Community Health Network - Feb 2025-Present
Remotely resolve an average of 50 technical service tickets weekly, supporting 20,000+ users
Administer identity and access across Exchange, Azure, on-prem Active Directory, and integrated systems
Provide advanced Tier 2/3 troubleshooting for Microsoft applications and systems and collaborate with Microsoft engineers on escalations
Maintain and improve internal technical documentation and provide coaching to tier 1 analysts
Participate in the network change management process to ensure operational efficiency and process rollouts
Community Health Network - Jun 2022 - Feb 2024
Delivered white-glove support to C-level executives and senior leadership
Managed endpoint support across multiple clinics and remote users, with an average of 30 tickets closed per week
Handled Tier 2/3 troubleshooting for hardware, networking, security, and deployment issues
Contributed to documentation efforts and mentored incoming Tier 2 technicians
Applied ITIL best practices to streamline incident, problem, and change management processes, improving service delivery and reducing downtime
IUPUI (Indianapolis University Purdue University Indiana) - Jun 2021 - Jun 2022
Closed 40+ tickets per week, providing Tier 1–3 support for software, networking, and Microsoft systems
Supported Group Policy and Active Directory-based user management
Trained and supervised all new Tier 1 technicians
Participated in on-site deployments for hardware/software rollouts
Applied ITIL best practices to provide excellent customer support and prioritize security and efficiency
Concentrix (Apple) - Jan 2021 - Jun 2021
Averaged 10 tickets closed per day, with under 10-minute average call times
Consistently earned perfect 10/10 customer feedback ratings
Triaged complex issues to specialized teams
Supported training initiatives for new help desk employees