Experience Timeline

Professional Experience

2024 – Present
Operations Technology Consultant - Fidelity

    Cloud Engineer Experience

  • Migrated all on-prem virtual desktops to Azure, cutting HVD costs by $350,000 annually.
  • Led cloud adoption projects including shared drive migration to SharePoint and Azure.
  • Created automation tools using HTML/JavaScript to streamline internal request workflows.
  • Technology Support Experience

  • Support division-wide application deployments and system upgrades (e.g., Windows, M365).
  • Provide escalated support for hardware/software issues across all endpoints (laptops & HVDs).
  • Built custom intake automations using HTML/JavaScript to reduce repeat issue volume.
  • Admin Jira, Confluence, and SharePoint for issue management and team collaboration.
2021 – 2024
Desktop & Network Support Analyst - Fidelity

    Cloud Engineer & Technology Support Experience

  • Managed desktop and Azure Virtual Desktop (AVD) onboarding for 8,000+ employees.
  • Led change management and access provisioning for multiple enterprise tools.
  • Supported executive leadership daily, ensuring uninterrupted IT performance.
  • Implemented Jira-based ticketing and process tracking, reducing response times by 10%.
2018 – 2021
Technology Support Consultant - Fidelity

    Technology Support Experience

  • Reduced support ticket load 15% by developing troubleshooting documentation.
  • Collaborated with product teams to eliminate root issues, reducing escalations by 30%.
  • Delivered daily first/second-line support in high-volume call center environment.
  • Delivered Tier 1 & 2 support in fast-paced call center environment (30+ issues/day).
  • Trained new support reps and coordinated with dev teams to reduce escalations by 30%.
2014 – 2018
University of North Texas - BBA
  • Bachelor of Business Administration in Business Analytics
  • Clubs - IIBA International Institute of Business Analysis

Credentials & Courses

CSM

The Certified Scrum Master (CSM) certification, offered by the Scrum Alliance, validates an individual’s knowledge of Agile principles and Scrum practices.

CSPO

The Certified Scrum Product Owner (CSPO) certification, awarded by the Scrum Alliance, recognizes expertise in defining product vision, managing the product backlog, and delivering value.

Azure Fundamentals

Cloud computing concepts with emphasis on Microsoft Azure services, deployment, and governance.

Scrum@Scale Practitioner

The Scrum@Scale Practitioner certification demonstrates a deep understanding of how to scale Agile practices across multiple teams, departments, and products.

AWS Certified Practitioner

Fundamental understanding of AWS Cloud concepts, core services, security, architecture, pricing, and support.

Azure 104 Course

The AZ-104 course equips learners with the skills to manage Azure subscriptions, secure identities, administer infrastructure, and monitor resources.

Accredited Project Management Course - LSU University (In Progress)

The LSU Project Management Accredited Course provides a comprehensive overview of project management principles, methodologies, and best practices. It consists of five classes that prepare you for the PMP certification exam.

Scrum Inc. Registered Product Owner

The Registered Product Owner (RPO) certification from Scrum Inc. validates an individual's expertise in maximizing product value, managing stakeholder collaboration, and effectively prioritizing work using Agile and Scrum principles