Seattle, Washington, United States
I am a highly experienced IT Support Specialist and Service Desk Manager with a career focus on great customer service (recognized with numerous company awards throughout my career), process improvement, team development, and device management. For the last 7 years I have worked extensively with MDM via MS Intune and JAMF, administering policies, compliance, security remediations, and software packaging. In my time on the Amazon Helpdesk I planned and implemented the training of a new Tier1 Helpdesk team of 12 customer service associates so they could begin taking Helpdesk phone calls. I then mentored that team and provided additional training as the role of the Tier 1 team was expanded. In my last role at Xperi I managed a global service desk with teams in the US, EU, and Asia. We maintained high level (90%+) SLAs for speed of contact and first contact resolution, while also working on skill development with all three teams. This eventually resulted in the Asia team taking on the Software Packaging for Intune. This same team also succeeded in converting all Windows 10 systems to Windows 11 in 2025 prior to the end date, while also supporting a migration from Zoom and Slack to MS Teams. Also at Xperi, I was a key member of the team that developed and deployed an automated process for the creation, management, and eventual deactivation of all employee and contractor accounts in Active Directory. Data synced from ADP to ServiceNow and then to Active Directory and accounts were updated throughout their lifecycle. Throughout my nearly 30 year career I have also picked up experience with C-Level Executive support (and Executive Admin support), corporate event planning and production, software administration (AD, M365, Okta, Google Suite, Adobe, Smartsheet, etc), Atlassian products (specifically Confluence an JIRA), software development with Agile, shell scripting, video conferencing, as well as remote management and support. I truly enjoy helping to ensure corporate users are able to accomplish their jobs with high quality support from IT, as well as finding IT solutions to complex problems that benefit our corporate customers. I hope we get to work together sometime soon.
Rebuilt the Global Service Desk, restoring organizational trust after outsourced failures and consistently achieving 95%+ customer satisfaction and SLA performance (first contact within 2 hours) across a worldwide user base of 2000+ users. Managed a globally distributed IT support organization (US, EU, APAC) of 12-15 people, developing high-performing remote teams delivering enterprise support for Windows, macOS, and Linux environments. Owned enterprise endpoint, identity, and device management strategy for 2500+ systems, overseeing Intune, JAMF, Autopilot, ABM, hybrid Active Directory / Entra ID, Azure AD, and ServiceNow-integrated automated onboarding. Directed large-scale technology transformations, including the Windows 10 to Windows 11 migration and the company-wide transition from Slack and Zoom to Microsoft Teams, ensuring secure, uninterrupted operations. Strengthened security, governance, and executive support, leading global remediation efforts with Defender, CrowdStrike, and Okta SSO (helping to achieve an MS security score of 85+ for the company) while providing high-touch VIP support and managing global hardware standards and procurement. Provided training and guidance to the team on strong customer service, troubleshooting, and new technologies, including producing internal and customer-facing documentation. Senior Administrator of a hybrid on-prem Active Directory/Entra environment with Azure AD experience. Worked on mirroring Group Policy in Intune for non-domain joined systems, launching the use of Autopilot, and setting up M365 Virtual Machines. Played a key role in the project to automate onboarding and account creation in AD/O365 via ServiceNow and is experienced in troubleshooting account sync issues of all types. Traveled often to provide on-site support at offices around the US (as well as Bengaluru, India). Assisted Corporate Communication department with virtual and on-site quarterly all-employee meetings.
Served as senior administrator for core enterprise IT systems, including Microsoft 365, Active Directory (Group Policy), Azure AD, SharePoint, OneDrive, and Microsoft Teams, managed licensing, permissions, compliance searches, and complex troubleshooting. Owned endpoint and device management operations, acting as primary administrator for Microsoft Intune (Windows 10) and JAMF (macOS); built deployment packages, created automation scripts, managed enrollment, and maintained standardized Windows and Mac imaging solutions. Strengthened security and data protection posture, administering CrowdStrike, Code42 backups, Okta SSO, Axonius, Slack, and Zoom, while supporting identity, access, and endpoint security controls. Managed knowledge management and service operations, administering Confluence, resolving platform issues, maintaining documentation, and leveraging ServiceNow for incident and asset management. Delivered high-quality end-user support and asset management, resolving hardware and software issues for office and remote employees while managing equipment inventory, stock levels, and procurement for the Seattle office. Assist in strategic initiatives through planning the transition and implementation of support tasks to the Helpdesk team. Make recommendations for the selection of software and hardware standards across the company.
Served as senior administrator for core enterprise infrastructure, including Active Directory, Group Policy, Windows Server, Gmail/G Suite, and Office 365, supporting secure and reliable operations across the organization. Owned server, patch, and endpoint lifecycle management, administering WSUS, file and print services, domain controllers, and standardized desktop and laptop imaging to ensure system stability and compliance. Managed data center virtualization and high-availability operations, managing VMware vCenter across two production data centers, leveraging shared storage and vMotion to support resilient, always-on environments. Administered collaboration, productivity, and development platforms, serving as lead administrator for Atlassian Confluence and JIRA, supporting Linux servers, and enabling effective cross-functional collaboration. Improved operational efficiency through automation and communications systems, developing PowerShell scripts to streamline IT and Office 365 administration and configuring a cloud-based VoIP PBX supporting back-office and call center operations. Managed hypervisor and servers using vCenter in two data centers (5.5 and 6.0) leveraging shared storage and vMotion in a high availability environment.
Served as senior administrator for core enterprise infrastructure, including Active Directory, Group Policy, Windows Server, Gmail/G Suite, and Office 365, supporting secure and reliable operations across the organization. Owned server, patch, and endpoint lifecycle management, administering WSUS, file and print services, domain controllers, and standardized desktop and laptop imaging to ensure system stability and compliance. Managed data center virtualization and high-availability operations, managing VMware vCenter across two production data centers, leveraging shared storage and vMotion to support resilient, always-on environments. Administered collaboration, productivity, and development platforms, serving as lead administrator for Atlassian Confluence and JIRA, supporting Linux servers, and enabling effective cross-functional collaboration. Managed hypervisor and servers using vCenter in two data centers (5.5 and 6.0) leveraging shared storage and vMotion in a high availability environment. Developed and added Power Shell scripts to IT tools catalog supporting administration, automation, and Office365. Configured and managed VOIP cloud PBX phone system for back office and call center. Responsible for all account creation for onboarding, and disabling of accounts for departures. Handled desktop/laptop image creation and maintenance. Supported all users in resolution of computer and printer problems, including remote users.