PROFESSIONAL SUMMARY
Customer-focused IT Support Engineer with experience delivering help desk support and IT customer service to end users across dozens of client organizations. Skilled at troubleshooting hardware, software, and network issues, communicating clearly with both technical and non-technical users, and resolving problems quickly while keeping customer satisfaction front and center. Manages multiple priorities under pressure and brings a growing background in systems administration and cybersecurity to every support interaction.
EXPERIENCE
Managed Service Provider | IT Support Engineer (Tier 1 → Tier 2) | July 2025 – July 2026
- Served as first point of contact for user support tickets, delivering responsive customer service while handling issues through completion or proper escalation.
- Promoted from Tier 1 to Tier 2 Engineer on January 1st 2026, based on technical proficiency, reliability, and ability to handle escalations.
- Troubleshot hardware, software, and network issues across Windows and macOS devices using Ninja for remote access.
- Performed system updates on servers and end-user devices, including driver updates, printer updates, BIOS updates, and computer replacements.
- Repaired Windows and macOS machines, rebuilt corrupted Windows user profiles, and resolved device performance issues.
- Managed user accounts and access via Microsoft Admin Center, Azure, Exchange, and Intune, including account creation, password resets, and email access changes.
- Conducted message tracing, email whitelisting/blacklisting, and domain whitelisting using Azure, Proofpoint, and Todyl.
- Isolated computers during security incidents, investigated potential malware infections, and determined appropriate remediation steps.
- Troubleshot downed services on servers to restore business operations for managed clients.
- Handled escalations from Tier 1 engineers, provided mentorship and training, and collaborated with Tier 3 engineers on complex issues.
- Supported and managed IT environments for 50+ client companies across multiple industries.
Church | IT Help Desk | May 2023 – July 2025
- Resolved numerous IT tickets daily, demonstrating strong problem-solving skills and technical proficiency.
- Configured and traced network connections by accurately identifying ports connected to switches and patch panels, improving system connectivity and documentation.
- Led mass technology recycling initiatives, optimizing IT asset lifecycle management and supporting sustainable IT practices.
- Conducted full inventory of campus electronics to improve asset tracking and accountability.
- Directed the project to replace all Windows machines across campus with new systems, ensuring minimal downtime and smooth deployment.
Logistics Company | Customer Service Representative / Shipment | September 2021 – April 2023
Manufacturing Company | Laborer / Office Manager | February 2019 – August 2021
Food Distribution Company | Laborer | August 2018 – February 2019
EDUCATION
Bachelor of Science in Computer Science
May 2022 – December 2024
- Concentration in Cybersecurity
- Coursework includes Information Technology, Cybersecurity, Python, and Web Development
- Earned CompTIA A+ certification
Associate of Science in Computer Science
January 2021 – December 2022
- GPA: 3.7
- Completed coursework in programming, coding, technology, and professional presentation
CERTIFICATIONS
- CompTIA A+
- eJPT (eLearnSecurity Junior Penetration Tester)
TECHNICAL SKILLS
- Cybersecurity & Penetration Testing
- Systems Administration (Foundational)
- Active Directory
- Virtualization
- Hardware Configuration & Troubleshooting
- SaaS, PaaS, IaaS, CaaS
- Software Troubleshooting
- Microsoft Office Suite
- Windows, macOS, Linux, and Mobile Device Support
- ServiceNow
- Networking & Operating Systems
- Help Desk Operations
- System Backup & Recovery
PROGRAMMING & DEVELOPMENT
- Python
- HTML, CSS
- Flask
- GitHub
SOFT SKILLS
- Customer Service Excellence
- Time Management
- Multi-tasking
- Detail-Oriented
- Strong Communication Skills
