Professional Experience

1. Apprentice Systems Tech @ MetaLatest

   Full-Time // January 2024 -> Current

   Complete Systems Engineering training by completing company-curated courses and completing an assigned coding project written in Python to deliver impact to the Enterprise Engineering department of Meta by reducing developer downtime and errors connecting to remote servers by over 60%.
   
   In addition to completing the systems engineering coursework, supported the SF Bay Area Helpdesk locations by troubleshooting complex software and hardware issues, providing white glove support to VIPs and C-suite staff, and imaging new employee-assigned assets. Also identified and collaborated with cross-functional teams to mitigate Android enrollment failures by over 75%, as well as developed procedures and processes to speed up New Hire tech support troubleshooting at the Helpdesk, reducing queue wait time by over 40% during New Hire Orientation.

2. Business Technical Support Analyst @ UC Davis - College of Biological Sciences

   Full-Time // February 2021 -> January 2024

   Oversee general IT service desk and desktop support tasks for the Dean's Office, Department of Evolution and Ecology, and the administrative staff of the departments of Neurobiology, Physiology, and Behavior and Plant Biology.
   
   Primary job functions include managing college-wide active directory users, groups, and mailing lists through Windows Server 2016, imaging and deploying new hardware to users including network devices, troubleshooting hardware and software issues and problems both in-person and remotely using BeyondTrust Remote Support and Microsoft Remote Desktop, and handling multiple concurrent IT projects that involve close collaboration with coworkers, clients, and vendors.
   
   Accomplishments in this role involve reducing the team's ticket queue by over 75%, upgrading legacy hardware (i.e. printers, desktops, monitors) to modern standards, implementing hardware standards for Evolution and Ecology, and reduce computer imaging time by over 60%.

3. Lead IT Support Specialist - UC Davis School of Education

   Part-Time // February 2017 -> October 2020

   Lead a team of other students to perform desktop support and service desk functions for the School of Education IT department.
   
   Primary role functions include troubleshooting technical issues both in-person and remotely using BeyondTrust Remote Support and Apple Remote Desktop to enterprise-level software and hardware, imaging and deploying new hardware to active directory users through the use of Jamf and Microsoft Deployment Studio, and managing audio/video equipment in classrooms and conference rooms.
   
   Smaller tasks involved keeping an up-to-date inventory of school-owned assets, updating internal Confluence knowledge base articles for team reference, and assisting team management with long-term projects.