HI THERE I’m Jessica Richey
- IT Support Engineer

  • 10+ Years of Experience
  • 17 Professional Continuing Education Certifications

About Me

✨ Making a difference in people’s lives, I am a focused IT Support professional who is passionate about ensuring technology boosts productivity for over 10 years.

💪🏼 I thrive in supporting daily IT operations, overseeing projects with smooth goal transitions, brainstorming & testing new technology, and educating users on best practices.

🌟 Frequently commended for my technical, analytical, and problem-solving skills, as well as being punctual, dependable, reliable, adaptable, hard-working, friendly, patient, empathetic, and collaborative.

Connect on LinkedIn

Core Professional Skills

  • IT Support & Troubleshooting
  • Unified Endpoint Management (JAMF, JumpCloud, SimpleMDM, Manage Engine, Baramundi, Barracuda)
  • HelpDesk Support (Zendesk, FreshService, JIRA, Confluence)
  • Asset Inventory Management
  • SSO Management (Okta, BetterCloud, OneLogin)
  • Infrastructure purchases, upgrades, recyclables, repairs
  • Active Directory, Cloud & GPO Management
  • A/V Conferencing Systems (Google Meet, Microsoft Teams, Zoom)
  • Automation & Scripting (Windows PowerShell)
  • Basic Networking (Subnets, VLANs)
  • Excellent Customer Service & Communication
  • Mental Health First Aid Certified
  • American Red Cross CPR/AED Certified
  • Life-Long Learner
  • Growth Mindset
  • Adaptable
  • Empathetic
  • Collaborative

Recent Work Experience

10/2023 - Present

Dataminr

Senior Information Technology Support Engineer

Leading real-time AI platform for Real-time Information and Event Discovery from within publicly available data.

  • Provide both remote and on-site IT support, document incidents and resolutions, ensure uninterrupted access to software, operating systems, and hardware
  • Optimize technical documentation tailored to end-users and IT colleagues
  • Troubleshoot desktop and laptop systems, proficient in MacOS and Windows, and other hardware and software issues, offering swift and effective solutions
  • Deploy workstations and laptops for both new and existing team members
  • Facilitate IT training sessions for new hires, focusing on building success to ensure a seamless onboarding process
  • Oversee hardware inventory and communicate procurement requirements, guaranteeing effective inventory management, shipping, and receiving
02/2022 - 10/2022

Harry's

IT Support Engineer

Simple, high-quality personal grooming products that feel good to use, at a fair price.

  • Manage helpdesk queue for technical support requests (US and UK) streamlining incident resolution processes, ensuring seamless operations and resolving technical issues promptly via in-person, in office, remote and offsite, with 100% positive KPI
  • Manage Active Directory, including OUs, permissions, and Group Policy Objects (GPO) using Windows PowerShell
  • Manage IT systems onboarding/offboarding processes to ensure smooth transitions for employees
  • Support A/V conferencing systems, including MS Teams and Zoom, facilitating remote and in-office communication
  • Integrate TOPS PRO, a pallet organization software tool, and Employee Experience Tool (9to5) with Google, Zoom, Slack
  • Maintain and configure all company hardware inventory including Macs, PCs, Printers, Zoom Conference Room A/V Equipment via computer imaging, software deployment, and hardware support, upgrades, and repairs
  • General knowledge of Networking Knowledge including DHCP, DNS, VPN, and typical network topologies
  • Organize & Create Knowledge Base by leading user training sessions, preparing and updating all documentation, and providing clear step by step technical instruction guides
  • Maintain IT equipment inventory, avoiding surplus and anticipating future needs