Work experience

• Help Desk Engineer

  IBM

  2025.08-Current

  (a year)

  Post-Acquisition Integration: Supported DataStax’s integration into IBM infrastructure, SaaS ecosystem, and security standards while maintaining continuity during organizational change. Migration & Platform Transitions: Assisted post-acquisition migrations across Google Workspace, MDM, Atlassian Suite, Office 365, Freshservice, Box, Lucidchart, and Asana with minimal disruption to users. Onsite IT Support: Delivered hands-on support for hardware, software, and network issues, restoring productivity quickly in a high-demand office environment. Infrastructure Projects: Led the Server Room Decommissioning Project, coordinating secure asset removal, vendor logistics, documentation, and compliance requirements. Project Management (Jira): Managed timelines and task tracking in Jira while coordinating with engineering, HR, and vendors to reduce downtime and keep initiatives on schedule. Licensing & Compliance: Oversaw license renewals/terminations and ensured alignment with IBM procurement processes and security policies. Operational Scaling: Maintained full DataStax support responsibilities while expanding processes and support coverage for IBM’s enterprise environment. Other skills: - Practical experience with prompt engineering to use large language models for support and documentation tasks. - Accurately manage crisis escalation and escalate to other support teams as appropriate - Content approver writer and trainer
• Help Desk Engineer

  DataStax

  2021.08-2025.07

  (4 years)

  MDM & Endpoint Security: Led Windows MDM migration from AirWatch to Intune, increasing compliance and onboarding efficiency by 80%, and supported macOS MDM migration from Jamf to Kandji through testing, documentation, and user enablement. IT Service Management (ITSM): Led ITSM migration from JitBit to Freshservice, introducing automation and workflows that improved SLA compliance by 20% and increased operational visibility. Identity, Security & SaaS Administration: Administered enterprise platforms including Okta, Google Workspace, Microsoft 365, Slack, Zoom, Atlassian, GCP, Azure, CrowdStrike, 1Password, GitHub, Glean, ChatGPT, and Proofpoint to ensure secure, reliable access across teams. Global Onboarding & Offboarding: Managed the full employee lifecycle for globally distributed teams, coordinating access provisioning, device readiness, and timely deprovisioning to maintain security and productivity. Executive & White-Glove Support: Provided high-touch IT support to executives and partnered closely with executive assistants to resolve issues quickly with minimal disruption. Service Desk Performance & Customer Experience: Consistently recognized as a top ticket resolver for speed, quality, and customer satisfaction in a high- volume support environment. Process Improvement & Knowledge Management: Built SOPs, knowledge base articles, and training materials that reduced ticket volume and expanded IT self-service adoption by 20%. AV, Events & Onsite Operations: Supported audiovisual systems and onsite IT operations for company-wide events including All-Hands meetings, SKOs, and hackathons. Security Operations & Email Protection: Improved organizational security posture by tuning email security policies and strengthening phishing- prevention controls. Network & Office Infrastructure: Installed and troubleshot wireless access points, switches, and office network hardware to improve reliability and user experience.
• Desktop Support Engineer

  Minted

  2020.09-2021.01

  (5 months)

Educational experience

• Westcliff University

  Information Technology Project management

  2022.10-2026.12

  (4 years)
• Westcliff University

  Information Technology

  2020.01-2022.01

  (2 years)
• Lamar University

  Electrical and Electronics Engineering

  2015.01-2017.01

  (2 years)
• Westcliff University

  Computer/Information Technology Administration and management

Certificates