Jennifer Northern

Served as the onsite IT administrator responsible for establishing an IT department infrastructure for a startup automotive manufacturing facility

Core Accomplishments

• IT Setup: Successfully executed the end-to-end launch of the local IT department and infrastructure for a new startup facility, moving the plant from initial layout to operational stability. Providing machines from 4 employees to over 100, network setup of 2 warehouses, 3 production lines, shipping/receiving, including testing machines for 4 departments; Quality Testing, Research and Developement and Maintenance Team all in 7 months.

Industrial Workspace Devices & Production Maintenance

• Production-Critical Device Support: Deployed, configured, and maintained production-critical hardware including network-connected Zebra industrial printers, and Android-based scanners PCs, Windows endpoints, to increase the flow of production with accuracy and optimizing inventory, maintenance, shipping, receiving from/to BMW.
• Perimeter Surveillance & Outdoor Security Integration: Installed and managed an enterprise-grade IP camera network across all interior production zones and critical exterior perimeters, achieving 99%+ uptime and eliminating blind spots. Set up user accounts and provided training for security team.
• Industrial Environment Agility: Maintained absolute schedule flexibility to work after-hours, weekends, and holidays, managing complex hardware swaps, network drops, and system optimizations during scheduled plant shutdowns.
• Specialized System Layouts: Configured IP networks, static routing, for all machine, robots and Zebra printers
• Physical Infrastructure Management: Comfortable setting up new IDF cabinets with patch panels to expand network including power backups.

IT Delivery Management, Customer Escalations & Agile Projects

• Customer Support & Conflict Resolution: Primary onsite point of contact for all workspace IT topics, successfully managing relationships with all department Heads and employees, resolving high-pressure technical issues to minimize employee downtime by provided technical leadership and mentorship on localized IT standards, guiding plant staff on operational best practices and cross-functional infrastructure initiatives.
• Escalated Problem Management: Managed Tier 2/3 customer escalations for unresolved or singular service requests, by taking initiative to perform root-cause analysis to stabilize production workflows and ensure long-term operational continuity.
• Ticket Management & System Onboarding: Utilized ServiceNow for daily multi-channel incident tracking and managed employee onboarding via SAP IDM Azure, MS 360 administration, while maintaining academic familiarity with Jira and Confluence through independent study of Agile workflows.

Network, Cloud Governance & Device Lifecycles

• Network Modernization: Monitored and configured local network infrastructure including routers, switches, firewalls, and wireless access points to immediately isolate and remediate connectivity drops.
• Switch Interface Security: Programmed Extreme Networks switches for advanced port security and mapped a color-coded cabling matrix to streamline maintenance and reduce network troubleshooting windows.
• Cloud-Integrated Endpoint Governance: Leveraged Microsoft Intune, Azure/Entra ID, and Apple Business Management to enforce zero-touch deployment, automated software patching, device configuration profiles, and 100% IT asset visibility.
• Identity & Data Integrity: Managed user/group accounts, automated directory provisioning, dynamic security groups, and Exchange Server mail routing while enforcing the principle of least privilege for folder access.
• Strategic Vendor & Procurement Management: Managed the end-to-end IT procurement lifecycle by partnering directly with vendors (such as Dell and Cable manufacturers and more) to negotiate pricing, optimize resource allocation, and balance budget planning.
• Asset Management & Organization: Designed and built tracking sheets for every device in the plant while completely overhauling and organizing the main IT closet for fast hardware retrieval.
• Maintained a flexible schedule to rapidly respond to and resolve critical after-hours and weekend network emergencies.

Strategic Overview
Hired to save a failing client contract experiencing major network and setup problems. Successfully fixed the system, stopped all network drops, and saved the contract within 30 days before a corporate layout downsized the division.

