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Work Experience

Professional Summary

Help Desk Analyst with 3+ years of IT support experience and an Associate of Applied Science in Cybersecurity. Experienced supporting end users in Active Directory, Cisco Meraki environments, hardware deployment, desktop imaging, network troubleshooting, and mobile device management. Strong customer service background with experience supporting multi-site environments, new store deployments, and enterprise networking.

Technical Skills

Operating Systems: Windows 10/11, Windows Server, Linux
Identity & Access: Active Directory, User Account Administration, Password Management
Networking: Cisco Meraki, Ubiquiti, TCP/IP, DHCP, DNS, VLANs, Wi-Fi, VPN, Cat5/Cat6 Cabling
Security: Wireshark, IDS/IPS, SIEM, DLP, Vulnerability Scanning, Antivirus Solutions
Hardware: Desktop & Laptop Deployment, PC Imaging, Hardware Repair, RAM Upgrades, Battery Replacement
Mobile Devices: Mobile Device Management (MDM), iPad Deployment
VoIP: Mitel Phone Systems, Zoom
Software: Microsoft Office, LibreOffice, Cisco Packet Tracer, SQL, Virtual Machines

Project Management and Team Leadership

  • Coordinate IT deployments for new store openings, including equipment installation, network cutovers, printer configuration, and workstation setup.
  • Plan and execute portable network infrastructure for RV expos, ensuring reliable connectivity for staff, printers, wireless access points, and business-critical systems.
  • Collaborate with Help Desk and Systems Administration teams to troubleshoot complex technical issues and complete infrastructure projects.
  • Prioritize multiple support requests and project tasks while meeting deadlines in fast-paced operational environments.
  • Travel to company locations to assess existing infrastructure, document network layouts, and assist with technology standardization across multiple sites.Train and assist employees with new hardware, software, and technology deployments to ensure successful adoption.
  • Maintain accurate documentation of IT equipment, network diagrams, and store infrastructure to support ongoing operations and future projects.
  • Contribute to project planning by identifying equipment requirements, coordinating installations, and verifying successful implementation.

Professional Experience

General RV Center – Wixom, MI

Help Desk Analyst | 2022–2026

  • Supported over 800 employees across multiple locations
  • Provide Tier 1 and Tier 2 technical support for employees through phone, remote, and on-site support.
  • Troubleshoot hardware, software, network, printer, and user account issues while maintaining excellent customer service.
  • Manage Active Directory user accounts, including account creation, password resets, account unlocks, permission changes, and account deactivation.
  • Configure and troubleshoot Cisco Meraki networking equipment and assist with network connectivity issues.
  • Deploy and manage iPads using Mobile Device Management (MDM).
  • Create, prioritize, document, and resolve support tickets, escalating complex issues when appropriate.
  • Collaborate with Help Desk and Systems Administration teams to resolve infrastructure and networking issues.
  • Install, configure, and support desktops, laptops, label printers, network printers, and Mitel VoIP phones.
  • Image and deploy new computers, reimage existing systems, and install required software for end users.
  • Perform hardware upgrades and repairs, including RAM installation, battery replacement, and hardware diagnostics.
  • Build and deploy portable “Network-in-a-Box” environments for RV expos using Cisco Meraki MX firewalls, Ubiquiti switches, battery backup systems, and supporting equipment.
  • Configure temporary wired and wireless networks using venue internet connections and Verizon/AT&T cellular hotspots.
  • Install and terminate Cat5/6 cabling and deploy wireless access points to provide network connectivity during company events.
  • Travel to company locations across multiple states to support new store openings, infrastructure upgrades, network equipment replacements, printer deployments, and IT documentation.

Klopf Floor Covering – Freeland, MI

Carpenter | 2015–2022

  • Completed more than 200 residential remodeling and flooring projects with 100% on-time completion.
  • Consulted directly with customers to recommend materials based on durability, cost, and environmental requirements.
  • Safely operated power tools and trained new employees, contributing to zero reportable workplace injuries over seven years.
  • Developed strong problem-solving, project planning, and customer service skills that translate directly to technical support roles.
  • Coordinated residential projects from planning through completion, ensuring work was completed on schedule and met customer expectations..
  • Managed project timelines, materials, and customer communication for multiple concurrent jobs

Education

Delta College — Midland, MI

Associate of Applied Science, Cybersecurity | 2020

Relevant Coursework & Projects

  • Configured Cisco routers and switches in hands-on networking labs.
  • Installed and administered Windows Server environments.
  • Built and managed virtual machines for networking and security labs.
  • Completed ethical hacking and Capture the Flag (CTF) exercises.
  • Participated in Delta College Cyber Security Club.

Certification

  • TestOut Security Pro