Information Technology Specialist (System Administrator) (November 2020 – Present)
My current position is as an Information Technology Specialist with a focus on System Administration. I deploy software and provide imaging support using Microsoft SCCM/EDM. I administer both MS Windows servers and Linux servers. This encompasses planning, building, testing, hardening, maintaining, and decommissioning systems through the systems lifecycle. I serve as the primary architect and engineer for central logging using Elastic. I also support my organizations virtualized environment. I heavily utilize PowerShell to automate tedious tasks.
Information Technology Specialist (INFOSEC) (July 2019 – September 2020)
My previous position was as an Information Technology Specialist with a focus on Information Security. Here I ensured the compliance of over 14000 assets. I did this by running vulnerability scans using Nessus and by hardening the operating systems and software running on systems. This included Windows 10 systems, Windows 2012/2016/2019 servers, Red Hat Enterprise Linux servers, Ubuntu servers, and a myriad of software packages and network appliances. Another one of my primary duties was configuring and maintaining our organizations Elastic Stack instance. This encompassed all of our centralized logging aggregation and ensuring observability and reporting of information gathered. All my duties had a focus of automation. I automated as many of my duties as I can with batch, bash, Powershell, and Python.
Desktop Support Specialist (June 2018 – June 2019)
Before I my position as a INFOSEC Specialist, I was a Desktop Support Specialist. Here I troubleshot escalated issues received from our tier 1 team and assist in projects as they come along. I worked on a wide variety of issues that often blur the lines between my tier 2 work and that of tier 3. My primary duties where installing above baseline software, completing break/fix duties for new and recurring issues, and ensuring security compliance based on feedback from Nessus vulnerability scans. Above my duties, I also assisted with automating common issues using Batch and Powershell scripts. My biggest accomplishments in this position was playing a key role in an Enterprise level Windows 10 version migration of over 10,000 machines and being a key project member of a printer deployment of over 60 printers in the course of two weeks.
Help Desk Quality Assurance (March 2018 – June 2018)
Before working as a Desktop Support Specialist, my previous position was Help Desk Quality Assurance for an enterprise level IT service desk that provided assistance nationwide for my organization. My position was a middle management position with a primary focus on analyst success. This meant that I helped ensure that analyst were meeting KPIs (such as FCR, ticket-to-call ratio, and established quality standards) outlined by our contract. I took a proactive approach to supporting my team by assisting them in fixing issues before they were negatively scored. I did this by doing one-on-one coaching, on-call assistance, and real time monitoring of tickets. My methods were unlike those of my predecessors and with them I achieved and maintained a quality percentage of over 95% during my time in this position. I also reworked tickets that were returned from tier 2 and 3 teams and assisted in technical interviewing.
Help Desk Analyst (September 2017 – Feb 2018)
My first major steps into the IT industry were as a Help Desk Analyst. Here I helped support a nationwide enterprise network and was the first line in troubleshooting and resolving problems. I would receive trouble tickets by phone and email for a wide arrange of issues including hardware issues, software issues, web application issues, software requests, account changes, password resets, equipment moves, and infrastructure change requests. Below are some of the training certificates of training I completed for Windows 10 administration.
Security Guard (October 2015 – August 2017)
Prior to my career in IT, I worked as a Security Guard. While not directly related to IT, I learned valuable skills that have transitioned into my current career. My primary duties were to provide physical security and customer support to employees and visitors. I learned a great deal about operation security and working comfortably in a secure environment.
Customer Service Representative (June 2015 – September 2015)
Prior to my work as a Security Guard, I was a Customer Service Representative for a large cell phone provider. I provided excellent customer service to customers over the telephone. My duties were to provided tier 1 technical support for cellular devices, educate customers about their cell phone plans, and assist with any other issues they needed solved. Below are some Certificates I received while I was employed there.
Office Assistant (May 2009 – November 2013)
My first job was as an Office Assistant. I worked for a manufacturing/warehousing company the made outdoor equipment. My primary duties there were processing and shipping orders. I also handled paperwork and filing. While this job was not very IT intensive, I learned how to work in an office, and develop my soft skills early on in my work history.
Current Resume
Below is a link to my most current resume.
