Professional Resume

Professional Summary:

Dynamic and seasoned IT professional with over three decades of experience in systems administration, technical support, and infrastructure management. Proven track record in managing large-scale Windows server environments, providing robust desktop support, and leading critical IT initiatives across various sectors. Currently expanding expertise into AWS web hosting and cybersecurity, backed by ongoing certification efforts. Brings a strong foundation in managing complex IT systems coupled with a forward-looking approach to emerging technologies and security practices. Skilled in optimizing IT operations, ensuring system security, and enhancing user experiences, with a passion for embracing the evolving landscape of cloud services and cybersecurity.

Career Objective:

To leverage my extensive background in IT infrastructure and support in a challenging role focusing on AWS web hosting and cybersecurity engineering. Aiming to contribute to innovative cloud solutions and robust security strategies while continuing professional development in these domains. Eager to join an organization where I can apply my technical skills and evolving expertise in cloud computing and cybersecurity to drive digital transformation, enhance system security, and support business objectives in a technologically advancing landscape.

Current Certifications:

  • AWS Certified Cloud Practitioner

Experience:

Infrastructure Engineer
Web Technology Company
Kansas City, Missouri, United States (Remote)
October 2019 – Present

  • Expertly managed a vast network of over 1500 Windows servers, leveraging SCCM, SCOM, and a range of system administration tools to ensure optimal performance and security.
  • Successfully led the deployment of Microsoft Intune for 1000+ desktops, streamlining device management and enhancing remote workforce capabilities.
  • Administered SCCM for 200+ Windows 10 workstations, ensuring efficient software distribution and system updates.
  • Provided comprehensive support for 70 MacBook Pro devices running MacOS, demonstrating versatility in a multi-platform environment.
  • Coordinated monthly Windows and third-party patch management across the company, maintaining system integrity and compliance.
  • Administered communication tools such as Zoom and Cisco Jabber, facilitating seamless remote collaboration for employees across 12 state offices.
  • Spearheaded the rollout of Microsoft Intune for the management of 1500+ remote devices, significantly improving remote device management and security protocols.
  • Offered advanced second-tier desktop support and served as the lead AV technician at the corporate headquarters, addressing a wide range of technical issues and needs.
  • Led annual hardware refresh projects and managed equipment disposal processes, ensuring technology updates and environmental responsibility.

User Support Specialist
Law Firm
Albuquerque, NM
September 2014 – April 2019

  • Served as a primary help desk and desktop support resource for over 150 users across Albuquerque and Santa Fe locations.
  • Played a crucial role in managing tape backups of company data, ensuring data integrity and security.
  • Expertly created, tested, and deployed Windows 7 and Windows 10 images using VMware Workstation and Microsoft Deployment Tools, enhancing system efficiency and user experience.
  • Led annual hardware refresh projects, efficiently managing the lifecycle of IT equipment from procurement to disposal.
  • Demonstrated strong problem-solving skills in providing timely and effective support for a diverse range of technical issues, improving overall user satisfaction and productivity.

Desktop Support Technician (Contract)
Hospital / Health System
Albuquerque, New Mexico, United States (On-site)
March 2014 – September 2014

  • Provided dedicated on-site desktop support and tier 2 technical assistance across local hospitals and clinics, as part of a contracted IT services team.
  • Addressed and resolved a wide range of technical issues involving desktops, laptops, printers, and various applications, enhancing user productivity and system functionality.
  • Skillfully troubleshot and resolved complex technical problems escalated from the tier 1 help desk, demonstrating advanced problem-solving abilities.
  • Conducted routine updates and maintenance for Windows desktop environments, ensuring optimal performance and security.
  • Assisted in the onboarding and offboarding processes for desktop users, streamlining transitions and maintaining system integrity.
  • Utilized strong customer service skills to deliver high levels of end-user satisfaction, effectively communicating and resolving issues in a high-pressure healthcare environment.
  • Provided critical after-hours support for IT infrastructure, ensuring continuous operation and rapid response to urgent issues.
  • Collaborated closely with hospital IT teams to optimize desktop environments, contributing to enhanced user experiences and more efficient IT operations.

System Administrator
Architecture Firm
Kansas City, Missouri, United States (On-site)
December 2010 – December 2013

  • Developed and maintained a standardized Windows 7 desktop image for efficient deployment across laptops and desktops, utilizing Microsoft Deployment Tools.
  • Administered a diverse range of systems and platforms, including Windows Server 2003/2008/2008R2/2012, VMware, and Exchange 2010, as well as Windows 7 and 8 environments.
  • Managed Mac OSX systems and hardware, showcasing versatility in handling both Windows and Mac environments.
  • Provided specialized daily support for Autodesk architectural design software, including AutoCAD, Revit, and 3DS Max, catering to the specific needs of architectural professionals.
  • Ensured optimal system performance and reliability, contributing to the smooth operation of design and administrative functions within the firm.
  • Played a key role in system updates and troubleshooting, enhancing overall IT infrastructure and user experience.

Application Administrator
Large Law Firm
Kansas City, Missouri, United States (On-site)
March 2008 – December 2010

  • As the SCCM administrator, utilized advanced expertise in System Center Configuration Manager to manage the distribution of updates and software to end-user computers across the enterprise.
  • Traveled extensively, up to 50% of the time, to provide on-site support during major software rollouts, system upgrades, and new software implementations, demonstrating commitment and flexibility.
  • Led the implementation of Microsoft Deployment Tools (MDT) servers at branch offices, resulting in significant cost savings by reducing the need to ship reimaged PCs.
  • Streamlined and automated software deployment processes across the organization through proficient use of SCCM and MDT, enhancing operational efficiency.
  • Played a pivotal role in various on-site project leadership roles, executing technical tasks hands-on to drive major initiatives that improved system stability, security patch compliance, and ultimately end-user productivity.

