Experience

4 years and counting covering several different roles in the enterprise support, cybersecurity, and system infrastructure fields.

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Career Timeline

Technical experience

The roles most relevant to enterprise support, cybersecurity, and systems infrastructure, are expanded below.

Oct 2024 — Present

RMS Omega Technologies

Service Desk Technician · Tier 2 Escalation

Rosedale, MD

Endpoint management, networking, automation, and customer infrastructure

Selected Impact

  • Administer SOTI MobiControl, SOTI Connect, and 42Gears SureMDM environments for 60+ companies and 4,500+ devices across the United States, Canada, and Europe.
  • Resolve escalated hardware, software, TCP/IP, DNS, printer, Windows, Android, and mobile-scanner issues.
  • Automate provisioning and troubleshooting with PowerShell and batch scripts, and built an internal Python inventory-management tool.
  • Manage patching, system updates, re-imaging, hardware repair, technical documentation, and CentOS-based print systems.

Skills & Tools

  • Windows 10/11
  • Android
  • SOTI MobiControl
  • 42Gears SureMDM
  • PowerShell
  • Python
  • CentOS
  • TCP/IP
  • DNS
  • Patch Management

What I Learned

I learned how to turn different customer requirements into supportable technical standards while balancing troubleshooting, automation, documentation, logistics, and hands-on repair.

Sep 2023 — Jul 2024

Tele-Optics, Inc.

IT Security Technician · Contract

Kingsport, TN

Identity governance, SAP security, vulnerability management, and automation

Selected Impact

  • Supported implementation of role-based access controls for more than 40% of the client’s enterprise users.
  • Administered 21,000+ accounts and 32,500+ roles through SAP IDM and SAP GUI.
  • Redesigned SAP roles to improve security posture, access clarity, and alignment with business processes.
  • Performed quarterly security assessments, audits, vulnerability scans, log review, and scripted task automation.

Skills & Tools

  • SAP IDM
  • SAP GUI
  • RBAC
  • Access Governance
  • Vulnerability Scanning
  • Security Auditing
  • Log Analysis
  • Python
  • Batch Scripting

What I Learned

I learned that effective enterprise security has to connect technical controls, business processes, audit requirements, and usable access workflows.

Jul 2022 — Sep 2023

Tele-Optics, Inc.

Help Desk Technician

Kingsport, TN

Enterprise support, Active Directory, documentation, and service delivery

Selected Impact

  • Handled 4,000+ service requests for a global Fortune 400 organization with more than 14,000 employees.
  • Maintained an 82% first-contact resolution rate and a 93% user-satisfaction rate.
  • Managed users, groups, contractors, passwords, and permissions in an Active Directory environment supporting 21,000+ accounts.
  • Created knowledge-base articles, trained new employees, and completed advanced Tier 2 desktop-support training.

Skills & Tools

  • ServiceNow
  • Active Directory
  • Microsoft 365
  • Remote Support
  • Desktop Support
  • SLA Management
  • Technical Documentation
  • Employee Training

What I Learned

I learned how to troubleshoot methodically under time pressure, communicate clearly with users, document repeatable fixes, and recognize when an issue needs escalation.

Earlier Experience

Operational foundation

These roles further developed my skills that I use everyday.

Aug 2024 — Oct 2024

Help Desk Technician with Logistics Support

Tele-Optics, Inc.

SAP ERP shipment scheduling, data validation, daily operations coordination, and disruption planning.

Mar 2023 — Nov 2023

Receiver / Stocker

Lowe’s Home Improvement

Inventory control, Zebra scanners, freight coordination, and a documented 110% efficiency rating.

Aug 2018 — Jun 2022

Crew Member → Shift Lead

Chellas Arepa Kitchen

Progressed into shift leadership, supervised teams of up to seven, and managed high-volume daily operations.

2018 — 2019

Evening Attendant

Yale Outdoor Education Center

Guest operations, outdoor safety, facilities upkeep, and daily weather forecasts used for planning.