Professional Summary
IT Technical Support Specialist supporting enterprise environments across Active Directory, Entra ID, Microsoft 365,
VDI, VPN, endpoint support, and virtualization lab environments. Provide Tier 1/Tier 2 support for 1000+ users in a
high-volume, multi-client environment while maintaining 90%+ First Call Resolution. Strong focus on identity and
access management, systems troubleshooting, PowerShell automation, onboarding workflows, and operational documentation.
Seeking advancement into a Tier 2, Systems Support, or junior Systems Administrator role with increased ownership of
identity, endpoint, and infrastructure support.
1000+
users supported across enterprise environments
20-40+
tickets resolved daily in high-volume support
50%
password reset ticket reduction in 3 months
Professional Experience
Technical Support Specialist
Salelytics — San Antonio, TX
Mar. 2025 - Present
- Provide Tier 1/Tier 2 support for approximately 1000+ users across multi-client enterprise environments, resolving account, VDI, VPN, network, endpoint, and application issues.
- Handle 20-40+ tickets per day while maintaining 90%+ First Call Resolution and clear, user-focused communication.
- Administer identity and access workflows in Active Directory and Entra ID, including user provisioning, account unlocks, access changes, password resets, MFA troubleshooting, and group membership updates.
- Troubleshoot VDI and remote access environments, including Windows App virtual desktop access, GlobalProtect VPN connectivity, login issues, profile-related issues, and network access problems.
- Use ConnectWise Manage, ConnectWise Automate, and ScreenConnect for ticket management, automation, endpoint visibility, and remote support.
- Develop PowerShell automation to streamline repetitive identity and access tasks, reduce manual workload, and improve operational consistency.
- Created an Active Directory dashboard utility that displays key user account data including account status, locked-out status, enabled state, password expiration, password last set, bad password attempts, and last bad password attempt.
- Built an AD group membership automation tool for bulk user add/remove workflows, reducing group update tasks from hours to minutes.
- Reduced password reset ticket volume by 50% in 3 months by developing a PowerShell automation and HTML email notification workflow for soon-to-expire passwords.
- Developed an internal API-based user ID generation script for new hires, producing import-ready CSV output for faster provisioning.
- Created standardized onboarding documentation covering equipment setup, MFA, and common support workflows to reduce repeat issues and improve consistency.
Desktop Support Technician
WorldWide Tech Services — San Antonio, TX
Feb. 2025 - Mar. 2025
- Diagnosed hardware and software issues across enterprise laptops, desktops, monitors, peripherals, and supported devices.
- Performed system upgrades, device repair, workstation setup, and endpoint troubleshooting.
- Applied Dell and Lenovo repair knowledge to support warranty-related hardware service and replacement workflows.
Volunteer IT Technician
Revolution Church — Selma, TX
Oct. 2024 - Jan. 2026
- Set up remote desktop and VPN solutions to support staff access and remote administration needs.
- Installed and managed network equipment, server rack equipment, structured cabling, and network-connected devices.
- Troubleshot connectivity, hardware, software, projector, and AV production issues in a live church environment.
- Supported Mac and Apple-based systems used in production and creative workflows.
Network / Low Voltage Technician
Gold Protective Systems — Freehold, NJ
Feb. 2017 - Mar. 2019
- Installed and configured CCTV, access control, low-voltage cabling, and network-connected security systems.
- Troubleshot connectivity issues, configured networking devices, and supported field deployment of security infrastructure.
Selected Automation & Systems Projects
Active Directory Dashboard & Account Utility
PowerShell 5.1 • Active Directory • Identity Support
- Built a PowerShell tool to retrieve and display user account data for faster support triage.
- Included workflows for account unlocks, password reset support, and improved user selection.
Password Expiration Notification Automation
PowerShell • HTML Email • Active Directory
- Automated proactive notifications for users with soon-to-expire passwords at 7, 4, and 1 day intervals.
- Reduced password reset-related ticket volume by 50% within 3 months.
AD Group Management Automation
PowerShell • Bulk User Administration • Access Management
- Created a bulk add/remove workflow for AD group membership updates.
- Reduced repetitive access administration from hours of manual work to minutes.
New Hire User ID Generation Workflow
PowerShell • Internal API • CSV Output • Provisioning Support
- Developed an API-integrated script to generate user IDs for new hires.
- Produced import-ready CSV output to streamline onboarding and database import workflows.
Home Lab Virtualization Environment
VMware • VirtualBox • Windows Server • Active Directory • Networking
- Built and managed virtual lab environments using VMware and VirtualBox to practice systems administration and network troubleshooting.
- Configured Windows Server instances for Active Directory, user/group management, and basic domain administration testing.
- Simulated enterprise support scenarios including account provisioning, group policy, network connectivity issues, and endpoint troubleshooting.