Subject Matter Expert (SME) / Tier II Escalations

Sunrun, Remote, August 2026–Current

Served as primary escalation point for complex IT incidents requiring advanced troubleshooting and privileged administrative access. Provided technical leadership and guidance to support team members, assisting with incident resolution and knowledge sharing.

Corporate IT Desktop Support Representative

Sunrun, Remote, April 2025–August 2026

Provided professional internal IT support for approximately 20,000 onsite and remote end users across a wide variety of endpoints. Performed troubleshooting and diagnosing of computers, peripherals, servers, and networks. Performed request fulfillment for user access and off-boarding. Frequently led in highest volume of user support calls per day as well as shortest amount of wrap up times reflecting efficiency and technical troubleshooting abilities. Maintained service level agreement to achieve first contact resolutions and worked with escalations to resolve more complex issues.

Corporate IT Desktop Support I

Glacier Bancorp, Missoula, MT, July 2024–April 2025

Provided professional internal IT support for around 5,000 financial end users and end points. Performed troubleshooting and diagnosing of computers, peripherals, servers, and networks. Frequently lead team in highest volume of user support calls per day reflecting efficiency and techni~cal troubleshooting abilities. Worked with escalations to resolve more complex issues.

Onsite IT Support

First Interstate Bank, Lake Oswego, OR, June 2018–July 2019

Installation, configuration, and diagnostics for financial end user desktops and other peripherals. Troubleshooting and ensuring proper functions of systems, applications, and networks. Acted as the first point of escalations for incidents.

IT Support

First Due Environmental Corp, Midland, TX, March 2021–July 2021

Provided technical assistance and troubleshooting to establish smooth operation of hardware, applications, and networks. Created documentation for company procedures.