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Summary

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

Mar 2015Present

TECHNOLOGY SUPPORT SPECIALIST

VARSITY TECHNOLOGIES
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 2014Dec 2014

TECHNOLOGY PROJECT COORDINATOR

NativeX
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 2009Feb 2014

SYSTEMS PROJECT SUPERVISOR

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 2010Sep 2011

HELP DESK PROJECT COORDINATOR

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 2009Aug 2010

TECHNICAL ANALYST

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

Education

Oct 2014Jul 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 2009Aug 2011

B.A. Communications; Print Journalism

BRIGHAM YOUNG UNIVERSITY

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