Tyche

Resolved 2,000+ enterprise incidents involving hardware, software, Microsoft 365, Active Directory, networking, and business applications, contributing to 40% faster response and resolution times, a 30% reduction in ticket backlog, and an increase in end-user satisfaction from 95% to 99%. Analyzed a surge in Sophos endpoint isolation events, traced activity to malicious redirects originating from a third-party shopping platform, and provided findings that supported remediation efforts to prevent the identity theft of internal stakeholders and company data loss. Developed company-wide knowledge base articles for recurring technical issues, enabling user self-service and reducing repeat support requests through standardized troubleshooting guidance.

IT Support Technician I - Norm Reeves - Car Group

(2025-07)

• Resolved 2,000+ enterprise incidents involving hardware, software, Microsoft 365, Active Directory, networking, and business applications, contributing to 40% faster response and resolution times, a 30% reduction in ticket backlog, and an increase in end-user satisfaction from 95% to 99%.
• Analyzed a surge in Sophos endpoint isolation events, traced activity to malicious redirects originating from a third-party shopping platform, and provided findings that supported remediation efforts to prevent the identity theft of internal stakeholders and company data loss.
• Developed company-wide knowledge base articles for recurring technical issues, enabling user self-service and reducing repeat support requests through standardized troubleshooting guidance.
• Supported network readdressing across multiple dealership locations by implementing revised IP allocation plans that simplified network management and expanded addressing capacity for future infrastructure growth.
• Provided 24/7 on-call support for high-priority incidents, resolving account access issues for an executive working overseas and coordinating cross-team escalation to restore access to time-sensitive legal documents with minimal business disruption.

Tier 3 IT Support Technician (Contracted) - LA County Registrar-Recorder/County Clerk (LA County RRCC)

(2024-10 - 2024-11)

• Diagnosed and resolved technical issues affecting Ballot Marking Devices (BMDs), ePollbooks, and printers after accelerated training that enabled uninterrupted operations during an election cycle.
• Documented technical incidents and remediation efforts within Cherwell that enabled accurate issue tracking and efficient coordination among cross-functional technical support teams.
• Responded to a critical infrastructure involving power failures and troubleshot affected systems onsite to restore operations, prevent electrical damage to over 30 machines, and minimize disruption within a high-stakes election environment.

Bachelor of Science - Cybersecurity and Information Assurance - Western Governors University (2027-05)

Bachelor of Science - Biology - University of California, Riverside (2019-08 - 2023-06)