Experience

Progressed from escalation-focused support into day-to-day systems administration and infrastructure operations within a hybrid healthcare environment. Responsibilities expanded beyond frontline support into monitoring, automation, virtualization, operational tooling, and infrastructure reliability initiatives. Continuing to expand cloud and platform engineering skills through hands-on Azure development, hybrid identity work, infrastructure labs, and self-hosted environments.

• Took ownership of the PRTG monitoring platform - expanded sensor coverage to 200+, built custom PowerShell-based EXE sensors for application health checks that SNMP/WMI can't surface, and configured tiered alert escalation to reduce noise while catching real incidents faster.
• Developed a PowerShell automation framework for AD and M365 user lifecycle management - provisioning, licensing, group assignments, and deprovisioning - using the Microsoft Graph API. Replaced manual per-request workflows with a consistent, logged, auditable process.
• Managed Hyper-V virtualization estate: VM templates, resource allocation, maintenance windows, storage capacity planning, and supporting infrastructure for 40+ production workloads serving clinical and administrative systems.
• Built operational tooling that previously did not exist: an asset tracking platform backed by SQL, GoTo device automation for site-based paging and helpdesk connectivity compliance, and automated weekly reporting for PRTG sensor health distributed to leadership via Teams.
• Introduced Git-based configuration management and runbook documentation standards - bringing infrastructure changes into version control and making operational procedures reproducible and reviewable by other team members.
• Expanding into cloud and platform engineering through structured Azure lab work: hybrid identity with Entra ID and AD Connect, Infrastructure-as-Code concepts, Azure Static Web Apps, and repeatable deployment practices. Future career goals include infrastructure automation, cloud administration, and platform engineering roles.

Moved from foundational tier-1 support into an escalation-focused IT support role. Served as a technical escalation point for more complex user, device, application, and infrastructure-adjacent issues while continuing to build deeper systems knowledge and take on more responsibility across directory services, endpoint management, scripting, and operational projects.

• Served as an escalation point for tier-1 issues requiring deeper troubleshooting, including complex user provisioning problems, application access issues, endpoint configuration problems, and recurring support patterns that needed root-cause analysis rather than one-off fixes.
• Developed stronger Active Directory and systems administration skills through account lifecycle work, group membership troubleshooting, permission issues, Group Policy exposure, and hands-on support of multi-site user and device environments.
• Supported endpoint and systems maintenance workflows, including Windows updates, application updates, device readiness, troubleshooting after patching, and coordinating with senior staff on changes that affected users across multiple locations.
• Started taking on monitoring and infrastructure visibility work, including learning how service health, device availability, network status, and alerting tied into day-to-day support quality and faster incident response.
• Worked with vendors and senior technical staff on application and system issues that crossed beyond normal helpdesk troubleshooting, building exposure to databases, hosted applications, permissions, and backend service dependencies.
• Began writing purposeful PowerShell scripts for repeatable support tasks, user lookups, reporting, and basic automation, establishing scripting as a practical way to reduce manual work and improve consistency.
• Expanded into networking and infrastructure-adjacent troubleshooting, including VPN issues, device connectivity, network patching support, printer and peripheral problems, and participating in larger site and systems projects.

Early IT support role focused on tier-1 fundamentals in a higher-education environment. Provided frontline support for users, classrooms, workstations, peripherals, and common access issues while building practical troubleshooting habits and learning how IT operations support the daily work of an organization. This role created the foundation for later escalation support, systems administration, and automation work.

• Provided tier-1 support for faculty, staff, students, and campus users, including hardware troubleshooting, software issues, classroom technology support, account access problems, printer support, and workstation/peripheral configuration.
• Assisted with workstation setup, imaging, software installation, device preparation, and end-user handoff to keep labs, offices, and classroom technology ready for daily use.
• Learned the basics of account and access support, including password resets, login troubleshooting, user profile issues, permissions questions, and escalation paths for identity-related problems.
• Supported basic infrastructure tasks under direction from senior staff, including hardware setup, cable management, printer support, classroom device checks, and network connectivity troubleshooting.
• Documented recurring issues and built personal notes for common procedures, developing the habit of turning repeated support work into clearer, repeatable troubleshooting steps.
• Built early interest in scripting, systems administration, and automation by looking for ways to troubleshoot faster, document better, and understand what was happening beyond the visible support issue.