Keagan Ball

Advanced technical support and systems administration for a multi-site healthcare organization. Role expanded from escalation support into infrastructure administration, automation development, systems integration, and operational engineering - building tooling that didn't previously exist and taking ownership of monitoring, endpoint management, and infrastructure reliability.

• Took ownership of PRTG monitoring - expanded to 200+ sensors, built custom PowerShell EXE sensors for application health checks, and configured tiered alert escalation to reduce noise during real incidents.
• Developed PowerShell automation for AD and M365 user lifecycle management using the Microsoft Graph API - replacing per-request manual workflows with a consistent, auditable, logged process.
• Built operational tooling from scratch: asset tracking platform (SQL-backed), GoTo Connect device automation for site-based paging compliance, and automated PRTG health reports distributed to leadership via Teams.
• Managed Hyper-V virtualization estate including VM templates, resource allocation, and infrastructure for 40+ production workloads serving clinical and administrative systems.
• Introduced Git-based configuration management and runbook documentation standards - bringing infrastructure changes into version control and making procedures reviewable and reproducible.
• Expanding into Azure: hybrid identity with Entra ID, Infrastructure-as-Code concepts, Azure Static Web Apps, and repeatable deployment practices targeting cloud and platform engineering roles.

Escalation-focused IT support role. Served as a technical escalation point for complex user, device, application, and infrastructure-adjacent issues. Deepened skills in Active Directory, endpoint management, scripting, and operational project work while taking on broader responsibilities.

Foundational tier-1 IT support in a higher-education environment. Frontline support for faculty, staff, and students - hardware, software, classroom tech, account access, and workstation imaging. Built practical troubleshooting habits and early interest in scripting and systems administration.