Efficient troubleshooting and support across enterprise desktops, users, and systems.
Skilled in Windows, macOS, and Linux configuration, maintenance, and issue resolution.
Strong understanding of DNS, DHCP, TCP/IP, and core network troubleshooting.
Experience with Active Directory, account provisioning, and secure access controls.
Clear, patient communication with a focus on user satisfaction and issue ownership.
IT professional with 18+ years of experience in end‑user support, desktop troubleshooting, and systems administration across Windows, macOS, and Linux environments. Certified in AZ‑900, Security+, A+, and ISC2 CC, with hands‑on expertise in endpoint security, system configuration, and technical issue resolution. Currently advancing skills through Network+ and CySA+. Seeking an IT Support or Desktop Support role to apply strong troubleshooting ability and support enterprise users and infrastructure.
• Delivered end-user IT support, resolving over 40 hardware, software, and access issues per month
• Managed system setup, domain configuration, and infrastructure troubleshooting
• Implemented endpoint security controls including MFA and system hardening, reducing incidents by 25%
• Delivered CMS deployments with SSL and security best practices, reducing vulnerabilities by 60%
• Supported 10+ users with training, troubleshooting and ongoing IT assistance
• Led the full redesign and CMS migration of henson.com, resolving legacy security and update issues—resulting in a 30% reduction in maintenance time.
• Implemented CMS hardening and secure deployment workflows to minimize risk and streamline updates across the site.
• Trained and assisted 15 internal team members on secure content management processes and new platform functionality.
• Optimized system integration by connecting the upgraded platform to 5 internal applications, improving workflow continuity across business units.
• Launched the enhanced site with improved UX and responsive design, resulting in a 40% increase in user engagement and a 50% reduction in search time for archived content.
• Supported IT infrastructure for a financial services firm, including system setup, troubleshooting, and computer hardware/software procurement.
• Designed and maintained the company’s primary website, improving site performance by 25% and enhancing usability by 20% through UX/UI upgrades.
• Built and implemented a centralized client database for 5,000+ records, improving operational efficiency and reducing manual administrative work by 20%.
• Developed content and IT documentation in collaboration with the business owner to support new service offerings, resulting in a 30% increase in lead generation.
• Furnished on-demand tech support and internal tools training to staff, improving system fluency and reducing tech related downtime.
• Supported users, resolved system/data issues, and handled ticket-based requests
• Worked with brokers, agents, and MLS teams to troubleshoot platform issues
• Assisted with platform updates, testing, and data validation
• Cyberhomes content integration with brokers, MLS, and other online portals managed by Cyberhomes.
• Taught a five-person team basic html, css and was promoted to supervisor after receiving positive feedback.
• Worked with the public relations team and the operations manager to plan high-profile entertainment and unique events (both on-site & off-site).
