Profile
IT professional and U.S. Army veteran with a track record in enterprise DoD and federal environments. Skilled across system administration, technical support, and workflow automation on classified and unclassified networks. Known for bridging hands-on technical execution with clear cross-functional communication — and for building the documentation, processes, and escalation paths that actually get reused.
Experience
Apex Systems · Naval Surface Warfare Center, Dahlgren, VA
- Diagnose and resolve desktop and portable computer hardware and software failures across the facility.
- Conduct IT audits in compliance with policies governing administration, utilization, and acquisition of desktop equipment.
- Manage software and hardware upgrades across workstations, printers, and peripherals; maintain ongoing documentation of process improvements.
- Advise users on hardware and software operation; utilize ticketing system for timely lifecycle management of all service requests.
Bowhead · Naval Surface Warfare Center, Dahlgren, VA
↓ 30% onboarding time
96% SLA compliance
- Managed user accounts, permissions, and system configurations across classified and unclassified environments for 100+ personnel.
- Standardized provisioning procedures, cutting onboarding time by 30% while maintaining full DoD cybersecurity compliance.
- Drove a 96% SLA compliance rate through structured escalation processes and improved documentation for recurring issues.
- Automated routine administrative tasks using PowerShell and batch scripting; coordinated with cybersecurity, sysadmin, and Help Desk teams for mission-critical operations.
PSI Pax · Patuxent River NAS, MD (Hybrid)
92% first-call resolution
- Delivered Tier I/II support for Navy personnel, resolving 50+ service requests weekly across account access, connectivity, and hardware/software issues.
- Maintained 92% first-call resolution rate through disciplined troubleshooting and user-focused communication.
- Onboarded and mentored new technicians; contributed to process improvements aligned with enterprise SLAs and ITIL standards.
Defense Manpower Data Center (DMDC) · Arlington, VA
↓ 35% repeat calls
90%+ CSAT
- Provided Tier I/II support for military personnel, veterans, and government employees across identity and access management systems.
- Reduced repeat support calls by 35% with structured troubleshooting documentation and end-user self-service training.
- Supported CAC authentication and DoD secure system performance while maintaining 90%+ customer satisfaction.
Education
Bachelor of Science, Information Technology
Western Governors University · Salt Lake City, UT
- Competency-based curriculum across network security, cloud computing, systems administration, and database management.
- Applied Python and Linux shell scripting to automate administrative tasks.
- Capstone: Planned and documented end-to-end AI chatbot deployment using the ADDIE model — projected 66% reduction in customer wait times and 16% increase in satisfaction scores.