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Kimberly Piedrahita
Verified Expert in Engineering
IT Expert and Developer
New York, NY, United States
Toptal member since May 3, 2024
Bio
Kimberly is an IT expert with 10+ years of experience in systems management and troubleshooting on platforms such as Citrix, iManage, NetDocuments, VMware, Microsoft, and Azure. Her skillful handling of a domain migration for 500+ users with hardly any downtime exemplifies her commitment to seamless operations. Kimberly's adaptability has been key in supporting diverse clients, from business and IT services to the US Army, ensuring their robust and reliable IT infrastructures.
Portfolio
TEKsystems
iManage Worksite, HEAT, Ivanti, Microsoft, Citrix, Dropbox, MacOS, Windows, VPN...
Power Consulting Group
SonicWall, Salesforce Sales Cloud, NetDocuments API, Passly, Office 365...
United States Army
Windows, LAN, Helpdesk, Documentation, SINCGARS, SIPRNet, NIPRNet, Networking
Experience
- Windows - 12 years
- VMware - 8 years
- Documentation - 4 years
- Active Directory (AD) - 4 years
- Citrix - 4 years
- Office 365 - 2 years
- Azure - 2 years
- iManage Worksite - 2 years
Preferred Environment
Slack App, Windows, MacOS, Citrix, iManage Worksite, NetDocuments API, VMware, Microsoft, Azure, Autotask
The most amazing...
...project I've worked on involved migrating 500+ users from one domain to another with little to no downtime.
Work Experience
IT Technician
2022 - 2023
TEKsystems
- Assisted over 300 users on-site and remotely in troubleshooting day-to-day technical issues with Microsoft Word, Excel, PowerPoint, Outlook, iManage, Chrome River reports, and Citrix.
- Administered the iManage platform, ensuring proper security policies were in place. Oversaw personnel access and managed documents and folders, ensuring proper upload, folder categorization, and deletion.
- Contributed to documenting procedures for different technologies and apps.
- Worked and logged all technical incidents through ticketing systems such as Heat and ISM.
- Set up and ensured workstations were running properly for all users.
- Set up audio and visual equipment for conference meetings.
- Used Active Directory (AD) to reset passwords and unlock user network accounts.
Technologies: iManage Worksite, HEAT, Ivanti, Microsoft, Citrix, Dropbox, MacOS, Windows, VPN, Emburse Chrome River, Azure Active Directory
Technical Support Specialist | Helpdesk
2020 - 2022
Power Consulting Group
- Managed and trained personnel as helpdesk support while taking over 100 calls daily, troubleshooting with users, and logging tickets into Autotask.
- Opened and closed tickets with the MS support team to better assist users with Outlook issues that were not resolved at a basic level.
- Provided technical support to clients, set up and decommissioned systems and users, created Google Workspace and Microsoft 365 accounts, and added users to the proper organizational units (OU).
- Provided level-1 and level-2 support to users ranging from schools, law firms, and digital marketing companies to pharmaceutical companies.
- Used Active Directory (AD) to reset passwords and unlock user network accounts.
- Used Azure AD Connect (DirSync) to create new user profiles in order to configure accounts from the on-premise Exchange Admin Center and force Active Directory synchronization to Microsoft 365.
- Monitored GMS alerts and escalated them to appropriate resources.
- Supported software such as Dropbox, MobileIron, Addigy, NetDocuments, Passly, and OKTA.
- Created knowledge-based articles and added direct links using Autotask.
Technologies: SonicWall, Salesforce Sales Cloud, NetDocuments API, Passly, Office 365, Microsoft 365, Autotask, Active Directory (AD), Kaseya, iOS, Android, MacOS, Windows, Okta, Mobile Iron, Azure Active Directory
IT Operations Analyst
2014 - 2022
United States Army
- Assisted in field training exercises alongside the team, ensuring over 400 soldiers had proper communications and channels while on the field, which led to a successful mission. Also, set up Single Channel Ground and Airborne Radio System (SINCGARS) radios for tactical operations.
- Set up satellites effectively while on the field to secure essential connections for a mission.
