{"id":5,"date":"2020-03-30T00:12:20","date_gmt":"2020-03-30T00:12:20","guid":{"rendered":"https:\/\/adam.powers.ninja\/resume\/?page_id=5"},"modified":"2026-09-22T22:42:52","modified_gmt":"2026-09-22T22:42:52","slug":"resume","status":"publish","type":"page","link":"https:\/\/adam.powers.ninja\/","title":{"rendered":"A Dependable Adaptable & Passionate Technologist"},"content":{"rendered":"\n

WITH OPERATIONS & LEADERSHIP EXPERIENCE IN INFORMATION TECHNOLOGY, TELECOMMUNICATION, FINANCE & CALL CENTER<\/sub><\/strong><\/h3>\n\n\n\n

I\u2019m 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\u2019m continuously focused on encouraging positive customer experiences via responsive, prompt service and effective tailored solutions.<\/p>\n\n\n\n

<\/p>\n\n\n\n

Areas Of Expertise<\/h3>\n\n\n\n
\n
\n
    \n
  • Server Management<\/li>\n\n\n\n
  • Workstation Patching<\/li>\n\n\n\n
  • Systems Administration<\/li>\n\n\n\n
  • Audit Readiness & Regulatory Compliance<\/li>\n\n\n\n
  • Microsoft 365 Licensing<\/li>\n\n\n\n
  • PCI Compliance<\/li>\n\n\n\n
  • Network Systems Engineering<\/li>\n\n\n\n
  • Firewall & Network Configurations<\/li>\n<\/ul>\n<\/div>\n\n\n\n
    \n
      \n
    • Cyber Security Operations<\/li>\n\n\n\n
    • Enterprise Infrastructure Management<\/li>\n\n\n\n
    • Identity & Access Management<\/li>\n\n\n\n
    • Change Management<\/li>\n\n\n\n
    • Zero Trust Architecture<\/li>\n\n\n\n
    • Conditional Access Policies<\/li>\n\n\n\n
    • Service Desk Operations<\/li>\n\n\n\n
    • Security Governance, Risk & Compliance<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n

      Highlight of Skills<\/strong><\/h3>\n\n\n\n
      \n
      \n
        \n
      • Endpoint Security Management<\/li>\n\n\n\n
      • Security Incident Response<\/li>\n\n\n\n
      • Active Directory \/ Intune \/ Entra<\/li>\n\n\n\n
      • PowerShell Scripting<\/li>\n\n\n\n
      • Hyper-V Virtualization<\/li>\n\n\n\n
      • Multi-factor Authentication Deployment<\/li>\n\n\n\n
      • Infrastructure Cable Management<\/li>\n\n\n\n
      • SOC 2 Compliance \/ ISO 27001 Framework<\/li>\n<\/ul>\n<\/div>\n\n\n\n
        \n
          \n
        • TCP\/IP, DNS, DHCP & VPN<\/li>\n\n\n\n
        • Technical Documentation<\/li>\n\n\n\n
        • Security Baseline Implementation<\/li>\n\n\n\n
        • Access Control & User Provisioning<\/li>\n\n\n\n
        • Palo Alto Firewalls<\/li>\n\n\n\n
        • Meraki Networking<\/li>\n\n\n\n
        • CrowdStrike Falcon<\/li>\n\n\n\n
        • KnowBe4 Phishing Campaign Management<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n

          <\/p>\n\n\n\n

          Professional Experience<\/strong><\/h3>\n\n\n\n

          AGILIANT INC<\/strong> Bellevue, Washington
          Systems Engineer<\/strong> January 2024 to Present<\/p>\n\n\n\n

          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.<\/p>\n\n\n\n

          Key Achievements<\/strong><\/em><\/p>\n\n\n\n

            \n
          • Secured Customer’s wireless networks by tying authentication to EntraID<\/li>\n\n\n\n
          • Transition a 200+ endpoint customer from \u2018on-premises\u2019 AD environment to Intune managed<\/li>\n\n\n\n
          • Migrated 120 endpoints from an acquired organization into our client\u2019s domain<\/li>\n\n\n\n
          • Created standardized change for a client network reconfiguration for over two dozen sites<\/li>\n\n\n\n
          • Migrated SharePoint content across tenants for over 5 TB of SharePoint data<\/li>\n\n\n\n
          • Migrated over 100 mailboxes from one Microsoft 365 tenant to another<\/li>\n\n\n\n
          • Standardized end user off-boarding process for Service Desk<\/li>\n\n\n\n
          • Documented and standardized patch reporting process<\/li>\n\n\n\n
          • Implemented Geo Blocking Conditional Access for more secure identification<\/li>\n\n\n\n
          • 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<\/li>\n<\/ul>\n\n\n\n

