CLIFTON LARSONALLEN LLP                                                        Dec. 2022 - Present
EMS Service Desk Systems Administrator (Remote)

• Ensured smooth operations for small to midsize credit unions and long-term health care facilities in a managed service environment, responding promptly to user demands and changing technology.

• Managed IT office infrastructure implementation, addressing day-to-day hardware and software issues. Procured hardware and software equipment, specialized in desktop and network administration. Proficient in Windows 7 Pro, Windows 10 Pro, and Windows 11.

• Developed and executed strategic technology documentation plans with ITGlue, enhancing alignment with business objectives and customer service. Administered Windows 2019 Server, overseeing file systems, Group Policy configuration, and Printer Logic printer management. Implemented HIPAA-compliant information protection using Acronis Backups. Played a key role in user onboarding and offboarding.

• Monitored application performance using N-Central and implemented N-Able Connect for patch management across various platforms. Specialized in automated patching, attended/unattended support, and integration with Apple Business Manager. Managed Microsoft 365, Intune, and Azure for comprehensive system management. Integrated with AV, EDR, backup, password management, and web protection tools.

• Administered Office 365, troubleshooting and customizing applications. Provided training, support, and maintenance for Exchange/Office 365. Led migration projects, including remediation, data migration, and license assignment for 2013 and 2016 versions.

• Implemented cybersecurity measures, configuring Meraki Firewalls and quadrupling LAN/WAN bandwidth. Managed user VPNs with Cisco DUO administration. Installed and maintained intrusion detection/prevention systems with CyberHawk, Netsurion, Risk Intelligence, SentinelOne, and LionGard. Conducted detailed analysis and management of IP information, connected devices, change logs, and port cycles for enhanced network security and efficiency. and LionGard; oversaw firewall policy management across
multiple clusters; monitored and protected against threats; and optimized network performance through an extensive redesign. Conducted detailed analysis and management of IP information, connected devices, change logs, and port cycles for enhanced network security and efficiency.

ALDEVRON Nov.                                                                                    2021 - Dec. 2022
Senior Helpdesk Support Admin/ Team Lead

• Oversee technical project plans and timelines, ensuring projects are completed on time and on budget. Work closely with other departments, such as product management, customer support, and marketing, to ensure all technical requirements are met, Analyze customer requirements and develop technical solutions to meet customer needs.

• Support all AV equipment in Conference rooms. Strategy, Planning, Acquisition and Deployment of new computers and peripherals to end-users, and executive staff using MacOX, Windows laptop or handles devices.

• Provide orientation guidance to all new employee’s, equipment and services.

• System imaging of all new hire equipment using both SCCM, and Autopolite.

• Remotely Diagnose, troubleshoot, fix/repair technical issues using Beyond, TeamViewer and QuickAssit or in person Windows 7, Windows 10, Windows 11 issues in sox.

ANDERSEN WINDOWS Aug.                                                              2020 - Nov. 2021
System Support Specialist TEAM LEAD

• Lead and manage a team of 6-10 support Specialist, providing technical direction and guidance. 

• Receive and respond to incoming calls, pages, and/or Service NOW tickets regarding desktop problems and if necessary, work with third-party vendor support and PC equipment vendors for warranty claims.

• Strategy, Planning, Acquisition & Deployment new computers and peripherals to end-users, executive staff.

• Support, and maintained all organizational Microsoft HUB’s, Surface mobile devices. Includes installation, diagnosing, repairing, upgrading hardware and equipment while ensuring optimal workstation performance.

• Handled both project management and technical deployment of PC's, and service requests using service NOW.

|• Performed on-site analysis, diagnosis, and resolution of complex desktop problems for end users, executive, recommended and implemented corrective solutions, including off-site repair for remote users as needed.

• Install, configure, test, maintain, monitor, and troubleshoot end user and peripheral devices, printing/scanning devices, presentation equipment, software, assist with Mobile Device (Email on Cell Phone) and other products in order to deliver required desktop service levels.

SPECIALTY MFG CO Mar.                                                                      2018 - Jul. 2020
System Support Specialist/Team LEAD

•Oversee the day-to-day operations of the Technical Support Team
• Act as a senior agent who will drive customer satisfaction through customer support.

• Ability to handle both project management and technical deployment of PC's , Scripting using.

• Migration of users from Win 7 to Win10 OS, Used Active Directory to put users in correct groups to get applications pushed to their test machine.

• Coordinate with AD team to pull the list of Win7 OS systems, and Active Directory team for AD clean up.

• Manage a deployment schedule for replacing the PC and migration of users.

