Bachelor of Science & Psychology

2020 - 2024

University of Maryland Global Campus, Adelphi, MD

As a Psychology graduate, I apply a strong understanding of human behavior to technology roles, particularly in user support and customer service. My expertise in empathy, communication, and problem-solving enables me to approach technical challenges with a user-centered mindset, improving customer satisfaction and delivering effective solutions. This psychological insight allows me to not only resolve issues but also anticipate user needs and enhance the overall tech experience

Comptia A+

Red Hat Certified System Administrator (in progress)

Cisco Certified Network Administrator (in progress)

Linux - Proficient in understanding the issues that could occur within the OS

Windows - Proficient in diagnosing and resolving a wide range of issues within the Windows operating system.

Bash - Experienced in utilizing and continuously learning new scripting techniques to streamline workflows and improve operational efficiency.

Python - Experienced in employing scripting techniques to analyze and anticipate potential issues within database systems

SQL - Skilled in writing complex SQL queries to extract, transform, and load (ETL) data, ensuring data integrity and accuracy.

HTML/CSS/ JavaScript - Proficient in HTML, CSS, and JavaScript for developing responsive and user-friendly web applications, ensuring optimal performance across various devices and browsers.

Data Center Technician

Sept 2023 - Present

Google, Clarksville, TN

• Led complex issue resolution processes and coordinated cross-functional project teams to maintain uninterrupted operation of critical data center infrastructure.
• Created and managed tickets for site-wide issues using internal ticketing systems, ensuring efficient communication and resolution of problems across the technical teams.
• Partnered with the Network Team, utilizing proprietary tools to diagnose and resolve complex network issues affecting server connectivity.
• Employed Windows and Linux platforms to troubleshoot and resolve critical bugs and operational issues on Google servers.
• Worked with the project team to design and implement Bash scripts, optimizing server migration workflows and improving operational efficiency.

Technical Operations Engineer

April 2022 - Sept 2023

Google, Sunnyvale, CA

• Provided technical support through multiple channels, including chat, email, phone, video, and in-person, ensuring comprehensive assistance across all platforms.
• Troubleshot issues within Google's corporate IT resources, applications, and across various operating systems such as Linux, Chrome OS, macOS, Windows, and mobile platforms.
• Collaborated with a team of technicians on projects aimed at enhancing customer support services. This involved developing comprehensive documentation for specific user issues, establishing Subject Matter Experts (SMEs) for different operating systems, and improving Service Level Objectives (SLOs).
• Administered user logins and access permissions to cloud resources using Google Cloud Platform, while monitoring and logging user activity and accessibility.

IT Technician

Nov 2021 - April 2022

Wesley Homes, Des Moines, WA

• Delivered remote technical support, effectively communicating solutions to complex technical issues in clear and user-friendly language.
• Managed optical network installations and provided ongoing maintenance services for over 100 users, ensuring network reliability and performance.
• Analyzed and resolved DNS and file server issues and outages, restoring normal operations efficiently.
• Configured Wireless Access Points (WAP) and ensured seamless integration with the main DHCP server for consistent connectivity.
• Supported large-scale installations using Windows Server 2016 for both Windows and Linux machines through PXE boot configurations.
• Utilized Jira to manage upcoming projects and track active tickets, ensuring timely resolution and project progress.