SWA HA
Bowling Green
Summary
As an energetic and team-oriented Technology Associate, I bring over 5 years of dedicated experience ensuring seamless operations across hardware, software, and network systems. My expertise includes detailed computer diagnostics, installation and configuration of complex infrastructure components, and meticulous inventory management. I provide a proven ability to manage ticketing systems, conduct user training, and maintain meticulous asset records. I thrive on applying creative problem-solving to resolve critical faults and consistently deliver results that meet or exceed team goals.
Experienced IT professional with strong focus on providing technical support and troubleshooting. Adept at resolving complex issues while ensuring efficient operations and user satisfaction. Known for team collaboration, adaptability, and delivering results in dynamic environments. Proficient in network management, software support, and customer service. Reliable and flexible with changing needs, ensuring smooth and effective IT service delivery.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Helpdesk Technician
Sumitomo Electric Wiring Systems Inc.
Bowling Green, KY
11.2024 - Current
- Expert at maintaining system integrity and providing Tier 2/3 support in hybrid work environments; skilled at balancing hands-on physical hardware maintenance with secure, enterprise-grade remote administration.
- Orchestrated hybrid identity lifecycles by managing Active Directory (AD) and Azure AD/Entra ID to ensure secure, least-privilege access control across the enterprise.
- Streamlined M365 Administration, overseeing Exchange Admin Center, cloud-based security groups, and complex distribution lists to optimize organizational communication.
- Resolved Tier 2/3 technical escalations across complex Virtual Machine (VM) environments, Remote Desktop Services, and Mitel VoIP systems using Ivanti and Dameware for advanced remote remediation.
- Spearheaded the Zero Trust (ZTNA) transition, replacing legacy VPNs with modern security frameworks and managing large-scale MFA deployments via Microsoft Authenticator.
- Managed mobile architecture through Microsoft Intune, automating the deployment, security compliance, and life cycle of corporate mobile assets.
- Served as a Subject Matter Expert (SME) for the Microsoft 365 suite, providing expert-level troubleshooting for Excel, Teams, and Outlook to minimize downtime.
- Standardized IT workflows by developing comprehensive SOPs, reducing onboarding time for new hires and improving first-touch resolution rates for the support team.
- Managed mission-critical AS400 financial backups, utilizing Mocha systems to coordinate server job stoppages and ensuring 100% data integrity for off-site disaster recovery.
- Proactively monitored network health, identifying and resolving server capacity bottlenecks and infrastructure outages before they impacted end-users.
- Executed physical data center maintenance, collaborating with network engineers on high-stakes hardware tasks including SFP swaps, UPS replacements, and cable patching.
System Support Tech
World Class Distribution Inc.
Franklin, KY
08.2024 - 11.2024
- Specialized Hardware Deployment: Configured and rolled out industrial mobile tech, including Honeywell scanners and Thor inventory devices.
- Network Provisioning: Managed physical and logical connectivity by integrating distribution switches and activating device-specific network services.
- Identity & Access Management: Provisioned Active Directory accounts and defined application permissions to ensure secure Day 1 operational readiness.
- Operational Training: Developed SOPs and trained team members on new hardware and software to maximize site efficiency.
Campus Technology Assistant
Glendale Union High School District
Phoenix, AZ
08.2022 - 07.2024
- Campus IT Leadership: Managed 24/7 technical operations for campus infrastructure, ensuring uninterrupted service for staff and students.
- Large-Scale Fleet Management: Administered a fleet of 1,500+ Chromebooks, Windows desktops, and interactive viewboards, overseeing deployment and lifecycle maintenance.
- Network & Security Oversight: Optimized Aruba HPE wireless performance and managed Palo Alto VPN configurations for secure staff access.
- Physical Security Operations: Supervised enterprise-grade security systems, including Verkada camera surveillance and automated gate controls.
- Systems Administration: Managed identity access via Active Directory and device tracking through Chrome Admin consoles.
- Efficiency Initiatives: Implemented a device loan-out system that eliminated inventory loss and reduced support volume through proactive staff training and SOP development.
- Support Desk Management: Resolved high-volume technical requests via Zendesk, maintaining strict uptime for classroom technology.
JV/ Varsity Soccer Coach
Washington High School
Phoenix, AZ
11.2019 - 07.2024
- Led junior varsity and varsity soccer teams to five consecutive winning seasons, culminating in a state championship.
- Mentored freshman coach and team, fostering development and teamwork.
- Provided academic tutoring to students, reinforcing the importance of academic success as a foundation for athletic achievement.
Sales Associate/ Part-Time Assistant Manager
Big 5 Sporting Goods
Phoenix, AZ
07.2020 - 09.2022
- Team Leadership: Mentored and trained staff in merchandising and operations, fostering a collaborative, high-performance environment.
- Merchandising Strategy: Managed inventory layouts and seasonal displays to maximize visual impact and enhance the customer shopping experience.
- Operational Efficiency: Streamlined administrative workflows, including inventory tracking and complex dispute resolution, to improve service delivery and floor management.
Operations Associate
Amazon Central Operations
Tempe, AZ
09.2018 - 06.2020
- Directed Excel program management for staffing and order tracking across several Whole Foods facilities.
- Developed and implemented an automated process that streamlined the production of employee badges, enhancing efficiency.
- Oversaw hardware and software troubleshooting to maintain operational integrity, leading to recognition for a lead training position.
Education
Cybersecurity Bootcamp Certification -
Arizona State University
Phoenix, AZ11-2023
Bachelors - Interdisciplinary Studies/Justice Studies
Northern Arizona University
Flagstaff, AZ05-2022
Associates in Applied Sciences Degree with Honors - undefined
Glendale Community College
Glendale, AZ05-2021
Skills
- Active Listener
- Team leadership
- Flexible in dynamic environments
- Communicator and Conversationalist
- Team Oriented/ Leader
- Analytical thinker
- Self-Driven
- Results driven
- Customer service
- Technical support proficiency
- Proficient in ticketing systems
- Data backup management
- Troubleshooting skills
Certification
- CompTIA Network+ N10-009
- Expires 2028-11-22
Languages
English
Native or Bilingual
Burmese Native/Bilingual
Full Professional
Timeline
Senior Helpdesk Technician
Sumitomo Electric Wiring Systems Inc.
11.2024 - Current
System Support Tech
World Class Distribution Inc.
08.2024 - 11.2024
Campus Technology Assistant
Glendale Union High School District
08.2022 - 07.2024
Sales Associate/ Part-Time Assistant Manager
Big 5 Sporting Goods
07.2020 - 09.2022
JV/ Varsity Soccer Coach
Washington High School
11.2019 - 07.2024
Operations Associate
Amazon Central Operations
09.2018 - 06.2020
Bachelors - Interdisciplinary Studies/Justice Studies
Northern Arizona University
Associates in Applied Sciences Degree with Honors - undefined
Glendale Community College
Cybersecurity Bootcamp Certification -
Arizona State University