Determined and committed professional with a strong track record in system maintenance, integration, incident handling, and quality assurance testing. Skilled in fostering a creative work atmosphere and adept at proactively identifying, communicating, and resolving intricate technical challenges through comprehensive analysis and collaboration. Consistently surpasses performance benchmarks, achieves corporate objectives, and contributes to organizational success by leveraging the following core competencies:

Information Technology

Network Support

Microsoft Windows

Cisco Technology

Active Directory

Communication

Systems Thinker

Technical Problem-Solver

Process Improvement

Technical Writing

Customer Service

Designing Solutions

Analytical Thinking

Troubleshooting

Training

Certifications:

Microsoft Office Specialist (Word, Excel, Access, PowerPoint), Microsoft Technology Associate (MTA)

CompTIA – A+, Network+, Security+, Server+, Project+, Cloud Essentials, Mobility+, Data+, IT Operations Specialist, Network Infrastructure Professional, Secure Infrastructure Specialist

Experience:

Help Desk Engineer, Indian River Networks Indialantic, FL

November 2023 – January 2024

Managed Service Provider position providing on-site and remote IT support with the following:

Network setup, configuration and maintenance

Firewall Management, through SonicWall and Fortinet

Cybersecurity tools, including Huntress, CyberCNS, Immybot, Autoelevate, Threatlocker

Authenticator apps, such as Microsoft, Google, Duo

Incident management through ConnectWise

Microsoft Office

Printer setup

IT Specialist, Self-Employed Melbourne, FL

March 2023 – October 2023

Providing services for businesses and individuals:

Computer Tutoring

Apple Mac services

Internet/Network connectivity

IT Customer Services, Technology Consulting Inc., for L3Harris Technologies Melbourne, FL

August 2021 - August 2022

Proactively involved in optimizing processes to save organization's time, money, and resources while delivering technical and customer support services. Demonstrated exceptional organizational, prioritization, and problem-solving skills, coupled with a friendly and positive attitude. Effectively handled customer complaints and issues, achieving a 99.7% satisfaction rate. Maintained patience, courtesy, and composure during incident triage, ensuring timely resolutions. Gathered personal and customer insights, suggestions, and feedback to present innovative tactics, techniques, and procedures (TTPs) to leadership.

• Developed and maintained knowledge base and TTPs for prompt customer incident handling; reduced yearly average ticket count by 67%

• Troubleshot various computer and networking issues and providing solutions

• Documented incident management utilizing Service Now/Remedy

• Remote support via SCCM/MECM

• Utilized Microsoft products, such as Office 2016/365, Outlook, and Teams to communicate and effectively resolve customer incidents

• Set up and troubleshot video conferencing platforms (e.g., Teams, Zoom, Webex)

• Aided in password resets and lockouts with Splunk analysis

• Managed Microsoft Authenticator, YubiKey, Defender, and RSA MFA token consoles, including setup and recovery tasks

• Supported new user onboarding, including computer, phone, and token setups

Desktop Support Engineer, Atos, for Northrop Grumman Corporation Melbourne, FL

April 2020 – March 2021

Provided excellent customer service for the following services:

Desktop Support throughout the campus, remote support through SCCM/MECM

Incident management through ServiceNow, supporting Windows 7/10

Hardware and software installation and deployment

Imaged and re-imaged desktop and laptops, including Windows 10 migration

Leveraged interdisciplinary knowledge to provide a wide variety of solutions

Microsoft Office 2013/2016/365 and related applications

Network analysis and troubleshooting

IT Field Technician, Insight Global, CompuCom Melbourne, FL

April 2019 – September 2019

Collaborated with individual and corporate clients to execute installations and break/fix tasks, consistently prioritizing customer satisfaction.

Performed break/fix for home and business customers

Performed HP and Lexmark printer installation and repair

Assisted with network setup and repair utilizing various Cisco and Linksys devices

IT Specialist, Self-Employed Melbourne, FL

Jan 2018 – April 2019

Collaborated with individual clients to deliver personalized tech support, ensuring client satisfaction. Offered guidance for clients interested in learning about computer usage. Addressed concerns related to browsers, email, and Microsoft Office.

• Conducted break/fix tasks for individual cases involving Windows 7 and 10

• Provided computer tutoring to diverse age groups

• Consulted on various client needs, including computer builds, upgrades, website setup and design, and content creation

• Handled hardware and software installations

• Managed network setup and troubleshooting

Research Tech Support/Linux Administrator, Florida Institute of Technology Melbourne, FL

April 2015 – Dec 2015

Department of Physics and Space Science

Delivered both on-site and remote technical support to the Department of Physics and Space Sciences Research Team. Efficiently addressed help desk calls from students experiencing network and internet connectivity issues. Monitored bandwidth quota usage and notified students of overuse. Managed the network and multiple servers running Linux CentOS 6 and 7.

• Installed and updated hardware components such as hard drives, printers, and UPS backups

• Installed and updated software packages based on user requests, considering dependencies

• Achieved on-time and on-budget updates to the department's networking infrastructure

• Assisted with Python and Anaconda versions and corresponding packages

• Conducted research to resolve complaints, address inquiries, and propose solutions

Department of Education and Interdisciplinary Studies

Sept 2012 – May 2015

Provided technical and computer support

Designed and created sustainable projects and solutions regarding recycling, invasive species mitigation, transportation, and promotion of sustainable technologies

Intake Coordinator/Subject Matter Expert, MedSolutions Melbourne, FL

Aug 2009 – May 2013

Facilitated initial coordination and sustained communication and information workflow among clients, physicians, staff, and other stakeholders to ensure continuity of client care within a HIPAA-compliant environment. Fostered a structured, team-oriented atmosphere that prioritized customer care solutions by properly utilizing employee resources and managing data information systems in compliance with regulations.

Processed requests from referral sources and patients, responded to phone and e-mail inquiries, and assisted with pre-authorization of radiology and other medical studies

Created efficiencies and promoted change-management; analyzed business processes and created process refinements

Provided Help Desk services to employees to assist callers with issues including account creation, password resets, and other technical issues, as well as escalated issue resolution

Education and Certificates:

Eastern Florida State College, Melbourne, FL, A.A., General Studies

Eastern Florida State College, Melbourne, FL, A.S., Computer Science (Networking Technology) (2011-12)

Eastern Florida State College, Melbourne, FL, A.S., Computer Science (Information Technology) (2013)

Florida Institute of Technology, Melbourne, FL, Interdisciplinary Science (Major), History and Sustainability (Minors) (2012-15)

Florida State University, Tallahassee, FL, History (Major), Business (Minor) (2015-16)

In Progress

CompTIA – Cloud+, Linux+, Cybersecurity Analyst+, PenTest+, CASP

Cisco CCNA

Microsoft Outlook Specialist

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