• Designed and implemented key components of company IT infrastructure (switches, network hardware, security cameras). Automated updates and patching (laptops, tablets). Used Sumo Logic.
• Created and managed HIPAA-compliant systems; granted employee access. Deployed managed applications.
• Provided 24/7 support for ~40 clinicians in company virtual clinic; participated in on-call rotation. Supported ~200 office workers.
• Managed network security. Upgraded RADIUS server to support multi-factor authentication.
• Implemented OneLogin Desktop as part of move to zero-touch laptop deployment.
• Automated and standardized on- and offboarding tools; reduced onboarding time for
physicians by 60x. Configured cloud-based SaaS integrations for easier account management; used BetterCloud. Managed user accounts via OneLogin. Managed access and license for SaaS applications.
• Created and tested method for changing shared secret key for L2TP VPN on macOS via automation.
• Documented new processes; ensured repeatability and training.
• Monitored and responded to incidents and infrastructure alerts; wrote COE analyses;
implemented solutions.
• Managed, maintained, and set up office AV equipment.

GitHub Administrator
Confluence Administrator
JIRA Administrator
G-Suite Enterprise Super Administrator
JetBrains Administrator
FreshService Administrator
JAMF Administrator
BetterCloud Administrator
SurveyMonkey
SurveyGizmo
Lattice
GreenHouse
Worked closely with security to make sure HIPPA compliance was met

Ongoing technical operations & panelist support, and partner support for user panels around the world, including:

• Managed offsite teams (level 1, 2); responded directly to alpha pilots; supported beta pilots.
• Worked with engineering and product management teams; prioritized bug fixes and new
features. Reduced escalations by 60%.
• Prioritized and triaged support requests from business partners. Analyzed defective hardware.
• Recruited new alpha testers; provisioned, packed, and shipped metering devices.
• Documented support information; enabled operationalizing of production-scale processes.

•Collaborated with cross functional teams within the Information Technology department and Retail •Operations business units and departments on implementation strategies and processes to deliver overall quality assurance.
•Coordinated with the stores and testing teams during the pilot phase distribution activities in preparation for implementation phase Documents and reviews user problems using tracking software.
•Ensured that second through fourth level technical problems are identified, tracked, resolved, and referred to the correct support groups as needed. Informed senior implementation specialist and management of issues requiring additional intervention or support. Plans and maintains schedules, procedures, training materials and tracking methods for new store and remodel store activities, and for software and holiday register distribution activities. Provides technical support for new installation hardware and cabling issues and second level technical testing for POS hardware, software and telephony systems, including software activation. Ensures customer expectations are being met by communicating and maintaining key business relationships with other teams within the company. Reviews and approves invoices for new store and remodel activity from vendors. Reviews with procurement if necessary.