I am a detail-oriented Desktop Support and Help Desk professional with hands-on experience supporting more than 200 users in fast-paced IT environments.
I have resolved over 100 tickets per month and maintained 99% endpoint uptime through consistent troubleshooting, clear communication, and strong follow-through.
My background includes Tier 1 desktop and break-fix support, Active Directory administration, Microsoft 365 support, and ticket management in ServiceNow and Freshdesk.
I also bring a security-aware mindset to support work, backed by CompTIA A+ and Security+ certifications and ongoing study toward a B.S. in Cybersecurity.
In addition to end-user support, I have practical experience with networking, malware removal, patch management, imaging and deployment, and mobile device support across Windows, macOS, iOS, and Android.
I am currently open to opportunities where I can contribute strong technical support skills, improve user experience, and continue growing in IT and cybersecurity.
Manage scheduling and dispatch for IT field technicians, handling 40-60 daily interactions via Freshdesk, phone, and email. Optimize technician routes and daily schedules to maximize billable appointments while minimizing drive time. Act as first point of contact for technical service requests and relay details via Slack for smooth client-to-engineer handoff. Track and resolve client inquiries in Freshdesk with accurate records and timely follow-up.
Operated and monitored production equipment, troubleshooting issues to maintain safe and compliant operations. Conducted routine equipment inspections, preventative maintenance, and quality checks using SPC systems.
Delivered Tier 1 desktop and break-fix support for 50+ computers, laptops, printers, and AV systems while maintaining 99% uptime. Resolved 100+ ServiceNow tickets monthly covering hardware, software, network connectivity, and authentication issues. Administered Active Directory user accounts, permissions, and Group Policy for 200+ daily users. Maintained network infrastructure and applied cybersecurity best practices, including malware scans and user security training, with zero major incidents.
B.S., Cybersecurity
Bachelor of Science in Cybersecurity, expected May 2026.
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