Resume

System Administrator - Transportation Insight - Remote - April 2022 to Current 

 Role supported hybrid, multi-tennant environment. Excelled in a rapidly changing environment with competing Infrastructure priorities while supporting Service Desk. Participated in On-call rotation to ensure infrastructure availability and escalated as needed. Worked with multifunctional teams to setup EDI implementations and support business applications. Worked in Jira and ServiceNow for tickets and project updates. Supported a collection of companies and acquisitions operating under a parent company. Expanded and consolidated documentation and reporting to support new team members and leadership priorities. Worked with team to ensure that SSL certificates were updated consistently and put in place before expiration.  

• Assisted in various migrations to standardize Infrastructure systems across the environment, including Cisco Email Security Appliance to Mimecast, PDQ and WSUS to Bigfix, and Cisco Firewalls to Fortinet firewalls, assisted in migrating Nagios, New Relic, What’s Up Gold and PRTG to Datadog, Worked with developers to setup SSO Authentication through Okta 
• Active Directory projects: Built trusts between domains, helped in designing new Hybrid Active Directory domain to migrate all other domains to, made and modified privileged accounts and groups through the GUI and PowerShell 
• Efficiently performed as the Subject Matter Expert (SME) in HCL Bigfix. 
• Initiated monthly decommission and patching cadence on team 
• Built and configured Tableau server in VSphere as well asModified Group Policy according to best practices to support Rapid7 quarantine requirements.  
• Upgraded BeyondTrust Application server 
• Built over 50 SFTP sites to support Parcel and EDI, trained team members as well in their creation. 
• Trained new team members on the environment, standardized onboarding process to reduce training period by 50% 
• Current Project: migrate multiple different tenant on prem tableau servers to the cloud with vendor assistance 

Application Support Technician - Transportation Insight - Remote - October 2021 to April 2022

Analyzed software and system shortcomings, determined their causes, and implemented remedies to fix technical issues reported by users. Assisted individuals with using software by demonstrating procedures. Answered queries, offered detailed instructions, and provided training on application features and functionality. Aided in the process of installing and setting up software on end-user devices. Collaborated with software developers to identify and resolve software issues or bugs. Worked with Jira, Zendesk and ServiceNow for tickets and project updates.  

• Delivered assistance with Cognos 10, Cognos 11, Mercury Gate TMS, several in-house programs, and Salesforce. 
• Consistently recognized as the team's top ticket leader, averaged 50+ tickets per week 
• Facilitated the training of new team members and the development of efficiency-boosting JavaScript programs. 

Desk side Technician - Stefanini - Overland Park, KS - December 2020 to October 2021 

Provided Tier 2 Desk side Support for Black & Veatch, including hardware replacements and warranty repairs through Dell.  Accepted tickets via Walk-ups and assignments.  Utilized user schedules to perform repairs in a timely manner. Undertook additional initiatives to assist the team. Offered end-users with hands-on technical assistance and respond to user inquiries, provide guidance on the use of various software and hardware instruments, and troubleshoot user issues. Provided guidance with system enhancements, including hardware replacement, memory expansion, and software updates. Worked with ServiceNow for tickets.  

• Successfully oversaw the setup of multiple sites and returned to the office in a post-COVID setting. 
• Automated repetitive activities using PowerShell scripts and grew into the team's expert on Dell Precision hardware. 
• Provided support for O365
• Ensured that zero tickets violated SLA.  

Help Desk Technician - Transportation Insight - Overland Park, KS - September 2019 to December 2020

Delivered IT support for a remote office, including inventory management, computer refreshment, onsite server maintenance, and desk phone troubleshooting. Oversaw Active Directory and Exchange object management, including the creation, modification, and deletion of group mailboxes, Distribution Lists, new employees, and former employees. Engaged in the training of newly hired personnel. Built Dell API-based Warranty Verification Tools. Collaborated with system administrators and infrastructure engineers. Worked with Zendesk for tickets. 

• Facilitated the relocation of professionals from in-office to full-time remote work due to COVID. 
• Developed and became the group's resident expert in PDQ (software distribution), Druva (data backup), Cisco AMP (anti-virus alerts), and WSUS (search and push updates to enterprise).  
• Consistently the team's top ticket-taker, and a recipient of the company's customer service award 

Service Desk Technician - Dell - Oklahoma City, OK - September 2018 to September 2019 

Engaged in solving multiple queries specifically for crucial clients like Boeing. Responded to inbound calls and offered Tier 1 support for software and hardware. Worked with HP Service Manager for tickets. Achieved status as a team Macintosh expert who interfaced directly with executives and internal backup software product managers.  Spearheaded the writing and updating of documentation for Tier 1 agents and the team. Provided Tier 2 assistance by email, online ticketing, and telephone. Worked with HP Service Manager and ServiceNow for tickets. 

• Accomplished an average of 12-minute handle time and ensured first call resolution 75% of the time.  
• Gained a position in the top 10% of team ranking consistently and always averaged above 95% customer satisfaction.  

Bachelor's of Science in Information Technology with a concentration in Software Development - Southern New Hampshire University - 2021 to May 2023 - Complete

Completed Coursework:

• Scripting with Python
• Database Structures using MySQL
• Computer Networking, Security
• Leadership and management
• Web Services in AWS
• Risk Management and Mitigation
• Systems Requirements and Implementation planning
• IT Policy Documentation
• Project Management
• Software Development Fundamentals
• Application Development

Bachelor's of Science in Computer Science and Game Development - Oklahoma Christian University - 2016 to 2018 - Incomplete

Completed Coursework:

• Fundamentals of Software Engineering
• Procedural Programming with C++
• Object Oriented Programing with Java
• Web Development Fundamentals with HTML, CSS, Javascript, PHP
• 3d Modelling Fundamentals with Maya and 3ds Max
• Computer Architecture with Assembly Language
• Data Structures and Algorithms

Reason for Leaving: Family

Technology(Professional) 

• Active Directory(On-Prem and Azure) 
  • Create, Modify and Delete Objects and groups 
  • Built trusts between domains
• Exchange(on-Prem and Online) 
  • Create Modify and Delete mailboxes and Distribution Lists 
  • Modified Inbound/Outbound rules
• WSUS 
  • Pushed Updates to enterprise
• vSphere 
  • Created, modified and deleted virtual Machines 
• Bigfix 
  • Created and modified software packages Assisted in Patching 
• PDQ 
  • Create, modify and delete software deploy packages 
  • Create,modify and delete Asset collections Created tools for team to manage assets 
• Cerberus FTP   
  • Created and modified users 
• Druva 
  • Ensured that users had active backups 
  • Managed available licenses 
• ServiceNow
  • Created Reports and dashboards for leadership and team
• Powershell
  • Scripted Repetitive Tasks
• Zendesk
  • Created macros to pull ticket reports to manage ticket statistics.  
• Cisco AMP Console 
  • Ensured that AMP clients remained up to date 
  • Responded to potential malware alerts and reported them through ticketing tool