Kent, Washington, United States
Experienced and resourceful IT Systems Administrator with a proven record of success in technological troubleshooting, problem solving, and customer service. Efficient problem solver who focuses on streamlining processes and procedures and researching best practices and solutions.
⦁ Administer and maintain enterprise identity and access infrastructure across Okta, Microsoft 365, Intune, and Slack environments. ⦁ Configure and integrate new SaaS applications within Okta for SSO and lifecycle management, including provisioning, assignments, and custom access policies. ⦁ Design and implement Okta Workflows to automate account provisioning, deprovisioning, and other processes. ⦁ Deploy and manage device compliance and configuration policies through Intune; package, test, and publish Win32 and line-of-business applications. ⦁ Oversee Slack administration, including app integrations, guest workspace automation, and security/compliance configurations. ⦁ Collaborate with InfoSec and Infrastructure teams to optimize identity governance, endpoint compliance, and access control policies.
• Provide direction and act as escalation point for other members of team for technical issues. • High proficiency in troubleshooting and resolving issues with common corporate IT SaaS applications. • Traveled to multiple office locations across the country to assist with projects that require onsite support. • Provide T1-T3 remote support to ~4,000+ employees across the globe.
• Site owner for the HigherEducation Seattle office - main contact for IT support needs for ~60 users. • Support executives and senior management to prevent downtime in corporate systems. • Provided T1/2 remote support for users across the globe via Slack/LogMeIn/email. • Provided remote phone support for Telesales Agents across the US. • Participated in rotational weekly on-call shifts. • Consistently recognized as top performer with ticket closures and calls answered. • Assisted in new hardware deployment and reclamations to new employees through major company acquisitions. • Built, configured, and deployed Lenovo Windows + Apple MacBooks through SCCM, Windows Autopilot, and Jamf. • ServiceNow / Confluence / Jira proficiency
• Recognized as top technician by delivering exceptional customer service, troubleshooting and resolving issues quickly, and assisting other technicians. • Support executives and senior management to prevent downtime in corporate systems. • Develop and implement preventive maintenance techniques and procedures for all technical services and systems. • Work closely with members of the IT organization to help address more complex issues. • Oversee a team of 6 technicians to ensure normal day to day duties are completed properly and efficiently. • Assist in transitioning company from Windows 7 to Windows 10.
• Deliver Tier 1/2 IT support desk side, remotely, and over the phone as needed across the Alaska Airlines campus to over 2,000 users. • Answer, prioritize, and respond to incoming help desk requests in a timely manner from end-users experiencing technical problems with hardware, software, networking, telecommunication, and audio visual needs using Cherwell ticketing system. • Built, configured, and deployed Windows and Apple devices through Altiris, SCCM, and AirWatch/Workspace ONE. • Set-up and managed printers physically as well on the back-end within Server 2008/2012.
• Service and repaired laptops, desktops, and printers in accordance to company standards.
• Led retail sales team to deliver outstanding customer service. • Managed inventory and merchandising. • Supervised team members and delegated tasks in the absence of the store manager.