IT SYSTEMS ANALYST at City of Havelock (2025-01 – Present)
Lead administration and optimization of the Microsoft 365 environment, including SharePoint, Teams, and Power Automate.
- Lead administration and optimization of the Microsoft 365 environment, including SharePoint, Teams, and Power Automate.
- Designed and implemented a centralized IT SharePoint portal to centralize resources, improve communication, and streamline staff workflows.
- Developed and maintained automated workflows for IT requests, onboarding/offboarding, and system notifications, significantly improving response times and process efficiency.
- Administer and manage Avaya IP Office phone system, including user provisioning, call routing, voicemail configuration, and troubleshooting.
- Monitor and manage endpoint health and security using NinjaOne and SentinelOne, proactively identifying and resolving issues.
- Collaborate with leadership to evaluate technology needs and implement solutions that improve operational efficiency and service delivery.
- Serve as de facto IT lead for day-to-day operations, managing priorities, systems, and service delivery across the departments.
- Drive digital transformation initiatives by leveraging Microsoft 365 and automation to modernize legacy processes.
- Bridge the gap between technical systems and business needs by translating requirements into practical, scalable solutions.
INFORMATION TECHNOLOGY SPECIALIST at Onslow County (2022-08 – 2025-01)
Facilitated best user experience through continuous support and communication of system changes.
- Facilitated best user experience through continuous support and communication of system changes.
- Collaborated with end-users to determine software requirements, mapped business processes, and adjusted enterprise application configurations accordingly.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Set up network profiles, security permissions and file sharing systems.
- Assisted with updating technical support, best practices for use by team.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Configured hardware, devices, and software to set up workstations for employees.
- Administered VOIP phone system, addressing technical issues and troubleshooting as needed.
- Provided training and support for users, creating instructional materials and offering guidance on system utilization.
TECHNOLOGY SUPPORT SPECIALIST at Onslow County (2018-11 – 2022-08)
Provided troubleshooting and technical support for both hardware and software issues, minimizing downtime and ensuring smooth system operations.
- Provided troubleshooting and technical support for both hardware and software issues, minimizing downtime and ensuring smooth system operations.
- Configured and deployed new hardware for end-users, including desktops, laptops, printers, and peripheral devices.
- Managed the installation of software updates and upgrades, ensuring compatibility with existing systems.
- Developed user-friendly documentation for troubleshooting, system use, and application maintenance.
- Conducted training sessions to empower staff with the knowledge to utilize and troubleshoot basic technology needs independently.
- Configured hardware and granted system permissions to new employees.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
TRAINING AND TECHNOLOGY COORDINATOR at Union County (2017-03 – 2018-09)
Administered and maintained network infrastructure, including local area networks (LANs) and wide area networks (WANs).
- Administered and maintained network infrastructure, including local area networks (LANs) and wide area networks (WANs).
- Managed and monitored server operations, troubleshooting connectivity and performance issues.
- Assisted with the implementation and configuration of network security protocols and firewalls to protect sensitive data.
- Created training materials for new applications and software.
- Installed new hardware and oversaw maintenance of existing hardware to provide support for users.
- Managed purchasing administered budgets and coordinated documentation.
- Selected, purchased and maintained instructional technology materials and equipment.
- Provided ongoing staff training on new innovations to integrate innovations into instruction and administration.
- Organized equipment donations of desktops, laptops and printers.
- Coordinated inventory supplies and equipment to maximize team productivity.
- Oversaw logistical requirements for the State required Statistical Report.
TRAINING AND TECHNOLOGY SPECIALIST at Union County (2007-05 – 2017-03)
Logged updates on support tickets to communicate status to users and managers.
- Logged updates on support tickets to communicate status to users and managers.
- Coordinated inventory supplies and equipment to maximize team productivity.
- Collected and analyzed statistics on program data and usage.
- Notified supervisors when major equipment repairs were needed.
- Educated library patrons about policies for checking out materials and using resources.
- Resolved patrons' complaints tactfully and professionally while dealing with technology.
- Created training material for staff and the public.
