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Work Background
IntegrisSystem Administrator
Sep. 2022
Norris DesignIT Tech Support
Jan. 2022 - Sep. 2022• Performs a variety of support tasks (both on-site and remotely), including analyzing, documenting, testing, maintaining, troubleshooting and supporting of PC hardware, operating systems, software applications, peripherals, and communication devices for the entire organization. • Help Desk Support • Conference Rooms • IT Asset Management • Active Directory (Onboarding, Offboarding, Distribution groups) • Microsoft O365 Administration (office O365 suite, Sharepoint, Teams, Exchange) • AutoCAD troubleshooting • Windows Server 2019(GPO, Active Directory, DHCP, Print Management) • New office setup (Sonic firewall, switches, routers, etc.) • Hyper-V Virtualization • Zoom Administration Okta Administration
Front Range Community CollegeSenior Support Analyst
Jun. 2020 - Jan. 2022Fort Collins, Colorado, United States• Working as an IT Technology Owner (Tech Owner) within assigned area(s) of responsibility, collaborate with ITS and college departments. In partnership with the service owners and key stakeholders develop technical roadmaps, gather requirements, and conduct technology reviews. • In partnership with other tech owners, provide daily operational support for technologies specific to FRCC or the environment as part of a rotational cross training program. • Serve as project manager for ITS assigned projects and follow the FRCC IT Project Management process and procedures to plan, monitor, report, and drive projects toward successful completion. • Participate in ITS assigned projects, following the FRCC IT Project Management Process. • Following the IT Incident and Service Request process, respond to tier two service desk orders as assigned. Act as backup to the service desk, responding to service desk work orders when tier one support is unavailable or has not been able to resolve issues. • Follow all FRCC IT ITIL service management processes and procedures, including, but not limited to; change management, problem management, event management, etc. • Train and mentor IT student technicians. • College Wide Visix (Digital Signage) Player Administrator
American Furniture WarehouseIT Support Engneer I
Mar. 2020 - Jun. 2020Firestone, Colorado, United States• Monitor and respond quickly and effectively to requests received through the IT helpdesk ticketing system • Respond to customer calls into help desk support line • Create step-by-step training material with screenshots for customers • Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware • Document internal procedures • Collect feedback to determine patterns and issues such that they can be resolved or turned into FAQs that are easily understood to ease in self-troubleshooting • Maintain daily performance of computer systems • Work through the problem-solving process with customers, empowering them to do the same in the future • Run diagnostic scans to resolve problems before they are reported • Train incoming staff • Escalate significant and recurring issues to the tier-3 support team • Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
Front Range Community CollegeLead Student IT Technician
May. 2018 - Mar. 2020• Coordinated and directed a team of eight in the support of all programs and activities associated with PC and telecommunications operations, including troubleshooting, deploying, replacing, and maintaining hardware, software, printers, and peripherals campus-wide. • Analyzed problems to support faculty and student end-users in a diverse, high-volume environment to resolve or escalate their computer and mobile device related issues via phone, instant messaging, email, and in person. • Created, edited, and closed service requests in the ticket management system. • Managed users and hardware in Active Directory, including maintaining access management and assigning organizational units (OUs). • Evaluated hardware for renewal, replacement, or imaging and software for installation or upgrade as necessary. • Maintained hardware and software inventory management system, including data integrity of deployed assets to guarantee accuracy. • Assisted with operational level networking issues, including the installation of cable drops and activating and testing ports. • Recommended and implemented modifications to systems, and creates policies, and procedures for training. • Trained new hires on procedures and provided coaching as new processes are introduced.
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