IT Support Specialist, Pacific Science Center, Seattle, Wa (10/2023 to 2/2025)

• Serve as the first point of contact for technical assistance with hardware, software, and phones.

• Install, configure, and maintain hardware and software components.

• Troubleshoot devices and systems, hardware, and software.

• Document system performance, bugs, debugging, and program requirements. Keep documentation up to date and accurate.

• Ensure software licensing is documented and within compliance.

• Onboarding new staff by creating accounts, supplying technology needs, and train users in the proper use of hardware or software

• Install and troubleshoot conference room equipment

• Managed vendor relations for phones, printers, computers, and equipment

• Maintain a solid working knowledge of PacSci networking components for troubleshooting network related problems.

• Ensure computers are secure and protected using software

• Enforce IT policies related to keeping staff accounts and computers safe.

• Installed and maintained ticket booth intercoms

• Manage Microsoft 365 Tenant including SharePoint, Teams (PBX), Exchange Online, and EntraID

• Migrated management of workstations to Intune from an on premise Active Directory domain.

• Setup the management of Microsoft Defender for Business

Systems Administrator, Charles Wright Academy, Tacoma, Wa (7/2022 to 10/2023)

*This overlapped with the IT Support Specialist position from 9/2021 until 7/2022.

• Manage the daily operation of the school’s network infrastructure including the firewall, switches, wireless, fiber and copper infrastructure, and internet connection.

• Implement, monitor and manage real-time network traffic and security monitoring tools to ensure the electronic/cyber and physical security of the computer network and overall network efficiency.

• Conduct periodic network scans to find any vulnerability and report all anomalies and events to the Director of Technology and the Director of Finance & Operations.

• Implement, manage and monitor network data protection, encryption, and access control tools to prevent data loss and/or inappropriate access.

• Maintain network hardware and software through regular application of all recommended firmware and software patches

• Plan for network hardware, infrastructure, and software upgrades

• Manage internet related services/DNS registration, SSL certificates and maintenance

• Administer and integrate Active Directory with all cloud or hosted platforms and services

• Monitor email traffic, administering filtering and higher level group management

• Manage campus-wide, digital and analog phone system

• Create a disaster recovery plan to prepare for catastrophic failure to major technology systems

• Manage and monitor the Access Control System

• Coordinate with the Director of Operations for overlapping areas (Access Control Paylocity, MealTime, HVAC, etc.)

• Carefully organize and document all work, and facilitate a comfortable working relationship between the IT and all other departments within the school.

IT Support Specialist, Charles Wright Academy, Tacoma, Wa (7/2021 to 7/2022)

• Troubleshoot problems with school technology systems, including hardware, software, email, network and peripheral equipment problems

• Monitor the Help Desk and manage assigned tickets in person, remotely, by email, or by phone

• Support students, teachers and administrators use of school technology resources from a technical standpoint

• Administrator of the facilities management system. Manage equipment, inventory, users, and technology. Assist with schedule requests and AV setup for events. 

• Deploy workstations for all new hire staff and faculty

• Perform regular maintenance and repair of all equipment

• Install software and system upgrades on all computers

• Maintain an effective relationship with companies and vendors and coordinate with their support teams for resolving issues or scheduling repair work orders

• Assist with maintenance and upkeep of entire network hardware and cabling, assist with urgent response to outages or network failures occurring during and outside the typical work day

• Order and track technology related supplies

• Set up presentation equipment for special events and assemblies

• Assist department with testing and evaluating new technologies, evaluate and research software for classroom use or software trial software

• Organize recycling of all damaged and retired electronic equipment

• Manage and utilize help desk systems and workflows to document and track customer service. Manage assigned tickets in person, remotely, by email, or by phone.

• Attend and participate in technology department and community meetings.

• Collaborate, brainstorm and share best practices within the department and community.

• Engage in professional development that supports school, department and personal goals.

• Take initiative to make things better; document and communicate changes to the team and community.

• Maintain up-to-date inventory information on all hardware as well as licensing information on software and subscriptions.

• Provide backup support to departmental staff as required.

Field Service Technician, Tri-County Computer Services Association, Ashland, Oh (8/2015 to 6/2021)

• Ashland City Schools (8/2015 to 6/2021)

  • Troubleshooting, configuration, database administration, and repair servers, the network, and other infrastructure.

  • Authorized to research and implement fixes for new issues.

  • Respond to queries either in person or email.

  • Train computer users.

  • Maintain daily performance of computer systems in the High School, Middle School, and Taft Intermediate School with approximately 2,300 users.

  • Ask questions to determine the nature of the problem.

  • Walk customer through problem-solving process.

  • Install, modify, and repair computer hardware and software.

  • Help maintain the district inventory.

  • Installed and maintain the Avaya IP Office telephone system in four buildings and 150 extensions.

  • Install & maintain the Symmetry access control system in eight buildings.

  • Install & maintain over 200 security cameras in eight buildings.

  • Administer G Suite for Education (formerly Google Apps for Education).

  • Administer Office 365 & Minecraft Education Edition

  • Deploy, manage, and maintain over 2,000 Chromebooks.

  • Administer Adobe’s Creative Cloud on 45 workstations.

• Ashland County Community Academy as Technology Director (8/2015 – 12/2018)

  • Maintain 35 Windows computers, 10 Apple Macs, 50 Chromebooks, and a Windows 2012 R2 server.

  • Maintain 150 active directory user accounts.

  • Administer the G Suite for Education (formerly Google Apps for Education).

  • Research technology and products for implementation.

Desktop Support Technician, FedEx Custom Critical, Green, Oh (4/2014 – 8/2015)

• A vendor through Innosource.

• Troubleshooting, configuration, database administration, and repair for server, network, infrastructure and email.

• Authorized to research and implement fixes for new issues.

• Respond to queries either in person or over the phone.

• Create training manuals and train the users.

• Maintain daily performance of computer systems.

• Respond to email messages for customers seeking help.

• Ask questions to determine the nature of the problem.

• Walk customer through problem-solving process.

• Install, modify, and repair computer hardware and software.

• Clean up computers.

• Run diagnostic programs to resolve problems.

• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

• Install computer peripherals for users.

• Follow up with customers to ensure issue has been resolved.

• Run reports to determine malfunctions that continue to occur.

• Maintain the computer inventory.

• Maintain the department SharePoint site.

Budd Law Offices, Ashland, Oh (1/2004 to 6/2021)

• Acquired hardware and software technology.

• Install and maintain the network.

• Educated staff to utilize the technology.

• Directed the implementation of the paperless electronic case filing system mandated by the Federal Court Systems.

• Continue to lessen the office’s reliance on paper.

Administrative Assistant, Ashland University, Ashland, Oh (9/2010 – 4/2012)

• Addressed technology needs within classrooms & offices.

• Updated MBA website to make documents easier to find.

• I continue to address needs of faculty at home and the office.

Student Assistant, Ashland University, Ashland, Oh (6/2011 – 8/2012)

• I worked on updating the Internship page on the University website, assisted in addressing student’s concerns, and assisted in any technology needs.

• The Richard E and Sandra J Dauch College of Business first college at Ashland University to be 100% paperless. 

Treasurer Intern, Ashland City Schools, Ashland, Oh (11/2009 – 2/2010)

• Created a financial advisory committee for the Treasurer.

• Received my Ohio School Treasurer’s License in April, 2010.

Marketing Intern, The Abbey Centre, London, England (6/2008 – 8/2008)

• Created a marketing plan for the Abbey’s 60th Anniversary.

• Created and presented slideshow of 60 years of memories.