IT Service Desk / Systems Administrator

I am a results-driven IT professional with extensive experience as an IT Systems Administrator and IT Service Desk Technician. I have a proven ability to develop and streamline IT processes, create comprehensive documentation, and ensure seamless technical operations. I am skilled in guiding clients through complex technical procedures with patience and clarity, enhancing user satisfaction and operational efficiency. I am adept at troubleshooting, problem-solving, and delivering exceptional support in fast-paced environments.

In my current role, I research and resolve incidents escalated from Tier 1 and 2 IT support for endpoint and server issues, MS Exchange, Citrix VDI/Xenapp, Solarwinds, M365, and more, supporting over 5,000 employees. I actively contribute to multiple Centers of Excellence, including Endpoint/Citrix, M365, and Platform, where I create and maintain ServiceNow dashboards highlighting key trends and statistics.

I have a strong background in scripting and programming, particularly with PowerShell, and possess expertise in Citrix Xenapp, Xendesktop, App Layering, VMWare VSphere, Sailpoint IAM, ServiceNow, and M365/Exchange administration. I have been recognized with several awards for my contributions, including the PGE Lightning Bolt, Rockstar ACDC Winner, and Proud Award.

I have provided direct executive support for PGE VPs and their EAs, managed company-wide All-Hands and Anonymous Q&A sessions via Teams Live Events, and designed and maintained ServiceNow dashboards used for IT Service Desk staff performance metrics. I have driven systemic process improvements that significantly reduced wait times for user access requests and increased team morale.

I am known for my great instincts for understanding end-user needs, anticipating requests, and handling them professionally. I am committed to building the reputation of the Service Desk and continuously improving operational support and communication processes.