About Me
Senior IT Infrastructure Professional with over three years of demonstrated expertise in enterprise-scale technical operations and systems architecture. Specializes in cross-platform environment optimization, advanced network protocol implementation, and automated deployment solutions. Distinguished track record at Google, delivering mission-critical infrastructure improvements through expert system administration and innovative scripting solutions.
My Resume
If you would like to see my complete work history, visit LinkedIn, or send a email
Education
Bachelor of Science & Psychology
2020 - 2024
University of Maryland Global Campus, Adelphi, MD
Leveraging advanced behavioral analysis and cognitive psychology principles, I implement data-driven approaches to optimize user experience and technical support operations. My expertise in quantitative and qualitative research methodologies enables systematic problem diagnosis and solution development, while my background in psychological frameworks facilitates precise user behavior pattern recognition and predictive issue resolution. I apply empirical methodologies to decompose complex user interactions, resulting in enhanced system usability and elevated customer satisfaction metrics. By integrating behavioral analytics with technical troubleshooting protocols, I develop robust support strategies that address both systematic and user-centric challenges, ultimately driving measurable improvements in service delivery efficiency and user adoption rates.
Certification
Comptia A+
Red Hat Certified System Administrator (March 2025)
Google Cloud Associate Cert (May 2025)
Skills
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.
Professional Experience
Data Center Technician
Sept 2023 - Nov 2024
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.
Projects
Current Projects
