IT SUPPORT SPECIALIST
SERVICE DESK OPERATIONS | INFRASTRUCTURE SUPPORT | SYSTEM OPTIMIZATION | ISSUE RESOLUTION
IT Support Specialist with experience across Tier 1 and Tier 2 environments, delivering reliable technical support and maintaining stable user and system operations. Brings a strong foundation in infrastructure support, system performance, and service delivery, with hands-on exposure to network, server, and security environments. U.S. Marine Corps veteran with a background in security and logistics, recognized for discipline, accountability, and operating in high-pressure environments. Currently pursuing a bachelor’s degree in Cybersecurity and actively advancing toward systems and security-focused IT roles.
CORE COMPETENCIES
- Advanced Troubleshooting
- Security Monitoring
- Continuous Process Improvement
- Root Cause Analysis
- Threat Identification
- User Training & Technical Guidance
- Network & Systems Support
- Performance Optimization
- Technical & End-User Support
- Incident Management
- Technical Documentation
- Service Delivery & SLA Management
EDUCATION
BACHELOR OF SCIENCE IN CYBERSECURITY – In Progress
ASSOCIATE OF APPLIED SCIENCE IN COMPUTER & INFORMATION TECHNOLOGY – Graduated January 2022
PROFESSIONAL EXPERIENCE
Managed Service Provider
Tier 2 Help Desk Technician | Downers Grove, IL | March 2025 – Present
- Provide advanced technical support across network, server, and end-user environments, resolving escalated issues and supporting infrastructure performance in a fast-paced managed services environment.
- Resolved high-impact Tier 2 incidents across servers, firewalls, VPNs, and Active Directory environments, restoring critical systems and minimizing operational downtime for multiple client organizations.
- Reduced repeat support incidents by identifying root causes of recurring technical issues and implementing long-term fixes that improved system stability across managed service environments.
- Enhanced client system performance by configuring and optimizing Microsoft 365, VOIP systems, and endpoint environments, ensuring consistent functionality across diverse infrastructure setups.
- Strengthened network security posture by analyzing firewall logs and security alerts, identifying vulnerabilities early and supporting proactive mitigation across multiple client environments.
- Increased help desk efficiency by mentoring Tier 1 technicians, improving troubleshooting accuracy and contributing to faster resolution times and improved overall service delivery outcomes.
Tier 1 Help Desk Technician | Downers Grove, IL | August 2023 – March 2025
- Delivered frontline technical support in a high-volume environment, resolving hardware, software, and network issues while maintaining service standards and supporting business continuity across multiple user environments.
- Sustained high service levels by handling 300+ support calls and resolving 30+ tickets weekly, ensuring timely issue resolution and consistent user support across a diverse client base.
- Improved end-user productivity by troubleshooting hardware, software, and network connectivity issues, minimizing disruptions and restoring system functionality across daily business operations.
- Enabled reliable system performance by installing and configuring systems, printers, and applications in alignment with company standards across multiple user environments.
- Increased ticketing accuracy and escalation efficiency by documenting incidents and resolutions thoroughly, supporting improved tracking, reporting, and issue management processes.
- Reduced repeat user issues by educating end-users on system functionality and security best practices, improving adoption and overall user experience across supported environments.
Large Retail Organization
Maintenance Technician | Bloomingdale, IL | October 2020 – August 2023
- Improved operational efficiency by streamlining work order processes and implementing preventive maintenance practices, reducing equipment downtime and supporting consistent store operations.
- Maintained facility reliability by conducting inspections and completing timely repairs, minimizing disruptions and ensuring continuous functionality across high-traffic commercial environments.
- Extended equipment lifespan by performing preventive maintenance across mechanical systems, ensuring compliance with safety standards and reducing the frequency of unexpected equipment failures.
Business Services
Security Guard | Athens, Greece | August 2018 – October 2020
- Ensured site integrity by delivering over 5,000 hours of perimeter and access control security, maintaining compliance with Department of State standards across embassy construction operations.
- Strengthened operational discipline by supervising a team of 9 personnel, ensuring adherence to security procedures, protocols, and safety requirements in high-risk environments.
- Mitigated security risks by conducting continuous threat monitoring and surveillance operations, maintaining situational awareness and ensuring safe and compliant project execution.
Business Services
Security Guard | Jeddah, Saudi Arabia | January 2017 – August 2018
- Preserved site security by controlling and verifying personnel access, ensuring only authorized individuals entered restricted areas and maintaining compliance with established security protocols.
- Elevated threat readiness by actively monitoring surveillance systems and identifying irregular activity, enabling rapid response to potential security risks across the project site.
- Reinforced operational safety by applying security procedures consistently, contributing to uninterrupted construction activities and maintaining protection of sensitive infrastructure and personnel.
EARLIER CAREER
Marine Security Guard, UNITED STATES MARINE CORPS, December 2013 – January 2016
Logistics Embarkation Specialist, UNITED STATES MARINE CORPS, April 2011 – December 2013
CERTIFICATES & PROFESSIONAL DEVELOPMENT
- COMPTIA A+ (CE) – CompTIA May 2023
- TESTOUT CERTIFIED SECURITY PRO – TestOut December 2021
- COMPTIA CLOUD ESSENTIALS+ (CLO-002) – CompTIA November 2021
- TESTOUT SERVER PRO 2016: INSTALL AND STORAGE – TestOut March 2021
TECHNICAL EXPERTISE
- Operating Systems: Windows Server | Windows 10/11 | macOS
- Directory & Cloud Platforms: Active Directory | Microsoft 365
- Networking & Infrastructure: TCP/IP | DNS | DHCP
- Security & Firewalls: pfSense | SonicWall
- Virtualization & Systems: VMware
- Support & Ticketing Systems: Autotask
- Collaboration & Communication Systems: VOIP Systems
