System Administrator I, Orrstown Bank - (Sept 2024 - Current)

  • Led the deployment of 800+ end user laptops utilizing Microsoft Intune to support bank merger & acquisition with PeoplesBank to ensure seamless integration to new FIS core banking solution
  • Provided Tier 1–3 technical support for Windows 11 workstations, including installation, configuration, patching, & troubleshooting. Demonstrated exceptional performance by contributing to over 25% of resolved tickets during tenure. Documented solutions in Salesforce ticketing system
  • Employed the Microsoft 365 Admin Center to provide in-depth support for Microsoft Office suite applications including Outlook, Teams, OneDrive, & SharePoint Online
  • Utilized Microsoft Intune & NinjaOne in concert to monitor device compliance with company cybersecurity standards, simplify management of 150+ desktop applications, & solve end user identity access complications
  • Supported hybrid identity integrations with Microsoft Azure Entra ID for cloud-based authentication
  • Leveraged Cisco ISE’s capabilities to secure & authenticate network access, enforce policies, & enhance network visibility
  • Supported branch network expansions by installing & testing networking hardware across multiple locations as part of IT infrastructure projects
  • Created knowledge base articles to document common processes & procedures for other technicians to utilize
  • Delivered in-person training to 50+ clients, translating technical concepts into clear, actionable guidance on digital asset use
  • Utilized Apple Device Management to support MDM for company Apple devices. Made use of Jamf Now to reinforce device configuration settings

IT Support Specialist, Penn State Health - (Aug 2023 - Sept 2024)

  • Provided remote support for 20,000+ Windows 10 workstations. Troubleshooted hardware, software, & network issues to support hospital personnel with day-to-day technical issues
  • Provided support for Microsoft 365 applications including Outlook, Teams, OneDrive, & SharePoint
  • Utilized Splunk dashboard to reconcile persistent device network connectivity issues
  • Played an integral part in integrating multiple 2FA solutions to authenticate end user identities. Trained end users on how to setup, utilize, & manage multiple 2FA solutions for effective use
  • Accessed Ivanti Endpoint Manager to push application packages to end user devices
  • Served as a liaison for hospital staff to consult Oracle Health representatives regarding escalated ServiceNow tickets
  • Secured end user digital gateways through password resets, account unlocks, & following company cybersecurity processes & procedures
  • Consistently had a 70% first contact resolution rate throughout tenure
  • Responded to internal phone calls for technical support in a timely manner and explained technical issues to non-technical individuals
  • Collaborated with colleagues to bring call abandonment rate from 20% to 10% within 3 months of employment
  • Leveraged knowledge base articles to self-educate to solve end-user problems

IS Govern Plan & Strategy Intern, Penn State Health - (June 2023 - Aug 2023)

  • Shadowed CIO of the IS department through daily meetings that included 4+ vendors
  • Configured a Meta Quest 2 Oculus for over 10 psychiatric patients for the University of Rochester
  • Collaborated with 8+ IS department executives to curate a strategic plan to track project progress
  • Rounded at various Penn State Health hospitals to consult staff members with their IT concerns