Professional Experience
Career progression and professional achievements in IT and cybersecurity
1
IT Equipment Coordinator
Amazon
June 2025 - Present
Promoted to coordinate IT asset management using ITIL-based processes in a high-availability environment, managing enterprise-level infrastructure and support operations.
Key Achievements:
- Allocated and maintained 500+ IT assets (scanners, printers, laptops) using ITIL-based asset management processes, ensuring 99% availability and compliance.
- Resolved 90% of support tickets via ServiceNow and Jira same-day and processed RMAs, cutting device downtime by 25%.
- Led bi-monthly Zebra printer and thin client diagnostics, reducing print-error rates by 20% through root-cause analysis.
- Coordinated Windows Server deployments, Active Directory management, and OS updates in a 24/7 high-availability environment.
- Implemented automated asset tracking system, improving inventory accuracy by 35%.
- Mentored junior technicians on ITIL best practices and troubleshooting methodologies.
2
IT Support Field Technician
Georgia Southern University
June 2024 - December 2024
Provided comprehensive IT support across university campus, focusing on network security, system administration, and user training while maintaining critical educational infrastructure.
Key Achievements:
- Configured and maintained computers, AV equipment, and VLAN-segmented networked printers for 50+ classrooms, cutting downtime by 25%.
- Applied Bash scripting and implemented endpoint security best practices on Linux systems, boosting system uptime by 20%.
- Managed network and hardware support tickets with ITSM tools, improving response times by 40%.
- Delivered tailored end-user training on remote desktop, VPN, and SOPs, reducing incoming tickets by 30%.
- Implemented security hardening procedures across 200+ workstations, enhancing overall security posture.
- Collaborated with network team on VLAN segmentation project, improving network security and performance.
3
Warehouse Associate
Amazon
October 2023 - Present
Managed high-volume warehouse operations while developing technical skills and demonstrating leadership capabilities that led to IT role opportunities.
Key Achievements:
- Consistently achieved a rate of processing 200 totes per hour, totaling up to 2,000 totes daily on peak days.
- Processed and organized over 8,000 packages daily, ensuring timely delivery and inventory accuracy.
- Contributed to a 15% productivity increase by implementing safety and efficiency best practices.
- Streamlined warehouse operations through effective team collaboration, reducing load/unload times by 20%.
- Trained new associates on safety protocols and operational procedures, improving team performance.
- Identified and reported system inefficiencies, leading to process improvements and cost savings.