- Oversaw a team of three, creating Ethernet cables and troubleshooting connection issues.
- Provided solutions to service members on technological problems and programmed computers as required by departments.
- Performed basic configuration on routers/switches/implemented IP addresses.
- Documented a variety of software and hardware issues to escalate appropriately.
- Re-imaged over 100 laptops for deploying soldiers.
Technologies: Windows, LAN, Helpdesk, Documentation, SINCGARS, SIPRNet, NIPRNet, Networking
Field Service Technician
2020 - 2021
Total Deployment Solutions
- Provided equipment setup, repair, and maintenance for companies such as Spotify, TradeBlock Corporation, and multibillion-dollar investment companies.
- Assisted and ensured all equipment appropriately worked for users and that users could operate their equipment.
- Ensured all cables met end-to-end, desktops could communicate with Ethernet cables, and all cables were neatly and safely wrapped.
- Programmed desktops and monitors to users' preferences and set up landlines for all users.
Technologies: Ethernet, Desktop
IT Technician Intern
2020 - 2020
Columbia University
- Re-imaged over 70 laptops and over 100 computers individually to set up as loaners or spares.
- Installed and set up desktops according to user location.
- Managed and organized inventory for all equipment and serviced printers.
- Migrated over 100 users to a new domain and updated OU with minimum downtime.
- Inspected and repaired towers with any internal hardware issues.
Technologies: Active Directory (AD), Helpdesk, Desktop, Domain Migration, Azure Active Directory
Experience
Pandemic Updates
Migrated all law students and professors to a new domain.
I updated the organizational unit with little to no downtime, re-imaged over 100 laptops and computers to distribute to staff, installed and set up desktops based on user location, and inventoried all equipment to ensure accountability.
I updated the organizational unit with little to no downtime, re-imaged over 100 laptops and computers to distribute to staff, installed and set up desktops based on user location, and inventoried all equipment to ensure accountability.
RDC Migration Project
Migrated over 200 users from the LogMeIn platform to Remote Desktop Connection.
I assisted users with a step-by-step guide on how to install and use RDC properly; I also answered all questions. Before we closed the project, I followed up with the users in case they encountered any issues and noted and corrected them.
I assisted users with a step-by-step guide on how to install and use RDC properly; I also answered all questions. Before we closed the project, I followed up with the users in case they encountered any issues and noted and corrected them.
TOC Communications
Communications setup for the tactical operations center (TOC) as the leading company for the entire forward operating base (FOB).
My team and I set up multiple communication stations for six companies participating in the field exercise, comprising over 2,000 soldiers. Each communications station has loaner laptops, four desktop setups via Ethernet ports, one SINCGARS radio, and two satellites outside the TOC for higher communication security levels.
Our mission was successful in assisting the entire base with clear communications and being overly prepared with backups in case communications went down at any point. We were awarded as a signal team for our achievement, and we each received coins from the general overseeing us.
My team and I set up multiple communication stations for six companies participating in the field exercise, comprising over 2,000 soldiers. Each communications station has loaner laptops, four desktop setups via Ethernet ports, one SINCGARS radio, and two satellites outside the TOC for higher communication security levels.
Our mission was successful in assisting the entire base with clear communications and being overly prepared with backups in case communications went down at any point. We were awarded as a signal team for our achievement, and we each received coins from the general overseeing us.
Skills
Libraries/APIs
NetDocuments API
Tools
iManage Worksite, VMware, Autotask, VPN, Salesforce Sales Cloud, SINCGARS
Platforms
Windows, iOS, MacOS, Citrix, Microsoft, Emburse Chrome River, Passly, Kaseya, Azure, Ivanti, Dropbox, Android, Desktop
Storage
Azure Active Directory
Languages
Java
Other
Office 365, Microsoft 365, Helpdesk, Inventory, Organization, Desktop Support, HEAT, Active Directory (AD), Documentation, Domain Migration, BIOS, Slack App, SonicWall, LAN, SIPRNet, NIPRNet, Okta, Mobile Iron, Ethernet, Remote Desktop, IT Helpdesk, LogMeIn Rescue, Satellite Images, Networking
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