SUMMARY

• Transitioning from a career focused on helping students succeed to helping customers succeed I possess the essential skills needed to foster strong relationships with customers/clients; Self - motivated, passionate and goal-oriented professional who thrives in a team environment; Adept at assessing needs, generating options, and implementing solutions in collaboration with clients, customers or stakeholders; Proven ability to launch forward-thinking and identify solutions to help drive continuous improvements; Utilize exceptional interpersonal and communication skills to establish authentic and collaborative relationships.

PROFESSIONAL EXPERIENCE

Help Desk Technician

Confidential, Waltham, MA

Responsibilities:

• Ensured all incidents, requests, and changes are accurately documented, classified and managed within the ServiceNow portal (ticketing system)
• Performed troubleshooting steps based on best practices and knowledge base to identify root causes and recurring trends documenting all pertinent information to be included in the knowledge base
• Provided single point-of-service contact for client community with special attention to prompt resolution of problems capable of being handled by help desk staff
• Adept at handling a constantly changing flow of traffic, remain productive during slow times, effective multitasking during busy times and exercise patience and professionalism during stressful situations
• Conducted research to develop a strong understanding and ability to offer solutions of the newest versions, platforms, operating systems and application upgrades
• Installed and configured VPN application (Cisco AnyConnect) on laptops enabling users to access network files, folders and applications remotely
• Supported employees and students working remotely using the BeyondTrust Privilege Access Management (PAM) solution to gain access to client’s machine and begin the troubleshooting process
• Coordinated the repair of end user hardware and reinstallation of software needed to resolve end user incidents, while exceeding client SLA parameters
• Escalated client issues to the multiple teams across the organization when further assistance for resolution is required and provide frequent status updates to the client
• Created, modified and updated Knowledge Base articles within ServiceNow application to ensure Help Desk Team have the most up to date information to aid in troubleshooting

Help Desk Support Engineer

Confidential, Salem, NH

Responsibilities:

• Installed, configured, and tested network hardware, peripheral devices, printing/scanning devices and other technology products focused on the construction industry
• Handled hardware & software tickets (Zendesk), evaluated, determined root cause and collaborated with internal and external technical support to ensure 100% resolution
• Efficiently and effectively accessed software updates, drivers, and knowledgebase resources to aid in problem resolution
• Maintained user accounts and licensing associated with network and system related applications such as Office 365, Apple Business Manager, Adobe Portal, and Azure Active Directory
• Installed and configured VPN application (Forticlient) on all laptops enabling users to access network files, folders and applications remotely
• Collaborated with Help Desk Engineer and Development Team to improve user experience when working within the enterprise resource planning (ERP) application (JDE)
• Configured and deployed desktop/laptop (Windows 10) machines using an automated and manual processes as necessary
• Helped the Network Engineer enroll and teach approximately 120 users in Multi-Factor Authentication (MFA) program
• Solved a wide range of issues experienced by users such as login issues, email profile configuration, application errors and device functionality
• Assigned iOS devices to Microsoft Intune server ensuring devices be placed in the proper Intune group determined by a User’s role within the company
• Designed a process to remove an existing MDM Profile from older iOS devices associated with an Apple Business Manager (ABM) DEP before applying a new MDM profile and assigning it to the correct ABM portal & DEP
• Maintained an active inventory of all end user equipment using an online asset management system
• Executed the upgrade of laptops/desktops from Windows 7 to Windows 10

Implementation & IT Support Specialist

Confidential, Waltham, MA

Responsibilities:

• Served as the conduit of communication between the Workday Implementation Project Team and highest-ranking university executives to enhance user experience and promote organizational engagement
• Consulted on and resolved a diverse range of technical service requests escalated by the Technology Help Desk pertaining to the implementation of Workday
• Acted as the “Workday Ambassador” assigned to the offices of the President, Provost, and Vice President of Finance, providing "white-glove" expedited technical support
• Demonstrated high energy and engaging personality with patience when communicating technical concepts to non-technical users
• Partnered with cross-functional units to share information and anticipated issues related to the Workday implementation to aid in streamlining processes and improving the project direction moving forward
• Escalated client issues to the multiple teams across the organization when further assistance for resolution is required and provide frequent status updates to the client
• Exhibited appropriate creativity, resourcefulness, and problem-solving skills to ensure client satisfaction
• Operated fluently across multiple internal systems and processes to deliver timely responses to clients and internal stakeholders
• Partnered with the Desktop Systems team to configure and deploy Mac laptop/desktop computers for existing employees as part of a computer refresh program, migrating user data from old machine to new
• Provided single point-of-service contact for client community with special attention to prompt resolution of problems capable of being handled by help desk staff

Process Analyst / Project Coordinator

Confidential, North Reading, MA

Responsibilities:

• Applied the proper mix of technical knowledge, technical writing skills, and creativity to deliver custom training manuals and procedures
• Developed easy to use, logical training manual and other materials necessary to effectively onboard manufacturing technicians
• Conducted deep dive investigations and root cause analysis to identify areas in need of continuous improvement
• Recommended process improvements to Senior Management and coordinated implementation once approved
• Established and maintained performance metrics to measure the success of the process improvements implemented and reported findings to key stakeholders
• Developed custom spreadsheets using a combination of Pivot Table/Pivot Graph, V-Lookup, formula creation, and financial acumen
• Effectively leveraged continuous improvement practices to drive continuous improvement activities and operational results

Systems Administrator/Project Coordinator

Confidential, Westborough, MA

Responsibilities:

• Acted as the primary contact for all system administration matters pertaining to the Workfront Management System used to streamline the workflow process
• Assisted the Business Data Analyst with the production of KPI reports used to enable a BI Dashboard for the Executive Team
• Communicated with both internal and external contacts at various organizational levels to diagnose and resolve problems for both technical and non-technical clients
• Provided senior level management input and reporting to aide in the planning and prioritization of business systems-related processes and policies
• Managed all relevant vendor and staff resources on-site to ensure flawless execution of company events
• Acted as the single point of contact with event stakeholder, defining and finalizing overall event objectives, schedule with milestones, and vendor requirements
• Monitored event budget to ensure financial success of an event-includes processing of invoices, monitoring of spending to budgeted levels, and delivering post event recaps

Vice President of Operations

Confidential, Billerica, MA

Responsibilities:

• Developed overall leadership strategy for a workforce of 75 employees
• Directed all aspects of effective administrative, financial, facilities and human resource management
• Lead and managed a workforce in a dynamic, fast paced environment with an emphasis on delivering quality service in an efficient manner
• Established clear and consistent channel of communication with the President/Owner to provide update of general business performance and changes to forecasted work
• Worked closely with sales team to inspect sales process quality and prioritize opportunities for improvement
• Analyzed financial and operational data/performance metrics and reported the findings to the President