At CallRail, I manage end-to-end incidents for SaaS and cloud telephony support requests, maintaining a 98% user satisfaction rate while adhering to SLAs.
I administer identity lifecycle operations across enterprise accounts, including user provisioning, RBAC, and MFA/SSO configurations. I also analyze backend logs and database records to investigate platform anomalies and root-cause defects.
At CompuCom Systems, Inc., I executed hardware deployments, server installations, and network configurations for Fortune 500 retail clients including Target, Home Depot, and Lowe's. I also handled on-site network administration and diagnosed connectivity and hardware faults.
Earlier, at Comcast, I triaged system, network, and operating system issues for enterprise users and performed desktop hardware repairs and software updates. I hold ITIL 4 Foundation and Certified ScrumMaster credentials, along with CompTIA A+ certification.
