I value ownership in the customer experience. I thoroughly enjoy evaluating processes from the perspective of the consumer and developing improvements to that experience.

Software Proficiency: JIRA, Confluence, Network Address Management , VCenter and VM Fusion Print Management, Meraki, Microsoft Exchange Server, Active Directory, Microsoft Office Suite, Altiris Imaging

Work experience

Work experience
Mar 2015 - Present


Building relationships with clients through professional technological service
  • Face to face client interaction planning and implementing solutions for technological issues
  • Evaluate and discuss client systems and make recommendations for improvement
  • Maintain up to date detail client records; including trends in technological issues
  • Conduct research on issues and develop technological strategies for remedy
May 2014 - Dec 2014


Maintained a high level of employee technical satisfaction in the San Francisco location.
  • The main point of contact for all projects which helped advance in-house productivity and collaboration.
  • Responsible for vision and strategy of corporate related communication tools and technology
  • Managed the project charter for the transition from SharePoint to Confluence, and the migration to Office 365
  • Managed the project timeline and worked with internal teams and external vendors to complete the projects by the scheduled date.
  • Conducted in-house employee training on the new software applications.
  • Provided daily support for user activities ensuring timely and accurate resolutions of user problems.
Sep 2009 - Feb 2014


Brigham Young University
Ensured the physical/virtual safety, protection, and repair of technology located on our 3 campuses
  • Coordinated with department chairs to understand the technical needs of their employees.
  • Coordinated with my team to research, plan and then execute project assignments.
  • Daily system monitoring, verifying the integrity and availability of all hardware, server and user data backups
  • Focused on server management, active directory management, updates and patch management, imaging, and inventory rotation.
Aug 2010 - Sep 2011


Brigham Young University
Nurtured trust with our customers in the services provided by myself and my team
  • Gathered and analyzed metrics to benchmark the help-desk workload/performance and identify trends in issues.
  • Developed and maintained in house training materials and certifications for employee advancement
  • Decreased outstanding incidents to its lowest point in a 5 year span with a 95% closure rate of tickets within our established S.L.A.
  • Provided 2nd tier technical computer support for employees and service volunteer
Aug 2009 - Aug 2010


Brigham Young University
Conducted help desk operations as a first level of support for end users
  • Provided 1st tier technical computer support for 2500 employees and service volunteers
  • Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and service
  •  Conducted the physical repairs of hardware, including printers, laptops, and work stations.
  •  Improved system performance by identifying problems and recommending changes


Oct 2014 - Jul 2016

M.S. Project Management

City University of Seattle
Knowledge and practical skills in leading domestic and global teams acnd applying project management tools based on situational context
Aug 2009 - Aug 2011

B.A. Communications; Print Journalism


Learned skills in analytical thinking, lucid writing, and effective interviewing to be able to present clear and compelling information with words, sounds, and images.