Baker & McKenzie LLP , Palo Alto, CA, USA

April 2018 - Present

Provide level two end user tech support for hardware, peripherals, mobile devices and phones, software applications, and network access. Troubleshoot all technology related issues. Monitor IT dashboard, log incident tickets, resolve issues and escalate when appropriate. Collaborate on application testing; updating technical documentation; and working with IT team members on additional requests as needed. Computer maintenance and updates. Employee onboarding including setting up PC, phone, and creation of new accounts and orientation.

Cambridge Education Group , San Francisco

July 2008 - January 2018

• Provide technical assistance and support for all staff queries and issues related to computer systems, software, and hardware. • Respond to queries received via web portal, phone, email, or in person • Maintain accuracy of staff requests in ticketing system • Install and configure Desktop computer hardware and software. • Perform level one network administration tasks (AD and email) • Perform level one application administration tasks to resolve staff issues and maintain systems

TIAA Kaspick , Redwood City, CA, USA

July 2005 - June 2008

• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Oversee the daily performance of computer systems.
• Develop training materials and procedures, or train users in the proper use of hardware or software.
• Prepare evaluations of software or hardware, and recommend improvements or upgrades.