01Profile
Support that holds a 100% satisfaction rating — in environments where downtime isn't an option.
I troubleshoot the full stack — hardware, software, systems and applications — for end users who need answers fast. At The Bowen Group I coordinate incident management and escalations while meeting 100% of SLAs, and I document every fix so the whole department gets smarter.
Before that, five years at Northrop Grumman: closing hundreds of tickets weekly across multiple operating systems, programming flight-embedded hardware over Linux shell, and helping lead assembly, testing and launch of supersonic sea-skimming targets for Navy defense exercises — on schedule, every time.
02Experience
Where I've worked
JAN 2023 —
PRESENT
PRESENT
Tier 1 Support Technician (Secret)
THE BOWEN GROUP
▲ 100% CSAT▲ 100% SLA
- Technical support for end users — troubleshooting and resolving hardware, software, system and application issues ranging in scope, delivering exceptional customer service.
- Coordinate incident management and escalations with prompt, decisive resolutions; scrutinize data to identify root causes and prevent future occurrences.
- Maintain detailed helpdesk ticket records — steps taken, test results, resolution data — facilitating knowledge sharing throughout the department.
JAN 2018 —
DEC 2023
DEC 2023
Electronics Technician III (Secret)
NORTHROP GRUMMAN
▲ 100s of tickets / week▲ 100% SLA▲ 50+ systems certified
- Troubleshot complex hardware and software issues across multiple operating systems while maintaining secure environments and lowering downtime.
- Programmed flight-embedded hardware via Linux shell terminal commands — maximizing system functionality and enabling precise operation during flight missions.
- Led assembly, testing and launch of supersonic sea-skimming targets for Navy defense exercises, establishing streamlined processes that met 100% of timelines.
- Coordinated thorough diagnostic testing on 50+ systems, identifying and resolving issues, bugs and vulnerabilities to maximize reliability and security.
JAN 2017 —
DEC 2017
DEC 2017
Field Service Engineer
EDWARDS VACUUM
- Technical and engineering support for complex hardware and software systems in the sub-fabrication area of Intel's semiconductor facility.
- Assembled and tested modules, cables and dry pumps against the daily production plan, focused on quality and output targets.
03Certifications
Certified across the stack
CySA+
CompTIA Cybersecurity Analyst
Security+
CompTIA Security
SSCP
(ISC)² Systems Security Certified Practitioner
Network+
CompTIA Network
A+
CompTIA A+
Project+
CompTIA Project Management
ITIL
ITIL Foundation
Linux
LPI Linux Essentials
04Skills
Tools of the trade
Technical
- VMware
- Operating systems
- Network engineering
- Network security
- Info-security compliance
- System troubleshooting
- VPN & TCP/IP
- VoIP
- IT operations
- AI LLMs
- AI voice agents
- AI prompt engineering
Professional
- Customer service
- Helpdesk ops management
- Account management
- Server management
- Data management
- Computer hardware
- Microsoft Office Suite
- Technical writing
- User-support analysis
- Problem-solving
- Attention to detail
- Organizational skills
05Education
Degrees
2022 — 2025
B.S. — Cybersecurity and Information Assurance
Western Governors University
2014 — 2015
B.B.A. — Business Administration
American Public University
2002 — 2003
A.A.S. — Computer Electronic Engineering
ITT Technical Institute
06Contact
Recruiters — start here
The fastest way to reach me is a message on LinkedIn or Indeed — I respond quickly.