_{WITH OPERATIONS & LEADERSHIP EXPERIENCE IN INFORMATION TECHNOLOGY, TELECOMMUNICATION, FINANCE & CALL CENTER}

I’m an analytical, quality-focused leader with 10+ years of experience planning and directing operations in fast-paced business settings. I am an engaging administrator handpicked by IT leadership to motivate and mobilize personnel across various functions. I’m continuously focused on encouraging positive customer experiences via responsive, prompt service and effective tailored solutions.

Areas Of Expertise

Highlight of Skills

Professional Experience

AGILIANT INC Bellevue, Washington
Systems Engineer January 2024 to Present

AGILIANT is a boutique managed services provider for a wide range of industries, I assist customers who
make a positive impact to society, from charitable organizations to small businesses with clear visions
and purpose. At AGILIANT, I support our Level I and Level II Service Desk teams with escalations and
complex issues. I also managed projects including SharePoint and mailbox migrations, network
refreshes, transitioning from on-premises Windows environments to Intune, enhancing endpoint
security, and providing enterprise class customer service and IT support.

Key Achievements

• Secured Customer’s wireless networks by tying authentication to EntraID
• Transition a 200+ endpoint customer from ‘on-premises’ AD environment to Intune managed
• Migrated 120 endpoints from an acquired organization into our client’s domain
• Created standardized change for a client network reconfiguration for over two dozen sites
• Migrated SharePoint content across tenants for over 5 TB of SharePoint data
• Migrated over 100 mailboxes from one Microsoft 365 tenant to another
• Standardized end user off-boarding process for Service Desk
• Documented and standardized patch reporting process
• Implemented Geo Blocking Conditional Access for more secure identification
• Mitigated impact from CrowdStrike event of July 2024 for over 4 dozen servers by identifying root cause, and deploying remediation steps before the customers woke up and had a plan in place to remediate over 500 endpoints which was done within a week

TRITON TECHNICAL Tukwila, Washington
Senior Client Support Technician February 2023 to January 2024

Triton Technical specialized in IT support for mega yachts. Normally when you think of a yacht, IT is the
last thing that comes to mind but these vessels can be like floating data centers. At Triton, I remotely
assisted yacht staff remotely with tasks ranging from network reconfiguration while away at sea to fixing
Outlook email issues. I helped with endpoint configuration, physical on vessel IT infrastructure of server
and network gear using multi WAN connectivity in austere environments.

Key Achievements

• Earned responsibility for platform oversight of Pulseway RMM tool
• Configured dozens of Ruckus WAPs and switches and Kerio firewalls for deployment to
• client vessels
• Configured client laptops and desktops for remote deployment
• Maintained network and server security with regularly scheduled patching maintenance
• Validated backups of network configurations

ASTOUND BROADBAND POWERED BY WAVE BROADBAND – Bothell, Washington
Network Systems Administrator – January 2019 to February 2023

As a Network Systems Administrator for Wave, I get to wear many hats. I help manage security within the environment with network monitoring, endpoint malware protection administration and firewall rules auditing and implementation. On more exciting days… I will help organize the right people onto an impromptu bridge to help with triage and mitigation efforts during unexpected downtime events caused by existential factors. When our Service Desk has challenges with troubleshooting, I step in with handling complex escalated issues, follow ups with unsatisfied ticket callers ranging from individual contributors to the CEO and develop/refine processes as a knowledge base editor. The most fun I have is with traveling to our various office locations to deploy new network gear or servers at our data center. On slow day I spend my time ensuring our company remains PCI complaint with firewall rule justification, website whitelisting for our call center and retail representatives and of course, cable management. I’m proud to do all this for a growing organization focused on bringing fast and reliable internet to our customers, helping people connect.

Key Achievements

• Manage antimalware deployments to over 1500 endpoints including workstations and servers
• Migrate IT Hub Operations from Port Orchard to Bothell with a focus on high availability
• Define and execute deployment process to replace End of Life (EOL) network equipment for over 30 sites with minimal impact to business operations
• Deploy over 50 networked thermal printers to stores for billing conversion
• Develop inbound call process for Service Desk team with on call rotation
• Created company wide wall mounted news board platform
• Help get ~500 reps set up to work from home within 30 days
  

IT Administrator (Service Desk) – October 2017 to January 2019

Front line for IT incidents and requests from Wave Employees. Prioritized incoming tickets and escalated complex issues as needed. Developed new and edited existing Knowledge Base articles to improve employee self-service and simple incident resolution. Identified ticket trends and bottle necks in processes and developed solutions to increase efficiency and prevent problems from surfacing. Repaired Desktop and Laptop hardware and engaged OEM for more involved repair needs. Administer Key Card system.

