Professional Summary
IT Analyst with hands-on experience administering hybrid Azure environments including
Entra ID, Intune, and Autopilot within a regulated medical device organization. Proven ability to
resolve complex Level 2–3 technical issues across hardware, software, and network
infrastructure while maintaining compliance and end-user productivity. Currently pursuing a
B.S. in Cybersecurity and Information Assurance, with active certifications in
CompTIA Security+, A+, and ITIL v4.
Work Experience
Highridge Medical
- Administer and maintain a hybrid Azure environment encompassing Entra ID, Intune, Autopilot, and Microsoft Teams, ensuring secure identity management and compliant device provisioning across the organization.
- Resolve escalated Level 2–3 helpdesk tickets spanning hardware diagnostics, software deployment, and network drive mapping, serving as the primary technical resource for end-user support.
- Support IT operations within a regulated medical device environment, maintaining adherence to compliance requirements while managing day-to-day infrastructure and user endpoint configurations.
ITS LLC
- Provided Tier II helpdesk support including application and hardware troubleshooting, network connectivity diagnostics, and account administration.
- Managed and resolved tickets using BMC Remedy, including software distribution, documentation, and system and network status reporting.
- Deployed and maintained government off-the-shelf software and hardware including servers, firewalls, Cisco switches, and multi-function printers.
Strategic Solutions
- Diagnosed and resolved technical issues reported by users, ensuring minimal disruption to daily operations.
- Maintained and updated hardware components and software applications while managing network configurations, security settings, and access permissions.
- Provided excellent customer service, addressing user inquiries and guiding staff through technical solutions and procedures.
Plateau GRP
- Led a team of IT support technicians, providing mentorship, guidance, and advanced troubleshooting support.
- Followed and refined existing IT support procedures, driving significant improvements in first-call resolution rates and overall user satisfaction.
- Regularly developed and maintained IT documentation resources including troubleshooting guides and knowledge base articles, improving team efficiency and knowledge sharing.
SANMINA/SCI
- Conducted comprehensive security assessments, identifying vulnerabilities and implementing countermeasures to safeguard critical assets and personnel.
- Prepared detailed security reports and incident documentation for senior leadership, achieving an average breach response time of under 2 minutes.
- Ensured all personnel accessing sensitive information and restricted areas met stringent security and clearance requirements.
United States Army
- Conducted first aid and trauma training for soldiers pre-deployment and provided pre-hospital trauma care during training exercises.
- Established and maintained remote field medical stations and upheld knowledge of basic pharmacology and field trauma care protocols.
Skills
Cloud & Identity
Azure Entra ID, Microsoft Intune, Autopilot, Microsoft 365, Exchange Online, SCCM, MDM
Networking
TCP/IP, DNS, DHCP, VLANs, Firewalls, Switches/Routers, Network Troubleshooting
Security
Active Directory and GPO, SIEM, EDR, IDS/IPS, Zero Trust, Incident Response, IT Security
Support & Tools
ServiceNow, Jira, BMC Remedy, Remote Desktop, ITIL v4, IT Documentation, User Account Management
OS & Platforms
Windows Server, macOS, Linux (multiple distros)
Development
PowerShell, Bash, SQL (working knowledge), Python (AI-assisted scripting)
Education
Western Governors University
Calhoun Community College
CompTIA Security+
CompTIA A+
ITIL v4