Mckenzie Ritter

Responsible for daily operational support, including resolving software-related support tickets, monitoring quality control (QC) checks, and ensuring the reliability and performance of critical applications. Coordinate software upgrades, distribute organization-wide communications, collaborate with vendors, and perform additional operational responsibilities as needed. Serve as both a primary and secondary subject matter expert (SME) for multiple enterprise applications, providing technical guidance, troubleshooting, and user support. Participate in an on-call rotation to ensure timely response and resolution of system issues.

Collaborate with cross-functional IT teams to diagnose and resolve complex application and system problems, improve functionality, and analyze application performance to identify opportunities for optimization and enhancement.

Lead strategic technology initiatives, including the organization's Windows 11 migration project, hardware refresh efforts, and the development and maintenance of deployment task sequences. Contributed to several high-impact projects, including technology support for the NFL Combine, the Synapse system upgrade, and the implementation and deployment of new software solutions across the organization. Through these efforts, helped improve system reliability, streamline deployment processes, and support organizational technology goals.

Daily responsibilities included imaging and deploying HP laptops and desktop computers for hot-swappable inventory, configuring and updating BIOS settings, and resolving support tickets submitted through ServiceNow for all Community locations, including 11 major hospitals. Managed IT assets in the field through ServiceNow, installed and configured technology equipment for various Community Health programs, and performed routine maintenance and troubleshooting of deployed systems. Additionally, refreshed aging workstations by migrating user data and settings to new devices, minimizing downtime and ensuring business continuity.

Other duties included setting up new clinics and departments with complete IT equipment installations, performing Active Directory administration tasks, relocating and redeploying equipment as needed, decommissioning and documenting the destruction of retired hard drives, and delivering technology assets procured through established purchasing processes.

Key projects included the deployment of technology infrastructure for new clinic openings, a fleet-wide refresh of multifunction copiers and printers in partnership with Sharp, the rollout of encrypted credit card readers, and the deployment of more than 1,000 Thin Clients across the organization. These initiatives required coordination with vendors, project planning, equipment staging, configuration, deployment, and post-installation support.

Daily responsibilities included troubleshooting and resolving technology support tickets across multiple locations, managing IT assets through IncidentIQ, and performing hardware repairs on HP and Dell computers as well as Apple iPads. Installed, configured, and maintained computer hardware and software for staff and students, ensuring reliable access to technology resources. Provided technical support for meetings and conferences by assisting with the setup and operation of audio-visual equipment, and delivered technology training and guidance to students and faculty as needed.

Additional responsibilities included imaging, deploying, reimaging, and updating HP, Dell, and Apple devices, including BIOS updates and system maintenance. Conducted onboarding and technology orientation sessions for new facilities prior to the start of the school year, helping ensure a smooth transition and operational readiness.

Key projects included a wireless access point (WAP) refresh across all locations, a large-scale laptop refresh project involving the migration from Apple MacBooks to Dell laptops with complete user data backups and transfers, installation and termination of Ethernet cabling using T568B standards, and the replacement of SMART interactive displays and connected computer systems throughout the organization.

Daily responsibilities included resetting, configuring, and enrolling iPads into the organization's enterprise environment for new users, as well as managing Chromebook and iPad assets to maintain accurate inventory records. Processed and deployed new iPads by configuring devices, enrolling them into the Mobile Device Management (MDM) platform, and ensuring compliance with organizational standards. Performed hardware repairs and troubleshooting on Chromebooks and iPads, and installed and terminated Ethernet cabling using T568B standards with RJ45 connectors.

Key projects included diagnosing and repairing desktop computers for redeployment, updating firmware and BIOS settings on SMART displays and related technology equipment, and assisting in the training and development of new staff by providing guidance on technology systems, procedures, and best practices required to perform their daily responsibilities effectively.