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Work Background
Virginia Economic Development PartnershipIT Analyst
Jul. 2022Richmond, VAManage SaaS platforms including Microsoft Intune, Azure AD, Exchange Online, and Adobe Creative Cloud/Sign, serving as Adobe Sign SME and license administrator. Provide IT support for ~398 employees across 10 departments, including international travelers and remote offices in Germany, Japan, and Korea, resolving ~250 tickets/month. Lead onboarding, training, and documentation initiatives to improve user adoption, operational efficiency, and cross-time-zone collaboration. Maintain enterprise IT operations, incident response, software licensing, and vendor relationships to ensure secure, reliable technology services. Coordinate IT projects and process improvements, including video conferencing systems, MDM, DEI initiatives, and multi-department technology deployments.
Virginia Economic Development PartnershipPC Support Tech
Jul. 2008 - Jul. 2022Richmond, Virginia, United StatesTraining, Development, & Policy Management
- Developed and led IT training for new employees across two entities (VEDP and Virginia Tourism Corporation) that doubled in size over a four-year period (from 200 to 398 employees).
- Supported the development and implementation of new diversity, equity, and inclusion (DEI) plan
- Created company-wide IT Onboarding and Best Practices Handbook that received a 90% approval rating from company employees.
- Developed orientation materials for new employees and facilitated training for new presentation equipment.
- Recruited and trained new IT employees in agency IT policies, network security best practices, active directory, and new user creation.
- Facilitate and lead company-wide trainings for employee mobile device use.
Technical Support
- Manage and resolve approximately 250 support tickets/mo for 398 employees across 10 departments (human resources, finance and accounting, business investment, tourism, and international trade) for both VEDP and the Virginia Tourism Corporation (VTC).
- Maintain, configure, and operate video conferencing system and presentation equipment. - Played integral role in planning and facilitating the second and final phase of company’s office relocation over a span of eight months including coordination with software vendors, IT partners, and facility management at the current and previous office locations.
Software & Service Provider Management
- Support vendor relationship management with software and service providers including services agreements, contracts, and system issues such as outages.
- Oversee Mobile Device Management (MDM) for enhanced security measures including BES, Good for Enterprise, Maas360, and JAMF.
- Maintain licensing and installation records for Adobe Software.
- Maintain VOIP telephone systems operation manuals – Nortel, then Cisco. - Installed, configured, and maintained PC hardware and software for Windows and Mac computers.
Williams MullenHelpdesk Specialist
Dec. 2007 - Mar. 2008• Served as one of five help desk support specialists at a full-service law firm with more than 300 employees.
• Resolved approximately 200 software and hardware tickets on a monthly basis. • Trained employees in basic and advanced MS Office Suite and Windows-based software functions. • Trained employees in new equipment and procedures for computers and video conferencing. • Upgraded users to Windows XP environment with a standardized profile, and performed password resets, resolved basic connectivity issues, and set up remote network connections.
Overnite TransportationHelp Desk Technician
Apr. 2000 - Jul. 2002Richmond, Virginia• Provided first-level support to more than 2,000 end-users in 150 offices for large-scale national freight company. • Resolved issues of mainframe equipment and network using Telnet, Netwizard, and Extra! Attachmate to determine the next course of escalation. • Led extensive virtual trainings for 50 managers in the field on new computers during transition from mainframe terminals to windows-based machines. • Used Lotus Notes and Remedy AR software to communicate within the company with an average of 35 to 70 callers per hour.
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