About
Aspiring Azure Cloud Support Engineer | IT Operations & DevOps Specialist | Microsoft Certified: Security & Mobility
Versatile Information Technology professional with a proven track record in Helpdesk Coordination, Network Operations (NOC), and Federal IT environments. Dedicated to securing and optimizing the modern digital workspace, I bring extensive experience supporting enterprise-scale environments (IRS/Epsilon), bridging the gap between complex infrastructure and seamless end-user productivity.
Currently transitioning into Azure Cloud Support with a focus on DevOps methodologies, Infrastructure as Code (IaC), and automated workflows. I leverage a "Security-First" mindset—rooted in MTA Security Fundamentals—to manage the complexities of a mobile-first, cloud-first world. My focus is on deploying scalable Microsoft 365 and Azure Intune solutions that harden organizational posture without hindering the mission.
Core Technical Competencies:
Modern Endpoint Management: Expert in Microsoft 365, Intune/MECM, and Azure AD (Entra ID) for secure device lifecycle management.
Security & Defense: Proactive threat mitigation (MITM, malware) and network hardening via VPN, Wireless Security, and NAP.
Automation & Efficiency: Utilizing PowerShell to automate deployment tasks and optimize system performance.
Infrastructure Support: Deep experience in hardware deployment, custom builds, and physical site support for government and enterprise clients.
Work
Epsilon Inc. American Systems Corporation (IRS)
|Senior Desktop Support Engineer / User Support Specialist
Phoenix, AZ, US
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Summary
Led Tier 2-3 technical support operations for critical government field offices, ensuring high system availability and secure IT infrastructure for IRS personnel.
Highlights
Provided Tier 2–3 hardware and software support across multiple government field offices, minimizing downtime by 98% for critical IRS operations.
Managed the full asset lifecycle for over 500+ devices, encompassing hardware deployment, inventory tracking, and secure decommissioning processes.
Resolved complex VPN and connectivity issues for 100+ users monthly, enhancing network reliability and administering BitLocker and Intune for robust device security.
Collaborated cross-functionally with ITS, Security, and Vendor teams to resolve 95% of escalated tickets and high-priority incidents within strict SLAs.
Automated key administrative tasks using PowerShell scripting, improving service delivery speed by 15% and reducing manual effort for routine operations.
Apidel Technologies Inc.
|IT Support Specialist / Help Desk Coordinator
Phoenix, AZ, US
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Summary
Delivered critical Tier 1-2 technical support to law enforcement personnel, ensuring seamless IT operations across multiple on-site locations.
Highlights
Delivered Tier 1-2 technical support to over 200 law enforcement personnel across multiple on-site locations, maintaining 99% system uptime.
Led the migration of 500+ users to mobile authentication, coordinating hands-on training and clear communication to ensure a smooth transition.
Identified and resolved 85% of software issues involving identity management within Active Directory and Azure AD, ensuring secure user access.
Traveled to 10+ various sites to provide direct technical intervention and hardware troubleshooting, reducing resolution times by 20%.
Randstad Technologies (CVS Health)
|Help Desk Support Specialist (Tier 1)
Scottsdale, AZ, US
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Summary
Managed high-volume ticket queues and administered user access controls across diverse enterprise systems for a major healthcare client.
Highlights
Triaged high-volume ticket queues, prioritizing over 100 urgent requests daily to ensure continuous secure system access for critical healthcare operations.
Administered user access control across enterprise systems including IBM AS/400, Oracle, Active Directory, LDAP, Citrix, and Unix/Linux platforms.
Leveraged Bash scripting for system operations, improving efficiency in user account management and access provisioning.
Provided comprehensive support to remote users, effectively resolving VPN, account lockout, and multi-factor authentication issues with a 90% first-call resolution rate.
Coforge & Artech (Google/Tufts)
|Service Desk Analyst (Tier 2)
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Summary
Diagnosed and resolved complex hardware, software, and network issues for university and corporate users, enhancing overall system reliability.
