Resume
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Summary
Personable, solution-focused IT professional with 19+ years of experience in technical support, system administration, and leadership roles. Adept at leveraging analytical thinking to diagnose and resolve complex technical issues, optimize IT infrastructure, and enhance operational efficiency. Skilled in networking, system administration, and database management, with hands-on experience in programming, software development, and cloud technologies. Excellent communicator with a strong customer service background, able to convey technical concepts to diverse audiences and collaborate across departments to drive business success. Passionate about continuous learning and implementing emerging technologies to improve IT solutions.
Professional Experience
RC Systems, Inc (Merged with DaySmart in 2023) | Warren, MI
Senior Technical Support Rep | May 2014 - Present
- Led post-acquisition transition, overseeing support, development, onboarding, offboarding, and platform migrations to DaySmart.
- Managed a client-server application used by 200+ customers and 4,000+ end users in the parks and recreation industry.
- Resolved 10,000+ support tickets via phone, email, and chat, ensuring high customer satisfaction.
- Performed SQL database administration, including running scripts, generating reports, and managing installations.
- Set up servers and configured networks for a client-server SQL product.
- Executed SQL and IIS web server migrations with minimal downtime.
- Conducted QA testing, defect reporting, and knowledge base documentation.
- Provided Windows desktop support for internal/external users, including printers, POS systems, and credit card devices.
- Trained new employees in customer support and technical processes.
- Researched and implemented a company-wide PBX phone system.
- Assisted in data disaster recovery and cybersecurity efforts.
Verizon Wireless | Southfield, MI / Murfreesboro, TN
Tech Support Data Coordinator I | September 2011 - April 2014
- Awarded Directors Circle Platinum Award (2013) for outstanding performance.
- Delivered 93%+ customer satisfaction scores, consistently exceeding KPIs.
- Managed 30+ technical support calls per day in a high-volume call center.
- Handled customer escalations while maintaining an industry-low transfer rate.
- Provided troubleshooting support for Verizon’s full product portfolio (smartphones, tablets, broadband, Home Phone Connect).
- Diagnosed network issues, escalated trouble tickets, and assisted with POP/IMAP email setup and Wi-Fi configurations.
- Utilized MTAS to resolve voice/SMS/MMS delivery issues.
J&B Medical Supply | Wixom, MI
Support Team Lead | September 2005 - September 2011
- Led IT-business alignment efforts, acting as liaison between IT and office management for software development and implementation.
- Spearheaded migration of shipping platform from Universal HDMS to an Oracle-based system.
- Developed office procedural documentation to streamline operations.
- Managed document imaging and storage systems using OnBase and Kofax software.
- Provided internal desktop support.
- Supervised and conducted performance evaluations for a team of six employees consisting of various positions.
Technical Skills
- Programming Languages: Java, C#, Python
- Data Structures & Algorithms
- Object-Oriented Programming (OOP)
- Software Development Lifecycle (SDLC)
- Database Management & SQL
- Networking & System Administration: Server setup, network configuration, IIS administration, SSL installation, PBX phone system management
- Operating Systems: Windows (XP, 7, 10, 11, Server 2003–2022), Linux, macOS, Android, iOS
- Software & Tools:
- Ticketing Systems: AxoSoft, Remedy, Salesforce, JIRA, Intercom, Salesforce
- Telephony Systems: ShoreTel, Rockwell, RingCentral, Net2Phone
- Enterprise Software: Microsoft Office Suite, OnBase, Kofax
- Scripting & Troubleshooting: SQL scripting, system debugging, QA testing
Education
- Bachelor of Science in Computer Science | Baker College | Owosso, MI
Expected Graduation Year: 2026 | GPA: 4.0 - Bachelor of Science in Computer Science | University of Michigan, Dearborn, MI
Sept 1998 - May 2001
Certifications
- CompTIA A+ | March 2024 | Certificate ID: DG8BGT0LZKQ41KY0
- CompTIA Network+ | March 2024 | Certificate ID: 1251EK7ZJMR4Q338