Experience

My professional background sits close to the systems people depend on: support queues, production operations, asset workflows, datacenter tasks, documentation, and hands-on troubleshooting.

That matters for AI work because the same habits apply: diagnose before changing, document what works, protect the user, and design for the day the system behaves unexpectedly.

Network Operations Center Engineer (Tier 1)

CherryRoad Technologies | August 2023 - Present

  • Deliver frontline technical support across hardware, software, account, and user operations for parent and subdivision teams, balancing urgency with careful escalation.
  • Support asset lifecycle logistics from deployment through maintenance and issue resolution, keeping device work tied to practical business continuity.
  • Assist datacenter operations, cabling, and physical infrastructure troubleshooting where precision, documentation, and situational awareness matter.
  • Created and standardized a company knowledge base and style guide to make support answers more consistent, searchable, and easier for staff to adopt.
  • Train and mentor staff on tools, procedures, and technical environment onboarding so repeatable knowledge does not stay trapped with one person.

Help Desk (Tier 1)

Highline College | April 2022 - December 2022

  • Maintained and expanded support documentation for both technical teams and end users, turning recurring questions into reusable guidance.
  • Administered ticket workflows and escalations in SolarWinds, helping issues move through the right queue with the right context.
  • Resolved high-volume support requests across software, hardware, and account provisioning while keeping communication clear for non-technical users.

IT Field Technician

Freelance and Full-Time | August 2015 - February 2017 (FT) / December 2018 - December 2022 (Freelance)

  • Installed and maintained PCs, printers, servers, POS systems, and network devices for businesses in the Seattle area, often in environments where downtime was immediately visible.
  • Collaborated with remote teams to diagnose specialized equipment issues, translate symptoms into useful evidence, and complete fixes on site.
  • Performed telecom and cabling deployment support, building the hands-on infrastructure context that still informs how I reason about systems today.

Education and Certifications

BAS, Cybersecurity and Digital Forensics - Highline College. Graduated June 2023 with a 3.97 GPA.

Certified Penetration Testing Consultant (CPTC), valid March 2023 - March 2026. The security background reinforces how I think about private AI systems, permissions, data boundaries, and failure modes.