Experience

Federal Reserve Bank of Minneapolis

IT Support Specialist Exp (4/2023 - Present)

• Creating/Updating/Editing Service Desk Knowledge Base articles to provide other agents and support groups with proper documentation on supported applications or common issues
• Assisted with Application Support Requests for software/hardware being onboarded to the FRS
• Testing and providing analysis of support options for new solutions being rolled out throughout the FRS
• Acting as a Subject Matter Expert providing advanced troubleshooting and outage information for Unified Communications applications, including Microsoft Teams, Cisco Webex, Zoom for Government, Avaya desk/soft phones, and TalkDesk cloud platforms
• Performing Operations Trainer duties including ongoing training and documentation to new hires as well as tenured agents regarding NSD processes and procedures

SR Information Systems Technician I (6/2022 - 4/2023)

• Providing top-down support for a wide range of software and hardware used throughout the Federal Reserve System.
• Providing detailed documentation on individual or system-wide issues and outages through incident tickets.
• Reviewing, validating, and releasing firecall and elevated access accounts for incidents and changes within ServiceNow for National IT infrastructure

Gigabit Minnesota

Fiber Optic Technician (10/2021 - 6/2022)

• Placing underground fiber drops to homes and businesses
• Splicing fiber drops, installing connectors, installing equipment enclosures outside drop locations
• Troubleshooting and repairing fiber breaks and other damage based on internal or customer reporting.

Education

Dakota County Technical College

A.A.S, Network Administration - 5/2021

A.A.S, Information Systems Management - 12/21