Risk Intelligence Center at Medtronic (2021-08 – 2026-05)
- International security risks and travel security concerns for Medtronic personnel
- Emergency response and crisis incident management, including life safety
- Business intelligence - recognize incidents which may adversely impact personnel, assets, and company integrity
- Provided investigative support by reviewing video footage and monitoring social media platforms to gather crucial evidence for internal investigations
- Alarm monitoring and assessment, dispatch, escalation and communication
- Solve routine problems following established policies and procedures
IT Support Center at Medtronic
- Provide over the phone technical support for corporate and field rep Medtronic employees
- Triage eReq tickets to tier 2 groups that cannot be resolved within the Support Center
- Use Active Directory to add/remove users from AD groups
- Support hundreds of different applications including Microsoft Office, Airwatch, Mstar, Cycle Count, and mPower
- Collaborate with Subject Matter Experts and Tech Mentors on finding solutions for specific technical issues
- Train new techs entering the Self-Service role within the Support Center
IT Support Center - Project Work at Medtronic
- Review password incidents to minimize call/ticket volume within the Support Center
- Present data and trends to Management
- Created training documents for End Users on how to use Medtronic's password reset website
- Create/Update password related knowledge base articles
- Assisted in creating a survey to provide to End Users to gather feedback on Medtronic's password reset website
Secondary Mobile Device SME at Medtronic
- Served as the primary technical consultant for internal mobile device escalations
- Provide information regarding specific trends or changes to cellular plans for corporate users
- Assist primary SME in training new hires
- Attend mobility forum meeting when the primary is not available
