Education
Bachelor of Science in Computer Science Program (Did not graduate) (2021 – 2024)
Professional Experience
MSP (2024-2025)
Systems Engineer (2025-2025)
- Ticket Resolution: Resolved high-volume support tickets across multiple client environments, consistently meeting or exceeding SLA targets. Coordinated with vendors and internal teams to close complex issues efficiently.
- EMR and Medical Device Troubleshooting: Supported multiple EHR systems, including Epic, NextGen PM, and NG Data Delivery. Diagnosed and repaired data flow and device integration issues, minimizing downtime without vendor escalation.
- System Administration: Managed Windows Server and workstation environments for over 5,000 endpoints, performing updates, security patching, and configuration management. Utilized automation, monitoring, and scripting tools to ensure systems remained compliant, secure, and optimized for performance.
- Documentation and Process Management: Recorded incidents in ConnectWise, improving visibility and ticket resolution time through accurate documentation and process refinement.
- Network Troubleshooting: Served as primary systems liaison to the network team, monitoring and resolving outages, DNS filtering problems, and geolocation restrictions.
IT Service Coordinator (2024-2025)
- Client Coordination and Communication: Acted as the primary point of contact for clients, coordinating service requests, dispatching tasks to appropriate resources, and ensuring timely communication of progress and updates.
- Scheduling and Prioritization: Managed and optimized the ConnectWise calendar by reviewing and prioritizing technical support requests, keeping on-call schedules current, coordinating rescheduling as needed, and addressing urgent issues.
- Windows Troubleshooting and Direct Client Support: Conducted Windows system troubleshooting via direct client calls, resolving hardware, software, and network issues in real-time to minimize downtime — specialized in Active Directory, Microsoft Windows deployment, and RDP troubleshooting. Network troubleshooting switches and firewalls.
- Team Management and Tool Administration: Provided primary support to technical team members. Resolved internal conflicts and made most decisions that affect the helpdesk. Administered the ConnectWise system and managed internal tooling projects affecting helpdesk systems.
University IT Department (2024-2025)
Lab Technician
- Operational Support and Troubleshooting: Maintained general access computer labs and walk-in help desks, guided students on lab use, and performed equipment monitoring and troubleshooting. This helped ensure seamless access to resources for thousands of students each semester.
- Customer-Focused Service: Served as a point of contact for in-person assistance, demonstrating excellent customer service skills and patience. Educated users on campus IT resources and the print management system, improving awareness of campus technology and services.
- Documentation and Process Management: Documented user issues in the ticketing system to track and manage service requests effectively, contributing to process improvements and faster resolution times.
Retail Company (2020-2021, 2022-2023)
Digital Personal Shopper
- Rapid Team Growth: First hire at the beginning of COVID-19 at age 16. Played a large role in scaling the department from less than 15 members to over 85, transforming it into the largest department in the company at the time.
- Leadership and Collaboration: Promoted to Team Lead in training at age 17, worked closely with management to optimize department operations and ensure daily targets were met. Completely owned closing operations.
- Impactful Results: Contributed to the store becoming one of the largest digital departments in Texas at the time, significantly boosting performance and reputation despite being located in a small town.
Leadership Experience
- Club Leader, University (2024 – 2025)
- Club Leader, Junior College (2023 – 2024)
Skills & Projects
Proficient Skills: Communication, Leadership, Unix/Linux, Context Switching, Git (Version Control), C++, C, Java (5+ years), Microsoft 365, Adobe Suite, Lua, Rust, JavaScript, Quotes, Budgets, White Glove Communication, Windows Development, Python.
Nonogram Puzzle Application (University Project)
- Created a Nonogram player using Java, JavaFX, and CSS
- Implemented Test-Driven Development strategies throughout the project
Windows 10 Upgrade Project (Business Project)
- Primary resource in migrating over one thousand vendors and replacing hundreds of end-of-life computers to Windows 11
Field Nation CW PSA Integration (Business Use)
- Developed and worked with a REST and Callback API integration into the ticketing system to integrate into vendor systems