            TRITON TECHNICAL<\/strong> Tukwila, Washington
            Senior Client Support Technician<\/strong> February 2023 to January 2024<\/p>\n\n\n\n

            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.<\/p>\n\n\n\n

            Key Achievements<\/em><\/strong><\/p>\n\n\n\n

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

              ASTOUND BROADBAND POWERED BY WAVE BROADBAND<\/strong> \u2013 Bothell, Washington
              Network Systems Administrator<\/strong> \u2013 January 2019 to February 2023<\/p>\n\n\n\n

              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\u2019m proud to do all this for a growing organization focused on bringing fast and reliable internet to our customers, helping people connect.<\/p>\n\n\n\n

              Key Achievements<\/em><\/strong><\/em><\/strong><\/p>\n\n\n\n

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

                IT Administrator (Service Desk) \u2013 <\/strong>October 2017 to January 2019<\/p>\n\n\n\n

                Front line for IT incidents and requests from\nWave Employees. Prioritized incoming tickets and escalated complex issues as\nneeded. Developed new and edited existing Knowledge Base articles to improve\nemployee self-service and simple incident resolution. Identified ticket trends\nand bottle necks in processes and developed solutions to increase efficiency\nand prevent problems from surfacing. Repaired Desktop and Laptop hardware and\nengaged OEM for more involved repair needs. Administer Key Card system.<\/p>\n\n\n\n

                Key Achievements<\/em><\/strong><\/em><\/strong><\/p>\n\n\n\n

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

                  Technical Support Supervisor \u2013 <\/strong>February 2016 to October 2017  <\/p>\n\n\n\n

                  Handled and resolved escalated supervisor\ncalls from 1st<\/sup> tier agents and our customer service department for\nadvanced technical issues. Performed customer call backs to follow up on FCC,\nand social media complaints. Provided small business customers priority\ntroubleshooting to keep business services running. Escalated unresolved issues\nto the Network Operations Center (NOC) or other teams as needed and followed up\nwith customers on the results. Helped Wave-G fiber customers using command line\ntools to start, stop and troubleshoot services.<\/p>\n\n\n\n

                  Key Achievements<\/em><\/strong><\/em><\/strong><\/p>\n\n\n\n

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

                    Technical Support Representative \u2013 <\/strong>October 2015 to February 2016  <\/p>\n\n\n\n

                    Primary point of contact for Wave Broadband\nsubscribers of internet, telephone and cable television services, assisting\ncustomers with technical issues in getting their services to perform to high\nindustry standards while ensuring customer satisfaction through excellent\ncustomer service and engaging teammates when needed.<\/p>\n\n\n\n

                    Key Achievements<\/em><\/strong><\/em><\/strong><\/p>\n\n\n\n

                      \n
                    • Meet or exceeded all performance metrics consistently<\/li>\n\n\n\n
                    • Awarded for excellent customer service experience
                      <\/li>\n<\/ul>\n\n\n\n

                      BANK OF AMERICA<\/strong> \u2013 Las Vegas, Nevada<\/p>\n\n\n\n

                      Senior Customer Service & Sales Specialist \u2013 <\/strong>August 2006 to May 2015  <\/p>\n\n\n\n

                      Point of contact in cultivating and\nstrengthening positive relationships with customer base, while generating and\ngrowing revenue across suite of financial products. Flourished in a high paced ever-changing\ncall center environment. Mentor and lead team members against aggressive\nperformance metrics, ensuring customer service excellence. Work closely with\nsenior leadership to assess and address training needs through development of\ncustomized seminars and materials. <\/p>\n\n\n\n

