Dave Christensen

• Established and directed the Americas IT department for a global solar energy company, expanding from a single US-based employee to a full team of IT Support Analysts.
• Hired, trained, and performed oversight/evaluation of IT department staff; managed employee terminations in cooperation with HR, ensuring return of corporate assets.
• Orchestrated equipment planning, procurement, and installation for three new offices, alongside managing three office relocations, including Cisco network hardware setup and updates.
• Managed IT onboarding of M&A organizations, including associated incoming/outgoing asset and resource transitions.
• Designed and implemented a proof-of-concept Citrix Cloud environment for GIS application deployment, involving Azure VM provisioning, desktop setup, and storage linkage.
• Provided Tier 1-3 IT support to a distributed workforce across three US offices and remote employees, extending remote assistance to international users in EMEA and APAC.
• Oversaw vendor partnerships, procurement processes, and the complete asset lifecycle within the Americas region.
• Continued to perform all assigned duties and responsibilities as Senior Support Analyst to ensure suitable coverage for Support team and Lightsource bp user community.
• Nominated to and successfully completed Lightsource bp's 'Sparks' Leadership Program, a company-wide cohort-based development program focused on cross-functional collaboration, relationship-building, and leadership fundamentals for corporate professionals.

• Served as the sole US-based IT support resource, managing all levels of technical support from first-line user contact through infrastructure troubleshooting, in accordance with IT SLAs.
• Achieved a 99% on-time delivery rate for new hire equipment on their first day. Performed Day 1 IT onboarding, guided account setup, and systems training for all new starters.
• Provided first-line helpdesk service, support, and advice to users on hardware and software issues; researched, installed, and configured new equipment and software. Efforts included supporting a regionally distributed workforce with 50% in/near office employees and 50% remote employees; providing assistance and guidance on home-office equipment (network gear, desktop equipment) and personally owned devices (iPhones, Android phones, Apple/Mac devices.)
• Managed office/desk/workstation rebuilds as part of 2021/2022 Return To Office initiatives, preparing offices for unassigned, hotdesking environment including management and configuration of Condeco desk booking system.
• Worked closely with Group IT and international offices to provide follow-the-sun service coverage.
• Established the operational foundation for the Americas IT Support function, including documentation of systems and adherence to Standard Operating Procedures.
• Managed inventory of equipment, consumables, and supplies; provided support and made regular on-site visits to regionally based offices as needed.
• Managed user and account provisioning of SaaS applications including file sharing platforms, conferencing solutions, and office/organizational security dashboards.
• Performed all job duties including asset management and warehousing, shipping, and switching to 100% remote support throughout the United States from my home/apartment from March 2020 to December 2020.
• Administered Microsoft 365 tenant end-to-end: hybrid AD-to-Entra ID sync, group/DL management, Teams creation, SSO configuration for enterprise SaaS applications, Intune configuration policy authoring and software deployment, Exchange Admin, SharePoint Admin, Teams Admin, and Adobe Admin license assignment.

• Provided expert-level technical support for ControlUp's Enterprise, On-Premises, offline, and Insights Reporting products, resolving complex customer issues across Citrix XenApp/XenDesktop, VMware View/Horizon, Hyper-V, and cloud-based virtual desktop infrastructures.
• Acted as technical advisor for enterprise customers deploying an early Digital Employee Experience (DEX) and real-time endpoint observability platform, using session telemetry and process-level data to diagnose issues missed by traditional monitoring.
• Authored and maintained customer-facing technical documentation beyond official product docs, expediting issue resolution and enabling customer self-service.
• Partnered with product management and development teams to influence product quality, serviceability, and roadmap through direct field feedback.
• Identified and built script automation and internal tooling to accelerate issue identification and resolution, improving team efficiency.
• Mentored and coached team members on product expertise and support workflows, helping them advance in their roles.
• Consistently met and exceeded customer service level commitments while supporting enterprise-scale deployments.
• Provided onboarding and admin training for all new US customers, including creating and maintaining training materials. Partnered with customers during onboarding and discovery to produce documentation and planning diagrams, supplemented with session recordings for future reference.

• Dedicated roughly a third of overall time to project work, per official role scoping: design and implementation of multiple virtual desktop models throughout UW Medicine, maintaining ongoing technical relationships with vendors including Cerner, Epic, Imprivata, Unidesk, Citrix, and VMware.
• Participated in evaluation and implementation of new technology rollouts such as wristband printers, barcode scanners, Dragon Naturally Speaking and handheld dictation devices, and the Follow Me Desktop initiative.
• Supported over 20,000 endpoints across inpatient, ambulatory, and administrative settings as a member of the EDS Projects team at a leading academic medical center, spanning Harborview Medical Center, UW Medical Center, UWP Neighborhood Clinics, University of Washington Physicians, UW Neighborhood Clinics, and Northwest Hospital.
• Served as System Owner for UW Physicians' 2,500-endpoint Epic Hyperspace thick-client environment and primary owner of the Epic environment pick list, with all changes gated through change control.
• Led design and implementation of VDI environments across UW Medicine, developing and managing infrastructure via VMware Horizon and Unidesk application layering, including OS image management and Active Directory policy configuration. Coordinated with department “champions” to identify and evaluate business justification and user requirements when developing VDI environments for various departments like Hospital Administration, UW Medicine Call Center, and IT/Technical teams.
• Interfaced with external IT groups as the organization published IT applications to affiliated hospitals and care providers.
• Led the Cerner Follow Me roaming desktop project for Harborview and UWMC emergency departments (Imprivata OneSign, VMware), including on-site, hands-on go-live support manually enabling each workstation during live provider workflow and staying through shift changes.
• Volunteered to support a prenatal/perinatal unit go-live at UWMC; a flawless go-live attributable to thorough provider training beforehand.
• Participated in the design and implementation of a 24x7 EMR downtime solution ensuring continuity of patient care during network outages and other business interruptions.
• Managed and maintained the full clinical device ecosystem, including WOWs, kiosks, workstations, label and wristband printers, scanners, and signature pads.
• Administered SCCM for enterprise application packaging and software deployment, sharing patch management responsibilities via WSUS and SCOM; served as primary administrator for the Sophos anti-virus and desktop firewall upgrade/migration.
• Used scripting (PowerShell/VBScript/ADSI) to manage Active Directory objects and automate administrative tasks.
• Assisted in planning, design, and implementation of business continuity procedures and practices.
• Provided consultation to users on hardware and software purchasing decisions.
• Represented EDS Projects team at Enterprise Change Control to present and/or defend change requests related to operational changes, emergency changes, or project execution related changes.
• Ensured HIPAA audit readiness through rigorous endpoint compliance, documentation standards, and enforcement of security policies.
• Mentored team members in technical problem-solving, cross team collaboration, support, and knowledge sharing, and provided input to management on staff performance evaluations.

