IT Support Specialist
About Me
I am a detail-oriented IT professional with over 5 years of experience in L2 technical support, Identity & Access Management (IAM), and system security administration. I have built my career around managing user access lifecycles, resolving complex incident tickets, and helping maintain secure and reliable enterprise environments.
I work extensively with ServiceNow, JIRA, Active Directory, and Microsoft Intune to support access provisioning, deprovisioning, MFA enforcement, and endpoint security. My experience includes handling service requests, troubleshooting application and system issues, and ensuring that support activities meet strict SLA and OLA requirements.
I am comfortable performing root cause analysis on authentication, access, and endpoint-related incidents. I also collaborate with cross-functional teams to identify security risks, improve processes, and strengthen compliance across the systems I support.
My technical background includes Windows, macOS, Linux, Proxmox, VMware, SQL, PostgreSQL, Python, and C#. I have also worked on lab and academic projects that helped me deepen my understanding of virtualization, system hardening, and backend troubleshooting.
I value clear documentation and process consistency, and I have served as a document custodian for internal access management procedures. I enjoy creating and maintaining technical documentation that helps teams standardize support and share knowledge effectively.
I am currently continuing my education in Software Development while also holding cybersecurity and networking academic credentials. I am certified in CompTIA Security+ and continue to grow my skills in security, support operations, and enterprise IT administration.
Skills
PythonSQLComplianceProcess ImprovementRisk ManagementLinuxJiraTroubleshootingPostgreSQLOnboardingActive DirectoryKnowledge ManagementVMWareWindows OS
Education
B.S. in Software Development
Currently pursuing a bachelor's degree in software development.
PostgreSQL Course Completion
Completed a PostgreSQL course.
Security+ Certification
Certified in CompTIA Security+.
Experience
Manage the full access management lifecycle for 23 enterprise applications using ServiceNow and JIRA. Execute routine system security administration tasks while adhering to SLAs and OLAs. Conduct root cause analysis on authentication and access-related incidents. Collaborate with cross-functional teams to identify security hazards and recommend process improvements. Serve as document custodian for internal access management procedures.
Handled L2 service requests and incident tickets related to access provisioning, system troubleshooting, and application support. Administered user account lifecycle activities including onboarding, offboarding, password management, and MFA enforcement via Active Directory. Enforced security baselines and governed system access across Windows, macOS, and Linux environments.
Conducted root cause analysis for complex endpoint and access-related issues. Supported enterprise endpoint security by implementing conditional access policies and security baselines in Microsoft Intune. Assisted in compliance and risk reduction activities by enforcing device enrollment and identity management best practices. Created and maintained technical documentation to standardize troubleshooting processes and support knowledge sharing.