Detail-oriented and technically skilled IT professional with a robust foundation in systems administration, cloud infrastructure, and advanced troubleshooting. Proficient in networking, firewall management, and automation using PowerShell and Python. Eager to expand expertise in cloud technologies and scalable system solutions to drive business efficiency and security.

● Certifications: CCNA, CompTIA Security+, CompTIA Network+, CompTIA A+, AZ-104

● Systems & Operating Systems: Windows Server, Unix, Linux, Windows 10/11, macOS, Cisco iOS, Android

● Networking & Connectivity: WAN/LAN, TCP/IP, Routing & Switching, VPN Management (AnyConnect, Fortigate, OpenVPN), DNS, DHCP , Meraki, Firewalls (WatchGuard, Cisco, Fortigate), VMware

● Directory & Identity Management: Active Directory, Group Policy (GPO), Entra ID / Azure, Conditional Access, Microsoft 365

● Software & Collaboration Tools: Exchange, SharePoint/OneDrive, Microsoft Office, Google Workspace, Microsoft Teams, Splunk, RMM/Endpoint Management

● Security & Compliance: SSL Certificates, Microsoft Compliance, Suricata, Wireshark/Tcpdump

● Scripting & Automation: PowerShell, Python, SQL, HTML

● Additional Skills: PC Maintenance & Upgrading, Printers / Scanners, Software Management, Backup & Recovery

● Provided technical leadership in system and network administration across multiple environments, managing VPN connectivity, firewall configurations, and network security.

● Led escalated support for complex issues, including Active Directory synchronization, Microsoft 365 failures, SQL server updates, and change control management, ensuring minimal downtime.

● Utilized PowerShell and Bash scripting to automate routine processes, improving operational efficiency and reducing manual errors.

● Conducted bi-weekly vulnerability assessments using CCNS security grade, EPSS score analysis, and CVE prioritization, implementing advanced encryption protocols to reduce organization-wide security risks by 40%.

● Designated system administrator trainer, responsible for onboarding, mentoring, and skill development of new system administrators across 5 regional locations.

● Developed and delivered training programs focused on system administration best practices, advanced troubleshooting, and network security protocols, reducing ramp-up time for new hires by 75%.

● Authored 50+ detailed procedural guides and training documents, reducing onboarding time for new hires and improving team efficiency in troubleshooting.

● Managed 450 high-priority support tickets in 4 months, achieving a 93% first-call resolution rate while consistently exceeding productivity targets averaging 143 billable hours per month.

● Secured a 100% CSAT score from 26 customer surveys by resolving complex issues within SLA targets, reinforcing client satisfaction and loyalty.

● Trained and mentored two classes of 10+ new hires, improving their troubleshooting efficiency by 25% through structured onboarding and knowledge-sharing initiatives.

● Authored and maintained 10+ technical knowledge base articles, reducing average ticket resolution time by 30% and boosting team efficiency.

● Designed and deployed digital learning tools, including Canvas and AI-based assessment platforms, improving student engagement by 20% and training 50+ faculty members to optimize technology use.

● Headed the Spanish department, developing data-driven Spanish 1 and 2 curricula by analyzing student performance metrics, leading to a 10% improvement in course pass rates.

● Delivered professional development workshops on integrating AI in education, enhancing teaching strategies for 30+ educators, and increasing adoption of digital tools in classrooms.

● Led digital migration initiatives, transitioning 500+ accounts to modernized systems in compliance with banking regulations, reducing processing time by 20%.

● Collaborated with cross-functional teams to provide advisory support on compliance and audit operations, ensuring adherence to regulatory standards and enhancing audit readiness.

● Implemented security protocols and compliance measures to safeguard sensitive financial data, contributing to a spotless audit record with only 1 minor finding in 8 months.

B.A Spanish and Political Science, University of Wisconsin – Madison 2014–2018