Summary
Technology enablement leader with 16+ years of experience guiding end users through complex IT change — from enterprise device rollouts to platform and AI adoption. Google Cloud Generative AI Leader and Microsoft 365 Fundamentals certified, with a UX/UI certificate from Parsons School of Design. Specializes in the gap between what technology can do and what people actually do with it: builds training, documentation, and support systems that turn skeptics into confident users and keep adoption on track after the rollout ends. Supported 500+ end users and recovered $380,000 in a single internal software audit.
Core Competencies
AI Enablement & Adoption
Digital Transformation & Change Management
End-User Training & Documentation
Microsoft Intune (Endpoint & MDM)
Microsoft 365 & Copilot
Google Cloud AI
ServiceNow, Jira, Confluence
Windows 11 & macOS Deployment
UX/UI Principles
Executive & VIP Support
Stakeholder Communication
Process Improvement
Executive & VIP Support
Basic Networking & Connectivity
User Support & Ticket Documentation
Technical Skills
Windows 10/11
macOS
Microsoft 365
Microsoft Intune
Endpoint Lifecycle & Device Refresh
Desktop Support (On-Site & Remote)
Hardware Troubleshooting
PC Reimaging & Device Upgrades
iOS Support
ServiceNow
Jira
Confluence
Executive & VIP Support
Basic Networking & Connectivity
User Support & Ticket Documentation
Professional Experience
RSC Solutions
09/2024 – 03/2026
Help Desk Support Lead / Desktop Support
- Led enterprise Windows 11 and macOS rollout for 150+ users, guiding device transitions and post-migration support to improve adoption and reduce disruption.
- Served as endpoint subject matter expert (SME) for device lifecycle and modernization, translating technical requirements into clear guidance for employees and leadership.
- Built standardized procedures, onboarding resources, and support documentation that improved consistency and accelerated issue resolution across the team.
Hexaware Technologies
10/2021 – 04/2024
Desktop Support Engineer
- Resolved 700+ incidents in ServiceNow while consistently meeting SLA targets, identifying recurring patterns to improve self-service resources and support efficiency.
- Supported iPhone deployments and upgrades through Microsoft Intune, helping users adopt secure mobile workflows and enterprise productivity tools.
- Delivered event-based technical support and real-time troubleshooting in high-visibility settings, reinforcing user confidence and business continuity.
NCR
06/2019 – 10/2021
Senior Support Analyst (Lead)
- Provided white-glove executive desktop support across multiple locations and remote environments as a trusted escalation point.
- Served as sole on-site IT support for the photo studio location, independently supporting 200+ users across hardware, software, and network troubleshooting.
- Provided C-Suite Support
- Provided Special Event Support.
- Troubleshot hardware, software, and OS issues to maintain service continuity.
- Managed escalations and served as technical advisor to business leaders.
- Maintained operational documentation and asset records.
Macy's
10/2009 – 06/2019
Assistant Manager (10/2015 – 06/2019)
- Managed team of 6, coverage across multiple locations, handled escalations, and coordinated purchasing and inventory with a focus on service continuity.
- Prepared year-end operational reports for management and leadership, strengthening executive decision support.
- Identified software audit gaps and recovered $380,000 in server product value.
- Mentored junior analysts, providing training on Microsoft Office 365 and enterprise troubleshooting procedures.
- Coordinated with vendors on hardware procurement, warranty claims, and contract management.
Senior System Analyst (10/2011 – 10/2015)
- Became subject matter expert(SME) for internal applications and Adobe Software.
- Supported user onboarding/offboarding processes and maintained access control systems.
- Managed multi-site IT support operations and served as the point of contact for escalated technical issues.
Technical Support Analyst I/II (10/2009 – 10/2011)
- Reduced printer-related complaints through analysis of call types, frequency, and volume, leading to a printer upgrade/replacement project.
- Lead support contact for the Mac Team; SME for internal applications and Adobe software.
- Documented user issues and resolutions in the ticketing system, contributing to knowledge base improvements.
Education & Certifications
Bachelor of Science: Computer Science
Western Oregon University, Monmouth, Oregon
Certificate: User-Centered Design (UX/UI)
Parsons School of Design, New York City, New York — 2023
Microsoft 365 Fundamentals — June 2025
Google Cloud Generative AI Leader — June 2026
AI Advantage Bootcamp — June 2026 (Certificate ID 865171, 6 CPD hours)
