Regional Manager IT Operations, Endpoint Engineer
About Me
I am an IT Support specialist with over 14 years of experience in service desk operations, endpoint management, and identity support across enterprise environments. I have extensive expertise in configuring Intune, Autopilot, and Mobile Device Management (MDM) solutions, supporting Azure environments, and administering Active Directory and Microsoft 365 services such as Exchange Online, Teams, and SharePoint. I am proficient in implementing Single Sign-On (SSO) and Multi-Factor Authentication (MFA) to enhance security.
My skills include PowerShell automation for application deployment and system configuration, alongside strong knowledge of IT Service Management (ITSM) and ITIL practices, primarily using the Ivanti ticketing system. I am recognized for ensuring compliance readiness, managing IT teams, and delivering dependable support to distributed workforces.
Throughout my career, I have managed desktop and server environments with over 4,000 endpoints and led IT teams of 3 to 6 members across multiple sites. I have successfully overseen onboarding processes for both IT and non-IT staff, including equipment setup and access provisioning.
I have hands-on experience with Microsoft Intune for enterprise app deployment, device compliance, and conditional access policies. I am skilled in Windows Autopilot for onsite and remote provisioning and have configured Group Policy Objects (GPOs) to manage endpoint security at scale. Additionally, I have deployed and supported Azure Virtual Desktop to enable secure remote access and business continuity.
I am experienced with imaging tools such as FOG Server, PDQ Deploy, and Clonezilla, and I leverage PowerShell scripting to automate onboarding and endpoint configuration tasks. I collaborate effectively with cross-functional teams including Help Desk, Networking, Security, and NOC to resolve incidents and improve IT service delivery.
My work history includes leadership roles where I directed IT operations, improved SLA adherence, supported compliance initiatives like HIPAA and PCI, and led IT integrations for acquired sites. I am committed to continuous improvement and operational excellence in IT support and endpoint management.
Skills
Project ManagementJiraAutomationTeam ManagementConflict ResolutionITSM
Education
Associates Degree in Computer Networking
Azure Fundamentals Certification - AZ900
Experience
Directed IT operations for multiple sites and remote (WAH) environments, supervising 3–6 IT staff while ensuring consistent user support and timely resolution of technical issues. Oversaw ITSM and ITIL-aligned support processes including Tier 1 and Tier 2 service desk escalations, conflict resolution, and incident response. Collected and analyzed ITSM data to identify trends, improve resolution times, and enhance reporting to leadership. Increased SLA Adherence by raising first call resolutions, improving escalation handling, and monitoring ITSM Data on over 500 tickets per month. Supported compliance initiatives including HIPAA, SOC, PCI, and vendor onsite audits, ensuring IT support practices aligned with regulatory requirements. Conducted onboarding for new employees, ensuring proper account setup, SSO/MFA configuration, and endpoint provisioning. Oversaw service desk escalation, access requests, and troubleshooting across Active Directory, Microsoft 365, Azure environments, and MDM platforms in a support capacity. Conducted performance reviews, delivered training, and coordinated staffing to maintain responsive IT support coverage. Supported IT projects including site launches, hiring ramps, and remote deployment initiatives, ensuring operational readiness and user support availability. Partnered with cross-functional IT teams (Help Desk, Networking, Security, NOC, Telecom) to resolve incidents and improve IT service delivery.
Administered Microsoft Intune for enterprise device management, supporting 4,000–15,000 endpoints with application deployment and compliance monitoring. Configured and maintained MDM solutions for enterprise endpoints, enabling consistent deployment, device compliance, and secure mobile workforce management. Developed and maintained PowerShell scripts to deploy/uninstall applications, configure app settings, automate onboarding processes, and streamline endpoint support tasks. Streamlined IT support workflows with automated device provisioning using Windows Autopilot, reducing setup time and improving user onboarding. Implemented AppLocker and Conditional Access policies to strengthen device security and reduce support incidents. Assisted in configuring and supporting Azure Virtual Desktop to enable secure remote access and responsive IT support for distributed staff.
Directed IT support operations for a high-volume contact center (800+ endpoints), coordinating daily troubleshooting and escalated support through the Ivanti ticketing system, overseeing resolution of 200+ tickets monthly. Provided ITSM and ITIL-based Tier 1 and Tier 2 support, managing incident escalations and assisting with conflict resolution between teams and end users. Conducted onboarding for new employees, including workstation setup, system access, and SSO/MFA configuration. Supervised 2 IT staff across multiple sites, managing ticket prioritization, workload balancing, and support coverage. Assisted with site infrastructure upgrades and supported business projects by ensuring IT readiness. Delivered remote support to work-at-home users, ensuring proper connectivity and troubleshooting for distributed staff.
Delivered frontline IT support for agents, supervisors, and leadership across 800+ endpoints, handling 30+ tickets weekly in the Ivanti ticketing system for hardware, software, and Microsoft tools. Conducted onboarding for new employees, setting up user accounts, access, endpoint configurations, and Microsoft 365 (Exchange Online, Teams, SharePoint). Provisioned and imaged workstations using FOG Server and Clonezilla, ensuring consistent and reliable deployments. Maintained site infrastructure including switches, servers, firewalls, and structured cabling, minimizing downtime and ensuring availability. Provided support to remote users as work-at-home environments expanded, ensuring reliable endpoint configuration and access.