IT PROFESSIONAL | SYSTEMS & NETWORK ADMINISTRATION | USER MANAGEMENT & ENDPOINT SOLUTIONS
CORE COMPETENCIES
- Identity & Access Management: Okta, Entra ID / Azure AD, Active Directory, Group Policy, Conditional Access, MFA, SSPR
- Endpoint & Device Management: Microsoft Intune, Windows Autopilot, Addigy (Mac MDM), Immy, RMM Tooling
- Microsoft 365 & Cloud: Exchange Online, Teams, SharePoint, Multi-Tenant Administration, License Management
- Networking: Unifi Switches & APs, VLAN, VPN (Cisco, RADIUS), DNS, Firewall, Network Troubleshooting
- Server & Infrastructure: Server Management, iDRAC / Out-of-Band Management, RAID Configuration & Rebuilding, App Server Setup
- Print & Peripheral Management: PaperCut (hybrid AD environments), Printer/peripheral setup for executive clients
- Scripting & Automation: PowerShell (onboarding/offboarding, bulk ops, tenant automation), Process Documentation
WORK EXPERIENCE
Managed Service Provider
Tier 2 – System Administrator | Irvine, CA | 08/2024 – Present
- Managed Okta as the primary identity provider – provisioning and deprovisioning users, configuring SSO integrations, and administering Okta groups and policies across multiple client environments.
- Integrated Okta with Addigy (Mac MDM) to enforce identity-driven device compliance and streamline macOS onboarding for client environments.
- Administered Active Directory and Group Policy across environments supporting 400+ users, including OU design, access control, and troubleshooting authentication and policy enforcement issues.
- Managed Microsoft 365 and Entra ID across multiple tenants – handling licensing, Exchange Online mail flow, mailbox access, compromised account remediation, and hybrid identity configurations.
- Built and maintained a repeatable onboarding and user orientation process, creating structured documentation to standardize the new-hire IT experience and reduce ad hoc setup time.
- Configured and enforced Conditional Access policies including MFA, location-based restrictions, and device compliance requirements to reduce account compromise risk.
- Sole champion of Intune and Autopilot implementation for a client – led to the efficient new hire and replacement process.
- Assisted with the deployment of Immy for other clients as part of MSP-wide endpoint standardization efforts, contributing to faster provisioning and reduced manual configuration.
- Integrated PaperCut into a partially migrated Active Directory environment, resolving print management challenges introduced by the hybrid identity state.
- Rebuilt a legacy application for a senior executive following a workstation replacement by locating and registering the required DLLs, fully restoring application functionality without vendor support.
- Served as the primary on-site technical contact for multiple clients while concurrently managing a Tier 2 ticket queue – balancing remote and field responsibilities without service degradation.
- Delivered white-glove support to executive-level clients including CEOs, performing on-site visits to offices and private residences to resolve hardware issues (RAM/SSD replacement) and complex peripheral setups.
- Installed Unifi 8-port switches at client locations to expand network port access, coordinating physical installation with minimal downtime.
- Managed server infrastructure for multiple clients, including:
- Configuring iDRAC / out-of-band management for previously unmanaged servers.
- Performing RAID expansions and rebuilding arrays after drive failures.
- Setting up application servers and configuring integrations with third-party platforms.
- Authored and maintained internal documentation and repeatable support processes, reducing ticket recurrence and improving resolution consistency across the service desk.
Managed Service Provider
Managed Services Team Lead | Duluth, GA | 08/2024 (Promoted from MSE)
- Led a team of 6 engineers on the Service Desk, establishing the Team Lead role from scratch as the first to hold the position – defining responsibilities so the role could be replicated companywide.
- Conducted monthly team pulse check-ins to surface engineer feedback, track morale, and identify recurring support bottlenecks before they impacted SLAs.
- Acted as the technical conduit between engineers and upper management, freeing leadership to focus on business operations while handling day-to-day escalations.
- Designed an on-call readiness process – including a preparation meeting and SOP walkthrough – to ease engineers into shift responsibilities with confidence.
- Remained a hands-on technical resource for the service desk and upper tiers while fulfilling leadership duties.
- Assisted with a weekend new-office buildout for a client, including firewall, switch, AP configuration, and physical cabling.
Managed Services Engineer | Duluth, GA | 10/2023 – 08/2024
- Handled 30+ tickets daily across the service desk queue and NOC dashboard, consistently closing 15+ tickets per day with top-rated customer satisfaction scores.
- Administered multiple Microsoft 365 tenants – resolving Exchange Online issues, performing account remediation, and developing PowerShell scripts for user onboarding, bulk actions, and tenant automation.
- Resolved duplicate account issues in Active Directory and M365 using SMTP matching – correcting identity conflicts impacting user access and mail delivery.
- Updated GPOs to resolve critical security log failures, restoring proper authentication logging across multiple users simultaneously.
- Deployed RMM agents via Intune for automated remote provisioning, eliminating the need for on-site technician visits for standard computer builds.
- Initiated and led a RADIUS network implementation project after identifying and communicating network congestion risks caused by shared Wi-Fi passwords.
- Developed a documented Cisco VPN setup process, reducing provisioning time to under 10 minutes and enabling self-guided setup for non-technical staff.
- Resolved critical server connectivity outages in under 20 minutes from alert receipt, restoring essential client resources with minimal downtime.
- Performed on-site switch installations for clients, ensuring minimal disruption to operations.
- Educated clients and IT management peers on VPN best practices and secure remote access procedures.
EDUCATION
High School Diploma | 2022
