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Highly experienced IT Specialist with over 20 years of expertise in Computer Repair and Maintenance, Interactive Design, and IT Training. Additional skills in Graphic Design, Web Design, Social Media Management, and Photography. Thrives in engaging environments with constant interaction with people. Strong technical and leadership skills developed during service in the Navy, enhancing value in the field of Information Technology. A proven indispensable asset to every organization worked for.


IT Trainer // Infinite Social Solutions

Baltimore, Maryland —January 2012 – Present

  • Owner and operator
  • Assist in developing and implementing IT training programs.
  • Planned and carried out courses of instruction.
  • Maintained records on student progress, attendance, and other statistical information as required.

PC Instructor // Enoch Pratt Library

Baltimore, Maryland —January 2023 – March 2023

  • Provide in-person support for multi-purpose computer labs.
  • Planned and conducted workshops and one-on-one training for library patrons and staff online and in-person.
  • Assist in developing and implementing IT training programs.
  • Planned and carried out courses of instruction.
  • Maintained records on student progress, attendance, and other statistical information as required.

Social Media Manager // Baltimore Unity Hall

Baltimore, Maryland —February 2023 – Present

  • Developing and implementing social media strategies that align with the company’s overall marketing goals and brand identity.
  • Creating and curating content for various social media platforms, such as Facebook, Twitter, Instagram, LinkedIn, and YouTube using the Hootsuite social media management platform.
  • Analyzing social media metrics to track the success of campaigns and make data-driven decisions for future strategies.
  • Collaborating with other departments, such as marketing, sales, and customer service, to ensure a cohesive brand message across all channels.

IT Instructor, IT Specialist // Out For Justice

Baltimore, Maryland — April 2022 – April 2023

  • Providing IT support for organization hardware and software
  • Train organization members and employees on computer basics, specifically Google Suite and Microsoft Office.

IT Instructor // Women’s Housing Coalition

Baltimore, Maryland — September 2021 – Present

  • Successfully wrote and secured a grant for a computer literacy program, resulting in the program being fully funded for multiple years.
  • Designed and developed a comprehensive computer literacy curriculum, including lesson plans and assessments, for learners of all ages and skill levels.
  • Conducted ongoing assessments and made data-driven adjustments to improve program outcomes and student learning.
  • Demonstrated strong communication and interpersonal skills, building rapport with students and creating a positive learning environment.

Social Media Manager // Dream Bigger Community Institute

Baltimore, Maryland — October 2018 – Present

  • Overseeing interactions with the public by implementing social media platforms’ content strategies.
  • Analyzing engagement data
  • Identifying trends in customer interactions
  • Planning digital campaigns to build community online.

Sales Advisor // Geek Squad, Best Buy

Baltimore, Maryland — October 2020 – Present

  • Help drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions to their needs
  • Partner with other employees to ensure customers’ end-to-end needs are met.
  • Create relationships with customers to identify their needs and recommend appropriate solutions.
  • Applies product knowledge and industry knowledge to each customer interaction.
  • Follow-up with customers, designers, vendors, and contractors to confirm delivery and answer questions.
  • Applies understanding of design and construction to ensure customer orders are correct to specification.
  • Attends vendor-offered product training to remain up to date on products and industry trends to better satisfy customers and support fellow sales team members.
  • Selling tech support services
  • Installing and repairing equipment and software.

Adjunct Instructor // Community College of Baltimore County

Baltimore, Maryland — October 2019 – June 2022

  • Taught a Basic Computers course for the Pharmacy Technician and CNA programs which included 40 students total. All students completed the class. Two of the pharmacy technician students have found full-time employment at local pharmacies.
  • Created lessons geared toward resume writing, Microsoft Office basics, creating professional social media profiles on various social media platforms and networking using social media.

IT Site Coordinator // Erickson Living

Baltimore, Maryland — January 2015 – February 2020

  • Provided Tier 1 and 2 IT support for over 2,500 users (private residents and employees) – troubleshooting, hardware and software upgrades, and preventive maintenance on computer systems.
  • POS installation, upgrades, and maintenance, including monitors, receipt printers, bump bars and software knowledge – Wall router installation and configuration – Netgear Switch installation and troubleshooting – VPN Configuration – Back of House PC Installs, including hard disk replacement – Digital menu board installs and configuration
  • Coordinated and executed more than 10 onsite support projects driven by corporate and community initiatives throughout the year.
  • Purchased, deployed and upgraded over 1000 pieces of computer equipment for life-cycle replacement annually or when the need for new equipment occurred.
  • Provide support for telephone systems in areas such as Move, Add, Change (MAC) requests and basic troubleshooting.
  • Conducted end user training weekly on standard applications and hardware with class sizes as small as 5 individuals and as large as 30 individuals.

