Professional Summary
IT support and customer-service professional with ~7 years across help-desk and technical service roles, currently supporting enterprise content-management products at Hyland. Certified Alfresco Content Services and Alfresco Process Services Administrator. Operates a multi-server homelab as a continuous training ground — and runs it with a heavy automation bias: n8n workflows, Discord bots, watchdog systems, scheduled tasks, and AI-agent tooling doing the work most people do by hand. Known for clear end-user communication, methodical root-cause troubleshooting, and documentation that makes entire teams faster.
Core Competencies
IT Help DeskCustomer ServiceWindows Server
Linux / UbuntuActive DirectoryNetworking · TCP/IP · DNS
VPN · WireGuard · TailscaleVirtualization · Hyper-V · Proxmox
DockerTrueNAS · ZFS · NFSAlfresco Content Services
Alfresco Process ServicesPowerShellPython
Bashn8n AutomationWorkflow Automation
REST APIs · WebhooksDiscord BotsCron · Watchdogs
DocumentationTroubleshooting
Certifications
Alfresco Content Services Certified Administrator (ACSCA) 23.x
Hyland University · Issued Aug 2025 · Expires Aug 2027
Alfresco Process Services Certified Administrator (APSCA) 2.x
Hyland University · Issued Oct 2025 · Expires Oct 2027
Education
Highland Community College
Highland, Kansas
Attended
Professional Experience
Technical Support — Hyland
2023 – Present
Enterprise content services software vendor (Alfresco) · Kansas City area
- Support enterprise customers on Alfresco Content Services and Alfresco Process Services: troubleshooting configuration, authentication, and workflow issues to resolution.
- Earned two Hyland University certifications — ACSCA 23.x and APSCA 2.x — and apply that platform knowledge daily in customer escalations.
- Translate technical root causes into clear guidance for non-technical stakeholders — a strength built on ~7 years of customer-facing service.
- Document resolutions and reproduction steps, contributing to the team knowledge base used by support engineers across shifts.
Customer Service & IT Help Desk — Prior Roles
2016 – 2023
~7 years combined across customer service and IT help-desk environments
- Delivered first-line IT help-desk support: triage, diagnosis, escalation, and follow-through on hardware, software, and account issues.
- Built a reputation for calm, clear communication during high-stress moments — de-escalating frustrated users and leaving them with steps they understood.
- Maintained consistently high customer-satisfaction feedback through ownership of tickets from first contact to close.
Independent Projects — Homelab & Automation
Self-directed, production-style infrastructure operated 24/7 — the equivalent of real-world systems-administration experience.
Multi-Server Homelab & Storage Infrastructure
2019 – Present
- Design and operate a 6+ machine homelab — Windows Server 2025, TrueNAS storage appliance, Linux VMs — serving the household around the clock.
- Architected TrueNAS/ZFS storage with NFS exports to four+ hosts; migrated the fleet off SMB to fix mount-stability and permission issues.
- Manage virtualization (Hyper-V + Proxmox), VLAN-style segmentation, firewall rules, and Tailscale/WireGuard remote access with least-privilege principles.
Automation & Workflow Engineering
2024 – Present
- Build and operate n8n automation workflows: scheduled content publishing, data-table pipelines, and API-driven integrations that replace manual chores.
- Develop and maintain Discord bots powering 100+ member communities — role management, notifications, and household operational alerts.
- Design watchdog and cron systems that monitor services, alert on failure, and self-heal; automate Windows tasks via scheduled tasks and PowerShell.
Independent Projects — Continued
AI Agent Engineering & Operations
2025 – Present
- Deploy and operate an AI agent platform (Hermes) across three+ machines: messaging gateway, scheduling, remote control, and model routing.
- Build custom MCP servers and skills (e.g., a LinkedIn jobs-search tool with pagination and rate-limit safety) — real API integration and tooling work.
- Automate daily operations end-to-end: cron jobs that research, summarize, and report; watchers that page on failure and recover services automatically.
Windows & Network Administration
2022 – Present
- Provision and administer Windows Server 2025 machines: RDP/SSH/WinRM, scheduled tasks, auto-login flows, service hardening.
- Rebuilt and recovered a PowerEdge server that had drifted off-network — diagnosed via network sweep, fixed OS networking, re-enabled remote admin.
- Configured NFS client mounts, startup tasks, and monitoring for every host; documented every system in a shared knowledge base.
Backup, Secrets & Reliability Engineering
2023 – Present
- Operate automated, verified backup pipelines (scheduled snapshots + NFS copies) with restore checks — backups are tested, not assumed.
- Run a self-hosted Vaultwarden password manager for the household; enforce API-key hygiene and least-privilege access across every service.
- Recover production services under time pressure using documented runbooks and a 2,000+ note technical knowledge base.