Professional employment

Service Desk experience.
Infrastructure foundations.

Employment responsibilities are presented separately from personal laboratory projects. Dates and role descriptions follow the current repository resume.

Service Desk Technician · Logicalis

Apr 2024 – Present

MSP support for enterprise clients

Provide enterprise service desk support across client environments, including Active Directory account management, password resets, new-user provisioning, permissions, Windows and application troubleshooting, and connectivity support. Triage and manage incidents and service requests using Ivanti, Jira, and ServiceNow; document resolutions and knowledge base articles, and coordinate Tier 2/3 escalations. Support healthcare applications including Epic, MyChart, and Vocera. Responsibilities reflect support-role access rather than unrestricted systems administration.

Service Desk Representative / Team Lead · Insight Global

Oct 2022 – Jan 2024

End-user support and team leadership

Technical troubleshooting, customer communication, ticket ownership, escalation support, and team coordination.

IT Technician · Completeful Technologies

Feb 2022 – Jun 2022

Sole IT administration and startup infrastructure deployment

Joined during the launch of a new drop-shipping company and served as the primary internal IT resource. Built and configured the initial on-premises Windows environment, including Windows Server and Active Directory Domain Services, user and group administration, authentication, policy, and workstation integration. Also configured Cloudflare DNS and the company’s Microsoft 365 environment, then handled day-to-day IT support and administration after rollout.

Technical Support · Hughes Network Systems

Sep 2021 – Feb 2022

Connectivity troubleshooting

Customer-facing network and technical support.

Help Desk · Remington College

Dec 2019 – Apr 2021

Academic IT support

Help desk support while completing an A.S. in Computer Science – Database Administration.