$ whoami

I fix the ticket — then I fix the reason it keeps coming back.

I'm Parker, an IT support professional in the Portland area. I worked my way from Tier 1 to Tier 3 at an MSP, helped grow the help desk from two techs to six, and built a practice around permanent fixes instead of repeat tickets.

Get in touch Download résumé
status.sh
$ ./status --summary role       IT support · Tier 1 → Tier 3 focus      root-cause fixes, documentation certs      CompTIA A+ (Core 1 & 2) tools      SentinelOne, NinjaOne, AD location   Milwaukie, OR open_to    new roles $

01 / about

Support that scales with the team.

At the MSP I started on the phones and finished as the bridge between the C-suite and the techs on the ground. Along the way I mentored every new hire as the help desk grew from two people to a crew of six.

My favorite work is the unglamorous kind: finding the chronic blockers nobody owns — missing MDM portal access, unknown router credentials, unmonitored UPS alerts, undocumented platforms — and turning each one into a documented, permanent fix in the team knowledge base.

Before IT, I spent years in restaurants, including two as a shift supervisor running floor and kitchen crews of 9–15. It's where I learned to stay calm when everything is on fire at once.

02 / experience

Where I've worked

[MSP NAME]
[START] – [END]
Tier 1 → Tier 3

Help Desk Technician, Tier 3

  • Helped grow the help desk from two techs to six and mentored every new hire.
  • Built a permanent-corrective-action practice: a standing weekly review with the head technician to log chronic issues, document permanent fixes and expand the team KB.
  • Drew logic flow maps separating technician decisions from architect decisions — groundwork for a Solutions Architect role.
  • Responded to active threats from SentinelOne alerts, running the full incident response playbook from preparation through post-incident review.
  • Supported identity management, EDR, hybrid Active Directory, patching and backup operations across client environments.
Hospitality clients
US & UK properties

Hotel systems support

  • Vendor-side support for Onity OnPortal access control: remote server administration, database updates and front-desk key encoding.
  • Supported a door lock credential migration from 1.0 to 2.0.
  • Supported Opera and FOSSE property management systems at Marriott properties.
[RESTAURANT NAME]
~2016 – 2018

Shift Supervisor

Ran floor and kitchen crews of 9–15 per shift, after working every position from dishwasher to bartender.

03 / skills

Toolkit

security & endpoints

SentinelOne, NinjaOne, vulnerability scanning, incident response

identity & infrastructure

Hybrid Active Directory, identity management, patching, backups

hospitality systems

Onity OnPortal, Opera PMS, FOSSE

documentation & reporting

Knowledge bases, logic flow maps, Power BI, PowerPoint

people

Mentoring new techs, leading shifts, translating between leadership and the floor

languages

English, Russian

certifications

CompTIA A+ — Core 1 & Core 2

education

B.A., World Languages (Russian) — Portland State University

16 graduate credits in cybersecurity & security policy — Georgia Tech

04 / homelab

What I run at home

Where I break things on purpose so I don't break them at work.

$ systemctl list-units --lab
● media-server     running · home media library
● pihole           running · network-wide DNS filtering
● proxy            running · proxy servers
○ proxmox-ve       planned · virtualization lab

05 / contact

Have a help desk that needs fewer repeat tickets?

I'm open to IT support and help desk roles in the Portland area. The fastest way to reach me is email.

[you@yourdomain] LinkedIn Résumé (PDF)