Professional Summary
Entry-level IT professional with experience in Tier 3 support, system deployment, and troubleshooting. Proven ability to manage end-user services and lead projects using tools such as Azure, DevOps, and ServiceNOW. Committed to security compliance, providing thorough documentation, and process innovation.
Professional Experience
Tier 3 PC Support Technician – Pearl River Technologies / Leidos
Stennis Space Center, MS | August 2023 – Present
- Troubleshoot remote or walk-up incidents, manage customer data migration/recovery, hardware repairs/replacements, and driver support.
- Responsible for local/deskside deployments of computers and mobile devices, as well as assisting with hardware repair within the Repair Distribution Center.
- Manage objects and group policies through AD and Microsoft Entra Privileged Identity to support end user services by performing administrative tasks.
- Utilize services such as ServiceNOW, MobileSense, Radar RECON, Apple Business Manager, Azure, MyID, and Bomgar BeyondTrust to aid in the research, troubleshooting, and deployment of systems.
- Provide detailed documentation of troubleshooting and resolutions within SLA periods.
- Lead the MDM migration project at Stennis from IBM MaaS360 to Microsoft Intune, successfully migrating employees over the span of 4 months using Azure Entra ID and MyID Client to provision group policies and reset authentication methods.
- Image computers/phone for day-to-day use within compliance to all security policies.
- Sanitize/wipe computers and mobile devices in accordance to DOJ standards.
- Integrated autonomous functions using Power Automate to enhance user experience when scheduling appointments and providing crucial information about their assets.
- Lead mobility procedures such as remote wipe/profile retirement, phone lock removals, managing activation locks, app and OS installations/updates, cellular service transfers, and assisting users with SSO and encryption.
- Assist in the creation of knowledge base articles and processes for common and uncommon issues for mobility and compute incident resolutions.
- Manage service plans, device activations, number porting/forwarding, and SIM card provisioning on mobile devices.
- NAC Console security plan admin, adding and removing devices allowed to have a secure connection to on-site network.
- Mentorship alongside RADAR engineering team to work through automation processes and learn navigating through DevOps with a sprint tailored to bringing currently self-implemented automated processes using Power Automate to an agency-wide level. Skills being developed during this mentorship include DevOps, PA, scripting, Scrum, development workflow, Git, Visual Studio Code, change advisory board presentations, data/report pulls, and development process documentation.
Advanced Repair Agent – Best Buy / Geek Squad
Slidell, LA | February 2023 – August 2023
- Troubleshooting and repairing client hardware and software malfunctions and implementing preventative measures for issues to cease reoccurrence.
- Performing regular updates and diagnostics to client devices such as operating system repairs and removing viruses/malware.
- Ensure consistent documentation of troubleshooting steps and results to convey to customers in a professional manner.
- Handling client data and protecting data privacy.
- Repair iPhones as an Apple certified technician.
Quality Assurance Tester – Testronic Labs
New Orleans, LA | February 2022 – October 2022
- Thoroughly test provided games for defects to ensure a smooth gaming experience.
- Execute comprehensive test plans covering gameplay, interfaces, controls, and hardware optimizations.
- Perform regression and compatibility tests to maintain standards in quality.
- Use JIRA to document and log defects, bugs, and glitches for cross-functional teams across the globe and offer insights for ideas and improvement.
Computer Repair Technician – The Computer People
Slidell, LA | April 2021 – July 2021
- Diagnosed and repaired hardware and software issues across various systems.
- Provided exceptional customer service by providing clear explanations of known issues and repair options.
- Collaborated with a small team to troubleshoot complex problems.
- Manage inventory and order replacement parts while maintaining proper records.
- Educated customers on computer usage, critical maintenance, and security measures to ensure data privacy.
Intern – Southeastern Louisiana University
Hammond, LA | November 2019 – August 2020
- General Manager and Assistant Web Developer for outreach "Esports" team for local low-income schools for young kids.
- Instructor for programming camp “Lion’s Code” to expose young students to the STEM field and future career paths.
- Assisted in LEGO Robotics club for students between 6th and 8th grades to introduce teamwork skills and STEM education.
Intern – Operation Spark
Mandeville, LA | June 2018 – July 2018
- Analyzed student learning patterns and capabilities to further their ability to obtain and retain knowledge on programming topics.
- Designed and executed unique and interactive lesson plans for HTML, CSS, and Javascript fundamentals for future web development.
- Monitored student progress throughout the class and provided feedback for areas of improvement and organized coding challenges tailored to individual student needs to ensure full understanding.
- Fostered an all-inclusive environment for students and maintained classroom resources.
- Demonstrated life lessons related to programming such as note taking skills and how to research specific topics to find solutions.
Education
High School Diploma – Northshore High School, Slidell, LA (2015–2019)
Earned credits toward Computer Science degree – Southeastern Louisiana University (2019–2020)
