Support Desk Manager - ACOM

May 2025 - Present | Columbus, Georgia

  • Lead and manage the ACOM Support Desk, overseeing daily operations and service delivery for multiple client environments.
  • Supervise Tier 1–3 technicians, providing technical guidance, escalation support, and performance coaching.
  • Serve as the primary escalation point for complex issues involving Microsoft 365, email security, servers, and networking.
  • Coordinate incident response, root cause analysis, and post-incident documentation to prevent recurring issues.
  • Manage ticket workflows in ConnectWise, ensuring SLA compliance and maintaining high customer satisfaction scores.
  • Oversee onboarding and offboarding processes, including account provisioning, permissions, and security controls.
  • Standardized troubleshooting procedures and internal documentation, reducing average resolution time by 30%.
  • Collaborate with vendors and internal teams to resolve outages, apply patches, and implement system improvements.
  • Monitor system health, backups, and security alerts across 100+ servers and endpoints.
  • Ensure compliance with security best practices, including MFA enforcement, least privilege access, and patch management.
  • Provide executive-level communication during outages and high-impact incidents.
  • Train new technicians on tools, processes, and customer service expectations.
  • Review metrics and reports to identify trends, capacity issues, and opportunities for automation.
  • Maintain detailed documentation for environments, procedures, and client-specific configurations.
ConnectWise Cybersecurity Active Directory Leadership Microsoft 365 Incident Response IT Service Management

Systems Engineer - General Informatics

April 2024 - April 2025 | Opelika, Alabama

  • Manage IT environments, M365 email security, and server roles.
  • Troubleshoot and maintain Hyper-V, VMware, and SQL servers.
  • Configure network devices (Fortinet, Cisco, Netgear, etc.).
  • Setup VPNs, Active Directory, and GPO configurations.
  • Perform event log analysis and security monitoring.
  • System Hardening: Applied updates and changed default passwords on Windows/Linux servers, reducing vulnerabilities by 40% for DoD-compliant environments.
  • Virtualization: Configured VMware NSX for secure multi-tenant cloud workloads, ensuring Zero Trust network segmentation.
  • Scripting: Automated patch deployment and log analysis using PowerShell/Python, cutting manual tasks by 25%.
  • Networking: Deployed VLANs and Cisco switches across multi-site networks, optimizing traffic flow for 100+ clients.
  • End-User Support: Resolved Tier 2/3 IT issues via ConnectWise ticketing, achieving 95% customer satisfaction.
  • Designed and deployed secure LAN/WAN infrastructure for 8 multi-site businesses using Cisco routers, Fortinet firewalls, and Cat6 cabling, improving network uptime by 30%.
  • Orchestrated VMware vSphere clusters for 50+ Windows/Linux servers across hybrid AWS/on-premises environments, ensuring 99.99% uptime for critical applications.
  • Configured Active Directory, Group Policies, and multi-factor authentication for 500+ users.
  • Performed daily backups using Axcient for critical databases and servers, ensuring 100% compliance with NIST 800-171 standards.
  • Collaborated with 3 vendors on a 6-month network upgrade project, replacing 20+ switches and optimizing OSPF routing protocols.
  • Documented network configurations, security policies, and troubleshooting procedures.
  • Monitor, manage, troubleshoot, and fix well over 100 servers.
Networking Active Directory Cybersecurity PowerShell

Artificial Intelligence Trainer - Outlier

May 2024 - May 2025 | Remote

  • Train AI models on data accuracy and quality assurance.
  • Ensure AI responses are reliable and compliant.
AI Development Chatbot Training Data Auditing

Simulation Technician - Actalent

Jan 2024 - April 2024 | Fort Moore, Georgia

  • Resolved complex VOIP and network-related issues in high-demand simulation networks.
  • Utilized Linux desktops and file systems.
  • Utilized Linux for data access and troubleshooting.
  • Managed OneSaf Combat simulations.
  • Supported military simulation experiments.
Linux Simulation Software Cybersecurity

Security Operations Manager - U.S. Army

Sept 2022 - Jan 2024 | Prince Sultan Airbase, Saudi Arabia

  • Managed surveillance infrastructure for real-time situational awareness.
  • Enforced network security protocols and ensured compliance with DoD standards.
Surveillance Network Security DoD Compliance

General Manager - Waffle House, Inc.

Jan 2022 - Jan 2023 | Columbus, Georgia

  • Managed restaurant operations, finances, and staffing.
  • Led a team of 30 employees in a 24/7 environment.
Leadership Team Management Customer Service