Former Army Information Technology Specialist (25B). I ran help desk, server, and network support for a 4,000-soldier brigade across two deployments. AWS Certified Solutions Architect – Associate, finishing the Amazon Technical Apprenticeship cloud support track. I work backward from the user and own problems until the fix sticks.
- Resolved 140+ customer cases on EC2, VPC, and IAM with a 96% satisfaction score by reproducing each issue in a lab account before answering.
- Wrote 6 internal runbooks for recurring VPC peering and security-group errors, cutting median resolution time on those cases from 3.1 to 1.4 hours.
- Earned AWS Solutions Architect – Associate in week 9 of a 14-week course, then led 3 study sessions that helped 5 of 7 cohort peers pass.
- I owned network uptime for a 4,000-user brigade and held 99.7% availability across two field exercises by pre-staging spare switches and scripting config backups.
- Cut the help-desk backlog from 310 to 45 tickets in 6 weeks by triaging by mission impact and writing 12 self-service fixes for common account lockouts.
- Saved $186K in planned hardware spending by auditing 1,100 laptops, re-imaging 240 “failed” units, and returning only true failures under warranty.
- Trained and certified 11 junior soldiers on Windows Server and Active Directory. Four were later promoted to team lead.
- Moved 900 user accounts and 2 TB of shared files to a new domain over one weekend with zero lost data, validated by scripted checksums.
- Found the root cause of a recurring 20-minute morning outage (a misconfigured DHCP lease) by reviewing 3 weeks of logs that others had closed as user error.
AWS:EC2, VPC, IAM, S3, CloudWatch, Route 53, AWS Systems Manager
Systems & Networking:Linux, Windows Server, Active Directory, TCP/IP, DNS/DHCP, Cisco IOS
Scripting:Python, Bash, PowerShell
- AWS Certified Solutions Architect – Associate
- AWS Certified Cloud Practitioner
- CompTIA Security+