• Promptly resolved Tier 1 tickets in Jira Service Management with consistent follow‑through

• Managed 1,000+ full‑time staff and contractors’ Okta access, user groups, and automations

• Provisioned, diagnosed, and restored 100+ Mac OS devices using Jamf scripts and tools

• Routinely serviced Zoom Room hardware and software to keep meetings running smoothly

• Developed and instructed Computer Science & IT curriculum for for 10+ Transition Age Youth

• Tailored technical career support for a caseload of 25+ clients experiencing homelessness

• Maintained detailed records of 50+ program participant files using the organization’s CRM

• Collected and integrated client feedback to improve service engagements & curriculum

• Facilitated 10 monthly accessible, technical workshops for tech career seekers

• Provided on-site & remote desktop assistance for Mac & Windows devices

• Timely resolved Zendesk tickets and provided detailed documentation within SLAs

• Supported a wide-range of clients from large companies to scalable non-profits

• Evaluated the client's IT needs & aligned them with industry standards

• Maintained office technology and conference rooms; Zoom controllers, Google Meet hardware, and Polycom devices

• Procured & provisioned devices for deployment using MDMs; JumpCloud & Kanji

• Administered Google Admin & Microsoft Enterprise for large companies & non-profits

• Facilitated employee onboarding and off-boardings for a wide variety of clients

• Collaborated with teammates to resolve tickets and client’s technical challenges

• Managed Windows & Mac devices throughout the device management life cycle

• AV equipment & streaming support for large-scale conferences and meetings

• Utilized project management tools and identity providers such as Trello, Notion, Slack, Google & Okta

• Collaborated with team to develop a full-stack webpage using HTML, CSS, Bootstrap, Javascript, & Node.js

• Implemented agile development work flow to coordinate feature deployments

• Assigned & finalized deliverables using project management tools; Notion, Google Sheets, Figma, & Slack

• Developed and deployed our company's landing & login page (MVP) using Replit

Awards & Milestones

• Best Design Award 2023