• I manage the information technology infrastructure, maintenance, and development for a college preparatory school serving domestic and international boarding students in grades six through twelve.• I am responsible for network administration, including broadband fiber network with pfsense firewall router, VLANs, WiFi access points, NAS backups, Windows Server Active Directory, a Linux RADIUS server, HP Aruba, switches, and Windows HyperV servers.• I also administer the Alta Open and Gentec access control security systems, WordPress and Squarespace websites, Comcast and NEC phone systems, student information systems (Rediker, FACTS/Renweb, and Blackbaud K-12), network printer management (PaperCut, DirectPrint, and Printix), video surveillance system, Google Workspace for Education domain, 3D printing (FDM and SLA), TOEFL and NWEA MAP tests, FIRST FTC robotics, PlayVS e-sports teams, Zoom Meetings, WeVideo, and digital signage.• I have taught digital citizenship, Scratch programming, chess, and 3D design to middle school students and Python programming and computer game design on the Microsoft Arcade MakeCode platform to high school students.• I maintain, install, and repair projectors, computers, LED/LCD screens, document cameras, printers, and audio systems.• I am experienced with Windows, Mac, Chrome, and Linux operating systems.• I record and edit special events videos on campus.• I have supervised full-time technical support employees and student and parent volunteers.

• Managed a network of a Linux file server, NAS running ZFS, and 30+ Windows and Mac client desktops and notebooks.• Diagnosed, maintained, repaired, purchased, and upgraded computers, printers, and peripherals.• Administered a remote Linux/Apache/MySQL/PHP web server via SSH and Plesk.• Edited and created web pages and forms using jQuery, PHP, XHTML, CSS, MySQL, and WordPress for 70+ class and club sites.• Developed and administered staff and volunteer intranet websites using the Mindtouch wiki platform.• Designed and maintained event registration Microsoft Access databases for annual reunions.• Supervised and trained part-time student employees.• Videotaped and edited videos for special events.

• Provided technical computer support to nationwide retail stores and headquarter office staff for office, visual basic, retail, and network applications and hardware such as POS terminals, Mac and Windows desktops, and printers.• Ensured the completed processing of sales, inventory, and credit file transfers from retail satellite stores to corporate headquarters.• Developed a helpdesk content management system using Plone/Python.• Created VB scripts to automate and streamline repetitive tasks for staff.• Authored, edited, and updated helpdesk technical documentation.• Introduced animated tutorials for retail, helpdesk, and campus staff.

• Researched, evaluated, and edited technical support documentation for new computers, PDA's, peripherals, and consumer products.• Evaluated and edited new and existing product solution updates submitted by customer support staff.• Created Application Restore CD-ROM software emulator in Microsoft compressed HTML Help format for use by customer support staff.• Developed scripts to automate tasks for Sony PC customers that eliminated on-site service, reduced call volume, and decreased call times.• Implemented redesign of Sony's Support Central web portal, improving the graphical user interface, site navigation, customer tracking, and usage reports.• Introduced animated visual tutorial aids on the Sony Support website and created the initial Clie PDA tutorials.• Created HTML Help files with text-to-speech support to assist end-users in troubleshooting complex issues in a step-by-step, easy-to-follow process.

I provided upper-level technical support for complex issues escalated from tier 1 representatives. I developed new or updated existing solutions from experiences with customers for inclusion in Sony's technical support knowledge base. I coordinated parts ordering and service schedules. Received and managed customer complaint calls.

Provided front-line help desk technical support for all supported products by identifying, diagnosing, and documenting customer issues on the phone or using remote control software. Created, confirmed, and updated owner records using online systems.