IT Service Desk Analyst // Erickson Living

Baltimore, Maryland — January 2015 – September 2018

  • Provide client support and technical issue resolution via E-Mail, phone and other electronic medium – answered an average of 600 inbound calls and 200 emails monthly.
  • Maintained an average customer satisfaction rating of 4.8 out of 5 and an average resolution rate of 66%.
  • Analyzed and resolved customer’s technical support needs and solved/route accordingly, using documented procedures and available tools.
  • Provide support for Windows 7 & 10, Office 2010, Office 2016 Microsoft Exchange and other proprietary applications.
  • Maintained a knowledge based articles database for the team and created over 100 knowledge based articles.
  • Maintained and updated Sharepoint site for team.
  • Currently filling in as On-site support for Charlestown supporting residents
  • Perform preventive maintenance on computer systems

Technology Solutions Analyst // Allegis Global Solutions

Hanover, Maryland — October 2016 – February 2017

  • Data obfuscation for client invoices that failed to process.
  • Worked with our Salesforce team in creating workflows in SalesForce to process invoices to customer specifications.
  • Created workflows in Salesforce to process client invoices.

Help Desk Support // Teksystems

Baltimore, Maryland — January 2012 – December 2015

  • Answer inbound calls, emails, and web chats, assess customer’s technical support needs and solve/route accordingly, using documented procedures and available tools.
  • Provide client support and technical issue resolution applications and network issues via Email, phone and other electronic mediums
  • Provide support for Windows 7, Office 2007 & 2010, Microsoft Exchange and other proprietary applications.
  • Escalate issues to Level 2 appropriately.

Help Desk / Technical Support // Eye-Fi

Baltimore, Maryland — July 2012 – November 2012

  • Answer inbound calls, emails, and web chats, assess customer’s technical support needs and solve/route accordingly, using documented procedures and available tools.
  • Escalate issues to Level 2 appropriately.
  • Remain knowledgeable of performance requirements, product line and service offerings
  • Maintain awareness of and compliance with all company policies and procedures Achieve specified performance goals.
  • Provide client support and technical issue resolution via E-Mail, phone and other electronic mediums.
  • Configuration of client’s equipment to connect to the Internet via modem/DSL Router (Dial Up/DSL customers only).
  • Configure software to connect to Internet application servers.
  • Display thorough knowledge photography and photography equipment

Computer Sales Consulting Manager/Geek Squad Support, Best Buy

Baltimore, Maryland — July 2007 – December 2011

  • Consistently a top performer in daily sales as an individual and department.
  • Oversee the overall staff recruitment and maintenance.
  • Supervised a team of 10 members – scheduling, training and evaluation of performance.
  • Had a dual role as Geek Squad Supervisor where I troubleshooted customer’s computer issues, repaired and performed preventive maintenance.

RDA (Real-time Defect Analysis) Technician, Micron

Manassass, Virginia — December 2006 – July 2007

  • Performed SEM (Scanning Electron Microscope) and optical microscope image collection in the Fab.
  • Worked closely with Fab process engineers handling requests for evaluations of machine qualifications, new processes, and process changes.
  • Collected data on defects and overall process health.
  • Summarized findings for each wafer analyzed including the types of defects observed.
  • Recovered area equipment from down issues, ensuring tool events are accurately logged in ETI, performing equipment quals as needed.
  • Mastered the operation of SEM, FIB, and FEM, making reports on FEMs, SWRs and new SEM recipes as time allows, and troubleshooting and correcting imaging problems on the SEM.
  • Preventative maintenance and repairs of semiconductor processing equipment on the production line.
  • Troubleshoot and repair semiconductor fabrication equipment.
  • Responsible for equipment up time in a manufacturing environment
  • Trained technicians to implement preventative maintenance on select tools.
  • Consulted with architects and engineers; coordinate projects with maintenance and site personnel and outside contractors, inspecting work in progress and upon completion

Fire Control Technician, US Navy

Various Locations — December 2001 – December 2006

  • Operated, tested, repaired, and performs maintenance on fire control systems, equipment, and associated test equipment.
  • Adjusted, aligned, and calibrated basic electronic circuits; under supervision
  • Performed troubleshooting, calibration, adjustments, and tests on fire control and guidance systems.
  • Performed maintenance on optical alignment equipment.
  • Isolated and replaced faulty parts and components.
  • Possess knowledge and skills required to operate and perform basic preventive maintenance on Submarine Fire Control Systems and perform basic network administrative functions on submarine installed Local Area Networks(LAN) and associated peripheral equipment installed equipment