IT Client Engineer (Contractor) August 2021 - November 2023

During my tenure at CreditKarma, I held the position of OKTA and GSuite Administrator. A significant portion of my role involved administering SSO, automation, and MFA, ensuring seamless security management and user authentication processes. My responsibilities encompassed customized product configuration, user administration, and workflow design, alongside conducting OKTA log investigations and integrating OKTA applications with dependent systems across multiple OKTA tenants and GSuite domains. I have experience in Root Cause Analysis and investigating and providing documentation for SOC2 audits. I spearheaded troubleshooting initiatives of complex system issues, resulting in prompt resolution and minimized impact on business operations. Additionally, I played a key role in developing and documenting standards, processes, and procedures, facilitating smooth transitions post-implementation. I also collaborated on integrating products into SailPoint, enhancing application approval workflows and establishing robust security audit trails. In my capacity, I provided technical support to over 1000 offshore agents and 200 internal agents, managed onboarding/offboarding processes for vendors and remote call centers, and supported multiple lines of business, including offshore call centers.

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• OKTA and GSuite Administrator responsible for customized product configuration, user administration, security management, workflow design, multiple sign-on policies, group automation, OKTA log investigations, data management, and the integration of OKTA applications along with their dependent applications and systems for multiple OKTA tenants and GSuite domains.
• Experience in Root Cause Analysis (RCA), including the ability to analyze, troubleshoot, and diagnose complex system-related issues to help determine the appropriate priority, response, resolution, or escalation, particularly in relation to their impact on business operations.
• Developed and documented both current and new standards, processes, and procedures.
• Created system documentation and training materials for administrators to facilitate the transition after product implementation.
• Participated in an Okta tenant decommission project, resulting in significant cost savings of over $150,000 for the business.
• Integrated products into SailPoint to enhance the application approval workflow process and establish a robust security audit trail.
• Support in streamlining communications, coordinating schedules, and executing business requirements in collaboration with both internal and external stakeholders.
• Designed and collaborated on presentations for directors, administrators, and cross-functional teams with the aim of fostering collaboration between departments. These presentations clarified our team's unique responsibilities and contributions, highlighting our direct impact on each department and the overall business. The goal was to establish a strong presence in our team's specific industry space.
• Technical support for 1000+ offshore agents and 200+ internal agents.
• Manage and support OKTA including security and sign-on policies, IAP, API scopes, workflows, automation and internal and 3rd party applications integrations.
• Responsible for developing and documenting both current and new standards, processes, and procedures.
• Administered 3rd party applications (Helix/CorePro, CPI, Centrix).
• Responsible for onboarding/offboarding vendors, internal and external agents and applications, and remote call centers.
• Support multiple lines of business including four offshore call centers, including developing training documentation to ensure offshore vendor autotomy and success.

Systems Engineer (Contractor) January 2021 - August 2021

During my contract as a Systems Engineer at OceanX, I spearheaded various initiatives aimed at enhancing system efficiency and security. This included developing Powershell scripts to streamline processes and reduce technical debt, as well as leading the Bitlocker Encryption Project as a team lead. By implementing automated procedures and leveraging my expertise in JAMF Administration and Scripting for Mac, I successfully accelerated project timelines and provided seamless support for systems across multiple remote locations. Additionally, my proficiency in Mac administration, troubleshooting, and bash scripting contributed to the development of comprehensive documentation and procedures to ensure operational continuity.

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• Developed Powershell scripts for processes to reduce technical debt.
• Team lead for Bitlocker Encryption Project.
• Developed automated procedures for discovery and execution that pushed a project 2 months ahead of schedule.
• Supported systems across multiple remote locations.
• JAMF Administration and Scripting for Mac.
• Mac administration, troubleshooting, and bash scripting.
• Written documentation and procedures.

Desktop Support Specialist September 2019 - August 2020

As a Desktop Support Specialist at Geriatric Practice Management (GPM) I focused on optimizing system performance and operational efficiency. My responsibilities included developing scripts to streamline processes, managing equipment procurement and installation, and implementing automated workflows using JIRA. Additionally, I supported the implementation of conference room systems, provided remote assistance during the COVID-19 pandemic, and collaborated on configuring Palo Alto Firewall with the Network Administrator. I also traveled to Louisville, KY, for hardware refresh initiatives, ensuring seamless production system operation despite pandemic challenges.

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• Developed scripts for processes to reduce technical debt.
• Oversaw the purchasing, installation and decommissioning of equipment.
• Managed JIRA permissions and developed workflows to automate processes.
• Supported the implementation of conference room systems.
• Provided remote support for over 70 GPM users during COVID-19 pandemic.
• Worked closely with Network Administrator to configure Palo Alto Firewall.
• Traveled to support hardware refresh for our production systems in Louisville, KY during COVID-19 pandemic.

Systems Administrator May 2010 - September 2019

During my tenure as a Systems Administrator at Everyday Health Professional I managed a network and computer user base in Asheville, NC, adapting to fluctuating employee counts due to two buyouts. My responsibilities included overseeing equipment purchasing and decommissioning, transitioning from Microsoft Exchange to G-Suite, and administering G-Suite and Active Directory. Additionally, I provided comprehensive help desk support, deployed and troubleshooted both Windows and Mac systems, and played a key role in implementing a cost-effective VOIP phone system. Despite organizational changes, I consistently contributed to optimizing efficiency through documentation, monitoring network activity, and automating manual routines. Throughout, I provided training to new team members on processes, ensuring continuity and proficiency across the organization.

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• Manage 60 employee network and computer users in Asheville, NC, prior employee count 125+.
• Oversaw the purchasing and decommissioning of equipment.
• Participated in the transition from Microsoft Exchange to G-Suite.
• Responsible for administration and users in G-Suite and Active Directory.
• Perform all onsite help desk functions for the Asheville, NC office.
• Conduct the delivery, maintenance and troubleshooting for desktops and laptops, both Window and Mac systems.
• Contributed to the team to implement a new cost effective VOIP phone system, organizing numbers, extensions, and feature support.
• Developed documentation for both managing the environment and supporting end users as needed to maximize efficiency.
• Monitor network and server activity to maintain up-time.
• Deployed/Troubleshooted both Windows and Mac systems.
• Participated in the cutover team during the integration of DoctorDirectory into Everyday Health.
• Created and managed the hardware and software ordering and asset retirement system.
• Responsible for patching and upgrading systems.
• Help Desk support for 100 users including printers, copiers, desktop and laptop equipment.
• User administration and security using Active Directory.
• Worked as both a production specialist to deliver revenue generating assets for clients and Network Administrator.
• Deployed/Troubleshooted both Windows and Mac systems.
• Automating manual routines via stored procedures, triggers in production and live environments
• DDL statements to generate and populate tables used for a variety of business purposes including campaign targeting and reporting.
• Generated execution scripts to update production data tables in real time.
• Responsible for activities that drove physician activity and generated company revenue using SQL to determine high value targets for company programs.
• Developed a web based ASP.NET program that increased team productivity by 20%.
• Trained new team members on processes.

Western Carolina University

2007 - 2010Cullowhee, NC

BA in Management Information System (MIS)

• Cum Laude graduate

Cisco Certified Network Associate (CCNA) - 2020-2023

4 time recipient of the Above and Beyond award.