At City of Bellingham, I support about 1,200 employees across Microsoft 365, Windows, and City business systems. Since mid-2024, I’ve resolved more than 1,700 tickets and currently work in an ongoing Technical Support Specialist assignment across the tier-1 and tier-2 queues.
I document and route requests in InvGate, following ITIL-aligned processes, and author KCS knowledge base articles to support faster resolution and user self-service. I also administer user accounts and access across Active Directory, Microsoft Entra ID, and Duo.
Before moving into the Service Desk Technician role, I supported residents using City parking services, repaired meters and card readers, and served as a functional specialist for the parking billing system. I also led the evaluation and selection of a new SaaS permit-management platform and supported its rollout across City systems.
