Field Technician (Contract) - Collins Aerospace
(2025-01)
- Delivered enterprise technical support and incident resolution, ensuring security compliance, rapid response, and high user satisfaction in a regulated environment.
- Configured secure access solutions (VPN, MFA with hardware tokens/mobile apps) to strengthen identity and data protection.
- Managed end-to-end device lifecycle (imaging, AD configuration, deployment, asset tracking, and secure disposal) to support compliance and efficiency.
- Enabled workstation readiness, onboarding, and ongoing user/device administration to drive scalability.
NOC Supervisor - Circle Computer Resources
(2021-01 - 2025-12)
- Led NOC operations and governance for multiple clients, delivering 99.9% uptime.
- Reduced major incident resolution time by 25% through process optimization, root cause analysis, and risk mitigation.
- Served as primary client/stakeholder liaison, providing executive reporting, risk insights, and growth recommendations to enhance retention and upselling opportunities.
- Partnered with Sales and Account Management on service alignment, contracts, and KPIs to support enterprise strategy and client satisfaction.
- Mentored teams to improve SLA compliance, service quality, and accountability.
- Managed invoicing and vendor reviews, decreasing billing disputes by 15% through strong financial and service governance.
Service Desk Supervisor - Circle Computer Resources
(2017-01 - 2021-12)
- Directed service desk operations and governance for multiple clients, achieving 95%+ SLA adherence through process optimization, escalation management, and compliance improvements.
- Functioned as technical liaison between internal teams and executive/client stakeholders, aligning IT services with business priorities.
- Implemented initiative-taking communication strategies to boost customer satisfaction and support contract renewals in partnership with Sales/Customer Success.
- Contributed strategic insights to drive service improvements and reduce risk.
Technical Support Specialist (Tier 1) - Circle Computer Resources
(2014-01 - 2017-12)
- Delivered Tier 1 support and incident management for complex video/network devices, performing health checks, provisioning, reboots, and OS/network configurations to maintain system integrity and availability.
- Managed documentation and audits for channels, IPs, and configurations, supporting governance, compliance, and knowledge continuity.
PC Builder / Customer Contact Support - AEGON Global Technology
(2013-01 - 2014-12)
- Built, configured, and deployed systems with a focus on compatibility, security baselines, and migration projects, ensuring alignment with enterprise standards.
- Managed hardware distribution of ticket queues and remote support, contributing to efficient resource allocation and business enablement.
