Brittany Fockler

•Managing the IT EUS Helpdesk team of ~10 -Responsible for intradepartmental relationships with procurement, Facilities, A/V support, Executive support teams

At Lumina Networks I've been privileged to help the new start up drive froward by getting in on the ground floor. It's been a great learning experience, being a single IT resource, to help influence such a new company by being an active partner and influence to every department. Since Joining, I've been solely responsible for end user support and have helped grow the company from about ~25 employees to 100+; While also being able to manage and mold the IT department from infancy and help provide efficiency and stability by implementing and managing the following: -Built a company intranet with IT resources such as knowledge base articles and new hire checklist, Company Calendar, Employee Directory -Expanded the intranet by working with and teaching each department how to build and manage their pages -Set IT Equipment Standards -Developed a new hire process that streamlined each department's tasks to provide a smooth on-baording for each new hire in every region, which included Zero touch deployments via Jamf. -Managed our global asset inventory and developed a process for asset tracking. -Help with Company Events and worked closely with our Executive Admin and HR to continually grow our company culture Some of my admin roles include: -G-Suite -Atlassian Crowd, Confluence, JIRA, Stash -FreshDesk -FreshDesk agent/ticket response and handling -Expenisfy -SFTP Server Admin -Jamf -Vendor Relationship Management -Inventory and procurement -BaseCamp -Manage Mac OS, WindowOS, and Ubuntu systems -Network and Security Admin -AWS -Microsoft -Slack -WordPress -RingCentral -FoxPass

-Team Lead for staff and on-site support -EUS lead and responsible for 4 divestitures during Broadcom/Brocade acquisition. -Completed the transition between Brocade and Broadcom until our transition agreement ended.

-Participated in JAMF project from day 1. Did full jumpstart, setup and deployment. -Managed Macs via JAMF -SCCM windows management -Admin to Vending Machine and loaner lockers -Endpoint management and reporting

-SME on Mac and iOS -JAMF/ Casper certified (casper certified technician) and admin -Point of contact for Executive Staff Support for VPs and above with both Mac and windows systems -Created first Mac OS image within the company and maintained it -Support the company in familiarizing them with the Mac platform and test what needs Mac users in the company face before Macs become a company offered device -Responsible for both Windows and Mac imaging for new and existing users -Software management and deployment through SCCM -Department liaison/IT representative and point of contact for major departments within the organization -Responsible for coordinating and holding QBR with each department -Support users at the walk up help desk and in ticketing queue (Footprints and Remedy Force) -Support and redesign the BYOD program -Responsible for forecasting, budgeting, and procurement for IT across all regions -In charge of maintaining all hardware equipment standards globally -Responsible for procurement and maintaining inventory within the US -Responsible for managing vendor relationships with Dell, GST, Apple, and IDS. -Maintained new hire and termination policies. -Presented in high visibility new hire orientations for acquisitions to welcome them to the company and start them on the right foot. That led to owning the IT presentations in new hire orientations for all new hires going forward. -Project management -Contributed to updating and building a new internal knowledge base -Came up with and executed the project of implementing vending machines and loaner lockers to deploy IT equipment which practically eliminated any P2's and enhanced the end user experience.

Earned a promotion from solely supporting mobile devices to support and repairs on all Mac computers. In the Genius role you are not only looked at for support for customers, but become a strong role model and resource for the entire team. It's a unique position in that we repair relationships with Apple device owners in a fast paced, efficient, and ambiguous environment.

Moved from sales into technical support for consumers, including minor repairs on mobile devices such as iPhone, iPad, and iPod.

Sales and customer service

I provided over the phone technical support to Apple product owners on all iOS devices.

I was a community assistant that helped with signing leases, some maintenance, office duties, and community events.

During this semester internship, under the direction of Dr. Landerholm, I was priveleged with the opportunity to be one of the first persons to use the science department's newly acquired fluorescent and confocal microscopes. I became familiar with the microscopes and their software. With the main focus being on software, I was able to write the protocols, step by step, on how to use them so that any new user could accomplish each function the microscopes offered.

I really loved serving! It was fun, a good source of income during school, and was extremely helpful with cultivating my multitasking skills.

I did sales, general up keeping of the store, handled the cash drawer, closing/opening duties, as well as weekly bank drops.