San Lorenzo, California, United States
Designed and managed automated workflows optimizing operational efficiency using low-code automation tool Designed, developed, implemented, and manage 25+ live workflows in Tines and 10+ workflows in development Automated offboarding processes to lock and disable devices in Jamf and Google Admin. Designed and supervise auto-provisioning systems and authentication details for contractor onboarding Designed and developed workflows for identifying out-of-country logins utilizing Okta and informing users of compliance travel policies via Jamf. Facilitated AI access to Gemini following user completion of Workday training with automation Implemented monitoring system for device restart compliance, notifying users via AI-powered support chatbot. Improved and advanced company bot for IT support tasks, such as providing recovery keys, managing MFA resets, and delivering in-office WiFi passwords via AI chat bot. Creating streamlined process to update usernames across multiple systems in existing tech stack Collaborated with cross-functional teams to define technical requirements and specifications. Conducted system testing and troubleshooting to ensure optimal performance. Developed documentation for system processes, workflows, and user manuals. Monitored system performance and identified areas for improvement or upgrades.
Meeting with different teams and companies to plan, prepare and install new applications for the company Okta account. Integrate new applications into Okta after receiving the proper escalated ticket. Handle escalated tickets from the Support Engineering team in a timely manner with proper documentation. Assisting end users who need elevated access for company applications; modify or change any application settings or configurations that will affect the whole company. Attend weekly team meetings to discuss updates on projects and issues the company is looking to resolve Designed, configured and migrated 100+ BPO contractors from Macs to Google devices, saving the Support Engineering team 2-4 hours a week by not having to onboard contractors. Also saving the company $90,000 by migrating them to Google devices that were already provided by the BPO’s. Front line assistance during go-live events to ensure smooth transitions. Slack > Slack Grid, Okta, VPN
Onboarded new hires remotely every other week, with classes ranging from 20 - 30 users Handled tickets that were escalated as tier 2 and 3 in a timely efficient manner with proper documentation. Assigning license to users/license management; Slack, Google, Okta, Lastpass, Adobe, Microsoft Office, Atlassian products, Fleetsmith, Coda. Managed and maintained troubleshooting G-suite applications, settings and configurations; GCal, Google Admin, Google Groups, Google devices. Planned, designed and implemented new ways to help onboarding and offboarding for remote users. Managed and maintained SaaS Management Platform, Bettercloud, to improve the onboarding and offboarding experience remotely. Saving 2-5 hours a week for the team to tackle more tickets and IT related issues. Managing, maintaining, provisioning and configuring new profiles through our MDM applications; JAMF, Fleetsmith Designated to handle our IT logistics during mandatory WFH for onboarding, offboarding and repairs. Keeping track of our IT inventory to guarantee we’re accommodated for our next onboarding class Held monthly or emergency meetings with our logistics vendors to ensure everything was being ordered and shipped in a timely manner. Working with our stakeholders and logistics vendors to plan, prepare and allocate all return to office requests. Ordered the correct number of equipment for all offices and managed the desks setups for our Bay Area offices. Provided documentation to our logistics vendor of how the desks setups need to look like and made sure they were ready for when our users returned.
First point of contact for supporting end users with hardware, software and troubleshooting issues. Recorded all progress through our ticketing queue in Asana and Jira, providing updates and proper documentation in a timely manner. Setup and configured all laptops for new hires through our MDM, Fleetsmith. Ensured new hires had all accounts created for their first day, including but not limited to, GSuite, Slack, Zoom, Atlassian, VPN, Salesforce and Lastpass Onboarded new hires in-person with classes ranging from 10 - 25 people, every other week. Coordinated with the office team to set up desks for new hires in the proper building and desk location. Managed and maintained IT inventory each week to ensure new hires would receive their items for their first day. Meet with my team each week to implement and improve our companies end users experience ranging from onboarding, offboarding, device upgrades, updating OS and applications, seamless account logins. Assisted end users with Apple Macbook upgrades, repairs or loans. Setup and configured their new device to ensure a proper hand-off with minimal issues from start to finish. Installed, configured and troubleshooted VPN on Macbooks for end-users who required them for their job duties. Occasionally escalated issues to the proper teams to fix backend issues. Guide users with installing 2FA for their accounts with Multi-factor or Yubikey. Set-up, configured and tested meeting rooms with Google Meets hardware kit. Troubleshoot any new or existing rooms end users reported were having issues Preparing Audio/Video equipment for special presentations through Zoom or Google Meet Hangouts; Q&A’s, demos, All-Hands, Off-site events, special events Support our All-Hands meetings once a week Deploying, managing, maintaining, troubleshooting printers across 4 different buildings; HP, Brother, Zebra Maintaining and managing a clean environment in our closet full of inventory
Imaging, installing applications and configuring PC's for staff use. Troubleshooting hardware, software, printers, print server, scanners, peripherals of a workstations and Audio Visual for conference rooms. Communicated with Executive admins about issues that needed to be troubleshooted for Senior Management. Contacting end users through skype, email or phone pertaining to issues related to desktop or applications. Connecting with supervisors about changes that are needed to a workstation. Relaying information to supervisors of electronics and how-to documentations. Using a ticketing system to trouble shoot tickets and means of contact, if necessary. Migrating data of end users to newly installed workstations. Supporting Go Live for the new hospital that opened in March 2019; immediately resolving issues of end users and senior management through tickets and following up after. Remoting into end users workstations through Bomgar.