Summary
Overview
Work History
Education
Skills
Timeline
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Janèe Wright-Jasper

New York,NY

Summary

Dynamic IT professional with a proven track record at Chainalysis, adept in strategic problem-solving and enhancing operational efficiency. Excelled in customer relations and IT training, significantly improving user satisfaction. Skilled in SaaS management and security, demonstrating adaptability and a proactive approach to learning and development.

Overview

11
11
years of professional experience

Work History

Operation Analyst

Chainalysis
New York, NY
10.2022 - Current
  • Displayed capability to manage standalone projects independently.
  • Skilled in handling various SaaS applications.
  • Streamlined operations by addressing key enhancement targets.
  • Developed and managed detailed records of team procedures.
  • Documented findings, crafted detailed reports, and delivered actionable recommendations.
  • Created new methods to increase overall effectiveness of operations.
  • Worked alongside management and staff ensuring smooth integration of modifications.
  • Facilitated detailed training sessions to streamline the transition to new systems and procedures.
  • Monitored implementation of new processes to ensure effectiveness.
  • Ensured strict compliance with regulatory standards and requirements
  • Managed end-of-life inventory to minimize losses and maximize returns.
  • Ensured compliance with established security protocols when handling sensitive data.
  • Maintained AV inventory and supplies and facilitated orders for new equipment.
  • Coordinated with vendors to procure new audio-visual hardware or software when required.

Senior, IT Support & Lifecycle Management Systems Technician

BETTER MORTGAGE, BETTER.COM
New York, NY
10.2020 - Current
  • Provide Ser-2/3 support and perform other activities based on SOPs & predicated SLA’s
  • Lead Ser 1 IT Support team through deployments, technical escalations, procedures and project tasks
  • Responsible for company employees hardware/user profile accounts lifecycle: Onboarding, Offboarding, & Leave of Absence
  • Responsible for company IT orientation: Facilitate IT Orientation remotely & in-office in logging in to all platforms & assets
  • Responsible for company access control: Creating, Deleting, Provisioning, & De-Provisioning of all platforms and access
  • Company Admin on: Okta, BetterCloud, Slack, Zoom, SCCM, Intune, Jamf, Active Directory, CDW Vendor, & Amazon
  • Mobile device management (MDM) & provisioning of company assets (Windows, Macs, iPhones, iPads) via Jamf & Intune
  • Manage, image, swap & deploy/retrieve assets of end-users during onboarding, off boarding, & or equipment swaps
  • Manage global asset lifecycle & use Oomnitza to audit/maintain our inventory accuracy
  • Responsible for asset management/procurement of office technology supplies by placing orders with CDW Vendor
  • Work with Networking, Infrastructure, SaaS, Security, & Executive IT on IT Department scoped projects in Jira Sprints
  • Configure Laptop Assets, Profiles, VPN for all Remote Employees & ship equipment to their homes
  • Ensure all Zoom Conference Rooms, Office Printers are fully functional & document technical issues
  • Perform daily software checks on all office devices to ensure security/privacy standard policies are upheld on all devices
  • Manage Microsoft Windows servers & VM Environment by way of Citrix & AWS
  • Manage Active Directory/Jamf domain services, group policy object, and user profile management
  • Create documentation in Confluence for frequently asked questions and for internal procedures
  • Engage with IT leadership to ensure our Mac/Windows/AD environments are aligned with security objective/standards

Senior, IT Support

Chainalysis
New York, NY
03.2022 - 10.2022
  • Streamlined operations to enhance customer satisfaction.
  • Maintained robust office efficiency practices.
  • Ensured optimal functionality of technical systems during on-site company events.
  • Boosted technology-based productivity by effectively solving various IT problems.
  • Instituted detailed safeguarding protocols based on recommendations from the security team.
  • Developed systems to process support requests more efficiently.
  • Played a key role in crafting and optimizing customer-oriented policies.
  • Developed significant connections, achieving exceptional outcomes.
  • Demonstrated expertise navigating and utilizing cloud computing technologies.
  • Expert in resolving Mac OS and Mac hardware problems.
  • Competence in basic network troubleshooting
  • Ensured smooth operation by efficiently troubleshooting technical challenges in AV setups.
  • Adept at utilizing advanced tools for video conferencing and remote communication.
  • Demonstrated a continually positive and optimistic mindset.
  • Demonstrated strong collaboration skills in team-oriented projects.
  • Ensured all corporate IT assets were inventoried accurately in order to maintain an up-to-date asset database.
  • Developed user accounts and assigned privileges on the local area network as well as remote access systems.
  • Assisted with the development of policies and procedures related to information technology operations.
  • Provided remote troubleshooting and support for software and hardware problems.

