PROFESSIONAL SUMMARY
Experienced IT Professional with a proven track record in implementing and managing robust IT infrastructures; proficient in System Administration, Network Operations, and Technical Troubleshooting; skilled in identifying and resolving technical issues promptly to endure minimal disruption to operations, and demonstrated expertise in emerging technologies to drive efficiency. Experienced in collaborating with cross functional teams and stakeholders to deliver impactful IT solutions aligned with business objectives. Going forward, I seek to contribute my technical background and strategic vision to a dynamic organization poised for growth in the digital landscape.
EDUCATION
- BS – Cybersecurity Technology
- BS – Project Management & Administration
TECHNICAL SKILLS
Troubleshooting, Root Cause Analysis, Service NOW, SolarWinds, Hyper V, VMware, Sonic Wall, Juniper, Cisco, Meraki, Active Directory, MAC OS, Windows Server, Network
PROFESSIONAL EXPERIENCE
MSP (2014-Present)
Incident Analyst, ITS Network Operations
- Support client’s companies of various sizes with their overall IT infrastructure needs (Servers, switches, modems, access points, VoIP, and ISP)
- Assist with troubleshooting and solving network related issues
- Determine the root cause of outages and escalating incidents while following company policies and procedures while monitoring security related activities
- Problem analysis and system monitoring
- Assess, perform, and implement server OS and hardware maintenance in compliance with required security and systems initiatives and company operations.
- Physical and virtual hardware resource administration
- Utilizes various network tools for monitoring and testing the network and associated devices
- Communicates with engineers regarding monitoring alerts and client issues
- Conduct proactive systems maintenance for client servers, network connectivity and security threats, identifying issues and solutions
- Communicates with clients and internal staff about monitoring events
- Manage outage communications between Ricoh ITS and vendors/customers
- Maintain client security levels and confidentiality of information
- Input and manage events / incidents through our ServiceNow service level management system
- Generate documentation for processes in the NOC, as needed
- Perform in a fast paced, high-volume environment
Data Center (2013-2014)
Tier 1 Helpdesk Analyst
- Provided logon support to all military and civilian with e-benefits portal
- Assisted with account recovery and password reset
- Provided hardware and software support to all military ID card machine operators
- Supported the destruction of expired and damaged ID cards
- Utilize CA service desk manager
- Preform in a fast paced, high-volume environment
VOLUNTEERING ACTIVITIES
IT Assistance (2023)
- Provided aid to elderly homeowners by setting up and configuring in-home network and security systems.
- As necessary, I provided account support to individuals that needed to communicate with their ISP to trouble shoot connectivity issues, and spent time setting up WI-FI and security cameras.
IT Assistance (2021)
- Provided IT support to a local preschool by configuring and setting up iPads. This required establishing each account along with security features, enabling staff to stay in communication with each other as well as the parents of each student. During this academic year, I continued monitoring these IT systems making sure the iPads were up to date and fully operable.
Trunk-or-Treat for Children (2021)
- Local volunteers hand out candy to neighborhood children and students attending a local elementary school to provide a fun and secure Halloween experience. As a volunteer, I decorated candy bags for the children to use as they collected their candy.
Church Food Service (2018)
- As a local volunteer, I participated in food service for a local church. Volunteers served food and drinks to contributing church members who engaged in group prayer, encouraging forgiveness and personal growth.
Book Drive (2016)
- A Youth Literacy Outreach program established by local community outreach organization. As a member, I collected and lobbied local youth students and local thrift stores to donate new and lightly used books to donate to homeless shelters who house children to promote literacy and education.
Coat Drive (2015-2016)
- Community outreach program established to assist the homeless. Community organization members collected new and lightly used coats during the fall season. As a lead organizer, I assisted in the forming of the volunteer roster, program promotion, drop stations, coat retrieval, and distribution to homeless shelters.
