Technical Support Engineer

(May 2022 - March 2023)

Provided both Tier 3 and Tier 4 support receiving internal escalations from customer engineers and external support requests directly from administrators and technical solution partners providing advanced support for existing customers. As part of a team embedded in engineering, collaborated directly with software engineers and data scientists to maintain the platform and its third-party integrations including Azure, Okta, Iterable, and Hubspot. Provided advanced REST API technical support, reviewed advanced cloud platform logs, delivered reports thoroughly documenting bugs or feature requests, utilized Git to collaborate and review deployments, provided system administrator level oversight, configured SSO portals, and utilized Command-line API tools to manage full account lifecycle. Maintained up-to-date understanding of machine learning, artificial intelligence, cloud-based data warehousing, and personalized marketing. Updated documentation to facilitate best customer experience.

Skill Highlights: Managing integrations including Azure, updating documentation, REST API CLI troubleshooting, SSO configuration, cloud platform management and logging, utilizing Git, Shell scripting, handling incidents, updating tickets, and patch management.

Helpdesk Lead

(Apr 2018 - Apr 2022)

Co-managed operations of Tier 1 student employees who provided frontline technical support for the university. Helped ensure all university information technology followed ITIL standards and best practices. Monitored service metrics, redesigned service delivery processes, partnered with stakeholders, led strategic planning to improve existing infrastructure, coordinated onsite moves, managed remote teams, provided individualized coaching, set key performance indicators, and administered Atlassian Suite including Jira Service Desk and Confluence.

Helpdesk Consultant II

(Aug 2017 - Apr 2018)

Received escalations from Tier 1 technicians for advanced technical problems including administration of Google Workspace, Office 365, and Active Directory. Suggested updates to documentation and conducted training. Developed custom Powershell scripts for client management. Monitored endpoint network security using Splunk and McAfee Enterprise. Performed business process analysis.

Skill Highlights: Team management, Atlassian administration, ITIL compliance, endpoint troubleshooting, KPI setting, training, documentation, escalation support, SLA negotiation, device management (JAMF, SCCM), Powershell scripting, Splunk, McAfee, Microsoft Defender Antivirus, business process analysis, strategic planning, and service redesign.

Help Center Associate

(Aug 2013 - Jul 2017)

Co-managed student employee teams and conducted employee training. Provided advanced escalation support for Microsoft Office 365, Azure, and Active Directory Provided on-demand premium support to SLA represented populations. Managed large volume of devices through JAMF or SCCM configuration managers to manage Mac OS, iOS, and Microsoft Windows devices. Monitored network infrastructure to identify security vulnerabilities using Splunk and other tools, helped implement enterprise best practices, supported innovative learning communities, managed LMS tools including Canvas, and deployed devices. Maintained up-to-date understanding of enterprise device management, cybersecurity, and endpoint management tools.

Skill Highlights: Microsoft Office 365, Active Directory, and Azure administration, assisting with migration to O365 from Exchange, endpoint management and software distribution using client management tools (KACE, JAMF, SCCM), SLA compliance, escalation support, device deployment (Dell, HP, Apple), malware remediation, and customer relationship development.