Technical Skills: Microsoft Administration | Canva Administration | Active Directory | Hardware Deployment | Software Installation | iOS | Confluence | Coda | Zoom Administration | Asset Tracking | Ticket Management | Salesforce | CognitoForms | Help Desk Management | Markdown |

Soft Skills: Problem Solving | Conflict Resolution | Leadership | Strong Communication | Critical Thinking | Active Listener | Collaborator | Diversity Focused |

Education

Bachelor of Information Technology

Magna Cum Laude

Capella University, Minneapolis, MN

Related Professional Experience

Jumpstart for Young Children

Los Angeles, CA

Senior Support Manager | 2022 – Present

• Provide support to a nationwide, hybrid environment of 150+ employees of various levels throughout the organization.

• Resolve complex tickets ranging from Tier 2 and above.

• Ownership of support tickets throughout the entire lifecycle from intake to resolution.

• Cultivating and stewarding partnerships with key internal and external stakeholders by providing technical support through email, Teams or Zoom.

• Create opportunities for end users to expand their knowledge of technical resolutions during the troubleshooting process.

• Manage Active Directory registration and help design Group Policy implementation.

• Create technical resources through monthly newsletters and other communication methods such as Teams, email and intranet posts.

• Facilitate reoccurring meetings to see projects through their lifecycle.

• Conducted regular check-ins with all direct reports; monitored department progress to goals using quality assurance processes; and provided management, training, and technical assistance according to staff and site needs for site staff.

• As hiring manager for potential direct reports, edited, and provided feedback on job descriptions, interview materials, and collaborated with hiring team to identify candidates that best fit the needs of the organization.

• Responsible for piloting and launching new technological initiatives to increase efficiency and productivity across the organization

Support Specialist | 2021 – 2022

• Resolve Tier 1 and Tier 2 tickets using different modalities ranging from Teams chat, Teams video conferencing, remote access, phone and email.

• Identify patterns and problems that are negatively impacting the organization.

• Prepare and ship new and replacement laptops using FedEx, nationwide for new and existing staff.

• Elected member of the Diversity, Equity, and Inclusion Council

• Elected leader of the Child Caregiver Employee Resource Group

Orange County Housing Authority

Santa Ana, CA

Office Technician | 2018 – 2021

• Clerical Support to Housing Specialists I and II through report creation, report auditing, and creating eligibility packets for mailing out.

• Providing status updates verbally and through email on eligibility status for program participants.

• Prepare HUD required reports known as Calwin and INS-DHS to determine eligibility to the housing program.

• Sort and distribute mail daily.

• Tracking and scanning files into the database all while maintaining accurate records.

• Responsible for ordering supplies and maintaining inventory for the department.

Advanced Management Company

Irvine, CA

Leasing Consultant | 2017 – 2018

• Interface with residents to resolve questions and concerns in person, through email and over the phone.

• Manage the leasing process and ensure the client moves from client to resident.

• Prepare and distribute notices and advisements to the community.

• Prepare and follow-up on maintenance work orders.

• Maintain and manage the office inbox.

• Publish advertisements for vacancies and attract new clients.

• Inspect the property and vacant units to ensure the community standards are being met.