Highlights

Enterprise migration planning
Higher-ed · 180k users
  • Contributed to architecture and migration planning for a 180,000-user higher-ed environment in the UC system, focusing on identity, application migration, and rollout sequencing.
PaperCut higher-ed deployment
6 hours · ~10 min downtime
  • Architected and executed a PaperCut migration for a higher-ed enterprise, moving application, print, and Web Print servers to new Windows infrastructure with a single, low-downtime cutover.
Global SaaS support & escalations
75–100 tickets / week
  • Handled front-line and Tier 2 escalations for a global digital signage SaaS platform, consistently exceeding SLAs for customers across the US, Europe, Middle East, and APAC.
Customer trust & revenue impact
≈$20M retained
  • During a major escalation with a large casino group, surfaced critical information that helped restore trust and contributed to renewal of contracts across their portfolio.

Skills

SaaS & Platforms
PaperCut MF / Hive Umango Microsoft 365 Entra ID / Azure AD Salesforce (CRM & tickets) Ticketing (Zendesk · Jira · ConnectWise)
Systems & Cloud
Windows Server 2012/2016 Windows 7–11 Active Directory · Group Policy O365 admin Azure fundamentals AWS fundamentals Multi-domain environments
Networking & Troubleshooting
TCP/IP · DNS · DHCP VPNs Wireshark Nmap RMM / monitoring SonicWall · UniFi Endpoint (SentinelOne)
Automation & Workflow
PowerShell Python Bash PXE imaging Runbooks & SOPs Process automation mindset

Experience

Tier 2 Helpdesk Technician · Whidbey Tech Solutions
Jan 2025 – Oct 2025 · Oak Harbor, WA / Remote · MSP
EscalationsSonicWallUniFiSentinelOneEntra / AD
  • Handled Tier 2 escalations across SonicWall, UniFi, SentinelOne, Macrium, Entra ID, and on-prem AD for MSP clients.
  • Diagnosed connectivity, identity, and endpoint issues end-to-end and documented fixes as reusable runbooks.
  • Partnered with Tier 1 and project teams to standardize baselines (access controls, endpoint posture, backup configs).
Computer Systems Engineer / Architect (SaaS) · ecoprintQ
Jan 2022 – Jan 2024 · Remote
PaperCut MF / HiveImplementationsMigrationsEducation · Finance · Legal
  • Led implementations and integrations of PaperCut MF / Hive and Umango across education, finance, legal, and enterprise customers.
  • Architected and executed migrations of PaperCut and print infrastructure to new Windows servers and cloud-connected designs.
  • Delivered admin and end-user training and produced implementation guides that standardized future rollouts.
Computer Network Support Specialist · Greater Nevada Credit Union
Dec 2020 – Dec 2021 · Carson City, NV
SOX environmentBranch refreshPXE imaging
  • Refreshed 14 branches and 2 corporate buildings using PXE imaging (~12 workstations at a time) to standardize deployments.
  • Improved connectivity by cleaning up cabling, toning/replacing lines, and resolving server-side patching issues.
  • Worked under SOX-driven change control and documentation requirements in a regulated banking environment.
Network & Computer Systems Administrator · PBS West
Jun 2019 – Sep 2020 · Reno, NV
3 domainsBackup / DRO365
  • Administered three Windows domains supporting onsite, hybrid, and remote users.
  • Operated backup and disaster recovery routines (including Veeam-style and shadow copy approaches) to ensure recoverability.
  • Managed AD, O365, AV, and telephony systems and delivered onboarding + monthly security training to staff.
Robotics Engineer · inVia Robotics
Nov 2018 – Jun 2019 · Reno, NV
Linux (CentOS)PythonRobotics
  • Installed, calibrated, and supported warehouse robotics systems integrating hardware, sensors, and software.
  • Troubleshot issues spanning Linux (CentOS), Python-based control systems, networking, and physical components.
  • Documented procedures and test results to improve future deployments and supportability.
Systems Support Engineer · Newtek Technology Solutions
Apr 2017 – Dec 2018 · Phoenix, AZ
Hosted environmentsBackup / DR testsWeb / app performance
  • Managed server patching, updates, and remediation to reduce unplanned downtime across hosted client systems.
  • Performed and documented backup / recovery testing and ensured systems were in a restorable state.
  • Diagnosed web and application server performance issues and coordinated fixes with internal teams and customers.
  • Helped standardize access/security levels and monitored for suspicious activity with defined escalation steps.
Technical Support Engineer · Four Winds Interactive
Oct 2014 – Apr 2017 · Denver, CO (Global SaaS)
Windows Server 2012/2016RMM · VPNSalesforce tickets
  • Delivered Tier 2 support for a multi-tenant digital signage SaaS platform on Windows Server 2012/2016 and Windows 7 Pro.
  • Handled 75–100 tickets per week, working both front-line and escalations while consistently exceeding SLAs.
  • Served as primary point of contact for international clients (UK, Germany, UAE/Dubai, Russia, Australia) during night shifts.
  • Used RMM tools, VPNs, and Salesforce to monitor environments, triage incidents, and communicate clearly with all stakeholders.
  • Surfaced critical information during a major casino-group escalation that helped restore trust and contributed to ≈$20M in retained revenue.

