Dynamic IT and End User Support professional with over five years of hands-on experience delivering technical support in Windows-based environments. Expert in troubleshooting hardware, software, user accounts, network connectivity, and peripheral issues. Proven ability to assist end users with a diverse range of technologies, including Microsoft 365, Microsoft Azure, Google Workspace, Active Directory, and VPN connectivity, as well as classroom and office technology. Proficient in diagnosing technical challenges, configuring systems and devices, documenting solutions, safeguarding confidential user information, and coordinating technical projects across multiple stakeholders. Recently earned a Master of Science in Information Technology with a concentration in Cybersecurity, complemented by CompTIA Security+, AWS Certified Cloud Practitioner, and ISC2 Certified in Cybersecurity credentials. Recognized for a strong customer service mindset and the ability to prioritize incidents while collaborating effectively across teams.
Work History
Teacher / Tech Support
15 Years 2 Months- Provided technology assistance to faculty and staff by troubleshooting Windows end-user issues, including hardware, software, peripherals, account access, network connectivity, and VPN-related problems.
- Diagnosed classroom and computer technology issues and assisted with the setup and configuration of printers, displays, mobile devices, and other end-user equipment to support daily operations.
- Assisted users with Microsoft 365, Google Workspace, district information systems, and other enterprise applications, helping resolve access and usability issues.
- Troubleshot account access, software, device configuration, and connectivity problems, escalating complex issues to appropriate technical support teams when necessary.
- Followed district privacy and security procedures when handling confidential student and organizational information, supporting responsible data protection practices.
- Delivered user-focused technical assistance by explaining troubleshooting steps and solutions in clear, accessible language tailored to each user's technical knowledge.
Education
Master of Science - Information Technology (Cybersecurity)
Bachelor of Science - Exercise Science
Skills
Accomplishments
CompTIA Security+ (SY0-701) • AWS Certified Cloud Practitioner • ISC2 Certified in Cybersecurity (CC)