Professional Summary

Exceptional IT Support Engineer with 14 years experience resolving complex end-user issues. Excited to take on the next challenge with a vast repertoire of skills.


  • 14 years experience in IT
  • World Class Certification
  • Innovative, 'outside the box' problem-solver.
  • Expert diagnostic skills
  • Analytical and crticial thinker
  • Proven record of learning on the fly
  • Skilled multi-tasker
  • Customer service expert

Work History

It Support Specialist
K12, Inc- Oklahoma City, OK
07/2013 to 03/2015
  • Top tier support for K12's online educational software.
  • Hands-on management of Windows servers (2003-20012) running K12 products including installation, optimiztion and troubleshooting.
  • Setup and maintenance of SQL databases on client servers
  • Installation and troubleshooting client-side software for teachers and students.
  • Tier 3 escalation point for high complexity issues.
Workload Analyst
Dell Inc- Oklahoma City, OK
06/2011 to 07/2013
  • Workload manager and subject matter expert for the Boeing Enterprise Account.
  • Optimized service desk ticket volume, working closely with Boeing's internal resolver groups and the managed print services group. Streamlined processes to resolve issues quickly and efficiently.
  • Kept team members up to date on new processes, providing feedback on effectiveness of current strategies.
Technical Support Technician
Dell Inc- Oklahoma City, OK
11/2006 to 06/2011
  • Pioneered the managed help desk solution as part of Dell's Global Service Desk
  • Integral part of the launch team for Park Nicollet, the Dell's first large-scale healthcare account.
  • Subject Matter Expert for Park Nicollet's Nortel phone switch using the Nortel ServOrd application.
  • Joined the PC Workspace team offering a economical solution for smaller clients including Xcel Energy, Safety-Kleen and Avon.
  • Full support of a large repertoire of custom software applications as well as hardware triage and replacement.
Level II Eagle Support
Teleflora Technologies- Oklahoma City, OK
03/2006 to 10/2006
  • Provided support to Teleflora's member florists for their point of sale software package, Eagle POS.
  • First contact support for all hardware and software issues, using Dell PowerEdge servers and Optiplex workstations, Dell multi-tray laser printers and point of sale peripherals.
  • Support provided over the phone, remotely over highspeed internet connection in maintaining day to day operations, domain-based networking using Active Directory, credit card uplink and basic accounting with both Quickbooks and Peachtree.


Western Governor's University

Salt Lake City, Utah


Kennesaw State University

Kennesaw, GA

09/1997 to 05/2000