Scott Puplava

Denver, CO · [email protected] · voiddd.net

SUMMARY

IT support and infrastructure specialist with 8+ years across help desk, MSP, MSSP, and NOC environments. Experienced in the full incident lifecycle: intake, triage, prioritization, root-cause validation, escalation, and resolution follow-up. Runs a self-hosted virtualization lab to production standards, with monitoring, automated backups, and scheduled jobs. Strong technical writer with a track record of building documentation, runbooks, and knowledge-base content.

SYSTEMS & LAB

Administer a Proxmox VE hypervisor with per-service Debian LXC containers, each managed as systemd units with least-privilege API-token monitoring and chat alerting.
Operate self-hosted AI agent infrastructure (LLM gateway, MCP tool servers, cron-scheduled jobs) as a daily-driver production service, including an in-place migration between agent frameworks.
Maintain nightly offsite backups with a custom secret-scrubbing pipeline; public services served through Cloudflare DNS/TLS, deployed from the CLI (wrangler, git).
Designed and built voiddd.net by hand: dependency-free HTML and CSS on Cloudflare Pages.

EXPERIENCE

Support Specialist II · Applied Tech (MSP)

Denver, CO · May 2024 - Present

Provide Tier 1-2 technical support to enterprise legal and biotech clients by phone, email, and remote session; document, track, and monitor incidents in ConnectWise through to resolution.
Triage inbound tickets for correct priority, category, and impact; escalate issues beyond Tier 1/2 scope to internal engineering teams and third-party vendors with detailed reproduction steps and diagnostic data.
Validate user-reported bugs and system issues, performing root-cause analysis across Microsoft 365, Entra ID, endpoint, and email security platforms before escalation.
Write and maintain internal process documentation and client-facing knowledge-base articles based on recurring issues and resolutions.
Collaborate with security teams to analyze phishing reports, conditional access failures, and security alerts; communicate known issues and resolutions to affected end users.

Project Coordinator · Comcast

Denver, CO · Dec 2023 - Mar 2024

Served as liaison between on-site engineers, remote NOC engineers, and project managers, tracking work items and communicating status to stakeholders.
Co-authored an onboarding runbook that streamlined new-hire training and standardized team processes.

Network Technician (Contract) · TMG Global

Denver, CO · Sep 2023 - Dec 2023

Provided on-site smart hands support to network engineers during a switch and firewall migration, assisting cutover via PuTTY/Cisco IOS.

IT Operator · Next Level Resource Partners

Denver, CO · Jun 2022 - Sep 2023

Managed the support ticket queue end-to-end: logged, categorized, resolved, and escalated user issues while maintaining network-connected equipment.
Implemented low-code backend website features via UiPath RPA automation, reducing repetitive manual tasks.

IT Field Technician (Contract) · United Airlines

Aurora, CO · Sep 2021 - May 2022

Supported desktop, POS, and in-flight entertainment systems; completed cable drops and POS installs for the new United terminal at DIA.

NOC Technician · Handy Networks

Greenwood Village, CO · Sep 2019 - Aug 2020

Documented, tracked, and resolved tickets for web hosting, cloud services, and email hosting customers; escalated complex server and network issues with detailed reproduction notes.

IT Support Technician · Eldora Mountain Resort

Nederland, CO · Oct 2018 - Jul 2019

Maintained and installed network devices including wireless RFID scanners, POS systems, and WAPs; implemented menu board and surveillance systems via Raspberry Pi.

Provisioning Technician · Trustwave Holdings (MSSP)

Chicago, IL · Apr 2015 - Jan 2018

Configured and remotely guided installs of firewalls, IDS/IPS, and SIEM appliances; worked with clients by phone and email on network discovery, deployment issues, and PCI compliance via MSSP solutions.
Documented client interactions and tracked provisioning cases and deployments in Salesforce CRM, keeping records accurate through the full case lifecycle.

SKILLS

Systems & Virtualization: Proxmox VE, LXC, systemd, Linux (Debian/Ubuntu), Windows, macOS, Raspberry Pi
Identity & Cloud: Active Directory / Entra ID, Microsoft 365 administration, Google Workspace, Cloudflare (DNS, TLS, Pages)
Networking & Security: Firewalls, IDS/IPS, SIEM provisioning, Wireshark, Splunk, Cisco IOS (smart hands), phishing/alert analysis
Automation & Tooling: Python, SQL, Bash, UiPath RPA, git, cron, self-hosted LLM/agent tooling (MCP)
Ticketing & CRM: ConnectWise, Jira, Salesforce CRM, Datto RMM
Core: Incident management, root-cause analysis, technical documentation, end-user training and communication

EDUCATION & CERTIFICATIONS

Purdue University Calumet, Computer Information Systems (2015)
Google Cybersecurity Certificate