Operating Systems
Linux (Ubuntu, Fedora, Red Hat), Windows 11, and macOS support across endpoint troubleshooting, administration, and user assistance workflows.
Summary
Dedicated IT professional with excellent troubleshooting skills across end-user systems, infrastructure, and operational support workflows. I bring deep macOS and Apple expertise, including building and running an Apple Authorized Service Provider operation at Johns Hopkins, where I led service quality, training, and documentation standards. I currently manage an Apple support Teams channel of 10 technicians supporting roughly 200 internal IT staff who are newer to Mac issues, and I author all Mac/Apple documentation used by that group. I am strongest where technical depth, clear communication, and practical execution are all required to keep people productive.
Experience Snapshot
Senior Technical Support Analyst
- Deliver end-user technical support in a high-volume enterprise environment with a strong focus on clear communication and durable fixes.
- Troubleshoot desktop, laptop, mobile, and peripheral issues across Windows, macOS, and Linux-based workflows.
- Support service operations, escalation handling, and cross-team collaboration to maintain reliability and user productivity.
IT Support Associate II
- Provided technical support to Amazon corporate employees worldwide through web chat, phone, email, and ticketing systems.
- Diagnosed and resolved end-user computing issues by analyzing symptoms, identifying the right resources, testing fixes, and following through to closure.
- Worked within organizational standards and response expectations in a fast-paced, high-demand support environment.
Core Skills
- Deep understanding of Windows, Mac, and Linux operating systems
- Solid grounding in network protocols and infrastructure services
- Network and web application security
- Customer service
- Attention to detail
- Ability to learn new technologies quickly
- Server administration
- Root cause analysis
- Red teaming
- Capture the flag
A practical mix of support depth, systems knowledge, and security-focused problem solving.
What I Bring
Infrastructure & Protocols
Experience with TCP/IP, IPX/SPX, NWLINK, WINS, DNS, DHCP, POP, IMAP, SMTP, FTP, SSH, TELNET, VPN, and RDP in enterprise support contexts.
Platforms & Tooling
Hands-on use of Apache, Citrix Cloud, Workspace ONE, Apple DEP, Service Manager, Track-IT, PeopleSoft, Bacula, WordPress, and ZOHO CRM.
Development & Scripting
Working proficiency with HTML, CSS, JavaScript, Python, PHP, MySQL, Bash, and PowerShell for automation, troubleshooting, and internal tooling support.
Next Step
If you'd like to learn more about my experience, background, or the kind of work I'm building toward, the best next step is to reach out directly.