This is a #FediHired post. I have 20 years of experience managing, maintaining, implementing, and migrating knowledge bases for client-facing audiences, first and second level teams, and third level teams and strategic teams. My experience includes doing handovers from project teams to first and second level teams. I have extensive experience in minimizing the effort required from project teams in order to complete a successful handover.
I have several years of experience as a team lead for general IT service desks and help desks with out-sourced and in-sourced team members, often both at the same time. I have experience as manager in identity services, authorization provisioning, and identity platform. My experience in these areas includes the successful implementation of a new authorization provisioning platform, management of a third party vendor who performed tasks related to the same, and coordination with large numbers of technical teams inside the company.
I've run big teams. I've run small teams. My focus in both was balancing the needs of the organization with the needs of our client bases, while ensuring compliance with multinational regulations. Happy, engaged, and supported employees and contractors are key to running an efficient support organization.
I have extensive experience in end user support of these topics and management of technicians who are providing support for the same:
- Windows
- Mac OS
- Office applications (including but not limited to Microsoft Office products)
- Design suites including but not limited to Adobe and Affinity products
- In-house and legacy applications
- Mobile operating systems including iOS
I have platform management (implementation, maintenance, and administration) experience with several wiki and knowledge base technologies including but not limited to MediaWiki, Atlassian Confluence, DokuWiki, and SharePoint. This involves performing tasks and configuration on Windows Server and Ubuntu Server, use of Active Directory to manage users and groups. This also involves installation and configuration of Apache, NGINX, cache implementations, and prerequisite technology including but not limited to MySQL.
I have extensive experience implementing solutions in Python.
I'm currently a semester away from completing my Bachelor of Science Information Technology Management program.
