Technical Support Specialist | IT Support Technician | Tier 1 – 2 Analyst

I am a highly disciplined and agile Technical Support Specialist with 10 years of experience in challenging Department of Defense maritime logistics roles, combined with over 8 months of direct SaaS platform support experience. I apply in-depth knowledge of web architecture, API troubleshooting, and scripting languages such as JavaScript, Python, and SQL to precisely troubleshoot platform issues, provide detailed bug information to engineering teams, and communicate complex system limitations to non-technical customers.

Throughout my career, I have demonstrated the ability to perform under intense pressure in mission-critical roles while maintaining strict security protocol compliance. I am experienced in ticket triaging, incident resolution, root-cause analysis, and SLA compliance, ensuring high-quality support and customer satisfaction.

I have worked extensively with various systems including Windows, macOS, and basic Linux CLI, and I am proficient in networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi diagnostics. My administration skills include Active Directory, Entra ID, Office 365 Admin, and Intune/Endpoint Manager.

In my current role, I design Jira ticketing workflows and bug-triage processes for SaaS platforms, conduct API and UI testing using DevTools and Postman, and collaborate closely with developers to confirm software defects and speed up fixes. I also handle technical onboarding for beta users and author SOPs, implementation guides, and knowledge base articles to support Tier 1 operations.

Previously, I served as a Civilian Merchant Mariner and Operations specialist with the Military Sealift Command, where I executed high-volume logistical operations in high-pressure maritime environments, maintained strict compliance with Department of Defense security standards, and held an active Secret Clearance for a decade. I coordinated across cross-functional teams to ensure uninterrupted 24/7 shipboard operations during global deployments.

I am seeking Application Support or Implementation Specialist positions where my operational discipline, technical depth, and clear communication can directly impact customer outcomes. I am committed to continuous learning and recently completed a Full Stack Web Development program focused on systems logic and architecture to further enhance my technical skills.