Emily Mogeni
IT Support Specialist
Eagan,MN
Summary
I have a Bachelor's degree in IT and over 11 years of work experience working in various roles as IT Support Specialist, Technical support Engineer, systems admin and implementation with a proven track record of excellence, Proficient in promptly resolving software and hardware related issues, overseeing network infrastructure, and delivering top-notch customer support to end users.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Medable Inc.
08.2021 - 01.2024
- Spearheaded the implementation and customization of internal IT systems at Medable Inc, resulting in increased operational efficiency and cost savings within a 90% Mac environment
- Conducted comprehensive technology assessments and provided strategic recommendations to IT leadership to enhance IT capabilities and align with business objectives
- Built, implemented, and rolled out JAMF MDM that managed and improved device security and monitoring
- Integrated Okta SSO for easy access to internal tools
- Maintained a firm inventory of all IT assets (software and hardware) and handled Azure cloud Administration for Windows devices, Office 365 administration, Google Workspace administration, and Microsoft Intune for Windows device enrollment
- SharePoint admin: Managed SharePoint sites, user access and permissions. Configured and Maintained sharepoint servers. Troubleshooted issues.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
- Managed backup and recovery of data assets to safeguard system availability.
- Enhanced IT system stability by implementing proactive maintenance routines and monitoring tools.
- Developed custom scripts to automate repetitive tasks, increasing efficiency in daily operations.
- Coordinated vendor relations for software licensing agreements and hardware purchases, securing cost-effective solutions for the organization.
- Assisted in development of system security protocols.
IT Support Engineer
Thomson Reuters
02.2019 - 08.2021
- Provided onsite and remote technical support for hardware and software issues to end users via phone or walkup
- Collaborated with teams to manage IT systems effectively
- Conducted training sessions for employees to enhance their technical skills and maximize utilization of IT resources
- Supported Active Directory, device enrollment, and user account management
- Managed JAMF MDM through device enrollment and issue resolution using ServiceNow ticketing system
- Worked with VMware and Virtualization and cloud services (Azure, GCP and AWS)
- On-Premises AD User, computers, and group administration
- SCCM administration
- Windows autopilot enrollment in Intune and Azure.
Network administrator
FORCE America
02.2017 - 12.2018
- Orchestrated optimization and management of network infrastructure at FORCE America in Burnsville, MN to ensure seamless connectivity for diverse users
- Conducted regular analysis and updates of network issues to enhance availability and performance
- Implemented network security enhancements to mitigate data breaches and vulnerabilities
- Enhanced network security through installation, monitoring, and maintenance of firewalls and antivirus software.
- Authored documentation for system configuration and troubleshooting.
- Identified and resolved network congestion issues and bottlenecks.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
Technical Support Analyst
Medtronic Inc.
01.2014 - 12.2016
- Successfully resolved 80% of end-user technical issues within SLA guidelines
- Collaborated with diverse teams to identify and address recurring technical issues, implementing proactive strategies that reduced incident response time by 25%
- Conducted training sessions for new employees on IT systems to streamline onboarding processes and enhance productivity
- Acted as a technical expert, effectively resolving advanced customer complaints with a 95% satisfaction rate
- Provided both onsite and remote support and troubleshooted hardware and software issues for end users.
Global Service Desk Analyst
Thomson Reuters
01.2012 - 03.2013
- Provided technical support to a diverse user base of over 1,000 global customers, effectively resolving IT issues and minimizing downtime through efficient troubleshooting techniques
- Administered user accounts and network share access utilizing Active Directory
- Oversaw corporate asset inventory and promptly resolved outages with service providers
- Successfully addressed and resolved LAN and Wi-Fi network issues to ensure uninterrupted connectivity.
Education
Bachelor of Science - Information Technology
Minnesota School of Business
Richfield, MN05.2014
Skills
- Technical troubleshooting
- Customer service
- Network administration
- Software installation
- Virtualization
- Scripting
- Operating systems (Windows, Mac, Linux)
- Windows Server
- Troubleshooting expertise
- IT security knowledge
Profile
Emily Mogeni, 4408 Cinnamon Ridge Trail, Eagan, UNITED STATES, 55122, 6518008900
Certification
Microsoft Azure Fundamentals AZ-900
Experienced In
- Information Technology (Operations, Monitoring and Software Management)
- Network admin and security
Timeline
IT Support Specialist
Medable Inc.
08.2021 - 01.2024
IT Support Engineer
Thomson Reuters
02.2019 - 08.2021
Network administrator
FORCE America
02.2017 - 12.2018
Technical Support Analyst
Medtronic Inc.
01.2014 - 12.2016
Global Service Desk Analyst
Thomson Reuters
01.2012 - 03.2013
Bachelor of Science - Information Technology
Minnesota School of Business
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