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Resume

Detail-oriented systems implementation specialist and technical writer within an enterprise environment. Dedicated to improving processes and relationships between end users and IT departments.
Resume
Photo by Paul Hanaoka / Unsplash

Key Achievements

  1. Active Directory + Entra ID + Microsoft 365 administration.
  2. VMware Horizon + VMware Workspace One deployment and management.
  3. Educational content authoring + Standard Operating Procedure maturing.
  4. Business process enhancement + functional cost-cutting decision-making.
  5. Best-practice security operation + risk assessment.

Experience

Technology and Systems Consultant

iCorps | January 2022 – Present | Woburn, MA

  1. Implement and Deploy Microsoft AutoPilot and Microsoft Endpoint Manager with Intune to prepare the client for a hardware refresh cycle.
  2. Reduce capital expenditures for a client regarding mobile device management. Reduced expenses by $900,000 per year. Improved device deployment, adoption, and management.
  3. Reduced ticket backlog by over 90% in 30 days, decreasing mean-time-to-resolution by three to six months on average.
  4. Developed and implemented client-tailored technical documentation to expedite client operations.
  5. Remediate Azure Virtual Server and Desktop issues to improve performance and stability.
  6. Proactively monitor and manage security and network configurations.

Subject Matter Expert

Freedom Learning Group | April 2021 – Present | Remote

  • Projects
    • CompTIA Security+: Authoring, quality assurance.
    • CompTIA Cloud+: Authoring, quality assurance.
    • CompTIA CASP+: Authoring, quality assurance, course revision, performance-based authoring.
    • CompTIA Data+: Authoring, quality assurance.
    • CompTIA PenTest+: Authoring, quality assurance, performance-based authoring.
    • CompTIA Project+: Authoring.
    • CompTIA Network+: Course revision
    • CompTIA A+: Authoring, quality assurance, course revision, performance-based authoring.
    • CompTIA CySA+: Authoring, quality assurance, performance-based authoring.
    • CompTIA Linux+: Authoring, quality assurance, course revision.
    • Cengage Ethical Hacking: Authoring, course revision.
    • CompTIA Data Systems: Performance-based authoring.
  • Maintenance
    • Assisting in clarifying or revising questions and content for CompTIA CertMaster Courses.
    • Revising and testing CertMaster Lab products to limit roadblocks for learners.
    • Triage CompTIA TestOut platform issues via Jira.
  • Training
    • Accessibility.
    • Instructional Design.

IT Technician (Tier II)

Northland | November 2018 – December 2021 | Newton, MA

  1. Designed and matured Help Desk team procedures to standardize support and to train co-managed IT Service Provider. Authored 40+ Knowledge Base Articles.
  2. Implemented VMware Horizon 7 VDI environment to replace existing aging Windows RDS environment, improving on lessons learned from the former environment. Deployed 50+ Thin Client devices.
  3. Successfully improved employee onboarding/transfer/separation procedures to process 150+ requests successfully.
  4. Effectively implemented Microsoft AutoPilot and VMware Workspace ONE device management system, integrating hardware vendor into imaging and device set up process, allowing the successful completion of 250+ device refresh project.
  5. Partnered with other business units to successfully stand up five new remote leasing offices, coordinating hardware orders, deliveries, and set-ups.
  6. Remotely remediated computer and network issues at 80+ offices, limiting downtime and problematic issues.

Technical Support Specialist (Tier I)

Fairoaks IT | November 2015 – October 2018 | Franklin, MA

  1. Collaborated with 50+ clients to successfully integrate SonicWALL hardware firewalls into their infrastructure, including VPN for remote employees.
  2. Deployed and remediated 900+ Symantec endpoint environment, including migration from SEP SBE to SEP Cloud.
  3. Migrated, set up, and managed 50+ Office 365, GSuite, and legacy-POP tenants.
  4. Successfully audited and revamped Solarwinds N-central to deploy and patch a 700+ Windows device environment properly.
  5. Developed detailed procedures and manuals to aid in internal training, process management, and quality control.
  6. Deployed, automated, and maintained 40+ Axcient/eFolder Replibit-based backup systems, aiding clients' server and file recovery efforts.

Business Development Representative II

AppNeta | September 2014 – May 2015 | Boston, MA

  1. Developed prospect pool for Account Executives.
  2. Produced short use-case material through the use of Selenium scripting.
  3. Produced web performance reports to aid Sales Executives
  4. Proactively developed a Sales Binder to help build sales skills.
  5. Self-taught programming languages (PHP, Ruby) to better understand the industry.