Key Achievements

• Contract Turnaround & Retention: Stabilized failing client operations under tight deadlines, resolving all legacy and lingering IT issues to successfully salvage and secure the enterprise contract.
• Network Optimization: Diagnosed and resolved major network vulnerabilities by week two; orchestrated field engineering teams to overhaul patch panels, reducing network connection drops to 0%.
• SLA & Backlog Resolution: Achieved a 100% Service Level Agreement (SLA) compliance rate for all incoming tickets while simultaneously clearing a massive backlog of inherited "problem tickets" with zero prior documentation.
• Tier-2 Technical Support: Provided advanced remote and on-site Tier-2 support via ConnectWise Automate, resolving complex issues across WAN/LAN architectures, firewalls, routers, servers, VoIP systems, and peripherals.
• Identity & Access Management (IAM): Managed end-to-end user lifecycles, orchestrating secure onboarding and offboarding processes utilizing Microsoft Entra ID, Intune, Active Directory, and Exchange.
• Cross-Functional Collaboration: Cross-trained with the Field Services department to align operational capabilities, serving as the lead coordinator for large-scale infrastructure upgrades and physical security decommissioning.
• Secure Remote Connectivity: Deployed and maintained secure remote access solutions, including enterprise VPN configurations, to ensure uninterrupted connectivity for distributed workforces.
• Operational Documentation & Billing: Managed high-volume ticket lifecycles within ConnectWise, ensuring meticulously detailed engineering logs, accurate billable hour capturing, and precise client reporting.

• Executed hardware installations of POS terminals, touchscreens, cash drawers, and peripherals.
• Configured Zebra label printers and programmed handheld barcode scanners for optimal performance.
• Connected all devices to local pharmacy network switches for seamless operation.
• Deployed POS applications and configured device drivers on Windows OS efficiently.
• Conducted testing and validation through test print jobs and mock prescription scans.
• Trained pharmacy staff on basic hardware operations and troubleshooting techniques.
• Documented deployment processes by completing checklists and logging serial numbers in asset tracker.

Demonstrated expertise in deploying POS systems and configuring network peripherals.

Strategic Overview
Promoted within 30 days to the elite technical tier supporting "Interactive Network" (iN), Honda Corporation’s mission-critical, cloud-based dealership software framework nationwide. Managed advanced software integrations, identity and access management (IAM), and high-level incident response across Honda, Acura, Power Equipment, Marine, and Powersports divisions. (Role concluded successfully due to corporate transition from a remote model to mandatory on-site operations in Ohio/California).

Key Achievements:

• Rapid Promotion & Software Specialization: Earned a rapid promotion within one month to support the enterprise cloud platform driving national operations for Honda Corp and its nationwide dealership network.
• Incident Management & Resolution: Orchestrated the resolution of 25+ complex ServiceNow tickets daily, consistently maintaining a 90% First-Call Resolution (FCR) rate.
• Backlog Elimination & Mentorship: Spearheaded a critical operational turnaround that reduced open ticket backlog by 90% (from 200 to 20 tickets) by providing advanced troubleshooting guidance and technical conflict resolution for a 17-member support team.
• Root-Cause Engineering: Investigated systemic vehicle programming failures via proactive, on-site dealership analysis; isolated root causes to enable developers to deploy a nationwide software patch, reducing vehicle programming times by 1 hour.
• Identity & Access Management (IAM): Enforced multi-factor authentication (MFA) security protocols for 800+ national dealership employees, maintaining strict data protection compliance while securing a 95% user satisfaction rating.
• Security & Role-Based Access Control (RBAC): Managed iN system security configurations for 20 new dealerships monthly, establishing precise role-based job codes and permissions to protect operational integrity and prevent data breaches.
• Remote Session Administration: Administered enterprise remote desktop sessions via Bomgar, resolving 30+ critical daily software and Honda Access (HAC) hardware device issues, reducing dealer downtime by 20% while meeting strict SLAs.
• Third-Party Integration Troubleshooting: Diagnosed and resolved complex software conflicts between Reynolds & Reynolds (DMS) and proprietary modules within the Honda Downloads Manager, eliminating 95% of installation failures across 800+ dealerships.
• Secure Enterprise Connectivity: Maintained secure, remote operational workflows utilizing corporate Virtual Desktop Infrastructure (VDI) environments and encrypted VPN tunnels.

Strategic Overview
Delivered enterprise-scale systems administration and technical support for a global user base of 8,000+ clients, specializing in cloud infrastructure, identity management, and network remediation. Consistently recognized for rapid onboarding, maintaining elite operational metrics, and managing high-volume ticket life cycles before a global corporate resource realignment transitioned the project overseas.

