Dron Patel

IT Support Specialist with 4+ years spanning help desk, endpoint management, and hands-on infrastructure and security operations. Deployed JAMF Pro and Okta SSO organization-wide and played a key role in recovering Active Directory, VMware, and backup systems during a ransomware incident. Skilled across Windows, macOS, and Linux; Microsoft 365 and Azure AD; MDM (JAMF, Intune); and network troubleshooting (SonicWall, RADIUS/NPS, VLANs).

IT Support Specialist at ERP Buddies Inc. (2023-01 – 2026-01)

• Deployed and configured JAMF Pro, JAMF Radar, and Okta SSO organization-wide from scratch, standardizing device management and authentication across 200 endpoints.
• Owned the full service-ticket lifecycle — logging, triage, resolution, and follow-up — in NetSuite, resolving 15-20 tickets/week and maintaining first-contact resolution.
• Built and ran the IT onboarding process for new hires (imaging, software loading, permissions, and hardware configuration), cutting average setup time.
• Administered Microsoft 365, Azure AD, and Exchange plus SaaS tools (Google Workspace, Zoom, Slack, 1Password), managing accounts, MFA, and role-based access for 200 users.
• Collaborated with JAMF to automate and deploy policies to remote advisor machines, reducing manual configuration on 200 distributed endpoints.
• Provided on-call and after-hours support for remote sites, responding to outages and critical incidents under a documented end-to-end incident-management process.
• Supported macOS, Windows, and Linux (Ubuntu, Red Hat, Kali) environments and VMware / Hyper-V virtualization, including patching, backups, and endpoint security.

IT / Infrastructure & Security Support at ZoomerMedia (2026-01 – 2026-02)

• Supported critical infrastructure recovery during a ransomware incident — service restoration, backup validation, and post-incident recovery — helping restore operations.
• Rebuilt Active Directory from scratch: deployed Windows Server 2019, promoted domain controllers, configured DNS, joined domains, and migrated servers/systems from the legacy domain.
• Recovered business data from tape backups using Veritas Backup Exec — catalog review, backup-set validation, storage configuration, inventory scans, and restore troubleshooting.
• Recovered VMware ESXi hosts, including rebuild preparation, boot-media troubleshooting, iLO access verification, and coordination of virtualization recovery steps.
• Configured and troubleshot RADIUS/NPS authentication with Duo Authentication Proxy, diagnosing failures through log and error-code analysis, packet-flow review, and firewall validation.
• Segmented ATM network infrastructure on SonicWall (interfaces, VLANs, DHCP scopes) and deployed a dedicated TP-Link switch to fully isolate the segment for security and compliance.
• Hardened printer and endpoint security (Konica Minolta): disabled unnecessary protocols, enforced administrator access controls, and documented business risk of insecure configurations.
• Authored technical documentation for firewall changes, VLAN implementation, printer hardening, and backup-recovery and remediation procedures, and reported progress and blockers to stakeholders.

Postgraduate Certificate in Cyber Security – Loyalist College (2021-01 – 2023-01)