Beaverton, Oregon, United States
Results oriented Georgia native with experience in Systems and SaaS administration.
Resolved issues as primary response triage for hardware, software, and networking problems using Jira Service Desk. Escalated issues and coordinated tickets to appropriate personnel when required. Configured and deployed appropriate laptop hardware and peripherals, software, and telecommunications equipment for new hires. Configured and managed accounts for new hires and end users using G-Suite, Jira, Confluence, and proprietary company software. Maintained and contributed documentation related to processes, procedures, and protocols for both technical users and end users.
Managed and remedied hardware and software issues for Mac and Windows devices; identified and implemented solutions to maintain system stability and uptime. Configured and deployed user specific setups for a diverse client base, including workstations, laptops, monitors, tablets, routers, switches, VoIP phones, and other network and office equipment. Resolved remote access, printing, and network connectivity problems. Configured, installed and maintained network monitoring services (Auvik/Domotz/Netdata) to ensure fast response times and detailed descriptions in the event of network events. Worked extensively with Ubiquiti products, including EdgeRouters, Unifi Controllers, Cloud Keys, and APs. Deployed and maintained Windows Server, Mac Server and Synology NAS. Drafted contact forms and pages on WordPress to simplify onboarding, offboarding, and purchase requests from clients. Managed client password administration, permissions, contact information, security policies and server credentials. Accurately logged time and tracked calls and emails in help desk. Maintained historical records with related problem documentation. Planned and transferred domain services across numerous registrars with no downtime, maintained DNS records. Participated in creation and maintenance of company standards, knowledge base and procedures. Transcribed objectives during meetings, documenting business strategies and kept track of schedules to assist with company strategy. Established and continued strong relationships with clients with fast responsiveness, consistency and availability. Designed updated company logo, hardware sheets and asset tags. Integrated client and company artwork and logos into systems. Represented XAG Solutions as IT Support for IEEE at Vancouver, BC - 2019