Education & Certifications
- Bachelor of Applied Science in Information Technology
Certifications
- CompTIA Network+
- FEMA (Cyber Ethics, Disaster Recovery, Information Security Basics, Risk Management)
Professional Summary
- Detail-oriented and solution-driven IT professional with a strong foundation in infrastructure, cybersecurity, and technical support. Proven success in implementing secure systems, resolving IT issues, and enhancing operational efficiency. Experienced in EDR, IAM, Zero Trust frameworks, and endpoint protection. Excellent communicator and problem-solver in fast-paced environments, with strong attention to detail, and organizational skills.
Skills/Tools
Security & Management:
- Huntress, ThreatLocker, Entra ID, IAM, Zero Trust, VPNs
IT Operations:
- Active Directory, ConnectWise, ServiceNow, Jira, macOS, Windows
Office & Productivity:
- Microsoft Word, Excel, Teams, Slack
Professional Experience
MSP (2023-Present)
Help Desk Technician
- Work in a Managed Service Provider (MSP) environment, delivering IT support and services to multiple clients across various industries.
- Implement network security measures leveraging EDR solutions, Zero Trust architecture, VPN configuration, and Identity & Access Management (IAM) tools.
- Provide remote support to end-users for printers, servers, computers, mobile phones, VoIP phones, software, and network issues via phone and email, ensuring timely issue resolution and high customer satisfaction.
- Maintain and troubleshoot network systems, install software, and perform updates to support smooth IT operations.
- Log and manage support requests using a ticketing system.
High School (2020-2022)
IT Support
- Managed and resolved organizational software, hardware, and email issues.
- Troubleshooted issues, creating tickets via ServiceNow and tracking resolutions.
- Installed and tested new technology systems to ensure operational efficiency.
- Maintained and updated student records and files for accurate tracking.
Owner (2019-2022)
Owner/Repair Technician
- Provided mobile device repairs including screen, battery, camera, haptic feedback, and charging port replacements, ensuring customer satisfaction, smooth workflow, and quality control.
- Tracked profits, expenses, inventory management, and client data using Microsoft Excel for efficient business management.
- Utilized customer-facing communication skills to understand concerns and provide accurate technical service.
- Designed and edited advertising content, including product pictures and videos, to engage customer interaction. Using Adobe Illustrator and Premiere Pro.
Best Buy (2019-2019)
Software Developer Intern
- Worked on front end stories using Visual Studio and tested in development and production environments.
- Communicated and collaborated frequently with other developers, product owner, and scrum master throughout sprint for code reviews, code demo, planning sessions, refinement, and retrospective utilizing Jira.
Target (2013-2014)
IT Intern
- Provided Level 1 IT support, including managing end-user devices, reimaging PCs and Mac laptops, and resolving issues via ServiceNow ticketing.
- Managed new user accounts, password resets, and account terminations through Active Directory.
- Shadowed senior engineers on escalated Level 2 and 3 issues for hands-on learning.
