Tier 2 IT Support Specialist | Enterprise & Escalation Support
Enterprise IT Field Technician with 663+ documented service tickets supporting Windows endpoints, hardware diagnostics, and network troubleshooting across multi-site environments. I reduce downtime, improve resolution efficiency, and strengthen operational stability.
Help Desk Capabilities
Operational Impact
Technical Toolkit
Skills & Technologies
Built through 663+ documented tickets, hands-on field repair, and continuous self-study — not just classroom theory.
Skills derived from 663+ documented field tickets across enterprise, government, law, finance, and education environments.
Education & Credentials
Academic Background & Certifications
Formal education in design and cybersecurity, paired with active technical certifications — a rare combination in IT field support.
Certifications actively in progress — updated as credentials are earned.
About Me
Enterprise IT Support Specialist
I am an enterprise IT support professional with 663+ documented service tickets spanning hardware diagnostics, Windows 10/11 systems administration, networking, and multi-device infrastructure. My experience includes high-volume ticket environments across Lenovo and HP enterprise hardware, supporting clients in law, finance, education, government, and corporate sectors across 21+ cities in Los Angeles County.
I specialize in root cause analysis, hardware-to-OS fault isolation, and structured troubleshooting workflows that improve resolution consistency. I operate within SLA-driven environments, managing on-site execution and remote coordination across distributed enterprise accounts.
By integrating AI-assisted documentation and troubleshooting tools into my workflow, I enhance resolution speed and maintain consistent ticket quality. My background in graphic design and cybersecurity strengthens my ability to communicate complex technical issues clearly while maintaining security-focused precision.
Enterprise Support Methodology
Structured Troubleshooting Framework
Every ticket follows a disciplined five-phase process — from triage and root cause isolation to validated resolution and knowledge capture. Consistency and accountability at every step.
Intake & Triage
- Analyze ticket priority and SLA impact
- Identify scope, affected systems, and business impact
- Clarify user-reported symptoms vs underlying conditions
Environment & Dependency Analysis
- Verify OS version, firmware, and hardware configuration
- Review network connectivity and authentication status
- Identify recent changes, updates, or policy shifts
Root Cause Isolation
- Differentiate hardware vs OS vs network-layer faults
- Reproduce errors when possible
- Validate assumptions before implementing fixes
Resolution & Validation
- Apply corrective actions with minimal operational disruption
- Confirm system stability and user functionality
- Validate against SLA requirements
Documentation & Knowledge Capture
- Record resolution steps clearly
- Note root cause patterns for future prevention
- Support repeatable troubleshooting workflows
Portfolio
IT Support Ticket Log — Real Field Work
Corporate Office Network Upgrade
Implemented a complete network infrastructure upgrade for a medium-sized business, improving connectivity and security.
Multi-Site Desktop Migration
Successfully migrated over 200 workstations to Windows 11 across three branch locations with minimal downtime.
Data Center Hardware Refresh
Executed a hardware refresh project, replacing aging servers and storage devices for enhanced performance and reliability.
Remote Help Desk Support System
Established a centralized help desk system using remote access tools to provide timely support to off-site employees.
Custom Gaming PC Builds
Designed and built high-performance custom computers for clients, tailored to specific gaming and creative needs.
Structured Cabling Installation
Planned and executed a comprehensive structured cabling project for a new office building, ensuring future-proof connectivity.
Get In Touch
Have an IT challenge or need support? I'd love to hear from you. Fill out the form and I'll get back to you as soon as possible.