Learning through real systems.

Progressed from Tier 1 support (Jan-Apr) to Tier 2 support (Apr-Aug), resolving roughly 400 in-person, live-chat, phone, and ticket cases involving identity, Microsoft 365, Wi-Fi, VPN, Windows endpoints, classrooms, and AV systems. Administered user, group, authentication, device, compliance, and deployment workflows across Microsoft Entra ID, Intune, and Autopilot. Supported 50-80+ client, classroom, and lab deployments, assisted with security remediation, documented complex issues, and developed the Leddy Library automation workflow.

Built a reproducible analysis of student enrollment outcomes from inconsistent institutional records. Cleaned and validated data, performed exploratory analysis, fitted a multinomial logistic-regression model in R, and translated likelihood-ratio tests and odds ratios into decision-ready R Markdown reports.

Supported students in Data Structures and Systems Programming through lab guidance, debugging help, and explanations of C++, Linux, memory, and foundational problem-solving. Helped students reason through their code and build confidence with unfamiliar technical concepts.

Managed Ubuntu-based Python environments and resolved package and dependency issues for NLP research. Supported large-scale text analysis and topic modeling with PySpark, Spark NLP, TF-IDF, and LDA, and reviewed project documentation for nontechnical readability.

Diagnosed and repaired hardware and software failures across school computers, including power supplies, drives, motherboards, RAM, CMOS, beep codes, and Dell blink-code issues. Restored corrupted Windows and Linux installations and returned classroom systems to service.