Projects & Practical Experience
Professional, self‑taught, and academic projects across technical support, automation, networking, and systems troubleshooting.
Professional Experience
Network Troubleshooting (POS Environments)
Jan 2025 – Present · Mad Mobile
- Front‑line POS network troubleshooting for restaurant operators
- Supported CAKE star‑topology network design
- Guided unmanaged switch placement when router ports were exhausted
- Diagnosed configuration issues vs defective hardware
- Explained network design decisions to merchants
Key Skills: TCP/IP, Network Troubleshooting, Ticketing Systems
Phone System Usage (Dialpad & Five9)
Jan 2025 – Present · Mad Mobile
- Daily use of Dialpad and Five9 in live support environments
- Managed calls, queues, and customer workflows
Key Skills: Customer Service, Telephony Systems, Ticketing Systems
Self‑Taught Automation & AI Projects
Salesforce Support Notes Generator (Custom GPT)
Sep 2025 – Dec 2025 · Self‑Directed
- Built a GPT to convert raw call transcripts into Salesforce‑ready notes
- Extracted issues, actions, outcomes, and next steps
- Removed irrelevant transcript noise
- Designed output for direct pasting into Salesforce
Key Skills: Artificial Intelligence, ChatGPT, Documentation Automation
Salesforce Support Notes Generator (Copilot Studio & Power Automate)
Jan 2026 – Mar 2026 · Self‑Directed
- Built an automation using Copilot Studio and Power Automate
- Ingested Dialpad CSV transcripts
- Extracted metadata and routed content into structured templates
- Automated categorization, summaries, and escalation notes
- Reduced manual wrap‑up time to near zero
Key Skills: Copilot Studio, Power Automate, Workflow Automation
Email Writing Assistant (Custom GPT)
Aug 2025 – Sep 2025 · Self‑Directed
- Built a GPT to draft customer emails using approved templates
- Converted brief input into polished, send‑ready responses
Key Skills: Artificial Intelligence, ChatGPT, Written Communication
Email Writing Assistant (Copilot Studio)
Sep 2025 · Self‑Directed
- Reimplemented GPT logic as a Copilot Studio agent
- Used standardized templates and guided prompts
- Optimized for internal support workflows
Key Skills: Copilot Studio, Prompt Design, Workflow Design
Custom GPT Creation Assistant
Aug 2025 · Self‑Directed
- Built a GPT to accelerate creation of other GPTs
- Generated prompts, instructions, and configuration details
- Standardized internal AI tool creation processes
Key Skills: Artificial Intelligence, ChatGPT, Workflow Design
Personal Portfolio Website
Mar 2026 · Self‑Directed
- Designed and built a multi‑page Next.js portfolio
- Implemented routing, shared layouts, and navigation
- Debugged deployment, layout, and styling issues
Key Skills: Next.js, Tailwind CSS, Troubleshooting
Field Work & Academic Labs
- Proprietary Ticketing System Usage · May–Sep 2024
- ISP Backup Replacement (Cradlepoint LTE) · Aug 2024
- Primary Internet Outage Diagnosis · Aug 2024
- Starlink Upgrade Site Survey · Aug 2024
- VOIP Upgrade (Grandstream) · Aug 2024
- Commercial Display Replacement · Jul 2024
- POS Workstation Connectivity Restoration · Jul 2024
- Indoor/Outdoor TV Backlight Repair · Jun 2024
- Security+ Labs · Feb 2023
- Network Design with Packet Tracer · Jan 2023
- Patch Panels, Punch‑Downs & Cable Crimping · Jan 2023
- Windows & Linux CLI Labs · Aug 2022
- PC Assembly, OS & VM Installation · Aug 2022