KRISTI CHA
Portland,OR
Summary
Dynamic Senior Service Desk Technician at Ethos Veterinary Health, with 15 years of customer service experience and established expertise in supporting Active Directory environments and providing technical mentorship. Spearheaded workflow improvements, enhancing service efficiency and documentation accuracy, while resolving complex technical issues across multiple domains. Committed to driving change and elevating support standards.
Overview
4
4
years of professional experience
Work History
Senior Service Desk Technician
Ethos Veterinary Health
03.2024 - Current
- Provided technical support for 160+ specialty and emergency veterinary hospitals, handling endpoint troubleshooting, printer management, hardware replacement coordination with vendor, and surface-level network troubleshooting across multiple domains.
- Led and mentored Service Desk technicians, including onboarding and ongoing coaching, training the team through change management initiatives.
- User lifecycle management in Active Directory, including onboarding, access changes, and deprovisioning for over 2,000 users.
- Owned Service Desk workflow management, serving as the primary escalation point for unresolved issues, auditing escalation tickets for protocol compliance, and coordinating handoffs to higher-level teams to ensure efficient resolution.
- Administered and audited the ServiceNow knowledge base, ensuring accuracy, relevance, and continuous improvement of documentation to support technician effectiveness, and reduce repeat incidents.
Service Desk II Technician
Ethos Veterinary Health
09.2022 - 03.2024
- Provided frontline technical support through ServiceNow, resolving hardware, software, and access-related incidents within established SLAs.
- Diagnosed and resolved endpoint hardware issues, including laptops, peripherals, printers, and basic connectivity problems.
- Performed device provisioning, replacements, and break/fix support, ensuring minimal downtime for end users across multiple locations and domains.
- Escalated complex issues to higher-level teams, with clear documentation and troubleshooting steps.
Data Center Technician
UST
Hillsboro, OR
03.2022 - 09.2022
- Assembled and deployed servers by installing internal components and mounting systems into racks within a data center environment.
- Monitored and maintained server performance to ensure reliability, availability, and optimal operation.
- Resolved client support tickets using Jira and OneCloud, documenting work performed, and tracking equipment status and service history.
- Supported data center upgrades, and the rollout of new technologies, assisting with hardware refreshes, and infrastructure improvements.
Education
A.A. - Natural Science
Los Angeles Valley College
Los Angeles, CASkills
- Active Directory management
- Hardware troubleshooting
- Technical documentation
- Escalation management
- Change management
- Mentorship and training
Tools & Technologies
ServiceNow, Active Directory, Microsoft 365, JAMF, Kaseya, Meraki, VeloCloud, BeyondTrust, Bitwarden, VPN, Five9, Jira, OneCloud, CXOne, TeamViewer
Timeline
Senior Service Desk Technician
Ethos Veterinary Health
03.2024 - Current
Service Desk II Technician
Ethos Veterinary Health
09.2022 - 03.2024
Data Center Technician
UST
03.2022 - 09.2022
A.A. - Natural Science
Los Angeles Valley College