IT Operations Technologist at VA Acquisition Academy (Federal)

Sole real-time technical point of contact during live federal training sessions, resolving login, connectivity, and platform issues without interrupting instruction. Manage breakout room configuration, multimedia setup, and attendance tracking across simultaneous classes; escalate high-priority incidents through structured Microsoft Teams workflows to ensure fast resolution and continuity.

Help Desk Specialist III at ATLAS Business Solutions (Intuit)

Resolved 50+ incidents daily using ServiceNow; maintained SLA adherence; conducted live Zoom sessions for remote mediation; managed Active Directory access issues in a high-volume enterprise environment — including password resets, authentication failures, account lockouts, and access modifications — while keeping change documentation up to date in ServiceNow. Created and maintained internal knowledge base articles; coordinated real-time handoffs and escalations with engineering teams via Slack.

IT Specialist III at NEC America (7-Eleven)

Supported live POS environments for one of the largest US retail chains, ensuring minimal downtime during system transitions. Administered Active Directory accounts and access controls; maintained daily operational reporting databases using SQL; tracked and resolved incidents using ServiceNow across a distributed support team. Provided post-upgrade support during hardware refreshes and system migrations, maintaining stable production environments.

Customer Support Representative at Ooma Office

Provided inbound customer support for business VoIP clients in a call center environment, including service for WeWork-affiliated businesses. Handled account inquiries, service troubleshooting, and escalations in a high-volume setting.

IT Support Technician at Riverfy

Provided full-spectrum IT support for a CPA firm environment, serving as the primary technical resource for staff and systems. Administered Active Directory; maintained Citrix server infrastructure; performed maintenance and support for legacy QuickBooks and Lacerte tax software servers; deployed and managed endpoint scripts via Continuum RMM; designed and maintained Cisco Meraki network environments including AP placement, network configuration, and on-site testing and validation.