• Provided Tier 2 endpoint support for Harborview Medical Center, the Pacific Northwest's Level 1 burn and trauma center, serving clinical and administrative users in a high-acuity healthcare environment.
• Supported the complete device ecosystem, including desktops, laptops, WOWs, thin clients, printers, and specialized line-of-business peripherals, minimizing downtime through proactive maintenance.
• Participated in a rotating 24/7 on-call schedule with the UW Medical Center EDS team, ensuring critical endpoint availability where system reliability directly impacts patient care.
• Managed endpoints via SCCM and Active Directory, processed support tickets using CA Service Desk Manager, and upheld documentation standards.
• Participated in new clinic and unit deployments, managed ongoing hardware refresh cycles, and executed the enterprise-wide XP to Windows 7 migration across the Harborview campus.
• Provided consultation and technical guidance to other support team members, IT Services project teams, and the broader medical center user community.
• Contributed to quality improvement initiatives and hardware/software architecture strategy to ensure alignment with Medical Center needs.

• Served as the initial point of contact for UW Medicine staff, providing ticket and issue triage, analysis, and resolution of technology issues via phone and email. This included providing support for on-premises organizationally owned devices, as well as best-effort support for on-campus, remote, or personally owned devices like mobile phones (Android, iPhone), laptops/desktops (Windows, Mac) and remote access business or clinical systems.
• Served as Command Center for medical center IT issues, managing escalation to the appropriate teams (Customer Support Analysts, Business/Application Specialists, Operations, development, and vendors).
• Administered application access across multiple platforms.
• Monitored network and program exceptions using third-party monitoring software.
• Participated in the Technical Users Group (TUG), working with cross-departmental representatives to understand their needs and promote UW Medicine IT standards.
• Maintained consistent user communication throughout the support lifecycle, ensuring clarity on timelines and resolutions, and followed up to confirm work met expectations.
• Developed and maintained system documentation to support user guidance and enable seamless support transitions.
• Provided recommendations to users, developers, and IT staff on systems changes, workflow improvements, and documentation needs.
• Participated in a rotating shift schedule to ensure consistent support coverage.

• Provided first-level and basic tech support to K–8 classrooms and administrative offices, including configuring clients, upgrading and installing systems, and responding to support requests.
• Maintained and distributed hardware throughout the campus to classrooms as available.
• Coordinated with teaching staff to ensure grade-appropriate educational software was installed in classrooms and computer labs.
• Created and maintained system images for the various supported hardware types within the school.

• Administered a large local area network supporting local government offices (County Sheriff's Department, Circuit Court, Treasurer's Office, Social Services Office): 23 Novell NetWare servers and one UnixWare file server, approximately 800 client workstations.
• Troubleshot the network, configured and repaired hardware, maintained the user database, granted access to system resources, managed passwords, and monitored the daily back-up process.
• Managed implementation of a document imaging system for the Clerk of the Court: reviewed COTS software/hardware options, recommended a system per budgetary and time constraints, and led physical implementation and integration into the existing network.

• Provided administrative support for three local Novell networks and one AppleTalk Mac lab: troubleshooting, hardware configuration/repair, user database maintenance, and access provisioning.
• Maintained records for all hardware and software inventories and vendor-supported maintenance and upgrades.
• Served as liaison between academic administrative bodies, vendors, and schools.

• Assisted the primary Network Engineer in designing and constructing local area Novell networks, including floor-plan diagramming for network hardware/resource allocation.
• Performed physical configuration of client workstations, loading of operating systems and related software, and connection of clients to the network.

Certifications

• Apple Certified IT Professional — 05/2026
• Microsoft Certified: Endpoint Administrator Associate — 03/2026
• Jamf Certified Associate - Jamf Pro — 03/2026
• ITIL® Foundation — 12/2024

Other Training & Education

• Novell Network Administration — Lantech Systems, Phoenix, AZ (1996)
• Beginning UNIX — Santa Cruz Operations, Herndon, VA (1998)
• KornShell Programming — Learning Tree International, Rockville, MD (1998)
• Epic Client Systems Administrator (Exp. 2019) — 11/2013
• Imprivata OneSign Administrator (Exp. 2019) — 04/2017