Technical Summary
- Industry-certified IT Professional and military veteran experienced in leadership, management, and troubleshooting. Proven track record of completing projects accurately and on time. Quick learner and logical thinker.
Education and Certifications
- MyComputerCareer, Dallas, TX Graduated: February 2018
- Technical Training Program
Certifications Earned:
- MTA Mobility and Device Certified
- MTA Windows Operating Systems Certified
- MTA Security Fundamental
- Fortinet FCF Intro to Threat Landscape
Information Technology skills
- Network troubleshooting understanding of networks
- Familiar with IP, static, and dynamic configuration
- Wireless Network Administration
- Understand DNS and DHCP systems
- Troubleshoot voice and data networks
- Diagnose, Repair/Replace failing or bad components in desktop, laptop, or portable devices
- Upgrade all components of desktops, and laptops, including hard drives, CPUs, memory, wireless network cards, and many other peripherals
- Install operating system service packs, updates, and other security patches
- Install home and small office networks including cables and connections and setting up workgroups or domains
- Familiar with Azure, InTune, Office 365 and other Microsoft Cloud products
- Understanding of mobile device containerization and remote management
- Hands-on training in wireless security and infrastructure
- Familiar with rights and access management in multi-platform environments
- Encrypting file system (EFS), BitLocker To Go, virtual private network (VPN), public/private keys
- Install and configure operating systems of Microsoft platforms
- Configure file and folder permissions
- Troubleshoot Hyper-V/VMware issues and errors
- Maintain and troubleshoot various Windows and configure access to shared resources and peripherals
- Assisted the Security team with firewall maintenance and upgrades.
Work Experience
MSP (2022-2025)
Help Desk
- Assisted with escalations and training of new techs
- Monitored and tracked incidents using ConnectWise, ServiceNow, and auto-task ticketing systems
- Utilized automate and 8040 and automate and Datto to remote into user’s workstations around the country
- Handling offboarding and on boardings to meet SLA for clients in an ever-changing environment
- Managed escalation mailbox to assist with helpdesk and client relations
- o365 admin created mailboxes and shared emails and maintained MFA in duo and Microsoft MFA
- Used O365 admin to troubleshoot Outlook and enforce it policies
- Conducted MFA resets and password resets for users and VIPs
- Resetting of interfaces and point-of-sale systems in a timely manner to meet client needs
- Guided vendor management for multiple clients to resolve issues
- First point of contact for night-to-day shift change
- Conducted firewall maintenance and upgrades
Honeywell (2018-2022)
Tier 2 Help Desk Agent
- Strong understanding of Airwatch/HUB and Soti MDM platform
- Worked with Salesforce and ServiceNow and has an understanding of ticketing systems
- Assisted training Newer agents with client procedures and policies
- Helped agents with dual ticketing systems and troubleshooting on certain clients
- Worked very well to make short deadlines and under stressful high-call volume days
- Assisted with working on the short-staffed days and weekends and holidays
- Knowledge of the Intermec cn70, IOS, Android, Windows OS for mobile devices
- Worked with active directory and users accounts within active directory
UPS (2017-2018)
Load Supervisor
- Supervised metrics and goals for performance to comply with the company’s plans and vision
- Coached, mentored and developed staff, including overseeing new employee – https://www.thebalance.com/employee-onboarding-positive-new-employee-experience-1918830 onboarding
- Trained new and seasoned employees on company policy and procedures
- Trained on company technology assets including software and package scanners
- Lead employees to meet the organization’s expectations for productivity, quality, and goal accomplishment
- Organized workflow ensuring employees understood tasks and monitored employee productivity while providing constructive feedback and coaching
United States Army (2013-2016)
Team Leader
- Troubleshot and maintained JCR and Blue force tracker to ensure safety and completion o mission
- Supervised soldiers; responsible for maintaining and enforcing accountability of teams equipment
- Responsible for the welfare, morale and discipline of a four man team
- Conducted weekly training sessions to maintain a high level of operational readiness
- Performed administrative duties, including counseling and inventory checks
- Responsible for the individual training and maintenance of equipment, serving as the primary instructor and advisor in the matters of tactics, personnel management and junior leader development
- Awarded the Good Conduct Medal
