CV

the official record // credentials & context

experience

Global Support Analyst March 2025 - Present
Epiq Global
Network and Desktop Support Technician March 2024 - March 2025
Special Order Systems (SOS)
    Completed 100+ phone/email tickets involving software updates, remote hardware/software installation, network issues, and device setup.
    Remotely monitor, support, and manage 2000+ devices to include printers, mobile devices, networking equipment, and servers for alerts and uptime.
    Used various techniques to diagnose, analyze, and troubleshoot hardware, network, and security issues for users; reducing overall callback rate by 15%
Software Support Engineer August 2021 - March 2024
Rx Savings Solutions (RxSS)
    Worked with SRE, security and internal IT teams to assess, patch, and upgrade critical business infrastructure supporting 300+ users across multiple platforms.
    Completed 250+ support tickets for a hybrid office environment resolving issues such as password resets, troubleshooting, and hardware maintenance.
    Documented multiple business processes, databases, and dashboards to ensure sucessful delivery of projects.
Analyst January 2018 - August 2021
CVS Caremark
    Decreased incorrect case conversion rate by 35% via Python script with Pandas data analysis library.
    Created and maintained internal tools for the Medicare Part D Grievance department; reducing resolution time by 10% and error rates by 15%.
    Created custom KPI reports and dashboards for use by leadership and team members to enhance productivity.
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education

BS Computer Science
Western Governors University
BA Economics
Concordia University, Irvine

certifications

SC-900: Microsoft Security Fundamentals 2025
Microsoft
SC-900: Microsoft Identity Fundamentals 2026
Microsoft

skills

Identity & Access Management, Okta, Microsoft Entra ID, Zero Trust, Python, Javascript (React), Laravel, Git, MySQL

↓ download PDF · last updated May 2026