Desktop Support Technician – Level I - CAL IT Group (Dates)
Provided frontline support for hardware, software, and network issues.
Utilized Autotask ticketing system to track, prioritize, and resolve service requests.
Installed and configured desktops, laptops, and peripherals.
Documented technical procedures and solutions in a knowledge base.
Onboarded new users and set up accounts, systems, and permissions.
Systems Engineer - Emerald (October 2024 – Current)
Patch endpoint devices through MDM platforms like NinjaOne and Kandji to ensure compliance and minimize vulnerabilities.
Utilize Wazuh SIEM tools to identify security threats, prioritize remediation based on severity, and strengthen the organization's security posture.
Coordinate patch management strategies for operating systems and third-party applications, ensuring timely deployment of critical updates.
Manage identity and access control systems, including MFA and conditional access, to safeguard sensitive data.
Lead incident response efforts, analyzing security events and coordinating remediation to minimize impact.
Provide security awareness training for employees, reducing phishing risks and improving organizational security culture.
Deployed Microsoft Defender for Endpoint across the organization to enhance threat protection.
Migrated devices to Microsoft Intune, streamlining management, compliance, and security configurations.
Technical Support Lead - CAL IT Group (June 2023 – Current)
Managed a team of six helpdesk technicians, overseeing the resolution of 10,000+ tickets annually.
Served as the primary escalation point, resolving complex technical issues and coordinating remediation efforts to maintain system stability.
Administered Active Directory and Microsoft 365 environments for 30+ organizations, ensuring strong security.
Maintained daily backups using Veeam and Azure Cloud Backup, guaranteeing full data recoverability.
Designed and managed virtual environments with VMware, optimizing resource efficiency.
Coordinated system implementations, overseeing all phases from testing to production to ensure seamless deployment.
Authored documentation for internal resources and customer-facing procedures, boosting team efficiency.
Delivered security awareness training and conducted quarterly phishing campaigns with KnowBe4 and Proofpoint.
Led onboarding of new employees and conducted performance reviews, fostering personal and professional growth.
Projects
Led the successful transition from Meraki MDM to JAMF for a school with over 700 users, improving device management and security.
Migrated a client from AWS Workspaces to Microsoft Entra ID, enabling SSO, conditional access, and Intune compliance policies for streamlined application access and security.
Developed and hosted a static website in AWS S3 with a visitor counter, integrating API Gateway, Lambda, and DynamoDB, and IAM controls.
Education
Bachelor of Science in Management Information Systems - San Diego State University (May 2021) Minor in Finance