WORK EXPERIENCE
Vālenz Health
February 2026 - Present
Enterprise IT Technician I
- Provide white-glove support to Vālenz staff, utilizing FreshService to document solutions and build out existing knowledge base.
Banner Health
October 2022 - February 2026
IT Technician II
- Supported customers with installation, configuration, and ongoing usability of desktop hardware and software.
- Within a 30-day span, closed 148 incidents with an SLA compliance of 99.32%, significantly contributing to the overall 97.7% service area SLA performance for the team.
- Provided needs assessment recommendations through the appropriate investigation of specific customer and departmental computing needs. Documented all actions of end-user requests and/or problem resolution using ServiceNow.
IT Technician I
- Supported Technician II’s and III’s with desktop hardware troubleshooting, repairing and reimaging upwards of 50+ devices a week.
- Successfully integrated a PowerShell automation script into the imaging workflow, enabling automatic updates of group policies
and driver installations, resulting in a streamlined and error-free imaging process that improved overall productivity.
- Managed an active inventory of 200+ endpoint devices, ensuring they were accurately tracked in Asset Management, up-to-date, and ready for service.
Wells Fargo
January 2022 - October 2022
Technology Operations Associate
- Fielded inbound helpdesk calls for the internal Wealth Investment Management arm of Wells Fargo.
- Followed standard procedure for desktop support, primarily servicing Office 365 applications, mobile devices, as well as 2FA support, escalating issues to necessary teams as appropriate.
- Worked closely with team members to ensure call metrics were met.