Experience

United States Bankruptcy Court - Automation Specialist

- Facilitate the procurement, deployment, and integration of new or updated software releases, ensuring compatibility with existing systems and compliance with organizational standards.

- Deliver Tier 2 technical support for a wide array of IT assets including workstations (desktops/laptops), peripherals (printers, MFPs), AV systems, VoIP telephony, networked fax systems, and court-issued mobile computing devices.

- Address end-user service requests and incidents in accordance with IT service management (ITSM) protocols and service-level agreements (SLAs).

- Conduct functional testing, validation, and debugging of software and hardware solutions in coordination with IT engineering teams to ensure successful deployment and operational stability.

- Manage the setup, configuration, and troubleshooting of video conferencing and teleconferencing systems, including document cameras, digital audio/video recording systems, and signal distribution hardware.

- Oversee the asset management lifecycle for local IT infrastructure, including inventory tracking, tagging, and issuance of property accountability documentation.

- Customize workstation hardware configurations to comply with user-specific ergonomic requirements and accessibility standards.

- Deliver in-person training and user enablement sessions on enterprise software applications and hardware usage best practices.

- Execute data entry and validation tasks within the Case Management/Electronic Case Filing (CM/ECF) system, ensuring data integrity and compliance with procedural standards.

- Enforce IT security protocols by ensuring user compliance with the court’s cybersecurity policies, access control measures, and data protection procedures.

Campbell Oil Company/Bellstores - Desktop Support Technician

- Retire, image, and deploy new Windows 10 computer systems to new users, including laptops, desktops, and thin clients.

- Creation and Management of Active Directory users and their workstations (Accounts, permissions, groups, passwords).

- Assist monitoring Connectwise Manage ticketing system and knowledge base.

- Patch software company-wide to new versions using Connectwise Automate and Control.

- Administrator of PhishingBox campaigns, responsible for managing and executing targeted phishing simulations to assess and improve organizational cybersecurity awareness and resilience.

- Project management such as the integration of VoIP lines into 30+ c-store locations, and mass deployments of handhelds and tablets. Brightsign Local file networking converted into a CMS cloud solution.

- Network Surveys, including placement of network infrastructure, including racks, wall jacks, AP placement, security equipment, etc.

Spectrum - HelpDesk Support Technician

- Quickly resolved complex issues including home internet crashes, slowdowns, general connectivity problems, coverage issues, security breaches, email infections, and other network-related issues.

- Provided excellent technical assistance to end-users via phone, email, and chat, resolving 95% of issues on the first call and ensuring high levels of customer satisfaction. 

U.S. Army Reserves - Combat Engineer

- Performed a wide range of combat engineering tasks, including construction and demolition operations, minefield clearing, and obstacle emplacement, as a 12B Army Engineer, ensuring safe movement and mission success for civilian personnel.