Motivated individual who thoroughly enjoys hardware and software troubleshooting in an enterprise environment. Passionate about learning and deploying new technology.
Able to quickly learn and master new technology, equally successful in both team and self-directed settings, proficient in a range of computer systems, applications, tools and testing methodologies.
Windows System Administrator January 2023 – Current
The George Washington University, Remote
- Not filling this bit out! The work is incredible, exciting and I thoroughly enjoy what I get to do.
IT System Administrator - Part Time December 2017 – December 2022
Riverfront Live, Cincinnati, Ohio
- Provide remote troubleshooting to onsite staff during events for all IT issues
- Utilize Prometheus/Grafana to monitor infrastructure to ensure optimal performance during venue events
- Configure and deploy new PCs & virtual solutions using vSphere/Docker
- Configure and deploy network equipment, POS devices and PoE hardware
Service Desk Engineer III March 2021 – December 2022
UK HealthCare, Lexington, Kentucky
- Developed tools in .NET to improve technical support, reducing talk time while increasing resolution%
- Manage customer support channels (Phone, email, self-service, chat…). Perform customer service recovery as needed
- Work with internal teams to reduce their tickets by identifying processes better suited for SD troubleshooting and resolution
- Assist Tier 1 / 2 with escalated software & hardware troubleshooting in Windows environment
- Create reporting tools to help troubleshoot file share & account issues (Splunk, Varonis)
- Developed new IT Chat ticket creation module in ServiceNow platform (JavaScript)
Service Desk Engineer II October 2015 – March 2021
UK HealthCare, Lexington, Kentucky
- Support tier 1 via individual training, hosting team meetings, and escalated supervisory calls
- Support various applications with tier one & tier two troubleshooting, work to efficiently resolve customer incidents and request
- Migrated knowledge from Remedy to ServiceNow (python-selenium / API)
- Manage and support all customer support channels (Phone, email, self-service), Perform customer service recovery | Perform monthly quality audits via call & ticket reviews
Service Desk Analyst I May 2013 – October 2015
UK HealthCare, Lexington, Kentucky
- Primary duties included incident and request intake, documentation, and resolution; problem analysis; and project task fulfillment
- Entered over 4200 incidents into Remedy with an average monthly resolution of 74%
- Support various Windows & EMR applications with tier 1 troubleshooting, work to efficiently resolve customer incidents, request
- Utilized downtime to improve SD processes via automation and macros