Founder / Full-Stack Web Developer at EXT Studios (2024-12 – Present)
Founded and operates a full-stack web development studio focusing on scalable applications and client solutions.
- Architected and deployed 5+ full-stack web applications using React and Laravel, focusing on responsive UI/UX and seamless performance.
- Developed custom frontend solutions including booking systems and client portals with integrated RESTful APIs.
- Established Git-based deployment workflows and CI/CD pipelines to manage the full project lifecycle from scoping to production.
- Optimized frontend assets and site architecture for SEO and performance, ensuring high Core Web Vitals across client sites.
- Managed third-party API integrations to extend functionality of client-facing web applications.
IT Specialist at Welkin IT (2024-03 – Present)
Resolved complex technical tickets and provided IT support with high SLA compliance.
- Resolved 45+ complex technical tickets per week with a 94% first-call resolution rate, ensuring high SLA compliance.
- Authored 30+ Knowledge Base articles and technical guides, reducing team ticket handling time by 15%.
- Administered cloud directory environments and identity access, ensuring secure authentication for web-based services.
- Managed cloud-based tenant operations and troubleshooting within diverse client environments.
IT Helpdesk Support at Mercy Health (2023-09 – 2024-02)
Provided technical support for enterprise applications and hardware.
- Provided remote and onsite technical support for enterprise applications and hardware, focusing on user experience.
- Streamlined escalation workflows by implementing standardized reproduction templates, reducing communication cycles by 20%.
- Managed and triaged application-level issues using ServiceNow to maintain timely resolution.
IT Helpdesk Support (Contract to Mercy Health) at Robert Half Technology (2023-07 – 2023-09)
Managed Service Desk operations supporting endpoint and application issues.
- Managed Service Desk operations within strict SLAs, supporting a wide range of endpoint and application issues.
- Conducted troubleshooting for web-based applications and internal software suites to ensure business continuity.
IT Support Specialist at Freedom Property Investors (2022-05 – 2023-06)
Led IT infrastructure projects and supported business operations.
- Led the development and deployment of Microsoft Intune for centralized endpoint management for 200+ users.
- Identified $12k in unused hardware through data auditing, reducing procurement costs by 15%.
- Liaised directly with executives and stakeholders to deliver business-critical IT projects and technical documentation.
- Created standardized onboarding/offboarding processes to reduce operational risk and improve consistency.
IT Helpdesk Support (Contract to BMW Australia) at Robert Half Technology (2021-04 – 2022-05)
Supported large enterprise environment with service desk operations.
- Supported a high-volume enterprise environment of 1000+ employees, managing service requests and hardware troubleshooting.
- Monitored helpdesk mailboxes and triaged application issues at scale for diverse resolver groups.
IT Specialist at TSA (2020-03 – 2021-03)
Automated administrative tasks and managed IT infrastructure.
- Automated 10+ recurring administrative tasks using PowerShell, saving the team 8 hours of manual labor per week.
- Managed Active Directory and Exchange administration, supporting user access and infrastructure requirements.
- Reconciled a 400-device inventory with 98% data accuracy, ensuring 100% compliance with security policies.
Sales Agent at TSA (2019-08 – 2020-03)
Communicated product information to customers while meeting performance targets.
- Communicated complex product information to customers, consistently meeting performance targets and KPIs.
Technical Support Consultant at Teleperformance (2018-09 – 2019-05)
Provided technical troubleshooting and customer support solutions.
- Provided technical troubleshooting and solutions for end-users, focusing on rapid problem-solving and customer satisfaction.
IT Support Specialist at ISHKA (2018-07 – 2018-08)
Delivered technical support in retail environment.
- Delivered short-term technical support and troubleshooting for hardware and software systems in a retail environment.
Customer Solutions Specialist at Stellar Asia Pacific (2017-05 – 2018-05)
Managed customer inquiries and provided technical solutions.
- Managed customer inquiries and provided technical solutions to resolve service-related issues.
