Work experience

• Senior Information Technology Specialist

  Evommune

  2024.12-Current

  (9 months)

  2 years 1 month
• IT Specialist

  //

  2023.07-2024.12

  (2 years)

  (1 year 6 months) • Provide in-office and remote hardware/software support to 30+ team members for issues relating to laptops, mobile phones, Office 365, Azure account services, MS Teams, Outlook and Windows/Mac OS • Configure, implement and maintain all AV hardware and software including Zoom Room, Zoom Phone and conferencing equipment • Create automated powershell scripts to utilize with microsoft intune installing software for department-specific users • Work closely with our Human Resource Director to create and iterate improvements upon the new hire on-boarding process including the IT On- boarding process • Collaborated with cross-department teams to discuss technical bottlenecks and identify solutions to improve daily operations • Spearheaded research and implementation efforts to identify an IT Service Management tool appropriate for business requirements to improve IT help desk and change management needs • Served as a Global Admin in AzureAD and Office 365, responsible for on- boarding/off-boarding new accounts, creating new department specific groups within MS Teams and managing exchange accounts • Created a quarterly IT Newsletter to bring awareness to new software and training resources implemented by the IT department to improve user productivity • Created and presented user trainings for Zoom, MS teams (Orchestry) and Outlook applications to improve user internal and external communication efforts • Performed monthly helpdesk SLA report analysis to identify successes and points of improvement for recurring incidents resulting in an overall decrease
• Information Technology Engineer

  ASD | SKY

  2022.05-2023.07

  (a year)

  (1 year 3 months) • Responsible for IT infrastructure/asset updates across San Francisco, Los Angeles and Washington D.C. offices • Remotely supporting 250+ employees with troubleshooting Windows/Mac based OS, Autodesk software (AutoCAD and Revit), video conferencing applications and hardware issues • Manage software application deployment and patch updates through PDQ deployment software • Perform critical updates, maintenance and troubleshooting for designated remote desktop machines utilized for image rendering, building design and architectural drafting software • Utilized ITIL 4 Foundational practices to provide insight into beneficial IT infrastructure/process changes to help promote improved business operations and productivity across multiple offices • Manage the on-boarding process for new hires to assure all necessary software and hardware have been procured for use • Lead IT projects including equipment updates/standardization, e-waste management, email and password protection best practices • Initiate research on new technology related to architecture modeling and design to strengthen our design team's ability to execute deliverables for clients • Administration of Office 365/Exchange accounts through third-party web application software • Supported budget planning for business resources and year-end equipment updates
• Desktop Support

  Mozilla

  2021.12-2022.05

  (6 months)

  • Lead weekly sprint-style meetings to assist in reviewing service desk best practices, decreasing SLA service windows and auditing process policies • Provided support to the Incident Response team to review potential security issues with helpdesk procedures • Collaborated with Workplace Resources and Procurement to improve daily in-office/remote operations • Provided hybrid end-user support for 1,700+ employees and contractors utilizing Jira Service Management software • Administered and managed cloud-based enterprise software accounts (G-Workspace, Slack, Office 365, Duo MFA) • Contributed to the formulation of job profiles to ensure team and organizational alignment for interviewing candidates • Provisioned laptops, desktops and other assets to remote employees on a global scale • Utilized Atlassian Confluence software to update the company-wide knowledge base • Responsible for providing thorough and preventative troubleshooting support for end-users with hardware-based and software-based issues on MacOS and Windows • Performed informative investigations on newly introduced processes to identify critical issues and provide constructive feedback • Delegated subject-matter related tasks to specialized service desk members resulting in overall improvements to end-user satisfaction • Cooperated with other service desk team members to complete activation and deactivation of employee LDAP accounts • Supported the A/V operations team in helping troubleshoot Zoom conferencing and video equipment issues in-office
• IT Support Specialist

  Frontrow Networks

  2020.04-2021.09

  (a year)

  (1 year 6 months) • Setup and support client systems on-site and remotely; including operating system and application installation, configuration, troubleshooting, repair and maintenance • Built strong professional relationships with our large and small clients to create an effortless correspondence during service disruptions, leading to a 40% increase in annual client retention • Installed and configured patch panels, routers, switches and wireless access points • Responsible for backing-up and restoring data, repairing and upgrading hardware including software on desktop and laptop systems • Trained employees on providing white-glove IT support to build strong relationships with our clients • Built and maintained employee desktop, laptops and mobile devices • Maintain inventory alongside workplace machines and systems • Utilize Asana and Trello work management platforms to organize and prioritize internal IT projects. • Setup and configure Mac OS X, Windows XP, 7 and 10 and productivity applications • Created and updated the knowledge base portal and IT troubleshooting documentation • Setup and administering mobile devices for employees (iPad, iOS andAndroid phones)
• IT Support/Community Manager

  Gif Your Game

  2019.05-2020.03

  (a year)

  • Responsible for team management of the quality assurance department to test, log, troubleshoot issues with product software • Pioneered research on emerging trends within the Esports industry and streaming platforms for popular games including Rocket League, PUBG, Counter-Strike, and League of Legends to incorporate in our content creation platform • Collaborated with content creators on streaming platforms to help promote and demo products to gain exposure to new user base • Managed team of 3 QA associates to test, log, troubleshoot issues with product software to prepare for beta testing • Supported product awareness activations by advertising cash prize competitions on Discord and content creation platforms (Instagram andTikTok) • Worked with our online community to identify key features requested by users to provide for the development team during production stages • Teamed up with Product Managers to identify KPIs with popularity of features among users and was involved in the brainstorming process for feature suggestions Conducted talent acquisition initiatives with our Product Manager, recruiting game-specific content creators for product promotion • Established strong customer relationships by actively engaging with our products online community within Discord and Twitter • Administered new users and computers on Microsoft Active Directory and cloud accounts • Setup printers, scanners and network attached storage devices • Solved network issues revolving around DHCP, DNS and in-network troubleshooting • Responsible for remotely troubleshooting and maintaining 50+ systems which ran our SaaS • Configured and supported A/V systems during online meetings and presentations • Built strong customer relationships while troubleshooting software issues over VoIP systems • Created and updated knowledge base documentation for software and machine troubleshooting • Trained employees on troubleshooting best practices, system maintenance and ticketing system use
• Manager/Training Manager

  Blenders In The Grass

  2016.07-2019.03

  (3 years)

  (2 years 9 months) • Responsible for the full-cycle recruiting process of new hires • Achieved a 12% increase in monthly sales by implementing personally created employee training plans in multiple stores • Promoted to title of “Training Manager” based on semi-annual performance, with duties of training newly hired Managers at multiple store locations • Operated as a liaison between employees and upper management to report store operation and training inefficiencies • Recognized for increasing and maintaining the monthly employee retention rate from 50% to 90% over a two-month period • Managed a team of 5-6 employees per day while scheduling a roster of 15-25 employees per week

Educational experience

• UC Santa Barbara

  Psychology

  2014.01-2016.01

  (2 years)

Certificates