Colorado Mountain College

Technology Support Specialist II• December 2020 - October 2023

Keep and deploy software packages through SCCM to maintain proper application distribution and updates on the network.

Troubleshoot and resolve technology issues for PCs, Apple devices, and instructional hardware/software, ensuring quick restoration of service.

Perform installation, maintenance, and support for computers, multimedia systems, and network equipment.

Maintain operational integrity of technology resources for instructional and event support, including Smart classrooms and computer labs.

Document support history and resolutions in ticket management systems, ensuring timely updates and adherence to incident management processes.

Provide training and technical support for educational technologies and software applications to faculty, staff, and students.

Manage site-based computer inventory and coordinate routine maintenance, repairs, and upgrades for optimal performance.

Serve as a liaison between users and vendors for support of hardware and software, ensuring compliance with license agreements.

Assist with data recovery efforts to maintain business continuity during hardware failures or data loss incidents.

Lead and provide guidance to part-time employees and work-study students in technical support tasks and IT operations.

Morrison and Foerster

Desktop Analyst II • December 2020 - October 2023

Conducted audit of over 600 hardware assets to ensure inventory was correct and current in 90 days.

Implemented Asset Lookup tool, allowing help desk analysts at other office locations to complete an audit of local desktops, laptops, and tablet devices, reducing lookup time by 2 hours per device.

Documented procedures for software and hardware installations.

Investigated daily vulnerability notifications from Tenable reports.

Encrypted computers with BitLocker. Occasionally worked on BitLocker recovery.

Conducted 802.1X reviews daily for unauthenticated devices on the network.

Resolved over 100 incidents, change orders, and tasks each week.

Deployed a remote office with a site-to-site VPN, printing, and video conferencing capabilities.

Upgraded over 200 users’ iPhones to the iPhone 13 over a six-month project. Transferred data and installed Mobile Device Management agent on all iPhones.

Imaged and prepared Laptops weekly and lowered laptop replacement time to 30 minutes.

Used Microsoft System Center Configuration Manager (SCCM) to manage software updates and push new packages.

United Medical Center

Desktop Analyst II • July 2020 - December 2020

Troubleshoot an enterprise network environment of a 24/7 hospital with 500 active users.

Upgraded over 100 computers from Windows 7 to Windows 10.

Imaged and deployed over 100 mobile workstations over six months.

Created and maintained Active Directory accounts using Powershell automation tools.

St Vincent General Hospital District

Desktop Analyst I • September 2018 - July 2020

Reviewed policies and procedures to ensure they were correct and HIPAA compliant

Installed hardware and software, configured and troubleshoot desktop or mobile systems, workstations, and network issues, including wireless systems for over 100 users.

Implemented a physically separate guest Wi-Fi system, increasing internal traffic speed and securing internal communications.

Maintained Active Directory, Created user accounts, created clear Organizational Units (OUs) and Group Policy Objects (GPOs). Improved process management through clear documentation.

Experienced with hardware or software hard drive encryption and software file encryption using Carbon Black.

Established and maintained effective working relationships with customers and staff through clear and friendly communication.

Azure Cloud Resume Challenge

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