Professional Summary
IT Operations professional with hands-on ownership of production environments across hybrid, on-prem, and cloud-based infrastructures. Experienced in supporting and administering Microsoft 365, Entra ID, Intune, endpoint security, backups, and identity systems at scale. Trusted first responder for incidents, outages, and business-critical issues, with a strong focus on operational stability, security, and clear communication with technical and non-technical stakeholders. Proven ability to manage competing priorities, resolve complex issues independently, and continuously improve IT processes.
Core Technical Skills
- Identity G Access Management: Microsoft Entra ID (Azure AD), Conditional Access, MFA, User Lifecycle Management
- Endpoint Management: Intune, Autopilot, Windows 10/11, macOS, Chromebook Management (Google Admin)
- Security: SentinelOne EDR, Patch Management, BitLocker Encryption, DUO MFA, Security Monitoring C Incident Response
- Microsoft 365: Exchange Online, SharePoint Admin Center, OneDrive Migrations, Licensing C Application Access
- Infrastructure G Resilience: Backup C Disaster Recovery (Cove), On-prem C Cloud Servers
- Networking: Meraki (wired C wireless), Site-to-Site VPNs, Performance C Outage Troubleshooting
- Automation G Tools: PowerShell, RMM Automation, Autotask Documentation, JSON-based Deployments
Professional Experience
MSP (2022-Present)
IT Operations Technician / Systems Administrator
- Environment Ownership G Scope – Primary IT owner for multiple client environments, including a 200-user manufacturing organization and a 40-user educational institution – First responder for incidents, outages, and escalations affecting entire organizations, often resolving issues without supervision – Direct point of contact for Directors of Operations for onboarding, offboarding, and infrastructure changes – Supported and secured approximately 1,500 endpoints across all managed clients, with 100-200 devices under daily operational oversight
- IT Operations G Endpoint Management – Administered Windows 10/11 and macOS endpoints, including provisioning, configuration, lifecycle management, and troubleshooting – Accelerated user onboarding and offboarding, completing full workstation setup (Entra join, updates, apps, Microsoft 365) within 2-5 hours based on business needs – Resolved 15-40 tickets per week, ranging from end-user issues to infrastructure and security-related incidents
- Identity, Cloud G Microsoft 365 – Administered Microsoft Entra ID, including user provisioning, licensing, MFA enforcement, and Conditional Access policies (including travel-based access controls) – Configured and supported Intune Autopilot deployments and application rollouts, including web app and PWA deployments – Managed Microsoft 365 services, including Exchange Online administration and SharePoint usage – Performed OneDrive-to-SharePoint and device-to-device data migrations
- Security, Patch Management G Backups – Full ownership of SentinelOne EDR across ~1,500 endpoints, including alert triage, incident investigation, and false-positive tuning – Approved and denied operating system and application patches using RMM tooling, balancing security and system stability – Configured and managed backup cycles for 10-15 on-prem and cloud servers using Cove, including restore testing and retention planning – Implemented and supported BitLocker encryption via Intune, including key recovery during hardware replacements – Supported secure remote access solutions, including site-to-site VPNs and DUO MFA administration
- Networking G Connectivity – Monitored and troubleshot Meraki wired and wireless environments, isolating issues across switches, firewalls, and endpoints – Diagnosed performance degradation, outages, and connectivity issues impacting multiple users or entire sites
- Automation, Documentation G Communication – Developed and deployed PowerShell automation to streamline application and PWA deployments across 30-40 devices per rollout – Reduced repetitive manual tasks by leveraging RMM automation and scripting – Created and maintained documentation, procedures, and knowledge base articles in Autotask for end users and IT staff – Acted as a diplomatic liaison between clients and third-party vendors (e.g., managed print service providers), clearly defining ownership and root cause of issues
School District (2022-2022)
Level 1 Asset Technician
- Deployed and maintained 300+ Chromebooks in a structured educational environment
- Supported staff and students with hardware, software, and printing issues
- Documented incidents and recurring issues, generating reports for trend analysis
- Used Zendesk for ticket tracking and resolution
- Administered users and devices via Google Admin Console
Health Department (2021-2021)
Intern Technician
- Maintained and organized Active Directory objects to improve distribution, tracking, and management of technological equipment across COVID-19 vaccination sites
- Assisted with ticketing requests involving workstation hardware and software installations in fast-paced public health environments
- Supported BitLocker configuration and encryption tasks to ensure device security and compliance during large-scale deployments
- Collaborated with IT staff to rapidly provision and support systems critical to vaccination operations
Education
- Associate of Applied Science – Network Administration Specialty Option in Cybersecurity
