Kendra Taylor

IT Support Engineer (Contract)

Charlie Health

Feb 2025 - Jun 2025 (5 months)

• Delivered weekend IT support and incident triage across Mac and Windows environments. • Managed user access via Okta and Google Workspace, ensuring compliance and security. • Documented high-priority tickets and maintained resolution SLAs across distributed teams. • Provided chat support as part of the weekend IT assistance, effectively addressing user issues through multiple channels, including chat, email, and ticket queues, which enhanced overall user satisfaction and response times.

System Administrator

Life360

Jul 2022 - Feb 2025 (2 years 8 months)

• Sole owner of remote IT operations including onboarding/offboarding, device provisioning, and user lifecycle via Kandji and Okta • Provided ticket queue support to remote globally teams • Reduced IT procurement costs by 20% through vendor negotiation and asset management • Enhanced support documentation and improved ticket resolution times by 30% • Partnered with HR, Engineering, and Security for governance and SOC2 compliance initiatives • Manage and establish IT vendor relationships

L

Senior IT Support Engineer

Latice

Sep 2021 - Jul 2022 (11 months)

• Sole owner of remote IT operations including onboarding/offboarding, device provisioning, and user lifecycle via Kandji and Okta. • Owned the build out of a New York office from an IT standpoint. • Provided Tier 2–3 support in a 100% Mac environment, supporting remote teams across US and UK. • Administered Okta, Google Workspace, Slack, Zoom, Atlassian tools. • Led device provisioning and onboarding workflows, built internal IT documentation and SOPs. • Additionally, I provided email support and chat support, utilizing CRM tools to enhance customer service, ensuring a seamless experience for users throughout my tenure in this role.

IT Service Operations Engineer

Knotel

Apr 2019 - Mar 2020 (1 year)

• Delivered L1–L3 IT support for hybrid Mac and Windows office environments • Improved Wi-Fi performance via Cisco Meraki implementation across multiple sites • Created documentation and delivered user training to improve ticket deflection and internal support • Managed junior team in site remediation of 50+ sites; completed 2 months before deadline

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