Experience

TD Bank

New York, NY

  1. IT Operations Analyst III

    July 2026 – Present

    • Built automations and internal applications that streamlined IT support for teams nationwide, cutting resolution times by over 25%.
    • Deliver Tier 2/3 break-fix support and IT administration for enterprise hardware and software, diagnosing and resolving end-user technical issues via remote access to minimize downtime.
    • Manage executive onboarding end to end, including Active Directory provisioning, access control, and system configuration.
    • Author troubleshooting guides and documentation for new bugs and recurring issues, building a knowledge base that speeds resolution across the IT team.

Best Buy / Geek Squad

New York, NY

  1. Geek Squad Senior – Technical Support Lead

    Aug 2024 – July 2026

    • Led and mentored a team of 5 agents, owning performance, training, and escalation workflows across the full service queue.
    • Reduced service turnaround time by 30% and improved team efficiency by 15% through process redesign.
    • Administered employee identities and access via Microsoft 365 Admin Center and Active Directory, managing onboarding and offboarding including credential provisioning, security group assignments, and deprovisioning.

  2. Geek Squad Agent – Technical Support Specialist

    April 2021 – Aug 2024

    • Diagnosed and remediated malware, ransomware, and security vulnerabilities across client devices, restoring system integrity and reinforcing endpoint security best practices.
    • Configured and troubleshot Wi-Fi, routers, and VPN setups to resolve connectivity issues across home and small business environments.

Technical skills

Technical Support & Help Desk

  • Tier 1/2/3 troubleshooting
  • Remote support
  • Ticketing systems
  • Hardware diagnostics
  • Software installation
  • End-user support
  • Customer service

Identity & Access Management

  • Microsoft 365 Admin Center
  • Azure Active Directory / MFA
  • Credential management
  • Access authorization
  • Onboarding / offboarding

Networking & Security

  • Network configuration
  • Wi-Fi / router / VPN troubleshooting
  • Malware remediation
  • Endpoint security
  • Data backup and recovery

Languages

  • Python
  • JavaScript (React, Next.js)
  • C++
  • Java
  • Bash
  • SQL
  • HTML
  • CSS

Tools & Platforms

  • Git
  • GitHub
  • VS Code
  • Vercel
  • Cloudflare
  • Azure
  • ServiceNow

Education

CUNY Lehman College

Bronx, NY

Bachelor of Computer Science

Graduated May 2026 | GPA: 3.95/4.0

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