Professional Summary
Experienced IT professional with 14+ years solving complex technical issues across server administration, IT networking, and infrastructure support. Proficient in Windows/Linux environments, Active Directory, and virtualization. Adept at optimizing systems and ensuring secure, high-availability operations.
Skills
- Systems & Network Administration: Windows Server, Linux, Active Directory, DNS, VMWare, Hyper-V, VPN, TCP/IP, PowerShell, SCCM, PXE Imaging, Firewalls, SAN/NAS
- Project & Operations Management: IT Project Management, Infrastructure Deployment, SOP
- Development, Process Optimization, Technical Documentation
- Security & Monitoring: Network Security, Endpoint Protection, IDS, Patch Management, Security Policies, AWS Cloud Fundamentals, Compliance Support
- Analytics & Tools: Salesforce, Microsoft Office Suite, Remote Access Toos, CRM/Ticket Systems
- Soft Skills: Team Leadership, Technical Training, End-User Support, Cross-Functional Collaboration, Troubleshooting, Performance Monitoring
Work Experience
Dental Software (2017-Present)
Senior Technical Trainer & Senior IT Operations Specialist Aug 2019 – Present
- Challenge: High-priority escalated support issues disrupted operations.
- Action: Provided Tier III support for Windows Server and network issues, applying advanced troubleshooting.
- Result: Resolved 95% of escalations without further handoff, maintaining service SLAs.
IT Support Technician Aug 2017 – Aug 2019
- Challenge: Provide Tier 2 support across hardware, software, and networking for multisite dental networks.
- Action: Resolved 20+ daily tickets, mentored junior techs, and maintained servers, firewalls, and network devices.
- Result: Improved SLA compliance and contributed to a 15% drop in escalations through expert troubleshooting.
United States Marine Corps Various Locations (2011-2017)
Telecommunications Repairman (Corporal
- Challenge: Maintain mission-critical IT and telecom systems in high-stress environments.
- Action: Led junior Marines, repaired secure comms, and managed hardware/network readiness.
- Result: Ensured operational continuity and compliance, holding Secret Clearance throughout service.
Independent School District (2016-2017)
Campus Technician
- Challenge: Outdated infrastructure and inconsistent device setups across district schools.
- Action: Deployed PXE imaging, upgraded digital signage, and supported phone/network systems.
- Result: Boosted system availability and reduced setup time by 50% across all campuses.
Best Buy (2012-2016)
Customer Service/Geek Squad Representative
- Challenge: Manage high customer volume while resolving complex tech issues.
- Action: Trained staff, repaired devices, and led customer communication efforts.
- Result: Improved customer satisfaction and service times, exceeding daily resolution benchmarks.
Education
- Bachelor of Science, Information Technology
Certifications
- WatchGuard Network Security Essentials, Expired June 2020
- CompTIA A+ (In Progress)
- CompTIA Network+ (In Progress)
- CompTIA Security+ (In Progress)
- CompTIA Project+ (In Progress)
- CompTIA IT Operations Specialist (In Progress)
- CompTIA Secure Infrastructure Specialist (In Progress)
- ITIL Foundation Certification (In Progress)
- LPI Linux Essentials (In Progress)
- AWS Cloud Practitioner (In Progress)
- Secret Clearance – U.S. Marine Corps, Active 2011-2017
