Alpharetta, Georgia, United States
I'm an IT support professional with 7+ years of experience helping people get their technology working and keeping it that way. My background covers help desk support, hardware and software troubleshooting, VTC and AV systems, VOIP, and enterprise tools like Microsoft 365, Zoom, Box, ServiceNow, and ZScaler. I've supported large enterprise environments, worked directly with executives, and provided live technical support for virtual legal proceedings. I work independently, communicate clearly, and I don't leave problems half-solved. I hold a BA in Computer Networks from Oakwood University and I'm finishing an MBA in IT Management at Western Governors University.
Served as the on-site IT specialist embedded at a federal client location, accountable for end-to-end technical support across the full user population including executives, day-to-day helpdesk operations, VTC and AV systems, hardware lifecycle, and enterprise platform support across multiple sites. Supported a multi-site enterprise environment managing hardware installs, break/fix, and daily executive walkthroughs, reducing unresolved issue backlogs by keeping ServiceNow tickets consistently resolved at the local level before escalation was needed. Installed and maintained a full suite of VTC systems (Poly, DTEN, Neat) across conference rooms, resulting in reliable meeting infrastructure that executives and staff could operate with minimal IT intervention. Served as the local point of contact for enterprise platforms including Microsoft 365, Zoom, Box, and ZScaler/VPN, consistently resolving connectivity and access issues on first contact for both in-office and remote users.
Responsible for delivering real-time technical support for virtual legal proceedings, ensuring attorneys, court reporters, witnesses, and judges could connect and participate in live depositions without interruption. Maintained a consistent on-time session start rate by troubleshooting audio, video, and network issues in real time, often resolving problems within minutes of a proceeding going live. Managed a high-volume Zendesk ticket queue across dozens of daily sessions, keeping documentation thorough and response times short in a zero-tolerance-for-downtime environment. Built a reputation for staying calm and communicating clearly under pressure, becoming a go-to technician for the most complex or high-stakes sessions on the schedule.
Supported the IT department in managing the full device lifecycle and daily service desk operations for a professional services firm, accountable for user administration, hardware deployment, and end-user troubleshooting. Imaged and deployed a batch of new computers for incoming staff, cutting setup time per device by standardizing the imaging process across both Windows and macOS systems. Administered Active Directory and Citrix user accounts for the full employee base, ensuring accurate access provisioning with no lapses in permissions or onboarding delays. Resolved daily service desk tickets across hardware and software issues, maintaining consistent uptime for professional staff who depended on uninterrupted access to financial tools and applications.
Held an ongoing IT support role across four years, accountable for daily end-user support, infrastructure maintenance, and technology upgrades across multiple campus buildings. Ran Cat 6 and Fiber Optic cabling across campus buildings, expanding network coverage and improving connectivity for classrooms and administrative offices. Coordinated the rollout of a new printer/VOIP system across the organization, including user training that reduced support tickets related to printing issues after implementation. Managed Active Directory for all faculty and staff accounts over a four-year period, maintaining accurate records and consistent access without a single prolonged outage.
Brought in to support a range of IT infrastructure projects, accountable for device inventory, system deployment, backup implementation, and network expansion. Designed and stood up a full server backup environment using UrBackup from scratch, giving the organization its first reliable data recovery solution. Completed a company-wide device inventory that had not previously been documented, creating an accurate asset record used by the IT team going forward. Installed a new boardroom telepresence system and extended the network by building custom patch cables, delivering two infrastructure upgrades within a single internship term.