CV

University of North Carolina at Greensboro — December 2007 Greensboro, NC

Bachelor of Fine Arts, Design

Fluent in English and Spanish
Collaboration with multiple stakeholders to understand user pain points and build full scale technology solutions including process improvements, automation, project management, and training
Enterprise Mac OS device management utilizing Jira Service Management, JAMF, and secure user management and authentication with Okta
Scope, test, deploy, and support of company-wide software solutions like Slack, Zoom, Jira Service Management, and Google Workspace
Troubleshooting software and hardware issues in a time sensitive and secure environment
Expert-level knowledge in Windows, Mac OS, Slack, Zoom, Jamf, Kandji, Okta, Google Workspace, Microsoft 365, Atlassian, Monday.com, and Namely
Core Competencies include action orientation, problem solving, innovation, clear communication, quality, adaptability, learning on the fly, customer focus, providing effective feedback, and team leadership

Help Desk Manager, McKinney — December 2022 - Present Durham, NC

Support and mentor help desk staff to exceed expectations, including resolving or delegating escalated issues
Monitor ticket queues and performance metrics to ensure requests are handled on time, with consistent service driven experience, and to the end user’s satisfaction
Created and implemented improved onboarding processes for all new hires
Define team goals, SLAs, and program improvements, while developing staff to achieving desired results, and being accountable for team performance
Led research and change management for additional self-service tooling to improve the end user experience including an IT knowledge base and Halp Slack integration
Research and recommend new technologies to add to the agency technology offering
Establish relationships with trusted vendors to obtain configurations and quotes on necessary equipment
Oversee technology inventory and ensure accurate asset management

Systems Administrator, McKinney — February 2021 - December 2022 Durham, NC

Manage team operations including direct supervision of the Digital Asset Manager
Drive process improvements and innovation for the agency onboarding process from candidacy to hire, utilizing Greenhouse, Namely, and automation in Monday.com
Responsible for all user management via Active Directory and Okta
Handle all user provisioning and data management in Google Workspace
Maintain user and license management for all company SaaS tools including Monday.com, Slack, Zoom, Box.com, Adobe Creative Cloud, Greenhouse, Namely, and Microsoft 365
Own enterprise device management including QA and deployment of system updates and policy changes via JAMF
Facilitate collaboration between McKinney and global parent company, Cheil Worldwide, to ensure security compliance and policy adherence is met for large scale client projects
Manage agency wired and wireless network with Meraki
Provide Tier 3 level support in Jira Service Management for all hardware, software, video conferencing, and AV system issues across multiple time zones and including sensitive executive team requests
Coordinate with external vendors on MacBook and PC procurement including current supply chain issues, machine upgrades, and proposed contracts

Technology Analyst, McKinney — May 2014 - January 2021 Durham, NC

Provided Tier 2 level support for all hardware, software, video conferencing, and AV system issues including executive team requests
Managed deployment and ongoing maintenance of Zoom, agency-wide video conferencing solution
Owned new JAMF deployment across the enterprise including device management, system updates, and policy changes
Helped prepare multiple instances of secure technology clean rooms for confidential client projects
Maintained asset management database of computers, peripherals, and software
Set up computers and peripherals and conducted group orientation for new users on agency infrastructure and software applications
Managed procurement, onboarding, and off-boarding for wireless mobile devices and related accounts
Helped manage IT service ticket queue, including escalating issues to vendors when necessary
Compiled and updated documentation in knowledge base format that provided how-to and self-service troubleshooting to end users and IT staff
Acted as main point of contact for New Business Development and executive leadership teams to ensure seamless use of technology during potential client pitch meetings including in-person travel
Researched and proposed new agency technologies as well as replacement and upgrades to end user and server hardware and software
Coordinated with external vendors on MacBook and PC procurement, machine upgrades, and proposed contracts

Help Desk Support, McKinney — December 2012 - May 2014 Durham, NC

Provided Tier 1 support for all in-house audio, video and control systems
Provided Tier 1 hardware and software computer support to 200+ user base on both Macintosh and Windows based systems
Monitored and troubleshot all teleconferencing and AV equipment including in-house edit suite
Troubleshot and provided hands-on assistance with presentation applications and decks

Genius, Apple, Inc. — September 2010 - December 2012 Durham, NC

Provided customer technical support in Mac OS, iOS, iPhone, iPad, iPod and Mac hardware
Completed hardware repairs on Mac laptops and desktops as Apple Certified Technician
Assisted in the training of new technicians and acted as ongoing mentor and coach for Family Room Specialists
Led daily team meetings to streamline communication between technicians, management, and sales
Helped launch store wide campaign that resulted in 150% increase in rate of customers helped on time at the Genius Bar including the training of management and other team members on updated procedures

Family Room Specialist, Apple, Inc. — October 2009 - September 2010 Raleigh, NC

Provided customer technical support in iOS and iPhone, iPad, iPod hardware
Facilitated individual and group customer training sessions in Mac OS, iLife, iWork, and Microsoft Office
Acted as Genius Room Administrator in maintaining computer part inventory, managing computer repair timeliness, and maintaining communication with customers regarding repair status

Specialist, Apple, Inc. — June 2008 - October 2009 Raleigh, NC

Responsible for providing unique Mac, iPhone, iPad and iPod solutions for retail customers
Maintained expert level knowledge in all things Apple and delivered enriching customer experience in all sales interactions
Met or exceeded company required sales metrics in AppleCare and One to One

Agents of Change Team Member, McKinney — January 2022 - January 2023 Durham, NC

Fostered deeper engagement, thought partnership and accountability for the advancement of DEI at McKinney
Helped provide exposure, information, and insights to departments and/or the agency
Offered suggestions for change at the agency and provide feedback on ideas related to DEI
Acted as Accountability Partner with the Executive Director for DEI to ensure that steady progress is being made in each department and across the agency

Diversity, Inclusion & Equity Team Member, McKinney — February 2018 - January 2022 Durham, NC

Founding member of CHROMA, employee resource group for BIPOC
Assisted with selection of an external DE&I advisory board consisting of industry leaders, educators, and community leaders
Participated in the process of hiring McKinney’s first Executive Director of DE&I
Attended quarterly board meetings to help define McKinney’s path in improving diversity
Helped with outreach to local HBCU including agency recruitment
Provided feedback and drove accountability in advertising content to align with DE&I values