Resume

South Jordan, UT

South Jordan, Utah

• Delivered expert support across Microsoft 365, Azure, Intune, and Teams.
• Deployed custom tooling using Python and PowerShell to automate workflows and enhance support efficiency.
• Led ongoing team process improvements, streamlining case handling and documentation practices.
• Resolved complex technical issues, contributed to incident response and root cause analysis, and downtrained Tier 1 and Tier 2 technicians to elevate team performance and knowledge.

South Jordan, Utah

• Delivered advanced support for Microsoft 365, Azure, Intune, and Teams.
• Investigated and resolved escalated technical issues, collaborated with engineering teams, and contributed to root cause analysis.
• Downtrained Tier 1 technicians to improve knowledge transfer and resolution efficiency.
• Authored internal documentation and automated support tasks using PowerShell.

Salt Lake City, Utah

• Provided frontline support for Microsoft 365, Azure, Intune, and Teams.
• Handled initial triage, resolved common issues, and ensured accurate case documentation.
• Escalated complex problems to Tier 2 while maintaining high customer satisfaction.
• Supported end users with account setup, access issues, and basic troubleshooting across cloud services.

Orem, Utah

• Specialized in audiovisual systems support across campus, including Crestron control systems and Dante audio networking.
• Installed, configured, and maintained AV equipment in classrooms, lecture halls, and event spaces.
• Provided technical assistance to faculty and staff, ensuring seamless operation of AV technologies.
• Collaborated with IT and facilities teams to troubleshoot issues, perform system upgrades, and support live events.

Provo, Utah Area

• Managed the sales, deployment, and repair of Apple Mac systems across campus.
• Provided expert support for macOS hardware and software, ensuring smooth operation for faculty, staff, and students.
• Coordinated with departments to assess technology needs, configure devices, and deliver tailored solutions.
• Performed diagnostics, repairs, and upgrades, maintaining a high standard of service and minimizing downtime.