Infrastructure Engineer - Aculocity LLC - Hagerstown, Indiana
(2022-05)
- Microsoft Endpoint Management: Designed, implemented, and supported Intune policies, profiles, and compliance standards for MDM; troubleshot enrollment, app, and device management issues; engineered PowerShell scripts to automate remediation and improve device compliance.
- Collaboration & Messaging: Administered Exchange Online mailboxes, distribution groups, and Microsoft Teams, providing user support, troubleshooting, and documentation to ensure seamless communication and collaboration.
- Licensing & Compliance: Managed Microsoft licensing purchases, invoices, and software compliance in coordination with procurement and finance, ensuring adherence to Microsoft policies.
- Cloud Contact Center Administration: Configured, maintained, and supported Five9 cloud-based contact center systems, including IVR scripting, call routing, reporting, and vendor collaboration.
- Infrastructure Integration: Collaborated across IT teams to integrate VMware infrastructure with storage, networking, and backup solutions, optimizing system performance and reliability.
Computer Support Technician Lead - Muncie Community Schools - Muncie, Indiana
(2020-12 - 2022-05)
- Technology Implementation & Support: Deployed and supported district-wide systems including Meraki, IncidentIQ, Content Keeper, and SIS, improving staff and student productivity; provided data reporting through SQL queries for stakeholders.
- Infrastructure & Security Projects: Spearheaded the installation of 500+ Meraki security cameras and upgraded end-of-life intercom/PA systems across schools, ensuring reliable security and communication.
- Leadership & Collaboration: Supervised and coached Computer Technicians, collaborated with the CIO and departmental leads on district-wide technology initiatives, and delivered feedback to ensure smooth implementations.
- End-User Support: Resolved tickets, calls, and emails daily while balancing project management responsibilities and supporting staff, students, and teachers.
Computer Technician - Community High School District 155 - Crystal Lake, Illinois
(2019-11 - 2020-12)
- Disaster Recovery & Security: Restored critical servers (Active Directory, Domain Controllers, Student Information Systems) after a ransomware attack and implemented security best practices, including MFA, LAPS, and improved password standards.
- COVID-19 Response: Developed Chromebook repair procedures and supported remote learning through phone, email, and ticketing systems, reducing downtime for students and staff while ensuring health and safety.
- Technical Support & Service: Delivered timely technical support to staff, students, and families via multiple channels, resolving issues efficiently and documenting solutions to enhance future support.
- Leadership & Mentorship: Supervised and trained Student Computer Technicians, providing performance feedback, career guidance, and goal setting to encourage continuous growth.
Technology Coordinator - Bloomingdale School District 13 - Bloomingdale, Illinois
(2014-11 - 2019-07)
- Career Growth & Leadership: Advanced from Level 1 Support to Director of Technology by driving initiatives, building strong cross-district relationships, and successfully managing complex projects.
- Strategic Technology Implementation: Led district-wide rollout of systems including PowerSchool online registration and Pushcoin payments, along with intranet and website modernization, improving efficiency and user adoption.
- Infrastructure & Systems Management: Maintained and upgraded all technology hardware and systems, including Windows/Linux servers, desktops/laptops, network infrastructure (Palo Alto, HP, Juniper), security cameras, VoIP, and multifunction devices.
- Security & Policy Oversight: Implemented new password policies, conducted network and security audits, and addressed vulnerabilities to strengthen district-wide cybersecurity.
- Team Supervision & Development: Managed and mentored Computer Technicians, providing feedback, training, and goal-setting to encourage high performance and continuous improvement.
