Fawn Drapeau

IT Professional with 10+ years of experience supporting users, systems, and network environments across multiple organizations. Proven ability to deliver Tier 1 and Tier 2 support in fast-paced, ticket-driven environments while maintaining strong security, documentation, and user communication standards. Experienced in troubleshooting endpoints, managing access controls, and supporting remote users across distributed environments.

Systems Technician II - IT Operations at Grand Falls Elite Casino Resorts (2023-01 – 2025-01)

Supported daily IT operations for servers, workstations, and networked equipment across the organization.

• Supported hybrid Microsoft environments including Windows, Microsoft 365, mobile endpoints, identity access, and cloud-connected services while troubleshooting hardware, software, and network issues.
• Supported onboarding and offboarding processes including account provisioning, access management, device setup, and permissions administration.
• Managed user accounts, permissions, MFA, and access controls in Active Directory and Microsoft 365.
• Resolved VPN, DNS, and remote connectivity issues for distributed users to maintain reliable access.
• Supported endpoint security, patch management, and compliance monitoring to maintain secure and reliable system operations.
• Used monitoring tools to respond to alerts, maintain system performance, and coordinate with vendors on issue resolution.
• Maintained documentation and knowledge base resources to standardize fixes, reduce repeat incidents, and support team efficiency.

Computer System Engineer at Kota Technologies (2023-01 – 2023-12)

Provided IT support and systems administration for multiple client environments.

• Supported Windows servers and Active Directory environments.
• Used Datto RMM to monitor systems and respond to alerts.
• Supported Microsoft 365 and user account management.
• Troubleshot network and wireless connectivity issues.
• Installed and configured workstations and equipment.
• Documented resolutions and maintained knowledge base to improve ticket efficiency.

System Engineer/Administrator at Electronic Systems Inc (2018-01 – 2022-12)

Managed IT systems and infrastructure for the organization.

• Supported servers, workstations, and network equipment.
• Upgraded wireless and network infrastructure.
• Installed and maintained business software and systems.
• Managed inventory and tracked IT equipment.
• Created documentation for procedures and system changes.
• Worked with vendors to resolve technical issues.

Associate of Applied Science in Network Administrator, Server Administrator, and Computer Support Specialist – Mitchell Technical Institute