Key Achievements

• High-Volume Incident Management: Diagnosed and remediated complex software and network vulnerabilities for 8,000 clients, maintaining a 90% First-Call Resolution (FCR) rate while rapidly mastering proprietary cloud systems within 54 hours of training.
• Performance & Compliance Excellence: Achieved a 100% perfect score on professional evaluations and complex issue resolution metrics, managing an average of 20+ daily tickets with zero SLA or submission delays.
• Enterprise Ticket Administration: Administered the ServiceNow platform, efficiently centralizing, tracking, and prioritizing omni-channel support requests originating from phone, email, Microsoft Teams, and Cisco Jabber.
• Network & Connectivity Remediation: Rectified critical network connectivity failures by reconfiguring network adapters, server pathways, and enterprise VPN configurations to guarantee uninterrupted access to core business systems.
• Centralized Cloud & Identity Management: Administered Microsoft Entra ID (Azure AD) and Intune environments, provisioning user permissions, managing security groups, auditing file/folder access, and maintaining Domain Controllers and Group Policies (GPO).
• Global Collaboration & Exchange Administration: Managed Microsoft Exchange server configurations, granting secure access to global mail distribution groups, SharePoint repositories, Outlook profiles, and Webex collaboration tools.
• Multi-Cloud Environment Support: Supported a diverse, multi-cloud application ecosystem including Amazon Web Services (AWS VDI), Amazon Connect, Google Cloud Platform (GCP), Avaya telephony, and Google Drive.
• Lifecycle Management & Process Improvement: Facilitated end-to-end employee onboarding processes using Azure/Active Directory/Microsoft 360 implementing optimizations that streamlined identity verification and reduced overall provisioning time.

Strategic Overview
Administered global identity management, network infrastructure, and cross-platform Unified Endpoint Management (UEM) for an enterprise environment of 1,300+ employees. Expertly managed the entire hardware and software lifecycle across Windows and Apple ecosystems, earning a performance bonus for driving record-setting resolution rates, elite user satisfaction, and training technicians across domestic call centers.

Key Achievements

• Award-Winning Performance: Earned a corporate performance bonus by remediation of old complex software and network incidents for 1,300 employees; exceeded the team’s First-Contact Resolution (FCR) target of 5.6 to achieve a 5.7 out of 6.0 metric with a perfect 100% user satisfaction rating.
• Cross-Platform Endpoint Management (MDM/UEM): Engineered and deployed configuration profiles, security policies, and software installations across corporate assets via Microsoft Intune and Apple Business Manager.
• Apple & Windows Asset Lifecycle: Managed the full lifecycle enrollment, staging, and provisioning of macOS, iOS, iPadOS, and Windows systems (including MacBook Pros, iPads, iPhones, and desktops); developed user training programs to accelerate employee onboarding.
• Enterprise Identity & Access Management (IAM): Governed user rights, group access policies, directory synchronization, and folder permissions utilizing Active Directory, Microsoft Entra ID (Azure AD), and GPOs.
• Network & Telephony Infrastructure: Deployed and configured network hardware, including Aruba wireless access points and Cisco routers/switches; provisioned VoIP telephony systems and wired port activations to ensure uninterrupted LAN/WAN access.
• Automated Software Distribution: Packaged and deployed enterprise software applications directly to the Microsoft Software Center and Marimba architectures, streamlining self-service installations for field technicians.
• Remote Ecosystem Support: Maintained high-availability remote access and secure authentication workflows for distributed staff using Pulse Secure VPN, DUO Multi-Factor Authentication (MFA), Citrix Director (Profile Management), and DameWare.
• Technical Training & Leadership: Developed standardized technical procedures and best practices, cross-training Help Desk technicians across multiple domestic call centers to optimize national support consistency.
• AV & Telepresence Management: Integrated computing modules into Simon TVs and digital signage arrays; maintained enterprise-grade conferencing telepresence setups to enhance high-traffic corporate environments.

• Recognized for attention to detail and proactive support, returning three times to assist with IT needs.
• Executed the imaging and deployment of 500 Dell laptops, transitioning from HP machines.
• Moved data from laptops to network storage for accessibility.
• Recognized for attention to detail and proactive support, returning three times to assist with IT needs.

• Managed: Set-up new business with Windows/Apple infrastructure on Apple-based computers with Parallels and built-in remote operations as well as PC Anywhere. Exceptional Customer Service - the business grew rapidly.
• Upgraded computer systems with memory, hard drives, software, and device drivers to ensure optimal performance.
• Supervised and trained seven employees to enhance team capabilities.

