Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Felton Square

Baton Rouge,LA

Summary

Highly accomplished and versatile Technical Specialist with over 20 years of experience troubleshooting, configuring, and supporting complex enterprise software, hardware systems, and cloud infrastructure (p. 1). Proven track record of managing advanced Windows environments, resolving deep-layer system escalations, and operating within high-velocity distributed teams (pp. 1-2). Adept at bridging the gap between intricate technical solutions and client success, making me exceptionally suited for Bluebeam's Tier 2 technical support ecosystem.

Overview

1
1
Certification
24
24
years of professional experience

Work History

Dynamic PC Support Technician – Jorgensen OEM Delivery

Worldwide TechServices (WWTS)
Baton Rouge, LA
02.2025 - Current
  • Execute basic and complex hardware and software troubleshooting activities for desktop and laptop environments under rigorous Service Level Agreements (SLAs).
  • Provide high-touch desktop application and infrastructure support, interacting directly with corporate clients to resolve technical glitches accurately.
  • Maintain active, required OEM certifications to facilitate specialized hardware delivery, asset deployment, and device repairs.
  • Perform real-time case reporting, logging administrative data, asset controls, and inventory details via the digital company ticket tracking tool.
  • ZipRecruiter +1

Cloud Operations Engineer IV

DXC Technology
Remote
01.2019 - 01.2025
  • Delivered advanced Windows and Linux platform support across distributed cloud (Azure, AWS) and virtualized (VMware vSphere) environments (pp. 1-2).
  • Provided seamless remote technical support for on-premises Windows enterprise systems using Dell iDRAC and Citrix client tools (pp. 1-2).
  • Leveraged ServiceNow, Jira, and Confluence to log, track, and successfully resolve high-priority incident alerts, change requests, and service tickets (p. 2).
  • Conducted platform and OS-level troubleshooting for cross-functional software teams to guarantee application optimization and minimize deployment blockers (p. 2).
  • Performed systematic monthly operating system patch management for a fleet of over 200 virtual machines (p. 2).
  • ZipRecruiter +1

Interim Director for Infrastructure / Enterprise Architect

Alcorn State University
Lorman, MS
01.2009 - 01.2019
  • Directed a major infrastructure initiative refreshing all campus computing labs to an on-premise cloud/virtual system, allowing students stable remote software access from off-campus (p. 2).
  • Provided comprehensive hands-on leadership and top-tier support across instructional technology platforms and digital media environments (p. 2).
  • Partnered closely with major vendors (Dell) to integrate emerging classroom technologies and troubleshoot system integration flaws (p. 2).
  • ZipRecruiter +1

System Analyst and Multimedia Specialist

Southern University
Baton Rouge, LA
01.2002 - 01.2009
  • Handled day-to-day network operations, resolving localized connectivity issues and delivering exceptional technical support for Windows Server Management (p. 3).
  • Administered Microsoft Exchange and deployed firewall systems using network address translation (NAT) to implement secure workstation and internet access policies (p. 3).
  • ZipRecruiter +1

Education

B.S. - Electronic Engineering Technology

Southern University
Baton Rouge, LA
05-1982

Skills

  • Technical Support: Tier 2/3 Escalations, Root Cause Analysis, IT Service Management, Patch Management (p 2)
  • Operating Systems & Virtualization: Windows OS Administration, Linux Support, VMware vSphere, Citrix VDI (pp 1-2)
  • Hardware & Deployment: OEM Hardware Support, Equipment Repair, Asset/Inventory Tracking, Desktop Configuration
  • ITSM Tools: ServiceNow, Jira, Confluence, Helpdesk Case Management (p 2)
  • Remote Workspace: Asynchronous Communication, Remote Desktop Tools (Dell iDRAC), Self-Motivated Operations (pp 1-2)

Certification

  • Microsoft Certified: Azure Fundamentals (2022) (p. 2)
  • AWS Certified: Cloud Practitioner (2022) (p. 2)
  • Microsoft Certificate: Azure Security Services (2019) (p. 2)
  • Active OEM Certifications via WWTS (2025)

Timeline

Dynamic PC Support Technician – Jorgensen OEM Delivery

Worldwide TechServices (WWTS)
02.2025 - Current

Cloud Operations Engineer IV

DXC Technology
01.2019 - 01.2025

Interim Director for Infrastructure / Enterprise Architect

Alcorn State University
01.2009 - 01.2019

System Analyst and Multimedia Specialist

Southern University
01.2002 - 01.2009

B.S. - Electronic Engineering Technology

Southern University