Summary / Objective
IT Customer Support Lead experienced in enterprise public sector environments, leading technical support operations across multiple locations. I serve as a key escalation point, support and mentor team members, and partner with cross-functional teams to resolve complex issues. I focus on improving processes, strengthening service delivery, and turning technical challenges into practical solutions that support the business.
Professional Experience
Washington State Department of Agriculture
August 2021 – Current
IT Customer Support Journey Lead
- Co-lead Tier 2 customer support operations across Yakima and Olympia locations, supporting hundreds of end users across the agency
- Provide technical leadership and daily guidance to Tier 1 and Tier 2 staff, supporting a team of 5 technicians
- Serve as a primary escalation point, resolving high-impact and complex technical issues affecting multiple users and departments
- Collaborate with Systems, Security, and Network teams to resolve enterprise-level incidents and reduce downtime
- Act as a liaison between IT and business units to ensure technical solutions align with operational needs across divisions
- Contribute to process improvements and documentation, helping improve team efficiency and consistency in ticket handling
- Assist with technology rollouts and system upgrades, supporting successful deployments with minimal disruption
- Mentor and support Tier 1 staff, improving knowledge sharing and escalation readiness
Customer Support Entry Tier 1
Analyze, troubleshoot, resolve, and develop standard operating procedures pertaining to computer and telecom-related issues. Perform ITIL Tier 1 or higher issue resolution for incoming help requests from end-users, including installing and upgrading software and hardware, network, and configuring systems and applications.
Community Health of Central WA
July 2017 – August 2021
Application Specialist
- Supported enterprise healthcare applications across multiple departments and locations
- Led implementation and training for new systems, improving user adoption and workflow efficiency
- Resolved complex application issues impacting clinical and operational workflows
- Supported and troubleshot enterprise healthcare applications across multiple locations.
Help Desk Specialist
- Provided technical support across 7 sites, resolving hardware, software, and network issues
- Supported a high volume of tickets while maintaining strong customer service and resolution times
Catholic Family and Child Service
May 2015 – July 2017
Records and Registration Specialist
- Managed electronic records with a strong focus on accuracy, compliance, and data integrity.
- Maintained and updated EHR systems while adhering to privacy and security requirements (HIPAA).
- Identified discrepancies in records and implemented corrective actions.
ACTNOW Inc.
September 2013 – April 2015
Office Administrator
Knowledge of administrative and clerical procedures.
Military Experience
WA Army National Guard
March 2005 – January 2014
E-5 Sergeant (SGT) - 92 A
Awards: National Defense Service Medal, Global War on Terrorism Service Medal, Iraq Campaign Medal w/ Campaign Star, Army Service Ribbon, and Armed Forces Reserve Medal
Education
Central Washington University
Ellensburg, WA
B.S. Information Technology and Administrative Management
Yakima Valley College
Yakima, WA
A.A. Business Administration
Key Skills
- Technical Leadership & Team Mentorship
- IT Customer Support Operations
- Incident, Problem & Escalation Management
- Endpoint Support (Windows, AD, M365, Azure)
- Cross-Functional Collaboration
- Process Improvement & Documentation
- Technology Rollouts & Upgrades
Certification
Certified Associate in Healthcare Information and Management Systems