Case Studies

PaperCut migration & cutover — higher-ed enterprise
Role: Architect, planner, implementer · Stack: PaperCut MF, Windows Server, AD, Web Print
  • Migrated the PaperCut application server, print server, and a sandboxed Web Print server to new Windows infrastructure for a higher-ed environment.
  • Re-synced PaperCut with AD and rebuilt printer/MFD mappings for staff and student workstations.
  • Designed secure external printing access (browser-based Web Print) for students and faculty, aligned with PaperCut best practices.
  • Completed the migration in approx. 6 hours with about 10 minutes of downtime, successful on the first attempt.
Migration planning at scale — 180k-user higher-ed environment
Role: Architecture & migration planning contributor
  • Contributed to architecture and migration planning for a 180,000-user higher-ed environment in the UC system.
  • Focused on identity/tenant structure, app migration strategy, and rollout sequencing to minimize user disruption.
  • Supported documentation of risks, dependencies, and cutover strategies across distributed campuses.

Troubleshooting Runbook

How I approach complex incidents in hybrid, SaaS-connected environments.

1. Triage & impact
Confirm who is affected (single user / group / site / global), what systems are impacted, and whether this is potentially security-related.
2. Fast baseline checks
Verify health of identity (AD / Entra ID), DNS/DHCP, VPN, core SaaS status pages, and any recent changes (patches, config, deployments).
3. Deep dive tools
Use Wireshark/Nmap for network path and DNS validation; AD/Entra logs and group membership for identity; SaaS logs, API/connector status, and monitoring dashboards for platform issues.
4. Hypothesis · test · rollback
Form a hypothesis, change one variable at a time, and ensure a safe rollback plan exists before touching production. Document steps as you go.
5. Closeout & documentation
Capture root cause, fix, and prevention steps. Update runbooks or alerts if needed, and summarize the incident in language that makes sense to both technical teams and business stakeholders.

Compliance, Education & Contact

Compliance & regulatory exposure
  • HIPAA: Created/updated documentation and delivered end-user training; supported day-to-day enforcement of operational controls.
  • SOC 2: Participated in implementations and integrations; operated in SOC 2–aligned environments.
  • FERPA: Daily operational experience in education environments handling student/faculty data.
  • SOX: Worked under SOX controls in banking, following change control, access, and audit requirements.

I’m known for translating complex technical and compliance requirements into language that makes sense to every level of the organization.

Education & certifications
  • B.S., Cybersecurity and Information Assurance – Western Governors University (Expected Dec 2026)
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+
  • Microsoft Certified Professional (MCP) – Exam 70-535: Architecting Microsoft Azure Solutions
  • ISC2 – Certified in Cybersecurity (CC)
Location: Oak Harbor, WA · Remote only · Open to up to ~25% travel · Targeting Systems Engineer / Senior Support Engineer roles.