Vivia Faelora
Oakland,CA
Summary
IT System Specialist with extensive experience in technical support and project management. Proficient in managing educational technology systems, leading IT projects, and ensuring data security, while collaborating with educators to enhance learning environments through effective technology integration.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT System Specialist
Yu Ming Charter School
Oakland, United States
06.2024 - Current
- Owned and guided resolution of Google Workspace and Clever related issues.
- Troubleshoot and resolve common hardware and software issues.
- Provide frontline technical support to end-users.
- Ensure data security of educational applications and compliance with regulations.
- Manage software licenses and ensure compliance.
- Collaborate with educators on integrating technology into the curriculum.
- Perform routine functionality testing and user support for core educational platforms to ensure they are ready for classroom use.
- Ensured operational readiness of front-of-classroom hardware, including interactive TVs, projectors, Apple TVs, document cameras, and printers for effective classroom use.
- Coordinated IT initiatives to enhance accessibility and functionality of educational technology resources in schools.
- Assisted with employee onboarding and offboarding processes.
- Work with all levels of employees to ensure satisfaction throughout the organization.
- Use software such as Google Workspace, Clever, Zoom, Slack, testing applications (NWEA MAP Growth, etc.), Google Admin Console, Cisco Meraki, Mosyle, Deledao, Linux, AssetTiger, IncidentIQ, MacOS, Windows 11.
Help Desk Team Lead of Dedham Public Schools
Town of Dedham
Dedham, United States
09.2019 - 04.2024
- Google Workspace and Active Directory/LDAP access manager with shared responsibility for creating, managing, and organizing new employee and student accounts and organization email groups.
- Led and supported data integration and automation projects, enhancing district operations.
- Assist in rostering and SSO access projects for the district's various software subscriptions.
- Supported staff district-wide using the Freshservice ticketing system.
- Provided support and leadership to Help Desk team, ensuring smooth day-to-day operations.
- Provide direct support for the district's Early Childhood Education Center.
- Manage and lead projects throughout the year, with special emphasis on summertime projects.
- Contributed to district's Cybersecurity team by developing and implementing cybersecurity goals and initiatives.
- Extensive experience with troubleshooting ChromeOS and Windows based devices, with some experience in providing support to MacOS and iOS devices enrolled through JAMF.
- Assist with synchronization and distribution of campaigns through KnowBe4.
- Assist in the deployment, troubleshooting, and administration of a fleet of Chromebooks, totaling over 3,000 Chromebook devices.
- Extensive experience in administering and troubleshooting Zoom.
Help Desk
Town of Dedham
Dedham, United States
09.2018 - 09.2019
- Provided direct support to district staff, focusing on two elementary schools and Early Childhood Education Center to resolve technical issues.
- Managed AD accounts, directories, and sites to streamline user access.
- G Suite access manager responsible for creating, managing, and organizing new employee accounts and organization email groups. Ensures accounts are disabled during off-boarding.
- Oversaw access management for non-automated K-12 educational software accounts, ensuring secure and efficient user authorization.
- Collaborated with hiring managers to evaluate candidates during the interview process.
- Manage and lead a team of part-time workers and co-op student during the summer, leading them through summertime projects.
IT Help Desk Technician I
Soka University of America
Aliso Viejo, United States
09.2015 - 05.2018
- Delivered 1st level support and customer service to Soka University's students, staff, and faculty, enhancing user experience.
- Facilitated onboarding and training of new student employees to ensure readiness and integration into the team.
- Troubleshoot and repair desktops, laptops, printers, and various other classroom technologies, including Windows devices and MacOS devices.
- Create and deploy virtual desktop systems with VMware and Unidesk software.
- Remotely work with faculty via software such as Teamviewer, alongside face-to-face and phone assistance.
- Leveraged ticket management system (ManageEngine) and knowledge base to troubleshoot issues, track repair progress, coordinate with team members, and ensure timely follow-up with customers.
- Update knowledge base regularly.
- Escalate tickets to the appropriate teams when needed.
Education
Master of Science - MS - IT Management
Western Governors University
01-2019
Bachelor of Arts - BA - Liberal Arts, Humanities Concentration, Asian Studies
Soka University of America
01-2018
Certificate - Asian Studies
Kansai Gaidai University
01-2017
Certificate - Japanese Language
Kanazawa Eurocentre
01-2017
Skills
- IT Project Management
- Agile Project Management
- Technical Support
- Risk management
- Google Workspace
- Team leadership
- Effective communication
Certification
- Google Workspace with Gemini
- Generative AI Overview for Project Managers
- Google IT Support Certificate
- Claude Code: Software Engineering with Generative AI Agents
Awards
- Photography Contest Winner, Pacific Basin Research Center, 06/16
- Essay Contest Winner, Pacific Basin Research, 06/16
- Essay Contest Winner, Pacific Basin Research Center, 10/16
- Scholarship Recipient, Grow with Google Challenge, 06/18
- Value Award: Perseverance
Languages
- English, Native or Bilingual
- Japanese, Limited Working
Timeline
IT System Specialist
Yu Ming Charter School
06.2024 - Current
Help Desk Team Lead of Dedham Public Schools
Town of Dedham
09.2019 - 04.2024
Help Desk
Town of Dedham
09.2018 - 09.2019
IT Help Desk Technician I
Soka University of America
09.2015 - 05.2018
Master of Science - MS - IT Management
Western Governors University
Bachelor of Arts - BA - Liberal Arts, Humanities Concentration, Asian Studies
Soka University of America
Certificate - Asian Studies
Kansai Gaidai University
Certificate - Japanese Language
Kanazawa Eurocentre