System Administrator
Web Hosting Company
Kansas City, Missouri, United States (On-site)
March 2007 – March 2008

  • Managed critical production environments in a large web hosting data center, leveraging extensive expertise in Windows Server and IIS.
  • Oversaw the full server lifecycle, from initial implementation to conducting regular health audits, ensuring optimal performance and reliability.
  • Administered a vast array of physical servers within the expansive data center, maintaining high standards of operational excellence.
  • Orchestrated major IT initiatives, including site migrations, new customer deployments, and load balancing configurations, to optimize server performance and efficiency.
  • Utilized strong technical skills and project management abilities to ensure optimal uptime, robust security, and high responsiveness for hosted customer web presences.
  • Collaborated closely with support teams to swiftly address and mitigate issues, playing a key role in enhancing the infrastructure supporting thousands of business-critical websites.

System Support Specialist (Lead Technician)
Large Law Firm
Kansas City, Missouri, United States (On-site)
November 2004 – March 2007

  • Provided technical leadership and supervision as the lead technician in a high-demand legal industry call center.
  • Managed call statistics and set performance expectations, coaching a team of 8 technicians to deliver exceptional customer service.
  • Acted as the primary point of escalation for third-tier support, leveraging deep technical expertise to resolve complex IT issues efficiently.
  • Collaborated closely with management to oversee daily operations, ensuring smooth and effective support processes.
  • Spearheaded the implementation of new technologies and strategies to continuously enhance support delivery and operational efficiency.
  • Played a pivotal role in optimizing team productivity and achieving high user satisfaction rates through effective team leadership and technical knowledge.

Information Technology Specialist
Law Software Company
Albuquerque, New Mexico, United States (On-site)
May 2002 – July 2004

  • Delivered comprehensive IT support, managing an array of technology components including hardware, software, networks, phone systems, and relational databases for both internal and external customers.
  • Expertly handled data conversions and utilized remote access tools to assist external users with transitions and onboarding to the case management system.
  • Authored and regularly updated technical documentation for the proprietary case management platform, enhancing customer understanding and facilitating smooth deployments.
  • Applied a broad technical skillset and customer-focused approach to effectively troubleshoot diverse issues, guide system conversions, and improve self-service resources.
  • Collaborated closely with cross-functional teams, including development, quality assurance, training, and support, to ensure seamless technical implementations and provide ongoing assistance for the mission-critical case management system.

Technical Support Specialist (Desktop Support)
Hospital / Health System
Albuquerque, New Mexico, United States (On-site)
May 2001 – May 2002

  • Delivered exceptional customer service in a hospital environment, providing frontline desktop support to nurses, doctors, and healthcare staff.
  • Addressed a wide range of technical queries, including issues related to computers, hardware, software, and various applications, ensuring minimal disruption to healthcare services.
  • Actively assisted in a major Windows 2000 file and print sharing upgrade, significantly improving collaboration and productivity across the hospital.
  • Employed a patient-focused approach, leveraging technical expertise to empower clinical users and ensure the seamless operation of digital systems.
  • Played a key role in driving technology adoption and optimization within the complex, fast-paced setting of the healthcare sector, utilizing both customer-centricity and technical acumen.

Technical Manager (Contract)
Intel Corporation
Rio Rancho, New Mexico, United States (On-site)
May 1998 – November 2000

  • Progressed through a series of escalating roles, starting as a Desktop Support Technician, advancing to Senior Technician with project leadership responsibilities, and culminating in a site management position.
  • Conducted comprehensive training for classes of 20-30 new users weekly, covering hardware, software, and laptop use policies, demonstrating strong instructional abilities.
  • Provided critical Help Desk support and managed daily systems administration tasks, ensuring efficient and effective IT operations.
  • Gradually assumed increased responsibilities in managing IT projects, overseeing asset management, and leading onsite staff, showcasing effective leadership and organizational skills.
  • Leveraged my growing technical expertise and effective training skills to take on additional leadership roles, significantly contributing to the professional development and productivity of the team.
  • Focused on detail-oriented knowledge sharing and onboarding processes, optimizing end-user productivity and streamlining the integration of new employees into the corporate environment.

U.S. Air Force
Programming Specialist
Hickam AFB, HI; Osan AB, South Korea
July 1991 – March 1996

  • Linux System Engineer (South Korea): Led the deployment and integration of Sun Linux systems for the Contingency Air Planning System (CTAPS), significantly enhancing air mission planning and execution capabilities. Collaborated in a cross-functional team to build, customize, and maintain high-performance Linux systems, ensuring reliability and compliance with military standards.
  • COBOL Programmer (Hickam AFB, HI): Tasked with bug fixes and enhancements in a critical payroll system, demonstrating a strong grasp of COBOL programming and debugging. Applied analytical skills to identify and resolve complex software issues, improving system accuracy and efficiency.
  • FoxPro Project Initiator (Hickam AFB, HI): Initiated and led the development of a military postal system application using FoxPro. Despite the project’s eventual discontinuation, this role highlighted my capabilities in project management, software development, and creative problem-solving under challenging circumstances.