Naja Palmer

Enterprise infrastructure and systems professional with 12+ years of experience supporting mission-critical IT environments across utilities, healthcare, and distributed operations. Expertise in Windows Server, Microsoft 365, Entra ID / Active Directory, endpoint management, network connectivity, incident escalation, and hybrid infrastructure support. Known for resolving complex access and availability issues, coordinating cross-functional remediation, and maintaining secure, reliable services for large user populations.

Hands-on experience with Intune, SCCM, VMware Horizon / Citrix, VPN, Group Policy, and PowerShell.

Systems Administrator / Infrastructure Engineer - Dominion Energy / Enbridge - Canton, OH

(2022-04)

• Successfully supported enterprise hybrid and on-premises infrastructure serving 500+ users, ensuring high availability, secure access, and continuity of critical business operations.
• Served as a trusted escalation resource for complex Microsoft 365, Active Directory, and Entra ID issues, successfully resolving identity, authentication, MFA, and access-related incidents.
• Support Windows endpoint deployment and lifecycle operations, including device imaging, Intune / SCCM administration, patching, configuration, security baselines, and BitLocker-related troubleshooting.
• Successfully diagnosed and resolved complex VPN, GlobalProtect, LAN/WAN, DNS, DHCP, and network connectivity issues, restoring secure access for onsite and remote users.
• Restored building-wide virtual desktop access by isolating an incorrectly configured VPN / VDI gateway region and correcting routing to the appropriate US East environment.
• Recognized as an escalation point for advanced technical incidents, consistently resolving issues beyond Help Desk support involving VMware Horizon, Citrix, GlobalProtect, applications, endpoints, and mobile devices.
• Document incidents, technical fixes, and support activities in ServiceNow; communicate outage status and remediation steps to stakeholders.

Systems Engineer - Provide A Ride - Warrensville Heights, OH

(2021-01 - 2022-01)

• Supported systems, endpoint, and identity operations across multiple locations, resolving Level 2/3 Windows, Microsoft 365, access, and infrastructure issues.
• Assisted with Microsoft Intune deployments, device configuration, and endpoint standardization to improve consistency across managed workstations.
• Used PowerShell and Microsoft 365 administrative tools to streamline recurring user onboarding and account-support tasks.
• Collaborated with technical teams to troubleshoot production issues and document resolutions for operational continuity.

Enterprise Systems & Infrastructure Support - FirstEnergy Corp - Akron, OH

(2019-02 - 2021-08)

• Successfully resolved complex workstation, software, application, and connectivity issues for more than 1,000 users, frequently handling escalated incidents requiring advanced troubleshooting expertise.
• Performed root cause analysis and resolved high-impact access, configuration, Microsoft Outlook, and systems issues, restoring business-critical services and improving end-user productivity.
• Maintained troubleshooting records and operational documentation to support consistent service delivery.

Senior Technical Support Representative - CVS Health - Remote

(2016-09 - 2019-11)

• Provided remote technical support in a regulated healthcare setting, resolving endpoint, application, account-access, and operational incidents.
• Applied security, compliance, and documentation procedures while coordinating issue resolution and user communication.

Associate of Technical Studies - Information Technology - Stark State College

Bachelor of Science (In Progress) - Computer Software Technology - University of Arizona Global Campus