In my current role, I serve as a senior escalation point for production incidents, leading response efforts for complex system outages and coordinating cross-functional teams while maintaining detailed timelines, post-incident reviews, and preventative plans. I troubleshoot cloud, identity, and messaging platforms across AWS, Azure, and Microsoft 365 environments, and monitor enterprise infrastructure using tools like Splunk, SolarWinds, Meraki, and VMware to correlate alerts and drive resolution beyond front-line support. I also act as a subject matter expert for endpoint deployment workflows, mentor junior engineers, and contribute to operational documentation while operating independently during overnight shifts.

Served as the sole IT administrator supporting Windows endpoints and printers while managing identity and access through Azure Active Directory, including onboarding, offboarding, MFA resets, licensing, and group-based permissions. Administered Networking infrastructure, resolved organization-wide connectivity issues, and supported core business platforms such as ERP and e-commerce systems. Built IT processes and documentation from the ground up following an acquisition, making independent technical decisions in coordination with leadership to stabilize and modernize operations.

Maintained and serviced city-operated parking and payment systems across downtown Los Angeles, first as a contractor with IPS Group and later in a temp-to-hire role with the City of Los Angeles. Repaired single-space and multi-space parking meters powered by solar and battery systems, diagnosed payment, cellular, Bluetooth, and electronic component failures using specialized diagnostic tools, and resolved connectivity issues involving SIM cards and antennas. Performed firmware updates, component replacements, device resets, and reprovisioning to restore network communication, while monitoring infrastructure through centralized management systems, documenting repairs, generating reports, and managing RMA workflows to return faulty hardware to manufacturers and track replacements to completion.

Maintained, repaired, and deployed point-of-sale systems and supporting IT infrastructure across enterprise retail environments, executing multi-city service operations and large-scale system refresh projects for high-traffic national retailers. Led end-to-end deployments involving Cisco networking equipment, UPS systems, POS terminals, and workstations, and installed, imaged, patched, and configured Windows-based POS platforms as part of modernization efforts replacing legacy Windows systems. Diagnosed hardware, software, and network issues spanning cabling, switches, routers, and peripheral communications, while operating independently under strict SLAs and coordinating with store leadership, building management, and vendors during complex overnight installations.

Supported internal employees and contractors across Windows and macOS environments through remote and onsite technical support while managing identity and access via Azure Active Directory, including onboarding, offboarding, password resets, and permissions. Provided full-lifecycle support for Windows-based marketing kiosks used at live events, covering hardware, software, networking, and monitoring. Deployed and staged computing infrastructure for conferences and product launches, resolving live issues under strict time constraints. Documented and resolved incidents through Jira, owning tickets end-to-end with minimal escalation to maintain operational continuity.

Installed and configured cable television, internet, digital phone, and home networking services across customer-owned and provider-owned equipment, including modems and routers. Measured and validated RF power andSNR at taps, drop lines, and endpoints to ensure service quality, then diagnosed intermittent connectivity caused by wiring faults, signal imbalance, or configuration errors. Regularly dispatched to escalated repeat service calls, performed root-cause analysis, and rewired chronic problem locations to reduce future incidents. Documented all work orders with detailed technical notes and educated customers on optimal network layouts and cabling paths.