Career History

Experience

From healthcare and banking service desks to enterprise IT operations and leadership-commissioned automation work — a steady progression toward project delivery and business analysis.

Jun 2022 — Present

Service Desk Analyst

Hy Cite Enterprises · Middleton, WI
  • Oversaw the creation and implementation of a new mobile device management platform for Mac devices, standardizing administration and strengthening device governance and lifecycle management across the organization.
  • Led a service desk automation initiative for tickets awaiting requester replies, operating in a business analyst role — gathering input, clarifying needs, and coordinating the affected team's supervisor, director, and developers through delivery.
  • Currently building a fully automated ticket intake, triage, and distribution workflow with leadership stakeholders to modernize service desk operations and reduce operating cost.
  • Support enterprise users across Mac and Windows environments — including executive-level users — resolving Microsoft 365, Exchange, hardware, and account access issues in an SLA-driven setting.
  • Provide IT support for operational areas including the distribution center, maintaining continuity for business-critical systems.
  • Coordinate third-party support for printers, AV equipment, and hardware repairs; designed and deployed a high-performance workstation for marketing initiatives.
Sep 2020 — Apr 2022

Express Manager / Advisor

Bergstrom Chevrolet · Middleton, WI
  • Managed daily express service operations: staff scheduling, training, customer flow, and escalation handling.
  • Served as a primary customer point of contact, balancing service expectations, technician coordination, and timely communication.
Feb 2020 — Aug 2020

Customer Service Advisor

Valvoline · Roseville, MN
  • Consistently ranked among top performers in sales; recognized three times as a district top performer.
Mar 2019 — Mar 2020

Service Desk Contractor

US Bank · Richfield, MN
  • Supported a nationwide printer refresh initiative, coordinating troubleshooting and transition support for onsite technicians and remote users.
  • Provided technical assistance for VP-level users during a computer refresh project.
Aug 2018 — Jan 2019

Service Desk Contractor

Mayo Clinic · Red Wing, MN
  • Supported a workstation modernization effort, replacing outdated systems and assisting with Windows 10 deployment.
  • Delivered daily help desk support for clinical, administrative, and support staff in a high-stakes healthcare environment.

Education & certifications

Degree

B.S. Information & Communication Technologies

University of Wisconsin–Stout · Graduated May 2026

Certification

Certified Scrum Product Owner

CSPO · Completed January 2026

Certification

Microsoft Excel Expert

Completed March 2026

Skills & tools

// Business & Process

Requirements gathering Stakeholder communication Process improvement Workflow automation Cross-functional coordination Excel-based analysis & reporting

// Platforms & Support

macOS & Windows MDM platform administration Imaging & deployment Hardware & printer support Building access systems

// Microsoft Environment

Microsoft 365 Exchange Advanced Excel

// IT Operations

Active Directory Networking fundamentals Vendor coordination Service desk tooling Ticket lifecycle management

Volunteer leadership

2023 — Present

President, Board of Directors — Homeowners Association

Elected HOA president for three consecutive years. Lead board communication, governance, and owner-facing decision-making; manage the relationship with the property management company; partner with the treasurer on budget review; and facilitate board and community meetings. Led a major roof replacement project, coordinating contractors, insurance, and management to deliver the work properly and cost-effectively.