Linda F.

Supported Desktop Support and Endpoint Engineering functions, coordinating escalations, managing technicians, and driving enterprise support initiatives across several business units. Mentored teams across multiple states, reinforcing accountability and promoting knowledge sharing. Contributed to the implementation and second-release development of ServiceNow Hardware Asset Management and Software Asset Management, identifying gaps and enhancing operational processes. Executed the implementation of Okta Self-Service Password Reset, significantly reducing Help Desk call volume for password-related requests. Improved critical support and compliance processes including asset and license reclamations and IT asset decommission/disposal methods, enhancing tracking and audit readiness. Formalized hardware retrieval and disposal controls in conjunction with audit and control stakeholders to address audit issues. Created and maintained knowledge base content in ServiceNow and Confluence while providing training on asset management and project management. Facilitated major initiatives such as Windows 11 migration and HP Managed Print Services rollout across multiple locations, ensuring minimal disruption to business operations. Authored printer deployment checklists aligning with security standards and directed secure asset disposal activities to ensure compliance. Evaluated resellers and supported vendor negotiations, identifying potential hardware savings. Drove communication and project coordination with stakeholders during high-visibility operational initiatives.

Oversaw IT projects that involved project planning, troubleshooting, and resolution of issues, while supervising cross-functional teams. Managed an active workload of multiple projects, providing regular updates on project status and closure reports. Utilized PowerShell and SCCM for data reporting and documented network-related deployment projects with Visio. Handled incidents, change activities, and reporting through ServiceNow, contributing to significant initiatives such as Cisco ISE Expansion and Oracle Data Segmentation.

Executed system administration tasks, including upgrades, testing, and troubleshooting in a dynamic IT environment. Managed account provisioning and deprovisioning, handled licensing and mailbox administration, and facilitated user access within Azure AD and Microsoft 365. Created software packages and scheduled deployments with ManageEngine Endpoint Central, also leveraging the platform for remote support. Delivered executive support for various technologies including desktops, printers, network connectivity, and A/V equipment.

Provided regional field IT support for the Nevada territory, offering Tier 2 and Tier 3 support related to data networking, desktop systems, and security administration. Managed annual hardware refresh efforts, coordinating the replacement of desktops and laptops, and led operating system migration projects for numerous workstations. Acted as the technical lead during building moves and data center buildout activities while supporting various lab environments across multiple locations. Utilized Altiris, USMT, and MDT for imaging tasks; administered DNS and IP management with Infoblox; supported wireless environments with Aruba tools; and conducted network analysis using Wireshark. Produced management reports, maintained backups, and supported audit and regulatory document needs.