow-ups and debriefs to ensure account team awareness and to address customer needs and requests.
MicrosoftTechnical Support Analyst
Feb. 2019 - Jun. 2019Issaquah, WAContracted employee for Microsoft through Apex Systems • Providing end-user support for full spectrum of Microsoft Products: Xbox, Surface devices, O365, Windows OS
• Supporting escalated cases under supervision of Microsoft's ELP (Executive, Legal, Press) Teams.
• Perform white glove handling, risk mitigation, and root cause analysis to prevent issues from reoccurring.
Amazon Web ServicesAWS Technical CSA - Abuse Investigation & Prevention
Aug. 2018 - Jan. 2019Greater Seattle Area• Ownership of reported case types such as Port Scanning, DoS, Phishing, Malware, etc
• Take action on abusive/non-responsive customers (applying throttles when applicable)
• Analyze network logs to verify proper classification of incoming abuse reports
• Execute messaging to customers on best practices
• Monitor queues for trends
• Provide leadership and security teams with feedback on policies, procedures and tools that need improvement or creation
• Reach out to Technical Account Managers, Business Development Contacts in order to provide white glove service to high spend, enterprise, or government accounts.
Blueprint TechnologiesConsultant
Nov. 2016 - Aug. 2018Bellevue, WashingtonContracted employee for a Washington-based AAA game developer and digital content platform company • Provided troubleshooting steps and education to end users for a wide variety of issues encompassing account security, network, OS and applications. • Reviewed system diagnostic reports to ensure compatible software and hardware is present. • Analyzed .dmp files, network logs
• Reproduced bugs, filed bug reports. Functionality/ Regression testing. • Sent feedback to developer for continuous improvements to platform and hardware products
• Supported Windows, Mac and Ubuntu Linux environments.
• Managed Project work with Trello
Comcast CableCustomer Experience Representative II (Repair)
May. 2016 - Nov. 2016Lynnwood, WA• Answered incoming calls regarding technical questions and problem resolution related to Comcast products as well as customer equipment. • Assisted customers with networking (LAN) setup and management, • Troubleshooted DVRs, Set Top Boxes, Modems, Routers, VoIP services, and WiFi connectivity
• Provided education on products, and services. • Trended emerging issues. • Ensured first call resolution and minimized truck rolls.
• Awarded for High Customer Satisfaction
XeroxCustomer Service Representative/Tier 1 Google Play Agent
Sep. 2015 - May. 2016Redmond, WAContracted employee for Google through Xerox • Troubleshooted devices running Android OS as well as Android Apps. • Educated users about Google Services. • Worked closely with Tier 2 to document unusual issues/file bug reports. • Used with proprietary tools and ticketing systems to track user issues and inquiries. • Provided leadership and work guidance to less experienced agents.
• Awarded for Perfect Attendance and High Customer Satisfaction
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