Regional Manager IT Operations, Endpoint Engineer

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.