I keep enterprise environments secure, stable, and running smoothly.

I've spent the last 4+ years working across service desk, business analysis, and system administration roles — giving me a full picture of how people use technology day to day and what breaks when systems aren't managed well. My experience spans macOS and Windows environments, MDM platforms (Jamf, Intune, MaaS360), identity and access management (Okta, Entra ID), and M365 administration.

I currently support SoftBank Group's Menlo Park office as a Desktop Support Engineer through Saragossa Consulting — part of a lean, high-impact IT team in one of the world's leading technology investment organizations.

I hold a B.S. in Cybersecurity from WGU and am certified in CompTIA A+, Network+, Security+, CySA+, and ISC² SSCP. My goal is to continue growing from enterprise IT support into a role that blends infrastructure, security engineering, and automation.

Providing hands-on desktop and end-user support for SoftBank Group's Menlo Park office — a lean, high-impact IT team supporting one of the world's leading technology investment and AI-focused organizations.

• End-to-end troubleshooting and walk-up support for corporate employees
• Managing onboarding and offboarding workflows (hardware provisioning, access, permissions)
• Supporting macOS environments with tools including Jamf, Okta, Microsoft 365, and Zoom
• Partnering directly with non-technical users to deliver clear, professional IT support

• Led Security Awareness Training and Phishing Campaigns organization-wide
• Administered Microsoft 365, SharePoint, Teams, and Google Workspace
• Managed identity and access via Microsoft Entra ID (Azure AD)
• Configured and enforced policies in Microsoft Intune and Windows Autopilot — reducing post-deployment support time by 40%
• Deployed and managed mobile devices using IBM MaaS360 MDM
• Built and deployed an Asset Management app on Microsoft Power Apps for improved device tracking
• Provided executive-level technical support for hardware, software, and network issues

• Resolved 825+ L2/L3 tickets involving hardware, software, networking, and access issues — improving customer satisfaction by 93%
• Managed onboarding and offboarding workflows for all staff
• Deployed and optimized Zoom Room conference solutions for hybrid collaboration
• Set up and configured Cisco gateway phone lines and patch panels
• Provided C-suite level support for AV and collaboration technology

• Desktop Support Intern · Five9
  May 2022 – Aug 2022 · San Ramon, CA
  Supported 2,000+ employees globally. Updated 2,000+ Lenovo laptop warranties, validated ~3,500 user records in asset database, and assisted with Intune and Jamf policy configuration. Wrote SOPs for inventory and device intake processes.
• Application Security Intern · Kaiser Permanente
  Jan 2020 – July 2020 · Pleasanton, CA
  Built a Selenium automation script in Java to check SSL/TLS protocol versions via Qualys SSL Labs — achieving an 80% efficiency gain. Processed access requests via JIRA and created training materials for self-service security assessments.