Resourceful IT professional with 5+ years of experience expertly delivering crucial troubleshooting and technical issue resolution for improved organizational efficiency. Positive, end-user focus on documenting and fielding troublesome hardware and software service requests. Active support for tailored IT deployment and management needs. Seasoned professional at scanning for necessary organizational and regulatory compliance, security flaws and upgrade challenges.
Skills
Administrative leadership
Training & Development
Active Directory
Mac OS
Windows
Kubernetes
Windows
Single Sign-On
Software Support
End-User Training
System Administration
Systems Management
Office 365
It Support
Leadership
Maintenance & Repair
Jamf
MS Office Suite
G Suite
Linux
AWS
VPN
Hardware Support
Critical thinking
Troubleshooting and Maintenance
Administrative Duties
Operating Systems
Vpn
Experience
10/2017 to Current
IT Coordinator B Hotels & Resorts – Fort Lauderdale, FL,
Completed quarterly employee performance evaluations to identify deficiencies and recommend improvement strategies.
Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all administrative support staff.
Introduced change improvement plans to ensure process alignments with specific goals, methodologies and initiatives throughout management office.
Conducted new employee orientation to foster positive attitude toward organizational objectives.
Manage IT systems consisting of Mac, Windows, and hybrid environments across multiple departments with 1000+ users
Provided direct tier-1 to tier-3 end user assistance and general IT support to 30+ persons daily using the ServiceNow ticketing system.
Implemented a hybrid help desk architecture to during the COVID pandemic while training and supervising 40+ students on the processes.
Active Directory admin that has rights over account management, user creation/deletion, permission access, and network rights.
Learned new tools and systems, gaining enough depth to assist users and manage permissions using Active Directory, and Jamf Supported Windows, Apple, and GNU/Linux operating systems, system migration using jamf, mobile devices, standard productivity applications, networking, and numerous University academic and administrative applications.
Supported Windows, Apple, and Linux operating systems, system migration using jamf. Also supported mobile devices, and numerous University applications for campus wide consumption.
07/2016 to 10/2017
IT Support AssociateIconma, L.L.C. – Abbott Park, IL,
Maintained and administered information technology systems for a 200 person University department
Manage daily operations of the IT department as the System Administrator.
Develop new strategies and IT procedures to increase efficiency in internal communications and cybersecurity in order to stay NIST compliant and increase data security for government agency clients
Purchasing and tracking equipment and inventory
Troubleshoot via remote control client, phone call, Zoom, and email
Re-image devices for new users
Manage Active Directory: account management, network rights/permissions, access networks shares. Created new accounts, reset passwords and configured access to servers and file management software for users.
Manage all IT related budget and expenses by approving and inputting invoices into Salesforce to stay within the budget
Installed software and hardware products remotely or on site with users around multiple departments
Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
Removed malware and viruses from laptops and desktop systems using specialized software.
During a department wide Windows 10 implementation, Provided on-site technical support after project implementation and recommended product changes and upgrades to department users.
Coordinated installation of software systems and collaborated with user experience team on design and implementation of new features.
01/2014 to 07/2016
Office Manager Marriott Vacations Worldwide – Garden City, UT,
Supervised 3-5 students weekly; including overall onboarding, training, and development
Assisted in migration of company-wide rollout from Windows 7 to Windows 10.
Responsible for department billing, office procurement, budget allocation, and reporting
Generated and analyzed reports as an administrator using the T2 Parking system. This was a case and data management system
Analyzed data via flex and fleet manager, which is a parking inventory tracking system. Using this to add and delete users, formulate budgeting sheets, and overall administrative support for the whole department.
Education and Training
Expected in 05/2010
Associate of Science: Sports And Fitness Administration High Point University - High Point, NC, GPA:
Major in Sports Management
Minor in Information Systems
Websites, Portfolios, Profiles
https://www.linkedin.com/in/Jessica-Claireii/
Certifications
Amazon Web Services Cloud Practitioner - November 2020-2023
ACMT Apple Certified Mac Technician - October 2017
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