Systems Engineer
Rocket Limited Partnership | Detroit, Michigan | September 2024 – September 2025
- Worked with multiple teams to remediate vulnerabilities in both infrastructure and code repositories
- Collaborated with internal and external partners to merge two enterprise-tier Atlassian stacks and maintain a seamless user experience
- Decommissioned an enterprise deployment of AWS in multiple environments
- Collaborated with internal and external partners to improve security posture on SaaS tools
- Completed SSO deployment to Atlassian, Cypress, BrowserStack, Retool, Five9, and Terraform, improving security posture and enabling a more seamless user management experience
- Worked with internal partners to update deployments leveraging Terraform Cloud
- Increased observability of SaaS tools by integrating with Adaptive Shield, monitoring security configurations and enabling more informed risk assessment decisions
Senior Systems Administrator
Rocket Homes | Detroit, Michigan | June 2021 – September 2024
- Rendered technical support to 250 employees, addressing issues related to computers, software, network connectivity, user access, and hardware failures including Mac and Windows deployments
- Customized Jira workflows to align with the organization's unique processes and requirements, resulting in increased productivity
- Developed and oversaw Jira projects, configuring project settings, creating issue types, and defining project roles and permissions
- Managed 250 user accounts within multiple SaaS tools as well as Entra ID and on-prem AD, including creating and deleting accounts, assigning access permissions, and resetting passwords
- Enhanced troubleshooting efficiency by maintaining comprehensive and up-to-date documentation of the organization's computer systems and networks
- Automated asset-related fields within the ticketing platform and engineered automation protocols that updated customer data fields during ticket creation, reducing manual steps for agents
- Administered the company Jira Service Management site, configuring JSM projects for various teams and tailoring them to meet unique business needs
Desktop Support Technician
Rocket Companies | Detroit, Michigan | March 2017 – June 2021
- Performed in-depth troubleshooting of 8 or more hardware, software, and network connectivity issues per day, leveraging JAMF and Intune to manage mobile deployments
- Conveyed complex concepts in user-friendly terms while helping 20,000 end-users, offering assistance both remotely and on-site
- Collaborated closely with multiple IT teams to mitigate escalations and complex issues