Client Technical Specialist
Thomson Reuters/InternetBrands (2016-04 – 2026-04)
Managed DNS infrastructure, email systems, and led team migration projects with focus on security and scalability
- Engineered and secured DNS infrastructure by implementing SPF, DKIM, and DMARC protocols to protect against spoofing, phishing, and domain abuse
- Managed DNS architecture and record configurations (A, CNAME, MX, TXT) across platforms including GoDaddy, Cloudflare, AWS Route 53, and Microsoft 365
- Performed deep analysis of DNS and email routing to identify, troubleshoot, and resolve misconfigurations impacting availability and deliverability
- Led a team of 15 in migrating client environments to a more secure and scalable web platform, improving network reliability and security posture
- Configured and maintained SSL/TLS certificates to support encrypted communications across web and mail systems
- Implemented multi-factor authentication (MFA) solutions to strengthen access control across networked systems and services
- Diagnosed and resolved complex DNS resolution issues, propagation delays, and cross-platform integration challenges
- Contributed to incident response efforts involving DNS exploits, domain hijacking attempts, and service disruptions
- Leveraged proprietary and SaaS-based infrastructure tools to manage and optimize large-scale domain and DNS environments
Customer Service Representative
Towers Watson (2013-10 – 2016-04)
Supported customer inquiries regarding healthcare policy activation and pension distribution
- Supported inbound inquiries from customers regarding new healthcare policy activation and pension distribution
- Asked open-ended questions to discover the best option available to customers to fit their needs
- Demonstrated high levels of customer support to provide peace of mind to concerned customers
Customer Service Representative at Fairview Health Services (2012-03 – 2012-09)
Managed incoming calls from patients to schedule appointments and provide assistance
- Managed incoming calls from present and potential patients to schedule appointments and/or help them with other issues
- Screened calls for nurses in order to direct the customer in an efficient and timely manner