Xi Phi Chapter President

International Fraternity of Delta Sigma Pi | August 2011 – December 2013 | Boston, MA

  1. Reinvigorated membership activity, increasing footprint on campus.
  2. Developed partnerships with corporate organizations allowing the development of multiple professional and academic events for university students and organization membership.
  3. Formed inter-organizational partnerships, brought together other campus organizations to participate in multiple events, helped promote other organizations' events.
  4. Hosted events, providing access to college students for professional organizations and speakers.
  5. Hosted speakers and provided access to corporate tours of State Street for students.

Human Intelligence Collections Specialist

U.S. Army - 504th BfSB | July 2006 – July 2010 | Fort Hood, Texas

  1. Deployed to Afghanistan in support of U.S. Army Special Forces, ensuring quality intelligence reporting for mission success.
  2. Conducted mission threat assessments and operated an active base detention facility.
  3. Successfully implemented and managed site security through identification and biometrics collections of local, and national employees, aiding in lowering fraud and base threats.
  4. Conducted training for conventional Army engineer unit on biometrics systems.
  5. Held certification in up-armored vehicle operations, generator operations, and unit weapons armorer.
  6. Maintained local internet networks and maintained local computer equipment while deployed to Afghanistan.

Technical Certifications

Cybersecurity Professional Certificate

Google| November 2024

Cybersecurity training with competencies in beginner-level Python, Linux, SQL, Security Information and Event Management (SIEM) tools, and Intrusion Detection Systems (IDS). Ability to identify common cybersecurity risks, threats, and vulnerabilities, as well as the techniques to mitigate.

Certified in Cybersecurity

ISC2| July 2024

This course relates to the foundational knowledge, skills and abilities for an entry- or junior-level cybersecurity role.

Elite Sifter Implementation Specialist

Red Sift| March 2024

This course is for successfully implementing and maximizing all of Red Sifts solutions (DMARC monitoring, brand monitoring, and certificate monitoring).

Elite Sifter Solutions Expert

Red Sift| March 2024

This course is for understanding and selling Red Sifts Platform.

Microsoft 365 Certified: Fundamentals

Microsoft | February 2022

This course is an introductory course in Microsoft 365 and the various systems that Microsoft 365 encompasses.

Certified Deltasig Leader (Tier II)

Delta Sigma Pi | July 2021 & July 2023

This course is an advanced leadership course for alumni holding volunteer positions within the fraternity.

Network Security Advanced Administration

SonicWall Inc. | May 2018

This course is an expert-level training and certification program that builds on the enterprise security skills learned in the Network Security Basic Administration course.

Network Security Basic Administration

SonicWall Inc. | August 2017

This course provides the skills to successfully implement and configure SonicWall firewall appliances and security services.

Microsoft Certified Professional

Microsoft | November 2016

This course provides skills to demonstrate real-world mastery of installing, configuring, managing, and maintaining Windows 10 core service.

CompTIA A+

CompTIA | February 2016

This course develops skills to demonstrate baseline security skills for IT support professionals, and how to support basic IT infrastructure and networking.

Education

University of Massachusetts Boston

Bachelor of Science (BS) | International Management | January 2011 – May 2014

  1. Activities and Societies: International Fraternity of Delta Sigma Pi, Sigma Alpha Pi Honors Society, UMass Boston Honors Program, Economics Minor
  2. Successfully rebuilt a small organization on campus into a thriving, self-sufficient group.
  3. Implemented multiple programs to aid fellow students to achieve success academically and professionally.
  4. Developed professional relationships with key groups on campus to build a more robust student culture on campus.
  5. Completed and presented senior honors thesis at the University of Massachusetts Amherst.

Volunteering

Sorting

Cradles to Crayons | January 2020

Helped to quality-check, sort, and package donations for distribution to children.

Tour Guide

Horizons for Homeless Children | April 2015

Brought under-privileged children on a tour of New England Aquarium in Boston.

Organizer

New England Center for Homeless Veterans | January 2013 and January 2014

Collected and delivered clothing donations to the Boston shelter.

Organizer

The Greater Boston Food Bank | January 2012 and December 2013

Sorted and categorized donated food for distribution to Boston area food kitchens.

Event Co-Host

Boston Area Coffeehouse Association | January 2012

Collected clothes around the Mansfield area for donation to homeless people.

Organizer

The Leukemia & Lymphoma Society | January 2011 and January 2012

Raised money for the organization.

Organizer

Project Bread | Sep 2011 and September 2012

Raised money in support of Project Bread