In my current role, I'm the go-to expert for implementing IT policies, processes, and procedures. I keep everything running smoothly by logging all incidents and service requests in JIRA, handling support requests via phone, email, and self-service portal, and escalating issues when necessary. I monitor our network with SolarWinds and manage security with Cisco Duo and Cisco AnyConnect. As an admin for Azure, Active Directory, Exchange, GitLab, and Jira, I ensure everything is in top shape. I'm also in charge of Windows imaging across the company and adept at administering Windows, Mac, and Linux systems. Collaborating with our teams in China, India, and the U.S. I use our Knowledgebase to investigate, diagnose, and resolve incidents, always meeting Service Level Agreements and driving Continuous Improvement. Plus, I research and recommend the best IT hardware and software, manage accounts and access rights, and keep our tech ecosystem thriving.

I provided timely and accurate responses to customer queries via phone, email, and chat, while also analyzing and reporting product malfunctions. I maintained and updated internal databases with technical issues and valuable customer interactions. Additionally, I resolved technical issues related to workstations, printers, and local area networks. As an Azure AD administrator, I was responsible for setting up and maintaining new user accounts. I also managed the ERP system, Apparel Magic, and the eCommerce platform, Shopify.

I managed a route in Downtown LA, where I evaluated and repaired parking meters. I also repaired and maintained radios and electronics within the meters using various tools. Additionally, I handled software maintenance by installing, configuring, and troubleshooting applications. I kept accurate and detailed records of each repair service performed and provided time and cost estimates for the repair of power supplies and other electronic equipment.

I performed inspections and installations of parking meters as part of a contract job for LADOT, which eventually led to a full-time position. My responsibilities included performing repairs, cleaning, maintenance, and testing of parking meters. I also conducted audits on meters not communicating data and issued diagnostic repairs to resolve the issues. Additionally, I handled BLE replacement swaps and battery replacements.

Performed service, preventative maintenance, modifications, and installations of POS systems at major retail locations, including Lululemon, TJMaxx, ROSS, and Victoria's Secret. Provided timely, effective on-site repairs and trained operators to ensure optimal system performance and enhance customer satisfaction. Managed company assets, including a vehicle, cell phone, computer, tools, and inventory parts. Fostered and maintained strong business relationships with customers and colleagues, contributing to a positive work environment and exceptional customer experience.

Installed and maintained Network and computer systems, providing remote troubleshooting through diagnostic techniques and effective communication via ticket, chat, phone, and video conference. Documented events, issues, and resolutions using the JIRA ticketing system. Traveled to static locations to provide in-person support for issues that couldn’t be resolved remotely. Collaborated with the marketing team to plan and manage logistics for various annual events. Deployed and retrieved computer equipment for both events and static locations.

I installed and configured cable systems, including television, internet, digital phone, and home networking, while replacing and installing RG6, RG11 coax cables, and Cat5e twisted pair. I independently diagnosed and resolved service issues, often implementing innovative solutions to ensure seamless service. Consistently maintaining high performance metrics, I delivered on-time service, achieved strong customer satisfaction, and upheld productivity standards. Additionally, I ensured the company vehicle was properly maintained to support daily operations.