Experience

• 

  Wa state recreation and conservation office

  Apr 2014 - now

  Work remotely in assisting the IT Manager and Chief Information Security Officer with IT incident response, disaster recovery planning and management of department budgets. Train and oversee IT Customer Support - Entry position and IT Interns. Administer and provide Tiers 2 and 3 level support for ITSM service desk. Train with system administrators on various objectives related to System Administration roles and responsibilities. Work independently and as a team member to coordinate and oversee IT projects, reporting progress to executive management. Support network administrators in administering servers, storage, and related infrastructure systems. Routinely administer, monitor, and maintain multiple systems within a hybrid cloud environment. Monitor security platforms, configure, and deploy daily virus definitions, monthly security updates and software application packages to client computers. Work with global administrators and product engineers to troubleshoot issues. Collaborate and evaluate growing needs of the agency with changing technology and security mitigation. Show less Utilized ITSM software, ITIL processes and the OSI Model to provide outstanding Tiers 1 and 2 desktop support to agency staff, contractors, and board members. Managed IT asset inventory, equipment disposition, purchasing and procurement of equipment and licensing. Developed and managed workflows, knowledge base articles, training presentations and general communications for technical and non-technical staff. Provided IT onboarding and offboarding for agency staff and contractors. Imaged, configured, and deployed client computers, and cell phones. Administered employee accounts, authentication, profiles, and mailboxes. Show less

  • IT Technical Support Specialist (Customer Support - Journey)

    Jul 2021 - now

  • IT Technical Support Specialist (Customer Support - Entry)

    Jul 2017 - Jun 2021

  • Administrative Assistant, IT Intern

    Apr 2014 - Jul 2017