Jeremiah Williams

Results-driven Systems Administrator with 10+ years of progressive IT experience across service desk, enterprise technical support, and systems administration. Proven expertise in Microsoft 365, Azure, Intune endpoint management, identity and access management, and infrastructure monitoring. Adept at supporting secure, high-availability environments while streamlining operations and driving process improvements.

Strong communicator and cross-functional collaborator with a track record of reducing downtime and enabling business continuity.

Desktop Technician - Aperia - Dallas, TX

(2024-07 - 2026-01)

• Administered Microsoft 365 and Exchange environments, managing account provisioning, mailbox configuration, license assignments, and tenant-level policies for enterprise users.
• Led endpoint lifecycle management via Azure Intune, encompassing device enrollment, compliance policy enforcement, conditional access configuration, and application deployment across Windows and mobile platforms.
• Delivered Tier 1–2 technical support via Zendesk, consistently meeting SLA targets while resolving Windows OS, Microsoft 365, network access, and authentication issues for end users.
• Monitored system health, performance, and availability using SolarWinds, Orion, and New Relic; triaged and escalated critical alerts to prevent service disruption.
• Leveraged ScreenConnect for remote diagnostics and resolution, improving response efficiency and minimizing end-user downtime.
• Supported CI/CD and development environments using Azure DevOps and Microsoft Dev Box, bridging systems administration with modern DevOps practices.

Senior Technical Support Analyst - DXC Technology – Raytheon Missiles and Defense - Plano, TX

(2017-05 - 2024-08)

• Provided Tier 2–3 technical support for a classified defense environment, resolving complex issues involving Active Directory, VPNs, Office 365, Outlook, and enterprise hardware and software.
• Administered identity and access management (IAM) solutions including DUO, RSA Token, SDO Octopus, and LDAP, enforcing MFA and least-privilege access controls.
• Managed and supported Mobile Device Management (MDM) platforms including MobileIron, Ivanti GO, Ivanti VPN Tunnel, and Secret Double Octopus, ensuring device compliance and secure connectivity.
• Utilized ServiceNow to document incidents, changes, and resolutions in alignment with ITIL frameworks; contributed to the knowledge base to reduce recurring ticket volume.
• Enforced endpoint security policies, device encryption, and authentication controls to maintain regulatory compliance in a defense contractor environment.
• Supported enterprise platforms including Azure, SQL Server, Oracle, SAP Sybase ASE, Citrix, and Linux/Unix environments across multi-tier infrastructure.

Cable Box Technician / QA Programmer - CTDI - Flower Mound, TX

(2016-10 - 2017-04)

• Diagnosed and resolved hardware and software defects in Cisco cable boxes and routers, performing component-level repairs to restore functionality.
• Executed quality assurance testing protocols, ensuring refurbished devices met industry performance and reliability standards.

Technical Support Associate - Netflix - Frisco, TX

(2015-01 - 2016-09)

• Delivered customer-facing technical support via live chat, resolving account, billing, and streaming issues with a high degree of accuracy and satisfaction.
• Escalated complex technical issues to Tier 2 teams while maintaining positive customer experiences and detailed incident documentation.

Service Desk Technician (Contract) - Microsoft – Xbox Live - Las Colinas, TX

(2014-03 - 2014-05)

• Diagnosed and resolved technical issues related to Xbox consoles, accessories, and Xbox Live online services across phone, chat, and email channels.
• Documented all incidents and resolutions in the support ticketing system, contributing to knowledge base articles and first-call resolution improvements.

A.S. - IT Security & Administration (ITSA) - My Computer Career College

A.A.S. - Culinary Arts - Remington College

High School Diploma - Newman Smith High School