About me

IT support specialist with 15 years solving complex hardware, software, and network issues across healthcare, manufacturing, and MSP environments. Adept at installing and managing Windows PCs, Chromebooks, iPads, and peripheral devices; administering Active Directory and MDM platforms; and turning troubleshooting know-how into clear documentation and one-on-one training. Ready to deliver fast, courteous, and reliable support that keeps staff and students productive.

Take a look at my projects page to see how I've taken my passion to the next level. I have over 15 years of experience in the IT field, but I am looking to take my career to the next level too. On the project page, you will find projects that I have completed and others that are in progress, showcasing my skills as well as what I am actively learning.

Resume

Experience

Download my resume here!

  1. Baxters North America

    Group Service Desk Analyst

    East Bernstadt, KY 2021 — Current

    Support ~1,000 Windows endpoints across three U.S. plants and remote Azure AD-joined laptops in both the UK and Australia.


    Package and deploy 20+ applications through Intune, cutting new-device build time by half and eliminating image drift.


    Automate user life-cycle tasks with Power Automate and SharePoint, reclaiming ~6 staff-hours weekly.


    Author knowledge-base articles and configuration guides now used as global troubleshooting standards.


  2. NTT Data Services

    Senior Service Desk Analyst

    Location: Brookwood Baptist Medical Center Birmingham, AL 2016 — 2021

    Senior on-site support for a 600-bed hospital, supporting 2,000+ client devices and critical medical equipment.


    Restored lobby signage by converting 10 obsolete Intel Compute Sticks from Windows to a lightweight Ubuntu build, avoiding ~$7 k in replacement costs.


    Produced a “troubleshooting cookbook” and mentored two junior technicians, reducing average ticket time by 30 minutes.


  3. Venturenet

    IT Systems Technician

    Birmingham, AL 2014 — 2016

    Delivered managed services to 100+ SMB clients from an in-house data center offering co-lo, hosted email/PBX, cloud storage & compute, and managed backups.


    Built, imaged, and supported Windows & RHEL servers—physical hardware and VMware hosts—and 1,200+ end-user devices (desktops, laptops, scanners, specialty peripherals); delivered both on-site and remote troubleshooting.


    Coordinated ISP circuit provisioning and support tickets, giving clients a single point of contact for connectivity issues.


    Deployed hosted AV and spam-filtering solutions, sharply reducing malware incidents and email support calls.


  4. Installation and Service Technologies

    Field Service Technician

    Birmingham, AL 2010 — 2014

    Traveled >60 % across the Southeast installing and repairing Sonic Drive-In point-of-sale, CCTV, drive-thru, and kiosk systems.


    Pulled structured cabling, terminated cabling, and repaired out-of-support hardware without vendor documentation.


    Helped refine the nationwide roll-out of outdoor touchscreen kiosks, trimming on-site time by two hours per store.


    Provided remote support to distant sites and trained new technicians, lowering vendor dispatch costs.


Education

  1. ITT Technical Institute

    2007 — 2009

    Associate of Science in Computer Network Systems

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