System Administrator

• Aug 2022 - Present

Network Operations Center Engineer

• Dec 2019 - Jul 2022

Provided excellent customer service by resolving end-user service requests for software-, hardware-, or network-related issues, as well as the demands of multiple audio-visual systems. This included providing on-call 24x7 emergency assistance for service requests one week per month. Partnered with other internal team members to support over 1,000 endpoints for a variety of clients including, but not limited to, municipal government, public safety, and legal personnel. Pre-configured Windows endpoints manually (ISO, Media Creation Tool) and through automated processes (Microsoft Deployment Toolkit, RMM) for the deployment of client-provisioned machines. Pre-configured network devices (Firewalls, Switches, Access Points), completed internal testing, and deployed network devices to new and existing client infrastructures. Completed onsite service visits for ongoing service requests. Designed and implemented automation processes for internal and client use via PowerShell/CLI, Power Automate (Flow), and other available software. Assisted in training new engineers, as requested. Worked extensively with all aspects of a Windows Domain environment including, but not limited to, Active Directory, DHCP, DNS, Exchange, Group Policy, and Remote Desktop services. Worked extensively with several aspects of Microsoft 365 Administration including, but not limited to, Azure Active Directory, Exchange, SharePoint/OneDrive, and Teams.

Music Minister

• Jul 2015 - Feb 2020

Plan, coordinate, and play music for Sunday morning services and other events. Coordinate music rehearsal with various singers/musicians. Plan, coordinate, and play music for Sunday morning services and other events. Coordinate music rehearsal with various singers/musicians.

Technical Support Representative I/II

• Oct 2016 - Dec 2019

Answered incoming calls and thoroughly detailed service requests in the incident-tracking application (ServiceNOW). Performed troubleshooting and resolved assigned service requests related to the following: cash registers and peripherals, workstations, RF guns, access credentials, telephone hardware, and store network devices. As Tier II specifically, completed troubleshooting of service requests related to pharmacy prescriptions and financial data involving PII/PHI. Detailed all actions taken and maintained progress reports. Immediately escalated incidents as necessary. Followed up and tracked progress on incident resolution whenever a third-party vendor is dispatched.

Delivery Specialist

• Oct 2015 - Sep 2016

Load/unload truck, deliver merchandise to customer homes in Company provided vehicle as assigned. Install and set up merchandise, instruct customers on its proper use, and pick-up merchandise as assigned. Refurbish merchandise to like new condition. Keep vehicles, showroom, and backroom clean and organized. Load/unload truck, deliver merchandise to customer homes in Company provided vehicle as assigned. Install and set up merchandise, instruct customers on its proper use, and pick-up merchandise as assigned. Refurbish merchandise to like new condition. Keep vehicles, showroom, and backroom clean and organized.

Musician

• Jun 2008 - Oct 2015

Worked with different singers/musicians to lead music for weddings, funerals, religious services and other events, including playing regularly at Our Lady of the Assumption Church. Demonstrated strong client-service capabilities, as evidenced by numerous referrals. Assisted in event music planning and maintained church sound systems and musical instruments. Managed all cash and financial operations. Worked with different singers/musicians to lead music for weddings, funerals, religious services and other events, including playing regularly at Our Lady of the Assumption Church. Demonstrated strong client-service capabilities, as evidenced by numerous referrals. Assisted in event music planning and maintained church sound systems and musical instruments. Managed all cash and financial operations.

Security Officer

• Feb 2015 - May 2015

Bore sole responsibility of over $1 million of inventory. Observe and report any suspicious activity and took further action, when necessary. Maintained perfect attendance record, while remaining flexible for last minute shift changes. Passed an FBI background check, which included fingerprinting. Bore sole responsibility of over $1 million of inventory. Observe and report any suspicious activity and took further action, when necessary. Maintained perfect attendance record, while remaining flexible for last minute shift changes. Passed an FBI background check, which included fingerprinting.

Missionary

• Aug 2013 - Jul 2014

Worked in a team of 12 people to coordinate, plan, and run spiritual retreats and complete community service projects for groups up to 500 students. In addition to primary duties, also maintained the NET Center's sound system (including sound boards, amps, speakers, etc.). Recorded and produced music ministry tools for permanent NET music library. Developed strong listening skills while facilitating small group sharing and maintaining confidentiality. Demonstrated team player attitude and flexibility in a constantly changing working environment.