Portland, Oregon Metropolitan Area
IT Professional who prioritizes strategic planning, efficiency, and providing exceptional support.
Service Transformation: Transitioned IT from ad-hoc Slack/email support to a structured ITSM framework; integrated an AI-powered chatbot and FAQ generator to enable self-service and automate Tier 1 volume. Global Expansion & HQ Relocation: Led the technical execution of a headquarters relocation and international market expansion, managing global network infrastructure and regional compliance requirements. Identity & Security Governance: Own secure user lifecycle processes and SSO/SCIM architecture, partnering with Security/Compliance teams to achieve SOC2/ISO/CMMC certifications. Infrastructure Automation: Engineered zero-touch deployment workflows for global Mac and Windows environments, enabling seamless hardware provisioning for a distributed workforce. Strategic Vendor & Asset Management: Oversee the full SaaS lifecycle, including software renewal audits, license optimization, and vendor negotiations to maximize ROI and minimize risk. Team Leadership: Supervise and mentor the IT support team, aligning daily operations with long-term strategic business goals.
Lead end-to-end user lifecycle processes including onboarding, offboarding, and access provisioning, with a focus on automation and security best practices. Manage and enhance the ITSM platform to drive efficient service delivery and cross-functional support across the business. Own SSO integrations and SCIM provisioning, ensuring secure and scalable identity architecture. Partner with Security and Compliance to maintain system configurations aligned with SOC 2 and other audit frameworks. Drive desktop engineering initiatives, implementing zero-touch deployment workflows for Mac and Windows environments. Oversee SaaS application management, license optimization, and vendor coordination to maximize value and minimize risk. Supervise the IT support team, providing mentorship and aligning daily operations with strategic IT goals.
Process Improvement, User Lifecyle Management, Google Workspace, Slack, Dropbox, 2FA, Project Management, Resource Allocation, Documentation
Supporting: Windows, macOS, O365, G Suite, Okta, Server 2016, Active Directory, iOS, Android, MS Office, Adobe Acrobat, Zoom, RingCentral, Box, Slack, MDM Tools: Meraki, Windows Administrative Tools, JAMF, ManageEngine Desktop Central, TrendMicro, Sophos, Veeam, Datto, Crashplan
Level 1-3 support, level 1 system administration, Active Directory, Exchange, helpdesk management, asset management, troubleshooting, purchasing, project management, documentation, account management, licensing management, AV setups, computer repairs. Supporting: Windows, OS X, iOS, Android, MS Office, Adobe Acrobat, Citrix Receiver, Skype, Zoom, O365, Dropbox, TigerText Tools: SCCM, SolarWinds, TeamViewer, Windows Administrative Tools
Client consultations, customer service, sales, computer diagnostics & repairs, cell phone diagnostics & repairs, network setup & repairs, technical support, remote support, troubleshooting, cashier, returns, phone support, documenting repairs, employee scheduling, new hire training, ticket queue management. Experience with: OS X, Windows, iOS, Android, MS Office, Networking, Hardware