CompTIA-certified IT Operations and Secure Infrastructure Specialist with 3 years of experience in a hybrid-cloud environment. Skilled in efficient troubleshooting and effective communication. Consistently commended for creative problem solving and a willingness to go above and beyond.
System Administrator | Highland Ventures | Brentwood, TN (May 2024 - Current)
- Worked with a team of one other coworker to build, deploy, and integrate a Meraki SDWAN solution for 120 different locations
- Designed and deployed a Microsoft Entra ID infrastructure, enabling login auditing, Self Service Password Reset, and Single Sign On
- Implemented Mobile Device Management utilizing Microsoft Intune for unified software installation and user management
- Utilized an Azure DevOps Pipeline to deploy Azure resources with Terraform and GitHub Actions
- Scripted software deployment for user devices with Powershell and Bash
Senior Help Desk Technician @ Highland Ventures | Brentwood, TN (January 2024 - May 2024)
-Provided excellent desktop support for users across 3 geographically distinct offices, both on-site and remotely
- Remotely supported approximately 250 locations around the US Midwest and South across 3 separate lines of business
- Maintained high levels of Help Desk customer satisfaction measured by several metrics including FCR, SLA, and Customer Surveys
- Assisted with the migration and installation of a new S-NET VOIP phone system
Enterprise Support Technician II @ SmileDirectClub | Antioch, TN (October 2023 - December 2023)
- Managed a Microsoft Active Directory, ensuring workstations were placed in the correct OUs and the appropriate policies were being applied
- Led technical trainings for a team of 30 people located locally and internationally
- Utilized Microsoft Deployment Tool to reimage and deploy laptops and desktops to end users
- Resolved 1,600 ServiceNow tickets of many different types, including desktop support, VPN connectivity, and CRM system errors
IT Specialist @ Rutherford County Library System | Smyrna, TN (July 2021 - October 2023)
- Shifted 15 public-access machines from an internal domain network to a local workgroup for isolation and security purposes
- Researched and implemented a Spiceworks internal ticketing and inventory management system that is heavily utilized across 5 geographically distinct locations
- Acquired and installed upgraded computer hardware to reduce computer boot times by half, drastically increasing availability of public resources for the community
- Designed and developed an automated script to enable staff to easily resolve public printing issues with the click of a button
- Implemented a cloud-printing solution that allows patrons to submit print jobs from off-site and pick them up from one of 3 locations
IT Administrator @ MaxSteel Buildings, LLC | Murfreesboro, TN (June 2020 - July 2021)
- Established and maintained a VoIP network by researching, purchasing, installing, and configuring a SOHO router and 30 VoIP endpoints to allow for seamless communication with clients and vendors
- Migrated a critical database from legacy hardware to a Network Attached Storage solution to remove database access restrictions of 10 concurrent users and enable a strict and consistent backup policy
- Designed and developed macros implemented into the company’s Excel-based order forms to reduce price change timelines from 2 weeks to 2 days
- Documented ongoing responsibilities, processes, and projects for future IT staff and administrators
Technical Lead @ Encore (Formerly PSAV) | Nashville, TN (July 2018 - June 2020)
- Led a team of 7 people from diverse backgrounds to successfully host, produce, and execute live events including charity galas, music industry conferences, and songwriting rounds
- Executed the setup and removal of live audio and visual equipment from large ballrooms while working under time constraints as short as 1 hour
- Created, updated, and maintained crucial infrastructure documentation that included network ports, IDF locations, and circuit layouts for the event space and surrounding areas