Core Competencies
Experienced in building and supporting modern endpoint environments, with a strong emphasis on security, automation, and user experience across Windows, macOS, and mobile platforms.
Intune (MDM/MAM)
Autopilot
Windows Autopatch
Apple Business Manager
Entra ID / Azure AD
Office 365
Conditional Access
MFA Enforcement
BitLocker / MBAM
LAPS
Device Guard
Credential Guard
Windows Hello for Business
802.1X
Endpoint Analytics
Log Analytics
KQL
PowerShell Automation
Bash / zsh
Cisco Secure Client VPN
ServiceNow
Professional Experience
Lead Service Desk Technician
United Wheels
- Serve as escalation lead for advanced Intune, device identity, and policy-related issues across global Windows and macOS environments.
- Administer and optimize Intune device configuration, Autopilot profiles, MDM/MAM policies, and compliance baselines.
- Implement and maintain BitLocker, LAPS, Conditional Access, Windows Hello for Business, and identity protection controls.
- Develop and refine PowerShell automation for remediation, configuration enforcement, and device provisioning.
- Support enterprise onboarding and offboarding through Entra ID hybrid identity and Microsoft 365 integration.
- Manage Cisco Secure Client VPN profiles, certificates, and remote access troubleshooting.
IT Support Engineer – Team Lead
CPC
- Led a managed services team delivering L2/L3 support while maintaining SLAs and client satisfaction.
- Administered Intune MDM/MAM, Autopilot, and cloud identity policies across multiple client environments.
- Designed and deployed MAM policies for iOS and Android, improving application security and compliance.
- Enhanced BitLocker compliance and reporting using policy adjustments and automation.
- Supported Microsoft 365, Entra ID, Teams, and Exchange Online, including Teams Calling migrations.
- Handled escalations involving Azure identity, device compliance failures, and GPO/MDM conflicts.
IT Desktop Support Engineer
Esko Graphics
- Provided enterprise-level support for Windows and macOS across the Americas region.
- Imaged, deployed, and configured systems using modern deployment processes and policies.
- Collaborated with global IT teams on escalations involving Azure AD, Office 365, and endpoint security configurations.
Level 2 Desktop Support Specialist
Reed Elsevier
- Delivered advanced support for Windows, Office 365, Azure AD authentication, and hardware remediation.
- Performed secure system imaging, diagnostics, and deployment workflows.
- Documented incidents and resolutions in ServiceNow for consistent knowledge sharing.
Level 2 Support Analyst (Contract)
Atos
- Managed onboarding and offboarding using Active Directory and Office 365 identity lifecycle processes.
- Resolved Outlook, mail flow, and identity-related issues while maintaining 100% satisfaction scores.
Education
Bachelor of Science – Management of Information Systems
Wright State University – Dayton, OH
Associate of Science – Computer Science (Web Programming)
ECPI College of Technology – Greenville, SC