Key Achievements

• Quickly excelled in job role and became a point of reference and escalation for the T2 IT Admin team
• Automated AD account creation for bulk call center new hire requests
• Became primary editor for internal and external facing KB documentation
• Automated the process for vendor call center account creation improving resolution time by a factor of 10
  

Technical Support Supervisor – February 2016 to October 2017 

Handled and resolved escalated supervisor calls from 1^st tier agents and our customer service department for advanced technical issues. Performed customer call backs to follow up on FCC, and social media complaints. Provided small business customers priority troubleshooting to keep business services running. Escalated unresolved issues to the Network Operations Center (NOC) or other teams as needed and followed up with customers on the results. Helped Wave-G fiber customers using command line tools to start, stop and troubleshoot services.

Key Achievements

• Work with multiple ticketing systems resolving requests from customer emails, NOC and 1^st tier agents
• Assigned to updating knowledge base resources via SharePoint, HTML and CSS editing
• Tasked with resolving escalated TiVo issues by working as a liaison between customers, TiVo engineers and other departments
• Track and Improve Net Promoter Score by coordinated action with various department team members
• Provide analysis on repeat call data and developed ways on reducing repeat call frequency
• Developed new one call resolution metric through Excel report analysis automation
  

Technical Support Representative – October 2015 to February 2016 

Primary point of contact for Wave Broadband subscribers of internet, telephone and cable television services, assisting customers with technical issues in getting their services to perform to high industry standards while ensuring customer satisfaction through excellent customer service and engaging teammates when needed.

Key Achievements

• Meet or exceeded all performance metrics consistently
• Awarded for excellent customer service experience
  

BANK OF AMERICA – Las Vegas, Nevada

Senior Customer Service & Sales Specialist – August 2006 to May 2015 

Point of contact in cultivating and strengthening positive relationships with customer base, while generating and growing revenue across suite of financial products. Flourished in a high paced ever-changing call center environment. Mentor and lead team members against aggressive performance metrics, ensuring customer service excellence. Work closely with senior leadership to assess and address training needs through development of customized seminars and materials.

Key Achievements

• Integral member of User Acceptance Training team charged with developing, testing and deployment of various internal systems, requiring travel to multiple call centers across country and abroad
  • Used the Agile development process to produce integrated customer service desktop application
• Served as Managing Performance Variation Coach (2010 to 2015)
  • Interface with associates to measure call performance and recommend improvements
  • Identify and mitigate certain behaviors to reduce variation in center-wide call statistics
• Excellent client satisfaction with client experience scores between 90-100% month over month
• Exceeded performance metrics in client satisfaction and call handling within top 20% of associates
  

Client Escalation Supervisor – June 2008 to January 2010 

Handled and resolved escalated supervisor calls from 1^st tier and 2^nd tier agents and other departments involving bill pay disputes and client complaints. Delivered coaching to associates and managers as needed.

Key Achievements

• Maintained performance metrics in the top 3^rd amongst a small team of Supervisor Professionals
• Help transition CEU team from Las Vegas to a new team in Phoenix and Los Angeles via virtual live training

Customer Experience Coach – April 2008 to November 2013

Facilitated classroom learning for new hires, locally and abroad by delivering comprehensive company information and performance expectations. Led on-the-job training in a classroom and production environment for up to 30 associates, completing call monitoring and performance evaluations.

Account Specialist – January 2006 to July 2006

Assisting clients in an in-bound call center environment by maintaining their deposit relationships and engaging appropriate teams for additional financial assistance.

 

Education & Certifications

VERKADA CERTIFIED ENGINEER ESSENTIALS
CERTIFICATE ID: A723-E84D-590E 2024-11-19 (VALID)

PALO ALTO CERTIFIED NETWORK SECURITY ADMINISTRATOR (PCNSA)
VERIFICATION #: 7XT79VC2JJEE17SC 2021-02-27 (EXPIRED)

COMPTIA A+
CERTIFICATION NUMBER: 335736049 2018-06-02 (EXPIRED)

Bellevue College – Bellevue, WA
Associate of Arts – 2004 to 2005 
Higher education with a focus on small business management and business accounting

Liberty High School – Renton, WA
High School Diploma – 1999 to 2003
General education with advanced placement History and a focus on computer science, media production and industrial design