I'm currently enhancing my skills through App Academy's intensive Software Engineering program, where I'm developing a strong foundation in full-stack web development. This immersive training is helping me gain expertise in modern technologies such as JavaScript, Python, React, Ruby on Rails, and SQL, while also building hands-on experience in both front-end and back-end development, database management, and deploying applications.

The program's project-based approach allows me to apply these skills by building real-world web applications. I'm becoming proficient in HTML, CSS, and database management while also developing a solid understanding of algorithms and data structures—key components for success in technical interviews. These experiences ensure that I’m competitive in today’s tech-driven world, and I’m excited to apply these skills to contribute to innovative projects and become a valuable asset to any organization.

As a Support Technician at WheelHouse IT, I provide technical support to help clients manage their IT systems efficiently. My role involves troubleshooting issues, managing user accounts, and ensuring secure access for employees. Key responsibilities include:

• Assisting with password resets for email and domain accounts.

• Setting up new employee accounts and removing access for offboarded staff.

• Configuring and supporting secure VPN access for remote connections.

• Troubleshooting issues with applications, network connectivity, printers, and other devices.

• Supporting Microsoft applications and providing admin credentials for installations.

• Setting up and managing two-factor authentication (2FA) for Microsoft accounts to enhance security.

• Working with third-party vendors to resolve client issues.

• Mapping network drives to ensure proper file access.

• Preparing and configuring laptops, desktops, and servers for corporate environments.

• Using tools like Automate, ConnectWise, Hudu, Microsoft 365 Tenant, Admin Exchange, SonicWall, Ubiquiti, Command Prompt, PowerShell, and Azure AVD.

• Creating and managing user profiles to support company needs.

With a focus on problem-solving and clear communication, I help clients resolve issues quickly while ensuring their IT environments remain secure and productive.

As the first point of contact for customers at WheelHouse IT, I handle technical inquiries by routing calls, documenting interactions, and creating service tickets. I provide light troubleshooting, ensuring customer issues are addressed efficiently and effectively.

With a focus on clear communication, problem-solving, and collaboration, I contribute to a positive team dynamic and ensure high-quality service. My role also includes continuous learning through training in Microsoft tools, cybersecurity, and IT support best practices.

Key Skills & Training:

CompTIA A+ (220-1001 & 220-1002)

Microsoft Office & M365

Cybersecurity & HIPAA Compliance

IT Help Desk & Security Awareness Training

Developed and maintained applications using ServiceNow and PEGA platforms, optimizing business processes and enhancing workflow efficiencies. Implemented and optimized PEGA solutions as a system architect, improving application efficiency and performance. Participated in meetings with team members and stakeholders to collaboratively discuss and develop solutions for organizational challenges, ensuring alignment with strategic objectives and project goals. Utilized complex search queries to extract meaningful insights from vast amounts of data. Built interactive and visually appealing dashboards that allow users to monitor data trends and metrics. Managed data inputs, indexes, and data models to ensure data is structured correctly for analysis. Utilized Splunk to monitor and analyze security-related data, identifying potential threats and vulnerabilities.

• Collected and analyzed data from public and confidential sources,

maintaining thorough logs of trends and techniques.

• Supported the lifecycle management of vulnerabilities, ensuring all data

was consistently updated and tracked from discovery to resolution.

• Collaborated with IT teams to implement security and compliance

findings for data environments, ensuring adherence to corporate

policies.

• Provided guidance in penetration and security assessment testing,

working closely with external assessment teams and internal IT teams to

remediate any identified vulnerabilities or threats.