Summary
Overview
Work History
Education
Skills
Timeline
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Jenny Loughney

Ontario,CA

Summary

Dedicated IT Specialist with 3 years of experience providing comprehensive software and hardware support. Proficient in Dynamics CRM, AWS Connect, Azure Entra ID, and adept at diagnosing and resolving software issues while ensuring optimal application performance. Skilled in user support, software installations, and system updates, with a proactive problem-solving approach. Committed to continuous learning and professional development, with a focus on enhancing software functionality and user satisfaction.

Overview

3
3
years of professional experience

Work History

IT SR. L1 Support

Los Angeles County JCOD
09.2023 - Current
  • Partnered with support agents to troubleshoot and resolve software issues related to Dynamics Customer Service Dashboard and AWS Connect, ensuring effective solutions and minimal downtime.
  • Conducted root-cause analysis for issues and incidents, providing recommendations, testing, and applying resolutions.
  • Performed research and developed comprehensive policies and procedures for the county, ensuring compliance and operational efficiency.
  • Conducted compliance assessments for Azure and AWS platforms to ensure alignment with HIPAA regulations, and meticulously documented the findings
  • Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
  • Utilize Microsoft Identity Manager (MIM) and Azure to create and manage security groups.
  • Responsibly addressed and resolved high-priority tasks assigned by supervisors, consistently ensuring completion within the same day or by the next business day.
  • Collaborate with business managers to resolve software issues, enhancing program efficiency.
  • Developed web applications change management process flows using Visio.
  • Engineered and implemented an automation solution using Power Automate to streamline Room conference appointments, resulting in users having more time to focus on other tasks.

IT Specialist 2

Easterseals
06.2022 - 08.2023
  • Trained and coordinated with staff members, effectively assigning and delegating trouble tickets to ensure timely resolution and efficient task management.
  • Utilized in-person interactions, email, Microsoft Teams, and phone calls to establish and maintain cooperative working relationships with co-workers.
  • Led the successful migration of over 200 iPads from AirWatch to Intune, effectively coordinating with the team to ensure a smooth transition.
  • Gained direct knowledge in Active Directory, Microsoft Bookings, Microsoft Teams, Apple Management System, and AirWatch.
  • Served as software administrator for MyEvolv, an electronic health record system with clinical, financial, and operational features for community health centers and agencies.
  • Utilized the Zendesk ticketing system to assist staff with technical issues and employed Splashtop (SOS) for remote device connections to provide efficient troubleshooting.
  • Presented instructional sessions to over 50 therapists on migrating iPads to Intune and backing up data to the cloud, enhancing their technical proficiency and ensuring a smooth transition.

IT Assistant

Topocean
05.2021 - 06.2022
  • Addressed and resolved user queries through phone, email, and the IT ticketing system, ensuring prompt and effective solutions.
  • Installed and configured software and hardware, including new systems and updates, to meet user needs and improve functionality.
  • Configured, tested, and optimized new software and hardware, ensuring compatibility and performance standards were met.
  • Provided technical support and troubleshooting both remotely and in-person, enhancing user experience and satisfaction.
  • Gathered and analyzed project requirements, working collaboratively to define scope, set milestones, and ensure successful project outcomes.
  • Installed and configured operating systems and applications, streamlining user setup and system integration.

Education

Bachelor of Arts - Sociology

California State San Bernardino
San Bernardino, CA
06.2020

Skills

  • Operating Systems: Windows and Mac
  • Cloud Services: AWS CRM, AWS Connect, Azure Entra ID
  • Identity and Access Management: Microsoft Identity Manager (MIM), Microsoft Entra ID, Coreview
  • Security: Multi-Factor Authentication (MFA)(OKTA and Microsoft Authenticator, Trellix, Microsoft Security)
  • Software Support: Microsoft Teams, Apple Management System, Zendesk, Splashtop (SOS), Teamviewer, Power Automate, Microsoft Forms
  • Problem-Solving: Analytical Thinking, Troubleshooting
  • Communication: Technical Documentation or SOPs, User Training and Support
  • Soft Skills/Learning and Adaptability: Outstanding Customer Service Skills, Highly Trainable, Fast learner
  • Language: Bilingual in English and Spanish

Timeline

IT SR. L1 Support

Los Angeles County JCOD
09.2023 - Current

IT Specialist 2

Easterseals
06.2022 - 08.2023

IT Assistant

Topocean
05.2021 - 06.2022

Bachelor of Arts - Sociology

California State San Bernardino

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