Professional Summary

Core Competencies

Professional Experience

• Lead multi-tiered technical support operations (L1-L3) serving operators nationwide, ensuring rapid resolution of critical system issues
• Collaborate with development teams using ITIL and Agile methodologies to track bug resolution and feature implementation
• Serve as primary technical writer for development team, creating comprehensive documentation and SOPs
• Manage cross-functional communication between development teams to coordinate bug tracking and resolution efforts
• Lead SOP modernization initiative with team of 4 agents, improving operational efficiency and knowledge transfer

• Founded IT consultancy serving small businesses and residential clients in Hilton Head and Bluffton communities
• Deliver comprehensive IT solutions including software development, secure network installations, and remote monitoring
• Provide strategic IT consulting to help small businesses scale infrastructure and optimize technology investments
• Maintain 100% client satisfaction through responsive service and transparent communication

• Managed offshore team of 10+ support agents, delivering enterprise-level listener support for digital streaming platform
• Orchestrated bug reporting, escalation workflows, and cross-team coordination using ITIL and Agile frameworks
• Spearheaded successful Phase Two platform launch, coordinating technical operations across multiple stakeholder teams
• Implemented comprehensive documentation system using Confluence and Zendesk, reducing ticket resolution time by 30%
• Conducted QA testing for iOS and Android applications using Proxyman, identifying critical bugs pre-release
• Monitored platform health via DataDog dashboards and Domo metrics, proactively addressing performance trends

• Managed complete server infrastructure including ZyWall firewall and UniFi network stack configuration
• Administered Jamf MDM for Mac and mobile device fleet, implementing patch management and software deployment
• Maintained FileMaker Pro database environment and VMware/vSphere virtualization platform

• Provided enterprise IT support for 150+ employees across 4 office locations
• Implemented DATTO RMM services and automated deployment scripts, improving system provisioning efficiency
• Led migration from local file server to Egnyte cloud storage solution
• Administered Windows Server environment, vSphere virtual machines, and Veeam backup infrastructure
• Championed company-wide multi-factor authentication rollout and enhanced password security policies

• Delivered comprehensive T1-T3 support for Active Directory environment serving 200+ employees
• Managed enterprise PC upgrade project for 200+ workstations using SCCM
• Supported major office relocation, ensuring minimal business disruption

• Supported 500+ employees across macOS, Windows 7/10 platforms with Active Directory management
• Deployed and managed workstations using Clonezilla, DeployStudio, and Absolute Manage RMM
• Administered Avaya phone system and Exchange server for enterprise email infrastructure

Education & Professional Development

Technical Skills