2+ years resolving technical issues, supporting end-users, and maintaining a 100% customer satisfaction rating across SaaS platforms. Currently working as an IT Consultant, where I've built and administered a fully open-source, self-hosted AI server with no cloud dependency, alongside client web development. BBA in Information Technology from Texas Tech, with a background in help desk, desktop support, and 5+ years running a full-cycle e-commerce business.
L1 and L2 support via phone, email, and chat. Hardware and software troubleshooting, SLA-driven resolution, and clear communication with non-technical users.
Remote desktop sessions via TeamViewer to diagnose and resolve issues in real time — minimizing downtime and keeping users productive without on-site visits.
Managing queues in ZenDesk, tracking issues in JIRA, and maintaining detailed resolution logs. Experienced with escalation workflows and SLA compliance.
Active Directory administration — user provisioning, access control, password management, and onboarding new employees to company systems.
Writing clear technical documentation in Confluence, onboarding new support staff, and training end-users on tools and processes.
PC builds from scratch, Windows 7–11 support, dual-boot configuration, and GRUB/UEFI setup. Comfortable diagnosing both software and physical hardware issues.
Built and configured a dedicated local AI server for small business use. Assembled the hardware around a Ryzen 9 9700X and dual NVIDIA RTX 5060 Ti GPUs with 64GB RAM. Deployed a full open-source AI stack on Linux including a local LLM, web UI, and task automation layer — no cloud dependency.
Details →Built a full website for a live sound production company — custom HTML/CSS, dark industrial branding, and SEO meta implementation across all pages. Added Open Graph tags, canonical URLs, and a Calendly booking embed. Configured DNS and hosting on Bluehost.
Designed and built a multi-page static site for a guitar, amp, and pro audio repair shop — hand-coded HTML/CSS with a dark vintage aesthetic. Wrote SEO-optimized copy for each service page, structured content around local search intent, and configured hosting and DNS on Bluehost.
Built a full custom workstation from scratch — ASUS TUF B550 motherboard, Ryzen 7 5800X3D, RTX 2070, NZXT H6 Flow case. Configured dual-boot Windows 11 and Ubuntu, including TPM, MBR-to-GPT conversion, and GRUB setup.
Details →Configured and deployed a dedicated game server for a private group. Set up Discord bot integration, worked through Developer Portal OAuth2 issues, and managed permissions and network settings.
Details →Configured an ASUS PN50 mini PC as a dual-boot lab machine. Worked through TPM issues, USB flashing, and GRUB configuration to set up a stable Ubuntu environment for testing and learning.
Details →I'm actively looking for IT Support and Help Desk roles in the Houston / Katy, TX area. If you have an opening or just want to connect, I'd love to hear from you.