(318) 592-2412 - drew@rayandlaura.com
CERTIFICATIONS
Atlassian Agile Project Management Professional
Part 107 Commercial Drone Pilot's License
AWS Solutions Architect - Associate
AWS Cloud Practitioner
Public Trust Clearance
MS Excel Black Belt
CompTIA Security+
EDUCATION
B.B.A. in Cyber Security (Pursued)Present - Projected June 2028
University of Texas at San Antonio (Online Program)
EXPERIENCE
IT Specialist | Junior Sysadmin
City of Tifton, GAAugust 2024 - Present
- Managed technology deployment, configuration, and support for city, fire dept, police dept, and public works employees, driving a 92% increase in ticket completion within the first 6 months.
- Performed inter-department asset and user access installation and management for employees and contractors across 17 departments and 19 satellite locations.
- Developed and installed hardware and software solutions to advance city-wide technological capabilities and improve security.
Skills Used: Hardware and Software Deployment, Project Management, Cyber Threat Response, Tech Support, Identity Management, Path Management, Networking, Server Administration, Endpoint Security
Technologies: Sophos, M365, Entra, Intune, Linux, Nutanix, PowerShell, Keeper PAM, VMware, Active Directory, Group Policy, Cisco, Fortinet, BS&A, Laserfiche, Courtware
Forestry Dispatcher
Georgia Forestry CommissionApril 2024 - August 2024
- Coordinated forest firefighting dispatch for timely responses to emergencies and wildfires in an extremely high-stress environment, managing unit movement and resources to ensure the safety of people and property.
- Monitored fire weather and behavior using specialized software for strategic decisions and predictive analysis.
- Issued agricultural burn permits, ensuring regulatory compliance and smoke safety on civilian and commercial property.
Skills Used: Emergency Management, Customer Support, Documentation, Communication, Multitasking, Resource Management, Stress Management
Technologies: ServiceNow, FireResponse, Windows, Microsoft Office, Radio Communications and Repeater Testing
Desktop Support Specialist
US Defense Health AgencyJune 2022 - June 2023
- Coordinated global issue tracking and task delegation, ensuring timely resolution and high customer satisfaction, placing within the top 15% of employees worldwide.
- Installed, configured, and maintained end-user hardware, software, and access for 150,000 DHA employees and 9.6 million service members, retirees, and family members.
- Provided one-on-one feedback and training support for 20+ new employees as a Desktop Support Specialist subject matter expert.
Skills Used: Task Delegation, Troubleshooting, Compliance, Access, Hardware, Software
Technologies: ServiceNow, Office 365, Active Directory, Outlook, PKI, Cisco AnyConnect, BeyondTrust Bomgar, MHS GENESIS, Dragon Transcription
Lifeguard
YMCA of Greater San AntonioMarch 2021 - June 2022
- Implemented rapid emergency response protocols with a specialized team, including water rescues, first aid, and CPR, to mitigate risks and ensure the safety and well-being of 25,000+ patrons.
- Applied preventative, detective, and corrective controls for the monitoring and measurement of risk, and handled countermeasure selection and implementation for threats to 100+ customers' safety daily.
- Conducted daily facility maintenance to ensure compliance with regulations and adhere to policies, standards, procedures, and guidelines.
Skills Used: First Aid, CPR, BLS, Team Coordination, Leadership, Risk Management
Customer Service Representative
Krispy Kreme Donut Corp.October 2020 - March 2021
- Provided efficient and courteous assistance to over 10,000 customers, ensuring accurate documentation and management of assets to support seamless service delivery.
- Acted as a brand ambassador by promoting special offers, upselling additional menu items, and providing product knowledge to customers, driving revenue growth and fostering repeat business.
- Supervised and oversaw individual onboarding and training for 30+ new employees, ensuring timely skill acquisition and integration with existing team members to meet performance expectations.
Skills Used: Customer Service, Multitasking, Sales, Communication, Teamwork, Training
PERSONAL PROJECTS