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
  • Consistently demonstrated exceptional performance, contributed to over 25% of the resolved ticket load during tenure. Made contributions that have been vital to the success & efficiency of the IT department
  • Provided support for end user AVD (Azure Virtual Desktop) sessions, troubleshooting issues & ensuring high-grade access to virtual environment on Microsoft Azure
  • Employed the Microsoft 365 Admin Center to provide in-depth support for Microsoft Office suite applications
  • Utilized Microsoft Intune & NinjaOne in concert to monitor device compliance with company cybersecurity standards, simplify management of 150+ mobile applications, & solve end user identity access complications
  • Advocated cybersecurity best practices by managing multiple 2FA solutions, encouraging use of strong & unique passwords, empowering users to report suspicious emails, & performing regular software updates
  • Remediated end user software, hardware, & network difficulties that obstructed daily workflows & documented resolutions on Salesforce ticketing system
  • Created knowledge base articles to document common processes & procedures for other technicians to utilize
  • Facilitated 30+ in person client consultations to train end users on the correct use of digital assets
  • Coordinated & executed the distribution of 50+ company devices across several branch locations to ensure timely delivery & setup to maximize operational efficiency

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

  • Troubleshooted hardware and software issues to support 20,000+ end users
  • Utilized Splunk dashboard to service device network connectivity issues
  • Implemented new 2FA procedure to validate end user identity
  • Utilized ServiceNow ticketing system to create 30+ daily tickets & fulfill RITM requests
  • Respond to internal phone calls for technical support in a timely manner and explain technical issues to non-technical individuals
  • Consistently had a 70% first contact resolution rate throughout tenure
  • 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 resolve 10% of escalated Service Desk tickets
  • Managed dynamic workplace adjustments with regards to consistent mergers & service disruptions

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