Resume
IT Support | Systems Support | Network Troubleshooting
Professional Summary
Technical support and systems professional with experience spanning Tier 2 escalation, VoIP and network troubleshooting, Microsoft 365 administration, endpoint security, customer onboarding, and security-focused QA. Known for high-volume support, clean escalation documentation, and cross-functional problem solving in production environments.
Experience
QA Tester / Quality Assurance Engineer
Telecom company | Dec 2025 - Present
- Investigate and reproduce production and project issues across a web-based VoIP platform and desktop application, spanning authentication, permissions, calling, routing, recordings, voicemail, integrations, workflows, UI, and APIs.
- Conduct security-focused testing with browser developer tools and Burp Suite to identify broken access controls, unauthorized data exposure, and privilege-escalation paths; roughly 75% of work supports live production issues.
MSP Solutions Engineer
Telecom company | Jun 2025 - Nov 2025
- Provided MSP support across 50+ customer environments totaling roughly 300-500 endpoints, administering Microsoft 365, endpoint management, and security tooling across user, device, identity, and email workflows.
- Handled SentinelOne and IRONSCALES alert response, standardized the endpoint-security ticket workflow, and resolved remote Windows, printer, networking, and customer-environment change requests.
TAM Team Lead / Tier 2 Engineer
Telecom company | Apr 2024 - May 2025
- Led Tier 2 escalation for complex VoIP, application, routing, and configuration failures, coordinating fixes with engineering through Git-based defect and change workflows.
- Used Linux, Asterisk, logs, and system data to isolate root cause across server, network, customer configuration, and application layers.
- Supported Asterisk 1.8 to 18 server-upgrade testing, identified post-upgrade I/O wait and resource issues, and collected system metrics for engineering-led remediation.
Technical Account Manager
Telecom company | Mar 2023 - Mar 2024
- Managed 10-20 concurrent implementation projects for organizations typically ranging from 20 to 150 seats, covering discovery, routing design, user setup, phone provisioning, network readiness, number porting, go-live support, and user training.
- Partnered directly with customer stakeholders and internal IT teams during cutovers, resolving issues in real time while improving procedures, cross-team handoffs, and project assignments for a roughly 20-person technical team.
Technical Support Specialist
Telecom company | Feb 2022 - Mar 2023
- Closed roughly 100 tickets per week while providing remote support for VoIP, networking, endpoint, call-quality, provisioning, and account-configuration issues across a large SMB customer base.
- Configured routers, QoS, phones, and production settings; used Wireshark, SSH, PuTTY, WinSCP, and Linux tools to diagnose DNS, NAT, SIP, and connectivity issues.
PBX Operator
Hospital | Dec 2020 - Feb 2022
- Supported hospital telephony and internal call-routing operations, coordinating with IT on communication issues in a healthcare environment.
Certifications
Cisco Certified Network Associate (CCNA 200-301)
CompTIA PenTest+
CompTIA CySA+
CompTIA Security+
CompTIA Linux+
CompTIA Network+
CompTIA A+
AWS Certified Cloud Practitioner
ITIL v4 Foundations
TryHackMe Junior Penetration Tester (PT1)
Education
Bachelor of Science in Information Technology
Western Governors University | Graduated June 2024
Associate of Arts
State College of Florida | Graduated December 2019
Core Skills
Support & Troubleshooting
- Tier 2 support
- Incident management
- Root cause analysis
- Remote support
- Technical documentation
Systems & Networking
- Linux, Asterisk/VoIP
- DNS, TCP/IP, NAT, SIP
- QoS, Wireshark
- Router configuration
Microsoft & Endpoint
- Microsoft 365, Exchange, Teams, SharePoint
- Entra ID, licensing, MFA
- NinjaOne, SentinelOne
Security & Testing
- Access control testing
- Burp Suite
- REST API validation
- Regression testing
- Git-based defect tracking