Senior Associate, Corporate Technology

WEWORK LLC
New York, NY
10.2018 - 10.2020
  • Provided Tier-2 support for 12,000+ worldwide end-users & served as an escalation point for Tier-1 Support Associates
  • Senior to 6 technicians where our responsibility was to provide technical support for Eastern US, Canada & Israel employees
  • Provided Ser-2 service desk services as an on-site technician for Windows, Mac & Chromebook computers
  • Led weekly IT orientation for 120+ new hire employees by assisting them in logging in to their computer/ various platforms
  • Supported Executives through on-site/on-call support for any & all IT/Security related issues
  • Enterprise Admin of: BetterCloud, G-Suite, Zoom, Slack, Office365, Virtru, DUO (2-factor Auth), Adobe, & other platforms
  • Created & or updated any and all process related documentation in our Confluence Knowledge base for users and technicians
  • Responsible for testing, maintenance, and deployment of all Windows/Mac desktop builds
  • Management of Carbon Black Security (endpoint protection for Windows/Macs)
  • Utilized remote desktop tools/VOIP Phone to provide assistance to users as a means to diagnose and troubleshoot problems
  • Managed end-user accounts in AD/Okta pertaining to: Onboarding & Offboarding (provisioning & De-Provisioning access)
  • Used Active Directory to manage user access/to: network drives, & local standard/admin rights on issued hardware
  • Setup/maintained AV comms/meetings equipment: Projectors, Tv’s, Cisco network displays, VOIP phones/ Speakers
  • Performed hardware upgrades on Windows/Mac systems of their HDD, SSD, & RAM to higher capacities
  • Performed software updates/OS upgrades on Windows/Mac systems to ensure compatibility with software's used internally
  • Added laptops on Company Domain, & setup employee user profiles on laptops with guidance of on-site Level 2 technician
  • Provisioned and deployed Company Windows laptops using Macrium and provided them to intended company end-user
  • Setup diagnostics depending on the reported issues & applied hardware / software solutions
  • Installed new software and performed software upgrades and repairs on Windows/ Mac systems
  • Installed VPN & Firewall services to ensure security compliance
  • Implemented Symantec Endpoint Protection Antivirus solutions
  • Escalated non-level 2 issues to Level 3 & Level 4 technicians
  • Troubleshot Network/Connectivity issues, Routers/Network Printers & various network equipment

Genius — In-Store

APPLE INC.
New York, NY
04.2014 - 10.2018
  • Apple Certified Mac OS X & iOS software/hardware Technician technician
  • Troubleshoot, diagnose, and repair all Apple products which consists of performing diagnostics to find underlying software, hardware, or environmental issues and then executing the necessary repair
  • Utilize Repair Central (Apple’s ticketing system similar to ZenDesk or Jira) to Create, audit & maintain all repair types
  • 'Repair Central' serves as Apple’s way of logging historical user issues, & other miscellaneous requests (much like ZenDesk or Jira)
  • Mobile device management (MDM) & provisioning of company demo assets (Macs, iPhones, iPads) via Jamf software
  • This would involve quarterly imaging/provisioning of 50+ new demo devices through Apple netBoot (like SCCM) & Jamf
  • Managing of Apple Accounts via Apple’s Cloud Account Manager software (similar to Microsoft’s Active Directory) which was used to provision accounts, grant/revoke access, and also used to reset user passwords
  • Assist users in accessing and utilizing iCloud.com (Apple’s proprietary SSO platform) for users to access their Apple Cloud Apps, their personal Cloud Media, & their personal Backups (similar to Okta SSO)
  • Create, audit, and maintain 'How To' & 'Troubleshooting Documentation' via Apple’s GSX knowledge base (similar to Jira’s Confluence)
  • This is top priority in upkeep to address common practices / on-going issues
  • Perform network troubleshooting (Apple routers/3rd party), Wi-Fi Printers, & Windows computers with iTunes/iCloud issues

Education

A.A - Liberal Arts

Kingsborough Community College

Skills

  • Adaptable Learner
  • Proactive Skill Developer
  • Customer Relations Expert
  • Conflict Management
  • IT Trainer
  • Content Facilitator
  • Clarity in Technical Communication
  • Articulate Effective Solutions
  • Team Development
  • Thrive in Uncertain Environments
  • Maintain Accuracy in Time-Sensitive Tasks
  • Strategic Problem Solver
  • Project Management
  • Windows
  • MacOS/iOS
  • Skilled in ChromeOS Navigation
  • Ticketing System(s)
  • Single Sign-On Management
  • SaaS Management
  • CloudStrike
  • End-Point Data Encryption
  • Backup Services
  • Google Workspace
  • Microsoft Suite
  • Zoom/Webex
  • Office 365 Administration Skills
  • OKTA and Duo Integration Expertise
  • WireGuard VPN / TailScale VPN
  • Adobe
  • MDM
  • Jamf
  • Remote Desktop
  • MFA
  • Jira
  • Workflow optimization
  • Operational efficiency

Timeline

Operation Analyst

Chainalysis
10.2022 - Current

Senior, IT Support

Chainalysis
03.2022 - 10.2022

Senior, IT Support & Lifecycle Management Systems Technician

BETTER MORTGAGE, BETTER.COM
10.2020 - Current

Senior Associate, Corporate Technology

WEWORK LLC
10.2018 - 10.2020

Genius — In-Store

APPLE INC.
04.2014 - 10.2018

A.A - Liberal Arts

Kingsborough Community College

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Janèe Wright-Jasper