Desktop Technician - Aperia - Dallas, TX
(2024-07 - 2026-01)
- Administered Microsoft 365 and Exchange environments, managing account provisioning, mailbox configuration, license assignments, and tenant-level policies for enterprise users.
- Led endpoint lifecycle management via Azure Intune, encompassing device enrollment, compliance policy enforcement, conditional access configuration, and application deployment across Windows and mobile platforms.
- Delivered Tier 1–2 technical support via Zendesk, consistently meeting SLA targets while resolving Windows OS, Microsoft 365, network access, and authentication issues for end users.
- Monitored system health, performance, and availability using SolarWinds, Orion, and New Relic; triaged and escalated critical alerts to prevent service disruption.
- Leveraged ScreenConnect for remote diagnostics and resolution, improving response efficiency and minimizing end-user downtime.
- Supported CI/CD and development environments using Azure DevOps and Microsoft Dev Box, bridging systems administration with modern DevOps practices.
Senior Technical Support Analyst - DXC Technology – Raytheon Missiles and Defense - Plano, TX
(2017-05 - 2024-08)
- Provided Tier 2–3 technical support for a classified defense environment, resolving complex issues involving Active Directory, VPNs, Office 365, Outlook, and enterprise hardware and software.
- Administered identity and access management (IAM) solutions including DUO, RSA Token, SDO Octopus, and LDAP, enforcing MFA and least-privilege access controls.
- Managed and supported Mobile Device Management (MDM) platforms including MobileIron, Ivanti GO, Ivanti VPN Tunnel, and Secret Double Octopus, ensuring device compliance and secure connectivity.
- Utilized ServiceNow to document incidents, changes, and resolutions in alignment with ITIL frameworks; contributed to the knowledge base to reduce recurring ticket volume.
- Enforced endpoint security policies, device encryption, and authentication controls to maintain regulatory compliance in a defense contractor environment.
- Supported enterprise platforms including Azure, SQL Server, Oracle, SAP Sybase ASE, Citrix, and Linux/Unix environments across multi-tier infrastructure.
Cable Box Technician / QA Programmer - CTDI - Flower Mound, TX
(2016-10 - 2017-04)
- Diagnosed and resolved hardware and software defects in Cisco cable boxes and routers, performing component-level repairs to restore functionality.
- Executed quality assurance testing protocols, ensuring refurbished devices met industry performance and reliability standards.
Technical Support Associate - Netflix - Frisco, TX
(2015-01 - 2016-09)
- Delivered customer-facing technical support via live chat, resolving account, billing, and streaming issues with a high degree of accuracy and satisfaction.
- Escalated complex technical issues to Tier 2 teams while maintaining positive customer experiences and detailed incident documentation.
Service Desk Technician (Contract) - Microsoft – Xbox Live - Las Colinas, TX
(2014-03 - 2014-05)
- Diagnosed and resolved technical issues related to Xbox consoles, accessories, and Xbox Live online services across phone, chat, and email channels.
- Documented all incidents and resolutions in the support ticketing system, contributing to knowledge base articles and first-call resolution improvements.