• Work with procurement team and schedule the delivery of PC as per the schedule.

• Coordinate with users for cutover schedule and any communication needs.

• Develop and script PC Staging, Reimage and user provisioning and Cutover of users data, applications & peripherals to new PC's

• Handle any license recovery or reallocation issue for user applications.

• Share weekly status report with customer project management office.

• Maintain risk, issues log with mitigation plans.

• Utilize proper troubleshooting methodology and the OSI model to fix client issues.

• Concisely document systems, processes, issues, and resolutions.

• Excellent interpersonal, communication, and documentation skills.

• Ability to successfully and effectively work independently and within a team structure

3M.                                                                                                    Apr.2017 - Mar. 2018
IT Security Analyst

• Ensuring that goals of the incident management process are achieved.• Identifying security events, analyzing and responding quickly to minimizes impact on business.

• Performed security research, analysis and design for all client computing systems and the network infrastructure.

• Developed and implement information security standards, guidelines, and procedure.

• Configure anti-virus systems and consoles and conduct software upgrades.

• Grant permissions and privileges to authorized users.

• Conduct threat and risk analysis and analyze the business impact of new and existing systems and technologies to eliminate risk, performance, and capacity issues. They implement vulnerability assessments and configure audits of operating systems, web servers, and databases and detect patterns, insecure features, and malicious activities in the infrastructure.

• Perform research, testing, evaluation, and deployment of security technology and procedures.

• Run diagnostics on any changes to data to verify any undetected breaches.

DELOITTE CONSULTING LLP.                                                      Sept. 2016 - Apr. 2017
• Administration of Microsoft BitLocker

• Vulnerability management of all virus infected corporate assets.

• Provisioning on/off boarding accounts for all Deloitte Minneapolis employees from Microsoft active directory.

• Managed Samsung, Apple mobile phone and tables using Microsoft Intune Enterprise mobile device management system.

IBM- ALLIANZ LIFE INSURANCE                                                Jun. 2014 - Aug. 2016
Deskside Desktop Support Analyst

• Supporting Allianz’s internal and remote employees either in person or over the phone via RDP, Desktop Control or SCCM, or Dameware remote tools.

• Provided documentation of technical resolutions via ServiceNOW and HP service manager.

• Provided end user security awareness and safe web practice training.

• Manage computers in Microsoft System Center 2012 Configuration Manager to provide software deployment, compliance settings management, and comprehensive asset management.

• Responsible for supporting and maintaining Active Directory and Group Policy infrastructure also Create, modify, and delete user accounts through AD, maintain and update network access forms for users.

• Supporting both Windows XP, Windows 7 operating systems.

• Responsible for Imaging x86, x64 Lenovo Desktop, Laptops via SCCM 2012 RC2, and several custom Allianz web based and other life insurance applications in a Symantec endpoint secure environment.

• Implement and configure access control tools and systems to manage user access to networks, databases, applications, and physical facilities.

•Develop and maintain access control policies, procedures, and guidelines in accordance with industry best practices and regulatory requirements.

•Collaborate with IT and security teams to define access control requirements, including roles, permissions, and segregation of duties.

•Conduct regular access reviews and audits to ensure compliance with access control policies and identify any unauthorized access or anomalies.

•Provide technical support and troubleshooting for access control issues, including user provisioning, authentication, and authorization problems.

•Monitor access control logs and alerts for suspicious activity or policy violations and take appropriate action, such as conducting investigations or implementing remediation measures. 

BILFINGER WATER                                                                         Jul. 2010 - Jun. 2014
Technology Senior Desktop Support Analyst

• Provided Windows XP, Windows 7, Windows 8 Administration, migration supporting to all onsite and offsite global employees in a manufacturing environment. Updating in person, Phone, Email, RDP and TeamViewer technical request using Zendesk service ticketing system.

• Designed an automated installation process of PEX boot image repository for operating system images to be installed on target workstation throughout the enterprise using Windows Deployment Services and SCCM.

• Played an active role in approval of all global DELL hardware recommendation, testing and acquisitions.

• Perform Administrative duties with regards to Windows Operating Systems Migrations using Active Directory and SCCM.

• Played an active role in asset management and approval of all global DELL hardware recommendation, testing and acquisitions.

• Administer desktop computers, printers, IPhones, iPAD, Tablet PC, smartphones,
software deployment, security updates and patches.

• Created and maintained documentation of self-support articles for helpdesk Spiceworks knowledge base.

• Record all incidents using an Incident Tracking system according to the defined documentation standards.

• Troubleshooting and problem-solving SAP system. Installation, Deployment and supported of AutoCAD 2013, 2014.