Seattle, Washington, United States
I’m an IT systems and support professional with over a decade of experience supporting macOS and Windows environments across higher education, nonprofit, and tech organizations. My background includes Tier 1–2 support, systems administration, identity and access management, device management, and workflow automation, with a strong focus on security, documentation, and user experience. Most recently, I supported a fully remote workforce as a Junior Systems Administrator, managing SaaS tools, MDM environments, onboarding/offboarding, and SOX‑relevant access requests. I’m known for being dependable, detail‑oriented, and collaborative. Someone who solves problems efficiently while improving processes long‑term. I recently relocated to Seattle and am eager to find my next opportunity with a team where I can make an immediate impact.
Delivered responsive IT support to employees and contractors, managing onboarding/offboarding processes and resolving Tier 1–2 technical issues across macOS and Windows environments Provided day-to-day administration and troubleshooting for key SaaS tools including Google Workspace, Slack, Zoom, and Onelogin along with JAMF and Intune MDM auditing and maintenance, ensuring smooth remote collaboration and user access management Processed SOX relevant access requests to keep user data secure and shore up legal compliance
Oversee over 200 clients (students, faculty, executives and staff) in a mixed Mac/PC/Linux environment while providing Tier 1&2 support and coordinating Tier 3 support with central IT Automate offboarding, onboarding, service items, and ticket assignment in coordination with multiple department stakeholders for critical workflow automation buy in Build and maintain documentation for internal reference and KB articles for user empowerment Orchestrate procurement and configuration of department stock and unique research requests Overhaul JAMF and administrate SCCM to manage over 300 devices both remote and onsite Resolve Layer 2&3 network issues in a sensitive research lab environment
Enable ~155 clients in a mixed Mac/PC environment with effective Tier 1&2 support and working with vendors on Tier 3 support including being on-call off-hours Planned and executed the setup of JAMF/OKTA to automate many functions which lead to saving hundreds of hours through automated no-touch deployment and maintenance Take ownership of assigned incidents and infrastructure lifecycle management by contacting external vendors and internal departments necessary to resolve issues with no supervision Built and maintain system documentation for end users and internal SOPs
Facilitate ongoing weekly meetings to layout project plans for curriculum planning with the IT Helpdesk Academic team Set-up, administer, and maintain lab environment of 140+ Mac/Windows workstations, Jamf server, Jira server, and Mac server for student exercises
Hone assessment tools to measure learning and growth of students to evaluate their performance Develop daily lesson plans and create engaging labs to develop corporate IT helpdesk hard skills
Instruct IT courses of approximately 20+ students daily through curriculum aligned to college-level courses including computer applications, hardware, and networking Provide professional career coaching for approximately 10 students in program
Provided and documented remote tier 1 and 2 help desk support for 150+ clients with 1,000+ end users in the Greater Chicago, IL and Clearwater, FL area Resolved support calls included Microsoft’s core business applications and desktop/server operating systems along with network hardware including modems, routers, printers, and switches Reduced client downtime by verifying and updating master service log information Trained new employees on how to perform to standards and taught them how to use Kasaya Updated VOIP portal passwords, changed numbers and extensions as needed, and lodged tickets with vendor (BluIP) for advanced issues