Information Technology Specialist / System Administrator Responsible for supporting and maintaining enterprise IT infrastructure, including Windows Server, Active Directory, Microsoft 365, Azure AD/Intune, virtualization, and network systems. Provided Tier 2/3 technical support, implemented security and patch management processes, ensured system reliability and compliance, and collaborated with internal teams and vendors to support business operations.

• Provided hands-on support and administration for Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, and user licensing.
• Managed user access and identity through Azure and Entra ID, handling onboarding, offboarding, MFA, and access changes.
• Administered Windows Server and Active Directory environments, including user accounts, Group Policy, DNS, DHCP, and file shares.
• Maintained and supported virtualized environments using VMware, ensuring system stability and performance.
• Assisted with network support and troubleshooting across switches, firewalls, wireless access points, VLANs, and VPN connections.
• Served as a Tier II/III escalation point for complex technical issues, resolving problems efficiently while minimizing downtime.
• Performed routine patching, monitoring, and security updates to keep systems compliant and protected.
• Worked with vendors and internal teams on infrastructure upgrades, cloud migrations, and new technology rollouts.
• Created and maintained documentation for systems, procedures, and asset tracking to support continuity and team knowledge.

System Administrator (Patching & Vulnerability Management)

• Executed vulnerability scans using Nessus and Qualys, assessed risk levels, and coordinated remediation activities with IT/security teams.
• Administered Windows server environments, including Active Directory, Group Policy, DNS, DHCP, and file services.
• Managed Microsoft 365 services such as Exchange Online, Teams, SharePoint, OneDrive, and user licensing.
• Supported identity and access management through Azure and Entra ID, including onboarding/offboarding, MFA, Conditional Access, and role-based access.
• Used Azure Bastion to securely access and manage Azure virtual machines without exposing RDP or SSH ports publicly.
• Performed AWS system configurations, including EC2 instance setup, security groups, IAM roles and policies, VPC networking, and basic monitoring.
• Planned, tested, and executed patch management for servers and endpoints, including operating system updates, security patches, and firmware upgrades.
• Coordinated patching schedules to minimize business impact and ensured systems remained compliant with security and operational standards.
• Monitored patch compliance, investigated failed updates, and remediated vulnerabilities as needed.

Help Desk Technician - DOE Contractor GDIT

Contracted IT support technician providing end-user support for hardware, software, and network issues in a government environment. Managed Active Directory tasks, ServiceNow ticket workflows, mobile device support, and remote troubleshooting while meeting SLA requirements.

• Responded to user support requests via phone, email, and chat for hardware, software, and network issues.
• Troubleshot desktops, laptops, mobile devices, printers, operating systems, and business applications.
• Managed AD account tasks including password resets, permissions, and account unlocks.
• Provided remote support for Department of Education end users.
• Managed ServiceNow tickets, escalations, and SLA compliance.
• Supported Android/iOS mobile devices using Microsoft Intune.

Tier 2 Help Desk Technician

Provide advanced technical support for Active Directory, Microsoft 365, Intune, and Windows systems. Served as an escalation point for complex issues in a high-volume enterprise environment while ensuring timely resolution and user satisfaction.

• Managed Active Directory user accounts, OUs, Group Policies, permissions, and workstation access.
• Troubleshot login failures, replication issues, and authentication problems.
• Configured and supported Intune MDM/MAM for end-user devices.
• Delivered technical support in a fast-paced 24/7 call center environment.
• Supported Windows 10, Cisco, O365, and common enterprise applications.

Cyber Security Analyst Associate

Cybersecurity Analyst supporting vulnerability management, system hardening, security audits, and change management initiatives. Assisted with securing Windows, Microsoft 365, Azure, and AWS environments while aligning controls with NIST, CIS, and ISO 27001 frameworks.

• Supported internal audits aligned with NIST, CIS, and ISO 27001 frameworks.

• Assisted with vulnerability management and patching, ensuring operating systems and applications were kept up to date, and security risks were addressed promptly.
• Reviewed and hardened system configurations across Windows servers, Microsoft 365, Azure, and AWS environments.
• Supported AWS security configurations, including IAM roles and policies, security groups, and network access controls.
• Used secure administrative access methods such as Azure Bastion to manage cloud resources while reducing exposure to public networks.
• Responded to security incidents by gathering evidence, documenting findings, and supporting remediation efforts.
• Participated in change management processes, reviewing, documenting, and implementing system and security changes in accordance with organizational policies.
• Submitted and managed change requests related to patching, security updates, configuration changes, and infrastructure upgrades.
• Coordinated change windows, rollback plans, and stakeholder communications to minimize downtime and operational risk