Executive Entrepreneurial Experience

Founder and Developer| Electric Vehicle Venture | 2009 – 2013

• Historic Industry Milestone: Recognized as the first female entrepreneur in the United States to successfully engineer, manufacture, and secure Department of Transportation (DOT) certification for a highway-legal electric motorcycle.
• Product Development & Engineering Optimization: Designed, built, and optimized a high-performance, programmable electric vehicle capable of reaching speeds up to 80 mph and achieving a 100-mile range per charge, engineered specifically for sustained highway commuting speeds of 65 mph.
• Global Supply Chain & Manufacturing Collaboration: Orchestrated an international vendor network across global manufacturers to custom-design, source, and produce high-performance powertrains, sophisticated battery management systems (BMS), and electronic motor controllers.
• Federal Regulatory Compliance: Partnered directly with federal regulatory agencies in Washington, D.C., to navigate complex compliance frameworks, successfully securing full DOT certification for safe deployment on public highways.
• Severe-Weather Testing & Product Validation: Executed rigorous real-world product testing and operational validation by successfully utilizing the vehicle for daily commuting into Seattle through all-weather environmental conditions.
• Industry Advocacy & Market Education: Setup national electrical vehicle car shows for education purposes within the National Electric Vehicle Association and Seattle Electric Vehicle Association.

Public Policy Advocate / EV Infrastructure Advisor

Electro Force Cycles| Issaquah, WA | 2010-2012

Key Achievements & Legislative Influence:

• Testified before Congress: Invited to speak before the U.S. House of Representatives and Congress to support bills for EV charging layouts, road taxes, and cash perks for buying EVs.

Business Continuity & Retention:

• The manager acknowledged my contributions and my initiative in leading the project to completion and was asked to stay longer then my team.
• Enterprise Hardware Lifecycle Management: Coordinated and executed a comprehensive hardware refresh cycle, deploying new enterprise-grade Dell systems to replace legacy HP workstations for all engineering staff, senior managers, and directors.
• Systems Imaging & Configuration: Remedied vendor delivery errors by independently re-imaging misconfigured Dell assets, ensuring all deployments met strict corporate baseline standards.
• Custom Engineering Provisioning: Provisioned specialized, role-specific software suites tailored to individual engineering workflows, minimizing post-deployment downtime.
• Hardware & OS Optimization: Diagnosed and upgraded physical system components, including hard drives and RAM allocations, while maintaining core stability across Windows environments.
• Technical Software Ecosystem Management: Administered and supported a diverse technical environment, including ArcGIS, Juniper Networks VPN/security, Symantec Management Console, Microsoft Management Console (MMC), MS Office Suite, and various remote desktop tools.

• Rolled out security Duo key fobs for employee account access and provided ongoing desktop support during completion of rollout in Oakland, CA.
• Resolving software problems, delivering effective solutions and documenting the procedure on the Help Desk Ticket system.
• Software supported: windows 7, 8, 10, apple OS, working with all software installations and configurations, installed hard drives, memory.
• Imaged new MAC book pros and iMacs for users. Spent time teaching them how to install software and troubleshooting issues with mac os.
• Maintained all Apple devices in inventory updating as needed before deployement.
• Built new desktop machines and laptops (80% Apple, 20% PC) with an operating system and added software in a lab environment.
• VPN, Ghost, MS Office suite, VPN, Browser based apps. Used RT ticketing system at Big Fish Games.

• Managed setup of new business infrastructure using Windows and Apple systems, integrating Parallels and remote operations to enhance accessibility.
• Configured network infrastructure, enabling reliable business connectivity for seamless operations.
• Installed and configured finance software, streamlining financial operations for improved accuracy.

• Systems Standardization: Standardized 500 Windows and macOS endpoints in two months to unify corporate software baselines.
• OS Deployment: Built and deployed standardized workstation configurations using Symantec Ghost replication software.
• Advanced Troubleshooting: Resolved 7–10 complex network and end-user issues daily via hands-on, in-person engineering.
• Identity & Access: Managed user lifecycles, VPN access, and email provisioning within Active Directory and Exchange Server.
• Remote Infrastructure: Configured satellite office systems using VMware and PC Anywhere to enable remote troubleshooting.
• Server Engineering: Built and provisioned enterprise desktops and bare-metal servers running Windows Server environments.
• Ticket Management: Documented and tracked technical issues within the ticketing system to ensure efficient resolution.