About Me
IT and Technical Support Specialist with experience in Dynamics 365 Customer Service, CRM administration, process automation, and UI/UX customization. Skilled in JavaScript, Python, CSS, Power Platform, and Zendesk. Resolved 7,000+ support tickets and improved support efficiency by 50% through automation and workflow optimization. U.S. Army veteran with experience in high-pressure environments, bringing disciplined problem-solving and execution to system support and administration.
My long-term focus is growing into technical leadership and strategic alignment roles where I can combine infrastructure expertise with client communication and operational planning.
Work Experience
Software Product Specialist, The Cobalt Company
Sep 2021 – Present
At Cobalt, I independently manage and customize Dynamics 365 environments and client-facing portals to ensure seamless functionality and optimal performance for over 160 clients. My role involves deploying complex, code-based solutions, developing automated workflows, and resolving advanced technical challenges. I also provide ad-hoc CSS and JavaScript customizations based on user requests, delivering tailored solutions that enhance user experiences. Additionally, I oversee the Zendesk Support platform, where I streamline internal processes and drive customer satisfaction through a focus on continuous improvement and success.
Arlington, VA, United States
COVID-19 Vaccine Call Center Specialist, Fairfax County Government
Feb 2021 – Jul 2021
As part of Fairfax County’s COVID-19 vaccination initiative, I worked directly with residents to answer questions, schedule appointments, and resolve issues. I also contributed to process improvement by creating workflows and forms that enhanced the efficiency of the call center.
Fairfax, VA, United States
Experiential Education Facilitator, George Mason University
Sep 2019 – Nov 2020
I facilitated experiential learning programs for diverse groups, helping participants build teamwork, communication, and leadership skills. I also ensured participant safety by becoming certified in belay and rope rescue operations.
Manassas, VA, United States
Indirect Fire Infantryman (Team Leader), United States Army
Dec 2013 – May 2017
I served as a team leader in a mortar section within a Stryker Brigade Combat Team. I was responsible for the training, welfare, and professional development of three soldiers and the continued maintenance of over $4M in military equipment.
Vilseck, Bayern, Germany
Education
Bachelor of Science in Health, Fitness, and Recreation Resources
George Mason University, VA
Jan 2018 – Sep 2020
Certifications
Skills
- Dynamics 365 Customer Service (CRM), System Administration, Technical Support
- Zendesk Administration, Incident Management, Troubleshooting
- Power Platform (Power Apps, Power Automate), Process Automation
- JavaScript
- Python
- CSS
- UI/UX (Figma)
- API Integrations, SSO (Single Sign-On)