IT Support Technician II

Lazydays RV (Feb **** – Nov 2023)

•Creation and maintenance of user accounts in several enterprise directories (AD, Azure, Okta, Exchange)

•Regular troubleshooting of all IT-related issues for an enterprise of over 2,000 users

•When applicable, provide end-user training for hardware/software and application issues

•Triage connectivity issues with VPN (GlobalProtect / Cisco AnyConnect)

•Provide support for enterprise applications such as OneDrive, Outlook, Teams via phone, chat and email

•When escalating issues to backend/Dev Ops team, creating and assigning issues inside of JIRA for proper collaboration

IT Support Technician II

Williams-Sonoma, Inc (Nov 2021 – Jan 2022)

•Diagnosed and resolved a range of sw/hw and connectivity issues

•Created and modified user accounts in Microsoft Active Directory and Azure Active Directory

•Triaged user account access issues with applications such as Microsoft Outlook and CyberArk

•Worked with vendors to troubleshoot and resolve issues related to their products and services

•Regular use of report logs for user access information

•Monitored and supported business applications via RDP

IT Support Technician

Renee’s Boutique LLC (Apr 2019 – Sep 2020)

•Created employee and non-employee accounts in Okta via requests sent by HR in ServiceNow

•Reset mobile MFA for account users

•Escalating account sync/access issues between AD and Okta to Tier 2/3 support

•Assist with end-user training for downloading and using Okta application for SSO

•Install and manage devices for MS Intune

Help Desk Support

Leafwing Center (Sept 2018 – Feb 2019)

•Addressed hardware/software troubleshooting for all enterprise technical issues via ServiceNow for small-med sized environment (500 users)

•First contact for internal customers experiencing technical issues with apps such as DUO, Teams, Microsoft Outlook and other enterprise applications

•Reset/Lock/Unlock of user accounts in Active Directory

•Resolved user login issues for Office 365 mail accounts

•Escalated unresolved issues to the Tier 2/3 support technicians

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