Experience

  • Contract Documentation Consultant
    Upwork & similar platforms
    Remote
    4–7 SMB client engagements under NDA. Converted client tribal knowledge into structured SOPs and runbooks.
  • Documentation & Support Operations Specialist
    Putnam County Government
    Cookeville, TN
    Primary support contact for 300+ users across 15+ departments. Built the organization-wide knowledge base from scratch — 15–20 KB articles, SOPs, and runbooks now used by all staff. Onboarded 70+ employees with full system access in 1–2 days each. Ran end-user change communication for Carbon Black → Sophos migration; disruption and support volume stayed low.
  • Sales Manager (Consultant)
    Island Property of Northport
    Northport, NY (Remote)
    Managed client lifecycle, built engagement templates, automated follow-ups, and ran staff training.
  • Senior iOS Technical Support Advisor — Tier II
    Apple Inc.
    Remote
    Senior escalation point for complex software, hardware, and service issues. Mentored Tier I advisors on troubleshooting and communication. Wrote internal documentation and workflows that cut repeat escalations.
  • Sales Supervisor
    Charter Communications
    Cookeville, TN
    Led a 12-person sales team. Built training materials, performance workflows, and escalation playbooks. Identified process gaps and delivered customer-trend insights to leadership.
  • Owner — Documentation & Technical Support Consulting
    Any Key Computer Consulting
    Cookeville, TN
    Six-year practice serving local businesses: technical support, onboarding workflows, and documentation. Long-term client relationships built on clear communication and preventive maintenance.
  • Web Developer
    N2 The Net
    Cookeville, TN
    Built client websites, wrote onboarding guides for non-technical users, gathered requirements, and integrated APIs.
  • Technical Support & Operations
    DACCO
    Cookeville, TN
    Remote support for 110 retail locations and mobile field teams. Triaged authentication, network, and remote-desktop issues. Documented support processes and coordinated issue resolution across sites.

Education

  • CompTIA A+
    CompTIA
  • Certified System Administrator
    ServiceNow
    Remote
  • Certified ScrumMaster (CSM)
    Scrum Alliance
    Remote
    Issued December 2020.
  • Computer Information Systems coursework
    DeVry University
    Remote

Skills

  • Documentation & Knowledge Base Knowledge base architecture · SOP & runbook authoring · Onboarding documentation · Workflow standardization · Process improvement & audit
  • Support Operations Ticket-driven workflows · Issue triage & root-cause analysis · Escalation management · First-contact resolution · Change communication
  • Customer Success & Onboarding Customer onboarding & implementation · User adoption & enablement · Customer education & training · Escalation handling · Cross-functional collaboration
  • Platforms & Tools ServiceNow · Zendesk · Microsoft 365 · Active Directory · VMware · Linux · Docker / Portainer · TrueNAS SCALE · Veeam · Sophos · Carbon Black · LDAP