Manager, IT and Workplace Operations

IT Manager

• First IT hire at Crunchbase to lead, execute, and improve IT operations

• Day to day IT support for local and remote Crunchbase personnels (~175)

IT Manager

• First IT hire at Vida Health to improve and update processes based off current and new implementations

• Day to day IT support for local and remote employees & contractors (~500)

• Projects: New office buildout, Network Upgrade (VLAN, DHCP, Firewall, VPN, WPA2-Enterprise), SSO Implementation (Okta), IT Provisioning (Hardware: Apple DEP, Meraki MDM, Custom Imaging | Software: Automation in Applications Provisioning), Security (HITRUST, Internal and External security audits)

• HITRUST certification project lead

• Internal Business Operations: Assist with HR & office processes

IT Administrator

• Solo IT employee supporting employees locally and remotely (International Offices & New office implementation)

• > 75 % reduction in cost for multiple IT Subscriptions through contract negotiations and internal auditing

• Project Management: JAMF Implementation, Zoom Implementation, Security Implementations, Centralizing management (SSO, vCenter, JAMF), Networking upgrades (IPsec, BGP, Firewall, Tunneling)

• System Admin: G Suite, Okta, Meraki, In-house Systems, Cloud Infrastructures, A/V, IT Subscriptions, and many more

• Facilities/Operations: Office Physical Security, Coordination with property management, Office inventory audit and purchases

IT Technician

IT Service Analyst

Metrics:

Top overall ITIL balance score among 50+ employees

• Provide technical support for UCSF/UCSF Health affiliated personals.

• Level 1 and Level 2 Support through phone, chat, and email - quickest employee to complete rotation to Level 2 support

• Multiple applications support including: VPN, 2FA, EPIC, MS Office Suite, Box, HBS, and many other applications

• IT Ticketing through ServiceNow - Create, manage and escalate detailed tickets in to resolve incidents and meet SLA.

Techforce Consultant

Contracting at Salesforce in Salesforce Certification Team.

Position: Review Board Proctor

• Ensure the candidate materials are in order

• Preparing the candidate exam facility

• Greeting the candidate and starting the exam session

• Concluding exam prep session

• Moving the candidate, exam materials and belongings to the Review Board Room

Contracting at SalesforceIQ in User Success Team.

Position: Techforce Analyst

• Work with customers directly, responding to questions and ensuring that we are proactively addressing pain points surfaced by users

• Work collaboratively with the team to establish an efficient workflow to handle ticket inbox

• Attain inbox zero at the end of each day, each open customer issue has been resolved for the day

• Technically troubleshoot issues a customer is having

• Craft empathetic and customer-centric responses to questions about workflow

• Connect customers with self-service information including help center articles

IT Intern

• Provide technical support for Roche and Genentech employees through various platforms hardware and software platforms

• Network support for on campus and remote access

• Multiple applications support including: VPN, Citrix, Office Suite, G Suite, browsers (Internet Explorer, Safari, Google Chrome), Pharma Informatics applications, as well as department-specific applications

• Create, manage, and escalate tickets to resolve incidents and meet company's SLA through HPSM ticketing system

• Knowledge Management Clean Up - assisted with reviewing, updating, and retiring knowledge articles

Technical Specialist

• Manage and maintained 12 computer labs and 2 libraries: ~200 Windows Machines, ~150 Macintosh Machines, ~50 Linux Machines, ~50 Printers

• Manages projects and functions as a lead within LTS. (Ex: Hardware Upgrades)

• Analyzes, troubleshoot, and resolves technical issues

• Collaborate with others to understand and apply priorities to incoming requests and work.

• Gathers, analyzes, reviews, categorizes and oversees ticket assignments for technical support, insuring referral to appropriate level of services.

• Facilitates equipment physical security, repair and maintenance as necessary, maintaining contacts with both on and off campus repair facilities. Responsible for managing spare equipment to ensure rapid deployment.

• Analyzes and prepares various levels of internal and external facing documentation used by users and campus-wide.

• Conducts site visits to evaluate usability and address usability problems.

• Develops training as needed based on consultation with users and understanding of technology, including FAQs, knowledge-based entries, etc...

Sr. Student Technician

Promoted to Senior Level: August 2014

Quickest Student Technician to be promoted to Senior Level

• Second level computer and software triage in staffed and unstaffed computer labs (12 total) which includes responding to student consultant trouble tickets, confirming issues, troubleshooting and information gathering and resolving when possible.

• Perform maintenance, including cleaning and moving, of equipment including: computers, security devices, peripherals and other lab equipment.

• Train and mentor student staff, including new student techs

• Set up new computer lab spaces and re-assess existing computer lab spaces in terms of equipment needs, layout, security, etc.

• Locking down and securing equipment. Responsible for creating new lockdown/security methods of hardware.

• High-level security access, such as Master level keys, computer lab alarm codes, and a variety of internal passwords to various databases systems, and servers.

• Update documentation and data, both internal and external: lab setup and other technical procedures, knowledge base articles for lab consultant use.

FITC Consultant

FITC (Faculty Instructional Technology Center)

• Provide Sakai and FITC support in person, on the phone and online. Assist in answering questions, scheduling appointments and escalating issues or projects to staff for resolution.

• Work directly with Learning Technologies staff and faculty in the use of a variety of Sakai tools and the development and production of web-based and multimedia related projects.

• User training and documentation. Assist in editing and updating of user documentation and tutorials posted online. Includes video, screen capture, and audio movies on specific topics.

Comp Lab Consultant

IT Intern

• IT Support through phone, chat, and in person

Teaching Intern

• Work closely with Lead Teachers in the planning and implementation of lesson plans in academic core classes. Includes assisting small groups of students, correcting homework, leading lessons, preparing materials, and other teaching related duties.

• Co-lead advising groups, creating a positive and interactive environment between students of multiple grade level.

• Create student evaluations for parents of students that were in assigned class.

• Lead and assist afternoon activities and sports offerings. This includes planning, leading, and securing materials needed to conduct these activities.

• Managed technical equipment that was provided on-site: laptops, routers, printers, iPads, etc..

Business Management Economics B.A.