Senior Systems Administrator - HOME (Housing Authority of El Paso) - El Paso, TX
(2023-10)
Led day-to-day IT operations and incident resolution, serving as the primary point of accountability for technology support for 50+ users across HOME, managing tickets, troubleshooting, and escalations with rapid turnaround times.
- Planned and executed a complete UniFi network upgrade at HOME's main facility, delivering ~30% improvement in network stability and performance while reducing connectivity-related support tickets by 25%+.
- Administered Microsoft 365 for 50+ user accounts, managing access, licensing, service requests, and helping modernize collaboration workflows while improving response times for common IT requests.
- Migrated HOME's primary phone system from Lumen to Microsoft Teams Phone, supporting 100% cutover with zero unplanned downtime and reducing monthly telecom costs by an estimated 15–20%.
- Implemented organization-wide cybersecurity awareness training using KnowBe4, achieving 100% user enrollment and reducing phishing-related incidents by approximately 40% within the first year.
- Managed server patching and updates using WSUS, maintaining 95%+ patch compliance across all supported systems to ensure security posture and system stability.
- Managed and supported 12+ critical Board meetings annually via Webex, ensuring 100% uptime and seamless technology experience for C-suite executives and board members, enabling uninterrupted governance and decision-making.
- Partnered with external software development firm to architect and deploy three custom applications leveraging Twilio, Azure, and Yardi Client Central, enabling real-time secure data access and workflow automation while reducing manual processes by 20–30% and improving staff efficiency.
IT Network Administrator - Stampede Meats - Sunland Park, NM
(2020-06 - 2023-10)
Managed Windows Server 2016/2019, print servers, and file/host servers, ensuring high availability and uptime for shopfloor and back-office systems critical to production schedules.
- Implemented backup and patching strategy using Unitrends and WSUS, helping maintain RPO/RTO targets, minimize unplanned downtime, and ensure compliance with data protection standards.
- Remotely diagnosed and resolved desktop and server issues using LogMeIn, Office 365, and MS Teams, improving troubleshooting efficiency and resolution times for plant operations and remote staff.
- Managed SonicWall firewall and network security, ensuring secure VPN access for remote users and maintaining network perimeter protection across the facility.
- Configured and supported Hyper-V virtual environments, optimizing resource allocation and server consolidation to improve infrastructure efficiency and reduce hardware costs.
Data Protection Engineer - Softtek Integration Systems, Inc. - Cincinnati, OH
(2020-02 - 2020-06)
Managed Avamar and VMware backup infrastructure for 50+ enterprise clients, monitoring backup jobs, troubleshooting failures, and maintaining SLAs.
- Utilized ServiceNow ticketing system to document workflows, track issues, and communicate status to stakeholders, ensuring transparency and accountability across backup operations.
- Accessed production systems via GE's remote VPN to diagnose and resolve backup issues, coordinating with infrastructure teams to ensure rapid recovery for critical incidents.
- Collaborated with cross-functional engineering teams to optimize backup strategies and reduce recovery times for mission-critical client environments.
Technology Support Analyst, Tier 2 - CDK Global - Cincinnati, OH
(2015-12 - 2020-02)
Resolved complex IT issues for in-office and remote users using Bomgar remote support tools, Salesforce ticketing, and systematic troubleshooting to achieve high first-contact resolution rates.
- Configured Dell and HP laptops running Windows 7/10 and Office 2010/2013/365, ensuring proper imaging, licensing, and software deployment for new hires and equipment replacements.
- Managed Active Directory operations, including creating user accounts, managing security groups, implementing access controls, and deprovisioning former employees.
- Supported Cisco unified communications infrastructure, including Cisco Unity, Cisco Unified, and Cisco IP phones (7942, 7962), troubleshooting call quality and voicemail issues.
- Administered macOS environments, including Mac Minis and MacBook Airs running Yosemite, Mojave, and High Sierra for cross-platform user base.
- Troubleshot Windows Server 2012/2016 systems for production support, ensuring critical business applications remained available and performant.
IT Support Technician, North Texas Region - National American University - Dallas, TX
(2014-01 - 2015-03)
Provided comprehensive IT support to students and staff, troubleshooting NAU website issues, resolving technology problems, and ensuring access to critical academic resources.
- Configured and maintained Cisco phone systems using Cisco Unity, supporting VoIP communications across campus locations.
- Supported diverse operating systems, including Windows XP/8, Office 2010/XP, Helpstar, Citrix, and Salesforce, adapting to varied user needs across the university.
- Managed HP hardware infrastructure, including laptops and network printers, leveraging extensive repair and maintenance experience to keep systems operational.
- Administered Windows Active Directory and network access, managing user accounts and permissions for the North Texas region.
