Resume

IT Support Specialist

IT professional with 6+ years of hands-on experience troubleshooting production systems and resolving technical incidents, now pivoting into IT support. Served as the front-line point of contact for technical issues affecting hundreds of thousands of customers, leading root-cause investigations and triaging by business urgency. Experienced in root-cause analysis and in explaining technical issues clearly to non-technical teams. Currently studying for the CompTIA A+ certification.

Skills

Hardware & Devices

PC Building & RepairHardware DiagnosticsMobile DevicesPrinters & Peripherals

Operating Systems

Windows 10/11macOSLinux FundamentalsVirtualization

Networking & Security

TCP/IP, DNS & DHCPWi-Fi & Network TroubleshootingVPN & Remote AccessSecurity Fundamentals

Support & Tools

Active DirectoryRemote Desktop & Ticketing ToolsTechnical Documentation & SOPsCustomer ServiceIncident Triage & Root-Cause Analysis

Professional Experience

Code by Andy, LLC · Remote

July 2025 – Present

Freelance IT Support & Systems Consultant

  • Provide technical support and systems troubleshooting for startup clients, including database configuration.
  • Diagnose and resolve technical incidents, manage user access controls, and maintain documentation for ongoing support engagements.

Solera | AutoPoint · Remote

September 2023 – July 2025

Software Engineer III

  • Served as a technical point of contact resolving system incidents affecting dashboards and reporting tools used by internal stakeholders.
  • Diagnosed and resolved production system issues under support SLAs, minimizing downtime for business-critical tools.
  • Documented troubleshooting procedures and provided technical guidance to support and business teams.
  • Maintained and supported the systems and databases underlying customer-facing applications with millions of records.

Solera | AutoPoint · Jacksonville, FL

January 2022 – September 2023

Lead Technical Operations Engineer

  • Served as primary point person for technical incidents affecting production systems, prioritizing triage by team caseload and business urgency and leading resolution.
  • Led root-cause investigations across production systems, coordinating with engineering and business stakeholders to drive fixes.
  • Wrote technical documentation and SOPs that translated complex technical issues for non-technical stakeholders.

Solera | AutoPoint · Jacksonville, FL

September 2019 – January 2022

Technical Operations Engineer

  • Owned customer-reported technical issues from first contact through root-cause analysis to verified resolution, serving as a front-line point of contact for end users.
  • Diagnosed and resolved system issues, escalating appropriately to engineering teams.
  • Gathered technical requirements from internal and external stakeholders to inform fixes and improvements.

Education & Certifications

CompTIA A+

In progress

Arizona State University

B.S., Data Science (in progress, expected 2029)

Florida State University

B.S., Information Communication Technology, 2013