Apr 2022 – Present · ~5 years · Omaha, NE · Hybrid
Jr. System Administrator @ Revco Solutions, Inc.
I'm providing day-to-day technical support for a growing company. I handle Tier 1 and Tier 2 issues across nearly 900 endpoints and currently I work with the infrastructure team, formerly, with the help desk support team, including through several company mergers.
What I do
- Work with a team of about 20 others with the resolution of hundreds of tickets a month, with a very high first-call resolution rate. Also work on tasks escalated from the Help Desk to Level 2 and higher teams. Work on networking gear, building out servers in a cloud environment. Also responsible for daily patching and resolving out of date software.
- Resolve hardware, software, and network issues, from simple to complex
- Provide technology support to executives and senior leadership
- Train end users so the same issue doesn't come back
Key results
- Moved hundreds of users onto company systems during the mergers of several companies
- Improved department performance by writing structured documentation for several processes
- Created processes to track technology hardware and control spare-device inventory
- Completed every IT training program offered
Scope, tools and more
Scope
- endpoints
- ~900
- team
- ~20 members across Help Desk, Infrastructure, & Security
- tickets
- 100s / month
- tiers
- Tier 1 & Tier 2
- users
- regular staff through senior leadership
Environment
Ongoing · personal project · self-hosted
k3s-homelab @ home
I built a production-style private cloud at home to learn DevOps and security work my day job doesn't cover. It runs my website, notes app, password manager, and home automation, and I document it well enough for someone else to operate.
What I built
- A highly available K3s cluster on Ubuntu, provisioned with Ansible, that keeps running if any one node fails
- GitOps with Argo CD: 26 applications are deployed from Git, and a manual change to the cluster is undone automatically
- HTTPS ingress through a Cloudflare Tunnel, with no ports open on the home router, and single sign-on with two-factor through Authelia
- Monitoring, logging, and email alerting
Key results
- Rebuilt every protected app on a spare host from backup and verified that the data was readable
- Kept two independent backup paths so one mistake can't delete both
- Wrote a plain-English guide to the cluster for readers without an IT background
Scope, tools and more
More of what I did
- Vulnerability scanning with Trivy and admission policies with Kyverno, with secrets kept encrypted in Git using SOPS and age
- Dependency updates proposed as pull requests by Renovate, tried on a disposable test cluster before production
- Rolling updates, one node at a time, with health checks between steps
Scope
- nodes
- 6 (3 control, 3 worker)
- GitOps
- 26 apps deployed from Git
- storage
- 3× replicated volumes
- backups
- 3 layers, restore-tested
- alerts
- 152 rules → email
- DR test
- every app restored and swapped live
Environment
Open the homelab workspace
Sep 2020 – Apr 2022 · 1 yr 8 mos · CompuCom long-term project
IT Support Engineer @ CIT Bank
On a long-term CompuCom project, I supported CIT Bank's large banking environment through the merger of Mutual of Omaha and First Citizens, both at users' desks and remotely.
What I did
- Deskside and remote support across the bank
- Resolved service desk tickets in ServiceNow
- Password resets and user management in Active Directory
- Cabling and patching, from cubicles to server room switches
Key results
- Carried out merger migrations: SCCM disk re-imaging, RAM upgrades, software installs, and hardware swaps
Scope, tools and more
More of what I did
- Set up and managed cloud printers
Scope
- client
- CIT Bank
- via
- CompuCom
- setting
- large banking environment
- support
- deskside & remote
- context
- bank merger
Environment
Mar 2019 – Apr 2022 · 3 yrs · Omaha, NE · On-site
IT Field Technician II @ CompuCom
I provided on-site technology support for large retail, banking, and commercial clients, handling priority calls under tight service-level agreements (SLAs).
What I did
- Full on-site technology support for large retail, banking, and commercial sites
- Diagnosed and repaired Lexmark, Xerox, and HP single-function and multifunction printers
- Set up and installed hardware bought at retail stores, in homes and offices
Key results
- Handled priority-level support: on site within 2 hours and resolved within 4 for large retail stores and banks
- Performed data backups and disaster recovery, including disk re-imaging and HDD installs
- Followed data and media destruction procedures
Scope, tools and more
Scope
- clients
- retail, banking, commercial
- SLA
- 2 hr on-site · 4 hr resolution
- where
- stores, banks, homes, offices
Environment
Jun 2009 – Oct 2017 · 8 yrs · Bellevue, NE
Keno Technician
For eight years I kept a keno operation's computer systems, ticket printers, and barcode scanners running every day.
What I did
- Oversaw the daily performance of computer systems, ticket printers, and barcode scanners
- Answered user questions about software and hardware and resolved problems
- Installed and repaired computer hardware, software, and peripherals to spec
- Ran computer diagnostics and provided user support
Key results
- Repaired Zebra commercial printers myself: printheads, cleanings, and broken gears
Scope, tools and more
Scope
- systems
- computers, ticket printers, scanners
- tenure
- 8 years
Environment
Jun 2001 – May 2003 · Omaha, NE
Microcomputer Support Management @ Metropolitan Community College
Still learning
- Every IT training program offered at Revco
- Kubernetes, networking, storage, and disaster recovery through the homelab
- Emerging technology such as AI in IT support
Scope, tools and more
Program
- program
- Microcomputer Support Management
- credits
- 63 credit hours completed