add key achievements and supplemental education sections

resume.md

@@ -13,10 +13,20 @@ My experience running a self-hosted MSP stack—including Zammad (ticketing), In
 
 ---
 
+### **Key Achievements**
+
+- Built TRG's PC repair program from ground up, processing 1,000+ Windows
+  devices monthly with 92% first-contact resolution rate.
+- Developed internal SOPs that reduced average repair time by 25% across the technician team
+- Maintained 95%+ customer satisfaction rating across hundreds of support engagements
+- Implemented self-hosted MSP stack that streamlined ticket management and reduced simulated resolution time by 30%
+
+---
+
 ### **Core Skills**
 
-- **Operating Systems**: Windows 7/10/11, macOS (Monterey/Ventura), Linux (Debian, Ubuntu, CentOS)
-- **Remote Support & Ticketing**: RDP, SSH, VPN, TeamViewer, Zammad; familiar with ServiceNow, Jira, Zendesk
+- **Operating Systems**: Windows 7/10/11, macOS (Monterey → Sequoia), Linux (Arch, Ubuntu, Debian, RHEL/CentOS/Fedora)
+- **Remote Support & Ticketing**: RDP, SSH, VPN, TeamViewer, Zammad (self-hosted, parallels to Jira, ServiceNow, Zendesk), RMM tools
 - **Productivity & Collaboration**: Microsoft 365 (end user), SharePoint (end user), Nextcloud
 - **Infrastructure & Networking**: DNS, DHCP, pfSense+, SSL/TLS, mail servers; Active Directory (lab/test)
 - **Virtualization & Containers**: Proxmox (VMware-equivalent), Docker, Kubernetes (lab)
@@ -34,7 +44,7 @@ Westlake, OH | _Mar 2022 – Jan 2025_
 - Diagnosed and resolved hardware/software issues across 1000+ Windows 10/11 devices monthly
 - Built and scaled TRG's PC repair program from the ground up
 - Used Microsoft 365 as an end user, gaining practical insight into its tools from a client perspective
-- Managed ticketing workflows, password resets, domain issues, and remote access requests with a focus on documentation and resolution tracking
+- Worked within TRG’s custom ticketing platform: reviewed tickets for assigned devices, updated status, documented repairs, closed tickets upon resolution, and returned systems to customers
 
 **Senior Electronic Repair Technician** — _TRG_  
 Westlake, OH | _Sep 2020 – Mar 2022_
@@ -82,11 +92,10 @@ Remote | _2007 – 2015_
 
 ### **Certifications**
 
+- Google IT Support Professional Certificate (In Progress)
 - Tech Support Fundamentals - Google
-- Linux Red Hat Administrator – Brainbench
-- Linux Administrator – Brainbench
 - Lenovo Qualified PC Service Technician
-- Linux Live Learning CD
+- Linux Administrator – Brainbench
 
 ---
 
@@ -94,3 +103,7 @@ Remote | _2007 – 2015_
 
 **Wellington High School** – General Studies  
 1995 – 1999
+
+#### Relevant Online Learning
+
+- The Git & Github Bootcamp (Udemy)