Full experience timeline

• Architected and operated secure Linux endpoint access infrastructure (jump/bastion hosts) and modernized remote access (FastX, NoMachine, Remmina, FreeRDP), tightening privileged access for 100+ high-value users and improving reliability for 300+ researchers and collaborators worldwide.
• Leveraged Chef to automate and standardize endpoint builds and compliance controls, reducing configuration drift across hundreds of Linux endpoints.
• Executed escalation duties for complex incidents (SSH/Kerberos failures, VPN issues, FastX/NoMachine, SMB/NFS/ZFS storage), coordinating with networking, identity, and Cybersecurity teams.
• Partnered with Windows/Identity teams to integrate Active Directory, Azure AD, and Intune into Linux workflows, aligning endpoint strategy with broader enterprise IT.
• Strengthened security posture by remediating Splunk alerts, managing SSL/TLS certificates, and identifying exposed services in coordination with Cybersecurity.
• Administered ServiceNow incident, change, and access workflows; authored 30+ KB articles and runbooks that enabled the Service Desk to resolve common Linux issues independently and improved support for the SLAC community.

• Supported Linux endpoint builds, imaging, and configuration management for researchers and staff.
• Developed initial Chef cookbooks and automation patterns for endpoint compliance and software distribution.
• Modernized endpoint and storage procurement by coordinating vendors such as System76 and iXsystems, leveraging ICPT Department of Energy purchasing agreements, and helping bring iXsystems TrueNAS in as a replacement for legacy AFS storage.
• Triaged Service Desk tickets related to Linux access, VPN/SSH, and account issues; contributed fixes and procedures to internal knowledge bases.

• Maintained strong security and approval practices while processing 10–50+ account and access requests per day (AD, Unix, shared, service, admin, and group accounts).
• Resolved password resets and lockouts across AD, ADFS, Duo, and external services such as Confluence.
• Owned SLAC hardware procurement; consulted with clients, coordinated with Finance/PeopleSoft, and vendors like Dell, Apple, CDW, Staples, and Microsoft. Provisioned 20+ custom Windows, Linux, and Apple systems per day.
• Diagnosed and repaired aging hardware (CPU, RAM, disks, GPUs, NICs, controllers).

• Provided desktop support across Windows, macOS, and Linux for a community of 40+ users.
• Authored 5+ knowledge base articles and installation guides to standardize support and shorten resolution times.

• Supported account services and Service Desk operations for SLAC, handling identity/access requests and troubleshooting login issues.
• Assisted with Linux, macOS, and Windows support, contributing to imaging and deployment documentation.

• Upgraded 20+ user PCs per day to Windows 10, ensuring licensing, O365 access, and system stability post‑migration.
• Created internal documentation for imaging and fixes; shared findings in twice‑weekly team meetings.

• Managed 10–35 tasks per week including hardware deployment, OS troubleshooting (macOS, Windows, Ubuntu), and hardware upgrades (CPU, RAM, GPUs, storage, PCI cards).
• Provided white‑glove support to Oculus VR research and product teams, including groups aligned with executive leadership, ensuring reliable VR/AR workstations and demo setups.
• Used internal asset tools to assign and track workstations, laptops, phones, monitors, and peripherals (5–20 changes weekly).
• Administered Adobe Creative Cloud licensing; provisioned Gmail accounts and supported password resets and email corrections.
• Used MobileIron to troubleshoot mobile issues and remotely wipe lost or stolen devices.
• Investigated Wi‑Fi issues using Aruba Airwave and resolved Exchange/Outlook mail and calendar problems.

• Intensive technical training and professional development program with a six‑month internship component.
• Networking track covered TCP/IP, security, troubleshooting, server fundamentals, file sharing, and basic web server setup.

Comfortable with common workplace communication and support contexts.