IT First
IT Support Technician - Addison, TX ｜May 2022 ~ Present
Delivered end‑user support in a fast‑paced call center environment, managing Active Directory Users and Computers, configuring Group Policy, and troubleshooting software and printer issues.
Orchestrated imaging and domain‑joining of workstations, executed software installations, migrated user data, and resolved post‑deployment challenges to ensure seamless rollouts.
Led off‑hours upgrade projects for multiple vendor applications on numerous PCs, minimizing downtime by performing manual installs when silent deployment wasn’t feasible.
Implemented and refined roaming profile configurations to enhance user experience and maintain consistency across networked environments.
Caltech
IT Support Technician - Addison, TX ｜March 2020 ~ April 2022
Delivered end‑user support in both field and call‑center environments, administering Active Directory Users & Computers, managing Group Policy, and troubleshooting software and printer issues.
Orchestrated imaging and domain‑joining of workstations, executed software installations, migrated user data, and resolved post‑deployment challenges to ensure seamless rollouts.
Led rack mounting and cable‑management efforts, verified network connectivity, and addressed any post‑cleanup issues to maintain a reliable infrastructure.
Assisted in deploying new physical hardware for disaster recovery, including racking ESX hosts, installing wireless access points, provisioning printers (both physical and network), and rolling out new PCs.
Managed off‑hours software upgrades for multiple vendor applications, minimizing downtime by performing manual installations when silent deployments weren’t an option.
Implemented and optimized roaming profile configurations to deliver a consistent user experience across networked workstations.
AWS SOLUTIONS ARCHITECT
Apr 25 – Apr 28
AWS Cloud Practitioner
Sep 24 – Apr 28
CCNA
Jun 21 – Jun 24
LLM SLA Assistant
Ollama, ChromaDB, Streamlit
Designed and deployed an on-premises LLM solution using Ollama and ChromaDB to embed and semantically search historical ConnectWise tickets.
Automated Call-to-Ticket Pipeline
Powershell, VBA, Transcribe AI
Built a PowerShell-driven call transcription system using an AI to automate MP3 processing across multiple technician folders.
Automated Receipt Processing System
Amazon S3, Lambda, and Textract
Designed a serverless Python-based solution using Amazon S3, Lambda, and Textract to automate the processing of receipt images.