IT Systems & Support Engineer · Monterey, CA

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Enterprise IT professional with 2+ years at a Fortune 500 company — specializing in systems administration, ITSM transformation, endpoint security, and AI-driven automation. US Citizen eligible for security-sensitive roles.

View Experience Get in Touch
2+
Years Enterprise IT
~90%
First-Call Resolution
24/7
On-Call Coverage

Background

About Me

I'm a Technical Support Analyst at LanguageLine Solutions, a Fortune 500 company headquartered in Monterey, CA — where my responsibilities go well beyond the title. I administer enterprise platforms including Elasticsearch, ServiceNow, Bomgar BeyondTrust, and Aisera AI, while also leading the company's Remedyforce-to-ServiceNow ITSM migration.

I built an internal AI Inspector application using Python, the GPT API, and Elasticsearch APIs to automate interpreter log analysis and ticket response drafting — currently in QA with 30 support engineers ahead of production rollout.

I hold a B.S. in Computer Science from Cal State Monterey Bay (CSin3 Scholar) and am pursuing my M.S. in IT at Liberty University, with a focus on Network Design & Security.

Location Monterey, CA
Status US Citizen
Current Role Technical Support Analyst
Employer LanguageLine Solutions
Graduate Study M.S. IT · Liberty University
Undergrad B.S. CS · Cal State Monterey Bay
Availability Open to Opportunities

Work History

Where I've Worked

Sept 2023 — Present
LanguageLine Solutions
Monterey, CA
Technical Support Analyst
  • Delivered HIPAA-compliant Tier 2/3 onsite and remote IT support across Windows 11 and macOS environments for hospital clients, interpreters, and corporate users; maintained ~90% first-call resolution across M365, GlobalProtect VPN, RingCentral, Smartsheet, Telehealth, Zoom, and CxOne VoIP/SIP; provided white-glove support to executive leadership (CEO, CFO, CMO).
  • Trained and onboarded 2 new IT support hires, guiding them through ticketing workflows, escalation procedures, remote support tools, and documentation standards.
  • Participated in 24/7 NOC monitoring and on-call rotations; investigated endpoint security alerts using CrowdStrike Falcon, escalated incidents within SLA targets, and communicated real-time status updates to stakeholders.
  • Serving as platform administrator for enterprise Remedyforce-to-ServiceNow ITSM migration; optimizing Incident/Request/Change workflows and driving continuous improvement initiatives.
  • Managed user identity lifecycle across Active Directory and Azure Entra ID including onboarding/offboarding, access provisioning, RBAC, and group membership aligned with security policies.
  • Administered BeyondTrust (Bomgar) remote support platform; managed access controls, session permissions, and representative configurations.
  • Performed system imaging (MDT/Entra PXE boot), OOBE/Autopilot device configuration, and AirWatch MDM administration for iOS and Android (app deployment, remote wipe, compliance).
  • Authored 40+ knowledge base articles covering half the total KB; configured network and wireless printers (IP, drivers, address books); managed HVAC/environmental monitoring for the server room.
  • Administered Elasticsearch and Kibana — 20+ dashboards and 15+ automated Watcher alerts supporting 99.99% platform uptime.
ServiceNow CrowdStrike Azure Entra ID Active Directory BeyondTrust AirWatch MDM Elasticsearch HIPAA Windows 11 macOS
May — Aug 2023
DigitalNest
Salinas, CA
Programs TA / IT Support
  • Delivered IT support for workstations, mobile devices, and network connectivity, troubleshooting hardware/software issues to ensure reliable operations.
  • Supported CS instructors in teaching K–12 students coding and networking fundamentals, translating complex technical concepts for non-technical audiences.
IT Support Networking Teaching
Jun — Aug 2022
CTI – CodeDay
Remote
Software Engineer Intern
  • Built a Vale Linter Bot using Python and Docker to integrate automated documentation validation into CI/CD pipelines, improving consistency across open-source projects used by thousands of contributors.
  • Developed custom Vale rules and Python scripts to enforce editorial standards; collaborated with maintainers via GitHub and submitted pull requests for CI/CD integration.
Python Docker CI/CD GitHub

Capabilities

Technical Skills

Help Desk & ITSM
ServiceNow (admin) Bomgar BeyondTrust (admin) Aisera AI (admin) Remedyforce SLA management ITIL frameworks ITSM transformation Knowledge base authoring Escalation management 24/7 on-call
Systems & Networking
Windows 11 macOS Active Directory (admin) Azure Entra ID (admin) RBAC DNS / DHCP Group Policy GlobalProtect VPN TCP/IP Firewall config System imaging PXE boot (Entra/MDT) OOBE / Autopilot
Endpoint & Security
AirWatch MDM (admin) CrowdStrike Falcon iOS & Android App deployment Remote wipe Compliance enforcement HIPAA compliance Printer setup HVAC monitoring
Applications & Platforms
Microsoft 365 RingCentral Smartsheet Zoom / Telehealth CxOne VoIP/SIP Datadog Salesforce API Slack
Monitoring & Automation
Elasticsearch (admin) Kibana (admin) Watcher alerts Python Bash REST APIs Docker CI/CD OpenAI GPT API JSON / Query DSL
Cloud & Infrastructure
AWS (foundational) Linux VMware Azure (foundational) Windows Server

Certifications

Elasticsearch Engineer
Elastic Training Program
Completed Aug 2024
AWS Educate ML Foundations
Amazon Web Services
Completed
Analytics Engineering
LinkedIn Learning
Completed Jun 2025
Cisco CCNA
Cisco
In Progress
CompTIA A+
CompTIA
In Progress

Featured Work

Projects & Builds

AI / Enterprise Tool
TSA AI Inspector
Internal AI application that analyzes interpreter logs, surfaces diagnostics, and auto-drafts ticket responses. Integrates a ChatGPT-powered chatbot for natural language querying and connects Datadog, Elasticsearch, Remedyforce, and Salesforce APIs. Currently in QA with 30 support engineers ahead of production rollout.
Python GPT API Elasticsearch Datadog Salesforce API Remedyforce API
Android Application
GetUpAndMove
A comprehensive Android fitness application with group payment integration, Firebase backend, and a separate admin panel for content management. Successfully launched on the Google Play Store with user authentication and real-time data sync.
Java Android Studio Firebase PayPal SDK
Full-Stack Web App
RecipeFinder
Full-stack recipe discovery platform integrating 3 external APIs, PostgreSQL data storage, advanced search with category filters, user authentication, and a responsive Bootstrap UI.
Node.js JavaScript PostgreSQL Bootstrap
CI/CD Integration
Vale Linter Bot
Automated documentation validation bot integrated into CI pipelines for ReadtheDocs, improving consistency across 100K+ GitHub projects. Built custom linting rules, Docker-based environments, and collaborated with open-source maintainers on long-term integration.
Python Docker CI/CD GitHub API Vale