I am an IT Support Specialist with over 3 years of experience delivering Tier 1 to Tier 3 technical support, desktop support, and end user support in regulated healthcare and education environments. Throughout my career, I have resolved over 400 monthly tickets while maintaining a 99% SLA compliance rate. I am proficient in Active Directory, Azure AD/Entra ID, Microsoft 365, Google Workspace, NinjaOne RMM, and ServiceNow. My expertise includes endpoint and device management, identity lifecycle administration, incident management, and compliance with HIPAA and SOX regulations.
I hold certifications in CompTIA Security+, Network+, and A+, which complement my strong foundation in ITIL-aligned troubleshooting and incident management. I am a U.S. citizen and clearance eligible, willing to undergo background investigations as required. I have experience administering identity lifecycle processes for large user bases, including provisioning, deprovisioning, MFA enrollment, and access resets, always enforcing strict least-privilege controls.
In my recent roles, I have deployed security patches and GPO hardening across hundreds of servers and workstations, significantly reducing vulnerabilities. I have authored and enforced security policies aligned with ISO 27001 and have successfully maintained 100% compliance through external audits. Additionally, I have implemented automation workflows using n8n to streamline compliance documentation and audit evidence generation, reducing documentation time by 40%.
My experience also includes serving as a final escalation point in healthcare environments, managing Windows Server, VMware, and cloud infrastructure to reduce unplanned downtime. I have conducted root cause analyses on security incidents using tools like Splunk and Wireshark, which helped reduce repeat incidents by half. I am skilled in investigating authentication anomalies and maintaining continuous audit readiness through ITIL-aligned change management.
I am passionate about delivering high-quality technical support and ensuring secure, compliant IT environments. I thrive in dynamic settings where I can apply my technical skills and certifications to improve system reliability and user satisfaction. I am eager to contribute my expertise to organizations that value security, efficiency, and proactive IT management.
