Resolve or drive the resolution of web implementation issues from start to finish, ensuring all best practices are applied to the process and end product. Collaborate with Communications and Web Development teams to evaluate opportunities, provide recommendations, and manage relationships with selected vendors and consultants as appropriate. Lead the online training initiative for website content contributors and maintain an online Drupal training knowledge base. Perform QA on web functionality (desktop and mobile) and respond to tickets submitted in the ServiceNow bug tracking system. Setup and configure Google Analytics and SEO metrics for all managed websites. Create and develop custom Drupal modules, as well as work within the Drupal community to provide updates and implementations of contributed modules. Maintain and design department and lab websites on Drupal platform as well as designing style sheets in CSS to help meet the customer’s needs.

Application Support Engineer/Cyber Security Analyst at American Well

June 1, 2015 - August 1, 2016

Deploy and manage all American Well Applications and third-party software in our hosted Windows and Linux environments. Maintain all supporting components such as monitoring, alarming and performance analysis systems. Write automation scripts for all environment applications. Perform system administration tasks on all application platforms in the hosted Application Services Platform (ASP). Create and run SQL queries for multiple tasks on all environments.

Desktop Support Analyst at Cambridge Associates

October 1, 2014 - June 1, 2015

As the face of IT, work to resolve issues and tickets with the highest standard of service and support along with provisioning hardware and software, including cloud-based applications and environments. Troubleshoot and perform actions to quickly determine the appropriate resolution path and actively participate in incident management and issue resolution, including log, track, and document issues. Maintain current expertise and competency of relevant technology products, best practices and methods of support delivery. Manage all components with the company’s Active Directory.

Helpdesk Administrator, Division of Technology Services at Wentworth Institute of Technology

September 1, 2011 - May 1, 2014

Support (in-person walk-up, over the phone, and email) for faculty, staff, and students. Support issues include break-fix; service requests; check-in/out of technology equipment; printer resolution; application access; how-to consulting on software packages, login/access issues, malware removal, mobile device support, etc. Media support for students, faculty, and staff at point-of-need, over the phone, and via email. Follow Technology ticketing, security, and other administrative processes and procedures. Create and update technical documentation. Create and update knowledge base documentation. Improve searching for content through tagging and association.