Summary
IT Manager and automation engineer with 6+ years at Applied Technology Group, progressing from intern to Tier 1 Manager. Specializes in designing and deploying automated workflows that eliminate repetitive manual work, leading first-line support teams for managed service clients, and building data visualizations that surface operational insights in real time. Computer Science graduate with a strong foundation in algorithms and software development.
Experience
Tier 1 Manager
– Present
Applied Technology Group — Fort Wayne, IN
Intern
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Helpdesk
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Projects Engineer
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Tier 1 Manager
- Manage first-line support engineers responsible for all managed IT clients, overseeing escalation routing, team performance, and continuous process improvement
- Built and deployed an automated email ticket dispatch workflow in Rewst that parses, categorizes, and assigns 60–100 tickets per week with no manual triage
- Designed a Timesheet Audit automation (originally Python, migrated to Rewst) that flags discrepancies and notifies engineers directly, saving ~1 hour of review per week
- Developed Ticket Auto Escalation, Attendance Reporter, and Time Off Report workflows in Rewst, eliminating recurring manual tasks across the team
- Built a suite of Grafana dashboards covering call queue performance (engineer metrics, call volume, arrival and missed call heatmaps) and backup system health across all managed clients
- As Projects Engineer, onboarded new clients and deployed full IT stack (networking, endpoints, cloud, security) for incoming managed service agreements
Production Associate
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Key Fasteners Corporation — Fort Wayne, IN
- Operated heavy manufacturing equipment in a high-precision production environment
- Developed attention to process discipline, workplace safety protocols, and quality standards
Food Service
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Swiss Village Inc.
- Sustained consistent employment for six years while completing full-time undergraduate education
- Developed customer service, time management, and the discipline of managing long-term commitments
Notable Projects
- Auto Dispatch Workflow (Rewst): Parses inbound support emails, classifies by priority and category, and auto-assigns to the correct engineer — handles 60–100 tickets/week
- Call Queue Dashboard Suite (Grafana): Four dashboards providing real-time and historical visibility into call queue volume, engineer performance, and missed-call patterns
- AI Game Suite (JavaScript): Tic-Tac-Toe and Connect Four with fully implemented MinMax and Alpha-Beta Pruning algorithms; built as senior capstone project at Indiana Tech
- Backup System Monitor (Grafana): Surfaces failed backup jobs across all managed client devices at a glance, replacing daily manual checks