“No man ever steps in the same river twice, for it’s not the same river and he’s not the same man.”
- Heraclitus
Lead IT Project Engineer
Run Business Solutions (Runbiz)
2019 - 2020
Consult, design, scope, manage, and conduct IT projects for clients with multi-site locations in various business sectors such as legal, oil & natural gas, water conservation, finance, healthcare, and higher education. Optimistically consult with key leadership, board members, shareholders, and stakeholders about the business needs and pains of given network and server systems, architect and scope solutions. Explore solutions in discussion or presentation for difficult to understand concepts in easy-to-understand language for individuals with non-technical backgrounds.
Enthusiastically install, maintain, and monitor networks, servers, and line of business applications for clients using tools such as Layer 2 & 3 switches, RADUIS, VLANs, Intrusion Detection & Prevention, Wireless Security, Wireless P2P, IPsec and L2TP VPN, Client-side SSL VPN, and others while maintaining confidentiality, integrity, and availability.
Script and automate using PowerShell, Bash, VBS, Robocopy, ICACLS, Cisco IOS and other applications to automate and log routine tasks such as backups and data migration for security log review. Build, upgrade, and maintain existing and new network circuits while providing availability to locations and customers remote using High-Availability Firewalls, Switches, and Server Clustering with regular security audit and patch review.
Develop and maintain operating procedures for business continuity, disaster recovery, incident response, and risk assessment. Identify and respond to changing security requirements such as TAC 202 and Texas DIR, NIST, HIPPA, PCI, and other regulatory agency requirements for specific industries. Foster and train a diverse and inclusive community of new and current team members to think critically, assess effective solutions, and innovate across all service delivery areas. Maintain effective and up-to-date documentation of all network aspects.
Frequent travel to customer locations, monitor for and respond to critical alerts and outages 24x7 365. Maintain and coordinate on-call rotation of helpdesk and engineer personnel. Monitor, investigate, and resolve network abnormalities and fluctuations.
Adapt to market trends and best practices within the industry space. Delegate and isolate specific time for training and discovery of new tools, methods, certifications, products, vendors, and applications.
IT Support Technician
Run Business Solutions (Runbiz)
2019 - 2020
Provide and remote technical support troubleshooting hardware and software including: PC's, laptops, servers, printers and LAN/WAN equipment.
Ensure smooth operation of Microsoft family software solutions including Windows 7, Windows 8, Windows 10, and Server OS's as well as the Office Suite line of applications.
Handle high volumes sometimes of concurrent requests
Create, edit, update, delete, knowledge base of internal documentation.
Work across multiple departments and coordinate resources to ensure timely issue resolution in both a proactive and reactive stance.
Network Associate
West Texas A&M University Department of IT
Conduct support for and maintain campus networks that include cabling, switching, planning, and routine maintenance. Deploy enterprise-level equipment for new and existing facilities such as the new Buffalo Stadium, the first college stadium in the United States to deploy high-density Wi-Fi 6 with the new 802.11ax standard. Use enterprise tools such as Cisco IOS, and Extreme XOS to set up, configure, update, and maintain equipment for IDF/MDF environments using wireless APs, cameras, switches, and telephones.
Monitor gameday network usage and respond to abnormalities or issues with coordinated and rapid response. Lead team of student volunteers and part-time helpdesk staff in coordinating gameday network support for guests, vendors, and media.
Represented WTAMU and Extreme Networks during Superbowl LIV in Miami, FL by providing premier gameday network support to fans, staff and vendors.
Advanced Repair Agent
Best Buy Geek Squad
2016 - 2019
Provide support for all department operations. Deploy solutions to intricate and complex customer needs such as designing and deploying networks for large residential and commercial businesses, computer and ransomware removal, and data recovery. Manage a high volume of tickets comprising various computers, smartphones, tablets, IoT devices, and other misc. electronics, with changing and competing priorities.
Frequently update customers and work with a team to maintain a well-documented database of repair and interaction history. Track and update system inventory, and ensure paperwork is compiled correctly to maintain compliance with PCI and HIPPA.
De-escalate conflict between customer expectations and needs while maintaining equanimity. Adapt to consumer market trends.
Support Technician
Westgate Computers
2014 - 2016
Conduct repairs on Microsoft Windows, Android, and Apple macOS/iOS devices.
Follow manufacturer policies and RMA defective devices and components.
Build in bulk or by design desktop computers, use cases including business, engineering, gaming, and servers.
Conduct technical repairs on Apple Products such MacBook Pro, iMac, Mac Mini, iPad, and iPhone.
Provide support and instruct users on using Apple products and software such as iCloud, Pages, Keynote, iMovie, GarageBand, etc.…
Follow manufacture instructions and use Apple tools such as Mac/Mobile Resource Inspector (MRI) and Global Service Exchange (GSX).
Provide support for clients using Microsoft Office suite of programs including Office, Windows 7, 8, and 10.
Intern
Cat-Man-Du
2013 - 2014
My first job, Intern promoted to support technician. Answered client calls and provided hardware and software support over the phone and in person.
Learned soft skills and internal communication methods such as email, slack, WebEx, etc...