                      Key Achievements<\/em><\/strong><\/em><\/strong><\/p>\n\n\n\n

                        \n
                      • 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\n
                          \n
                        • Used the Agile development process to produce integrated customer service desktop application<\/li>\n<\/ul>\n<\/li>\n\n\n\n
                        • Served as Managing Performance Variation Coach (2010 to 2015)\n
                            \n
                          • Interface with associates to measure call performance and recommend improvements<\/li>\n\n\n\n
                          • Identify and mitigate certain behaviors to reduce variation in center-wide call statistics<\/li>\n<\/ul>\n<\/li>\n\n\n\n
                          • Excellent client satisfaction with client experience scores between 90-100% month over month<\/li>\n\n\n\n
                          • Exceeded performance metrics in client satisfaction and call handling within top 20% of associates
                            <\/li>\n<\/ul>\n\n\n\n

                            Client Escalation Supervisor \u2013 <\/strong>June 2008 to January 2010  <\/p>\n\n\n\n

                            Handled and resolved escalated supervisor\ncalls from 1st<\/sup> tier and 2nd<\/sup> tier agents and other\ndepartments involving bill pay disputes and client complaints. Delivered\ncoaching to associates and managers as needed.<\/p>\n\n\n\n

                            Key Achievements<\/em><\/strong><\/em><\/strong><\/p>\n\n\n\n

                              \n
                            • Maintained performance metrics in the top 3rd<\/sup> amongst a small team of Supervisor Professionals<\/li>\n\n\n\n
                            • Help transition CEU team from Las Vegas to a new team in Phoenix and Los Angeles via virtual live training<\/li>\n<\/ul>\n\n\n\n

                              Customer Experience Coach \u2013 <\/strong>April 2008 to November 2013<\/p>\n\n\n\n

                              Facilitated classroom\nlearning for new hires, locally and abroad by delivering comprehensive company\ninformation and performance expectations. Led on-the-job training in a classroom\nand production environment for up to 30 associates, completing call monitoring\nand performance evaluations.<\/strong><\/p>\n\n\n\n


                              Account Specialist<\/strong> \u2013 January 2006 to July 2006<\/p>\n\n\n\n

                              Assisting clients in an\nin-bound call center environment by maintaining their deposit relationships and\nengaging appropriate teams for additional financial assistance.<\/p>\n\n\n\n

                               <\/h3>\n\n\n\n

                              Education & Certifications<\/h3>\n\n\n\n

                              VERKADA CERTIFIED ENGINEER ESSENTIALS<\/strong>
                              CERTIFICATE ID: A723-E84D-590E 2024-11-19 (VALID)

                              PALO ALTO CERTIFIED NETWORK SECURITY ADMINISTRATOR (PCNSA)<\/strong>
                              VERIFICATION #: 7XT79VC2JJEE17SC 2021-02-27 (EXPIRED)

                              COMPTIA A+<\/strong>
                              CERTIFICATION NUMBER: 335736049 2018-06-02 (EXPIRED)<\/p>\n\n\n\n

                              Bellevue College<\/strong> \u2013 Bellevue, WA
                              Associate of Arts<\/strong> \u2013 2004 to 2005 
                              Higher education with a focus on small business management and business accounting<\/p>\n\n\n\n

                              Liberty High School<\/strong> \u2013 Renton, WA
                              High School Diploma \u2013 <\/strong>1999 to 2003
                              General education with advanced placement History and a focus on computer science, media production and industrial design<\/p>\n\n\n\n

                              <\/p>\n","protected":false},"excerpt":{"rendered":"

                              WITH OPERATIONS & LEADERSHIP EXPERIENCE IN INFORMATION TECHNOLOGY, TELECOMMUNICATION, FINANCE & CALL CENTER I\u2019m 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\u2019m continuously focused on encouraging positive customer …<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-5","page","type-page","status-publish","hentry","post","without-featured-image"],"_links":{"self":[{"href":"https:\/\/adam.powers.ninja\/index.php\/wp-json\/wp\/v2\/pages\/5","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/adam.powers.ninja\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/adam.powers.ninja\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/adam.powers.ninja\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/adam.powers.ninja\/index.php\/wp-json\/wp\/v2\/comments?post=5"}],"version-history":[{"count":26,"href":"https:\/\/adam.powers.ninja\/index.php\/wp-json\/wp\/v2\/pages\/5\/revisions"}],"predecessor-version":[{"id":89,"href":"https:\/\/adam.powers.ninja\/index.php\/wp-json\/wp\/v2\/pages\/5\/revisions\/89"}],"wp:attachment":[{"href":"https:\/\/adam.powers.ninja\/index.php\/wp-json\/wp\/v2\/media?parent=5"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}