Lead security operations for a 650+ user, 2,000+ endpoint healthcare environment (HITRUST R2 + SOC 2 Type II). Own vulnerability management — 40%+ YoY reduction. Run internal penetration testing on a near-daily cadence. Focus on Zero Trust identity controls, DLP, and insider threat detection.

Escalated IT support for 650+ users via Jira. Administered user accounts and access in Entra ID. Streamlined equipment audit processes. Acted as liaison between help desk and security teams.

First-level technical support for hardware, software, and access requests in a dynamic healthcare setting. Maintained SLA compliance throughout. Built foundational knowledge in identity management and endpoint troubleshooting.

Led a 20-agent team — daily operations, training, and scheduling. Achieved Top Store designation two consecutive years through the Best Buy Achievers program. Consistently exceeded KPIs.

Performed advanced diagnostics and repairs on computers, mobile devices, and consumer electronics. Mentored junior agents — leadership work that propelled promotion into management.

Primary client-facing technician in a high-volume retail environment. Translated complex technical concepts for clients and consistently met sales/service attachment targets.