Service Desk Engineer - KJ Technology
(2025-07)
Full-Time at MSP
- Engineered Azure AD migration for 250+ users, integrating devices into cloud environments and leveraging Profwiz to automate data and profile transfers to new laptops, ensuring 100% data integrity and zero downtime.
- Developed and enforced conditional access policies within Microsoft Entra ID to restrict unauthorized sign-in attempts by geo-location, significantly reducing false-positive security alerts and client support tickets.
- Conduct regular on-site client visits to perform comprehensive IT health checks, including printer and peripheral setup, access point diagnostics, Windows update verification, firewall/router status checks, and workstation performance tuning.
- Collaborate with third-party security vendors to analyze threat intelligence, investigate security alerts, and implement timely remediation measures across client environments.
- Perform encryption and decryption of endpoint drives using BitLocker, ensuring compliance with client data protection and security policies.
- Manage Microsoft 365 Exchange and Entra ID environments by creating, modifying, and decommissioning user accounts and distribution list memberships to streamline organizational communication.
- Provision and deploy Windows 11 machines through imaging, PXE boot, and Out-of-Box Experience (OOBE), customizing device configurations to align with client-specific requirements and industry best practices.
- Restored critical business operations for a client by rebuilding and reconfiguring a disconnected HPE server, coordinating with a third-party vendor to successfully reintegrate the system into the Auvik collector and ensure full network visibility and monitoring.
IT Systems Support Analyst - MD Anderson Cancer Center
(2025-01 - 2025-06)
Contract: InGenesis
- Led enterprise-wide migration of 11,000+ workstations to IGEL OS, partnering with help desk and systems admin teams to achieve zero business disruption during deployment, ensuring 24/7 uptime for critical healthcare systems serving 12,000+ daily users.
- Report application outages and collaborate with response teams to restore functionality.
- Identified and resolved a recurring EPIC cache corruption issue causing 300+ weekly clinician login failures, using PowerShell scripts to automate cache resets.
- Redesign and manage VMware environments for 200+ servers hosting critical patient care applications, achieving 99.99% uptime and reducing downtime incidents by 40% through automated disaster recovery workflows.
Customer Support Engineer/Junior Security Analyst - Salunda
(2024-02 - 2024-10)
Full-Time
- Analyzed 500+ access related tickets to identify recurring patterns in user permissions, leading to redesign of the onboarding/offboarding workflow, which reduced access related escalations to 40%.
- Investigated a 30% spike in Outlook connectivity issues, tracing them to an outdated group policy configuration, and collaborated with the security team to update policies, cutting repeat incidents by 70%.
- Built an Intune/Azure AD workflow for BYOD users, enforcing Defender threat detection and app protection policies on personal devices.
- Configured Defender to auto-isolate devices where users clicked phishing links, triggering Azure AD risk-based password resets, neutralizing 25+ phishing-driven compromise attempts and reducing user re-infection rates by 80%.
- Managed and optimized Cisco Secure & Fortinet firewalls for offshore clients by analyzing recurring security threats and firewall misconfigurations, implementing refined rule sets that reduced security incidents by 30% and increased Salunda software uptime by 25%.
- Enhanced security posture by identifying patterns in phishing-related support tickets, leading a collaboration with the security team to implement an email filtering rule that reduced phishing attempts by 40%.