Highlights
Diagnosed and resolved complex hardware, software, and network connectivity issues for 50+ university and corporate users weekly, reducing ticket backlog by 25%.
Maintained detailed technical documentation, improving knowledge sharing and decreasing future resolution times by 15% for common issues.
Education
MyComputerCareer
Associate of Applied Science (AAS)
IT Administration and Security
Languages
English
Certificates
Security Fundamentals
Issued By
Microsoft Technology Associate (MTA)
Mobility and Device Fundamentals
Issued By
Microsoft Technology Associate (MTA)
Skills
Infrastructure & Identity Management
Active Directory, Azure AD (Entra ID), Intune, Microsoft 365, DNS/DHCP, Identity Management (Password Resets, OU Management, Group Policy), IBM AS/400, Oracle, LDAP, Citrix, Unix/Linux Platforms.
Security & Compliance
BitLocker Administration, VPN Client Troubleshooting, RSA/Multi-Factor Authentication (MFA), Data Integrity, Government Compliance (IRS/Law Enforcement).
Communication & Collaboration
Inter-agency Collaboration, Customer Service Excellence, Vendor Liaison, Cross-functional Teamwork, User Training.
Operational Support
Inventory Management, Asset Lifecycle Management, Technical Documentation, Help Desk Ticket Prioritization (ServiceNow) (kisam ticketing system)( ivanti ticketing system), Service Delivery, Bash Scripting, PowerShell Automation.
Network fundamentals
Network Types: PAN (Personal Area Network), LAN (Local Area Network), MAN (Metropolitan Area Network), and WAN (Wide Area Network), Network Models: The OSI model (7 layers) helps understand how data moves from physical cables to software applications, Firewalls: Protect networks by filtering traffic and enforcing security rules., Switches: Connect devices within a single network.
Cloud Security: Knowledge of Cloud Security Posture Management (CSPM) across Azure
System Administration: Experience within
Windows 10/11,, Linux/Unix command-line operation, IBM Mainframe/AS/400 account management, Citrix Receiver.
Cloud Security: Knowledge of Cloud Security Posture Management (CSPM)
across Azure, across AWS, and Google Cloud Platform.
Automation: Utilizing
microsoft command prompt automation task, PowerShell to automate deployment tasks and optimize system performance..
Modern Endpoint Management: Expert in
Microsoft 365 Admin Center, Microsoft Intune/MECM,, Azure AD (Entra ID) for managing secure device lifecycles..
Security & Defense
Specialized in proactive threat mitigation (malware, MITM), network hardening through VPN, Wireless Security, and NAP, IT-physical security:, IT disaster recovery (ITDR)from physical hazards like theft, vandalism, sabotage, and natural disasters, :the protection of personnel, hardware, software, networks, and data, Public Key Infrastucture (PKI) And Certificates.
Remote Support Tools
Microsoft Remote Desktop, teamviewer, beyondtrust remote support, microsoft team remote desktop, remote shadowing batch (.bat) script|Batch to prompt for RDP shadowing session.
Strategic IT Management
Networking Foundations: Wide Area Networks (WANs) (2016), Introduction to Identity and Access Management, Microsoft Security Copilot, Cybersecurity Awareness: Cloud Security, Cybersecurity Foundations, Web Security: User Authentication and Access Control, Cisco Networking Foundations: Fundamentals of Cisco Networking, Leading Security Teams for GenAI Solutions: Enhancing Security Posture.
Technical support
Hardware Support (Laptops/Desktops/Printers), Software Deployment, Windows OS, BitLocker, VPN, Remote Support Tools, Multi-OS (Linux, macOS), VoIP (Cisco, Microsoft Teams Phone), Tier 1-3 Support: Resolving complex hardware, software, and application issues to minimize service interruptions..
Identity Management: Proficient in:
Active Directory, azure active directory user account Group Policy, LDAP, RSA SecurID for secure access, access and account recovery..