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Professional Summary

Versatile, remote-ready technical professional with experience spanning customer-facing service delivery, data analysis, automation, cloud infrastructure, and software development. Proven ability to work independently in remote environments while taking ownership of complex systems and responsibilities with minimal oversight.

Known for learning new domains quickly, improving efficiency through automation and data-driven decision making, and delivering measurable outcomes in cost reduction, modernization, and service reliability.

Certifications

CompTIA A+
SQLskills Blackbelt - SQL Server 2019

Core Skills

Problem Solving and Critical Thinking
Automation and Process Improvement
Customer Service and Stakeholder Communication
Data Analysis and Reporting
Incident and Escalation Management
Documentation and Knowledge Management
Microsoft SQL Server, Azure, Microsoft 365, SharePoint
ConnectWise PSA and Control, Windows, macOS, Linux
Go, Flutter

Experience

Automation Technician / DBA

SQLWatchmen · Remote

January 2023 to January 2026

Owned customer tickets end to end including triage, remediation, communication, and escalation.
Led a guided rewrite of the company SQL Server toolkit, cutting deployment time from about one day to roughly thirty minutes.
Maintained automation scripts and tools for monitoring, maintenance, alerting, and operational efficiency.
Managed Azure, Microsoft 365, SharePoint, and ConnectWise platforms as an internal subject matter expert.
Reduced Azure spend by more than 60 percent through cleanup, optimization, and vendor migration.
Architected and developed an internal health-check platform using Go, Flutter, PostgreSQL, and Azure.
Supported on-call MSSQL work including tuning, migrations, job failures, backup issues, and incident response.
Built an AI-based auto-triage system for ConnectWise Manage.

Dispatcher

SQLWatchmen · Remote

August 2022 to January 2023

Dispatched, prioritized, and assigned service tickets for a ten-person MSSQL consulting team.
Reduced ticket backlog by more than 50 percent through better triage, assignment, and ticket hygiene.
Delivered a BrightGauge dashboard integration within three months of hire, earning a performance bonus.
Built dashboards and KPIs to improve service visibility, workload balancing, and bottleneck identification.

Tower Technician

Mid Atlantic Contracting · Woodbine, MD

July 2021 to August 2022

Installed telecommunications radios, antennas, and auxiliary equipment while following technical specifications and safety procedures.

Fire and Theft Representative

Progressive Insurance · Frederick, MD

December 2019 to June 2021

Handled complex claims involving fire and theft across multiple vehicle types, states, and policy lines.
Conducted investigations using database research, recorded statements, document review, and coordination with outside experts.
Ensured regulatory compliance and collaborated with legal teams and outside counsel.
Received Sleuth of the Month recognition three times for investigative excellence.

Auto Claims Adjuster

Progressive Insurance · Frederick, MD

October 2018 to December 2019

Managed end-to-end automobile claims while balancing customer experience, evidence review, and policy interpretation.
Selected for the Total Loss Team to handle higher-exposure claims.

Relationship Manager

Bank of America · Eldersburg, MD

October 2016 to October 2018

Served clients on sensitive financial matters involving account servicing, cash handling, and product needs.
Managed client portfolios in Salesforce and tracked performance with Excel.
Maintained compliance with internal controls, regulatory requirements, and strict confidentiality standards.
Achieved a 98 percent customer experience score based on post-interaction surveys.

Assistant Store Manager

Kay Jewelers · Frederick, MD

June 2015 to October 2016

Supported high-volume store operations, staff supervision, training, scheduling, and escalated customer issues.
Grew repair gross income by more than 200 percent through process and staff improvements.
Earned Diamond Council of America certifications for Diamonds and Gemstones.

Education

Linganore High School

High School Diploma · Graduated High Honors

August 2009 to May 2013