San Antonio, Texas, United States
I am an IT and Cybersecurity professional with 4+ years of experience spanning technical support, desktop engineering, systems administration, and AI/ML data annotation. I hold a B.B.A. in Cyber Security from UTSA, a CompTIA Security+ certification, and will complete Microsoft Azure Fundamentals (AZ-900) in May 2025. In my current role as an AI/ML Data Analyst, I support the training and optimization of Large Language Models (LLMs) through dataset labeling, prompt engineering, and quality assurance—helping refine AI systems for accuracy, scalability, and real-world performance. Previously, I delivered Tier 1–2 desktop support, assisting over 400,000 global users across secure DoD and Military Health Systems environments. My experience includes Active Directory administration, PKI certificate management, BitLocker encryption, HIPAA/PII compliance, and troubleshooting enterprise-scale outages. At UTSA, I provided frontline IT support and security incident response, mitigating malware, phishing, and network issues while conducting wireless site surveys to improve connectivity across campus. Earlier in my career, I served as a Technology Coordinator, managing infrastructure, implementing security hardening measures, and ensuring operational continuity in high-pressure environments. I excel at translating complex technical issues into clear solutions for both technical and non-technical users. Known for my adaptability in fast-paced environments, I thrive under pressure while maintaining security, compliance, and user satisfaction. I am actively pursuing opportunities in Cybersecurity (SOC Analyst, Cyber Defense, Security Operations), IT Infrastructure, and Technical Support, where I can combine my hands-on IT foundation with my cybersecurity training to protect systems, data, and users.
-Annotated, verified, and labeled large datasets to train and optimize Large Language Models (LLMs) and Natural Language Processing (NLP) systems. -Performed quality assurance (QA) and data validation to ensure accuracy, consistency, and compliance with project standards. -Reviewed AI-generated outputs, identified errors, and delivered actionable feedback to improve machine learning model performance. -Applied prompt engineering techniques to refine conversational AI responses and enhance customer experience (CX). -Conducted content moderation, editing, and linguistic review across multiple domains, including retail, e-commerce, and customer support. -Excelled in a fast-paced, dynamic environment, successfully managing shifting priorities, tight deadlines, and unexpected project assignments while maintaining high-quality results. -Provided mentorship and oversight for junior annotators, ensuring workflow efficiency and adherence to quality standards. -Collaborated with cross-functional teams, including data scientists, AI researchers, and product managers, to align deliverables with business objectives. -Utilized tools such as Microsoft Office 365 (Excel, Outlook, PowerPoint), annotation platforms, and content management systems to manage datasets and reporting. -Demonstrated expertise in data labeling, text classification, entity recognition, and intent detection to support AI/ML pipelines. -Ensured scalability and consistency of AI training data by maintaining productivity in repetitive, detail-oriented tasks.
-Provided IT desktop support for over 400,000 global clients within the United States Department of Defense and Defense Health Agency in hospitals and clinics worldwide, ensuring 24/7 availability. -Alerted management to recurring problems and patterns, escalating critical issues for resolution, and maintaining detailed documentation for knowledge transfer and future reference. -Conducted SME presentations on technical topics, including network outages and system best practices, and provided technical training on various systems and applications. -Diagnosed and resolved networking issues including IP configurations and DNS resolution, and managed complex system outages, including AWS cloud services and phone systems, ensuring minimal disruption. -Ensured compliance with HIPAA and PII regulations, while utilizing Public Key Infrastructure (PKI), digital signing, encryption, and authentication certificates for secure communications. -Interacted with network services, software system engineers, and application developers to troubleshoot and restore services, identifying and resolving core issues impacting users. -Managed user accounts, permissions, and access levels in Active Directory, handling password resets, BitLocker encryption, PowerShell scripting, and ActivClient smart card support for security and authentication. -Provided real-time support via phone, chat, and email, managing and resolving incidents through ServiceNow, and consistently meeting Service Level Agreements (SLAs), including speed to answer, first contact resolution, and aged ticket resolution. -Utilized Bomgar remote desktop software to troubleshoot and resolve software, hardware, and networking issues, including VPN connectivity, network drives, printers, browsers, and proprietary medical applications such as AHLTA, CHCS, Essentris, AVHE, and MHS Genesis.
- Delivered Tier 1 Technical support to over 34,000 students and 4,000 faculty/staff, ensuring smooth operation of campus-wide IT systems at one of Texas’ largest public universities. - Conducted wireless site surveys across multiple access points on UTSA’s main campus—measuring signal strength, bandwidth, and packet loss—to identify and resolve network performance issues. Efforts significantly enhanced wireless connectivity for classrooms, labs, and student areas. - Troubleshot and maintained a wide range of computing technologies, providing expert support across both hardware and software to faculty, staff, and students in a fast-paced, high-demand environment. - Configured and troubleshot user devices (laptops, mobile devices, desktops), ensuring seamless access to essential university systems—a role that reinforced best practices in identity and access management, mirroring principles used in enterprise cybersecurity. - Investigated and mitigated security incidents, including phishing, malware, and compromised accounts. Guided users through password resets, malware remediation, and threat containment—playing a key role in protecting institutional data. - Handled 100+ support requests weekly via ServiceNow and remote support tools, addressing issues such as Wi-Fi outages, Duo MFA problems, and account lockouts with a focus on timely resolution and high user satisfaction. - Administered and supported enterprise platforms such as Microsoft 365, Duo Administration, PeopleSoft, and ServiceNow. Provided licensing support, identity provisioning, and troubleshooting, contributing to system reliability and compliance across the university’s IT infrastructure.
- Communication: Developed strong communication skills, effectively communicating technical issues and solutions to non-technical staff and faculty clearly and understandably. - Data Privacy and Security: Follow strict data privacy and security guidelines in handling student and parental information, including credit card information, ensuring that all data is protected and kept confidential, and adhering to applicable data protection regulations, policies, and procedures. - Maintain the academy's technology infrastructure by overseeing software updates and maintaining student information in the taekwondo student management system. - Troubleshoot point-scoring applications for multiple tournaments in a high-stress environment with over 400 competitors resulting in a smooth experience for athletes and coaches. - Security Hardening: Implemented security hardening measures on the academy's technology systems, including configuring firewalls and establishing access controls to safeguard sensitive data. - Student Information Management: Accurately enter and maintain student information into the taekwondo place's database or student management system, including student names, addresses, contact information, medical information, and other relevant details, following established procedures and data privacy guidelines. - Supervising administrative tasks, such as scheduling classes, organizing equipment inventory, and sustaining financial records resulting in satisfied customers. - Systems Administration: Managed the academy's technology infrastructure, including overseeing software updates, managing user accounts, and maintaining backups to ensure data integrity.