IT Support & Systems Administration | Cloud & Security
IT and technical support professional with 7+ years of experience troubleshooting complex issues across enterprise support, cybersecurity, and cloud environments. Hands-on with Linux systems, DNS filtering, Docker-based services, network troubleshooting, and infrastructure monitoring. Focused on reliable systems, practical security, clear documentation, and effective problem resolution.
IT Support & Infrastructure
Atlanta, GA
Practical projects exploring infrastructure, network security, and observability.
Network Security
Built a Raspberry Pi-based Pi-hole and Unbound setup to filter advertising and tracking domains, provide recursive DNS resolution, and improve visibility into network DNS activity.
Self-Hosted Infrastructure
Deployed and maintained containerized services for a personal lab, including Nextcloud, Homepage, and SearXNG. Worked through service ports, configuration, connectivity, and deployment troubleshooting.
Monitoring & Observability
Set up a monitoring stack to observe host and service health using Prometheus, Grafana, Node Exporter, and Uptime Kuma, with dashboards and availability checks for troubleshooting.
Personal homelab projects. Implementation details are summarized without exposing private network information or credentials.
Technical expertise and customer success skills that drive results
Career journey in customer success and technical support
Huntress - Remote
Deliver technical support to partners by diagnosing issues, investigating complex problems, and driving troubleshooting efforts toward resolution. Assess incidents, determine root causes, and escalate cases when necessary. Manage and track support requests in Zendesk, maintain clear customer communication, and ensure timely follow-through from initial report to resolution. Troubleshoot Windows, macOS, and Linux environments while collaborating with teammates to resolve technical challenges. Identify documentation gaps, recommend improvements to internal and customer-facing resources, and continuously expand product knowledge and technical expertise.
CrowdStrike - Atlanta, GA
Delivered world-class technical support and customer success services for enterprise clients, maintaining 95%+ satisfaction. Acted as a trusted advisor during Falcon Host deployments, helping customers reduce time-to-value, optimize workflows, and integrate with tools like Cloud Connectors, Splunk, Jira, and ServiceNow. Served as a customer advocate influencing product improvements, authored technical knowledge resources, and became an SME in cloud-native security and containerized deployments across AWS, GCP, and Azure.
Twilio - Atlanta, GA
Supported a fast-paced cloud communications environment by resolving 35+ concurrent end-user incidents through ServiceNow while collaborating with Security, Networking, and DevOps teams. Led Identity & Access Management for third-party SaaS platforms (Okta, Slack, AWS) and optimized network performance by 18% through process improvements. Partnered with engineering teams on Windows/Linux workspace setups, provided after-hours escalation support for security incidents, and mentored junior administrators.
Apple - Atlanta, GA
Delivered hands-on hardware and software support across Apple's full product suite, specializing in diagnostics and repair of logic boards, SSDs, and network components. Consistently exceeded customer satisfaction targets while managing a high-volume support queue. Led new-hire training bootcamps, streamlined internal knowledge base documentation, and improved remote troubleshooting efficiency by 20%. Empowered customers through step-by-step guidance and security best practices to protect their data and devices.
Insights on cybersecurity, customer success, and cloud infrastructure
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