Ginny Glass

Certified IT professional with a B.S. in Information Communications Technology and certifications including CompTIA Security+, A+, Tech+, and Microsoft Azure Fundamentals (AZ-900).

Experience providing technical support, administering Microsoft 365 and Entra ID (Azure AD), troubleshooting Windows and macOS systems, managing identity and access, and developing technical documentation. Skilled at resolving hardware, software, networking, and authentication issues while communicating effectively with both technical and non-technical users. Trained more than 75 adult learners in IT and cloud technologies, combining hands-on technical expertise with the ability to explain complex concepts clearly.

Currently hold the Microsoft 365 Certified: Administrator Expert (MS-102), with Microsoft Identity and Access Administrator (SC-300) and ITIL Foundation (Version 5) in progress. Quick to learn new platforms, enjoy fast paced environments, and committed to accuracy, security, and clear communication.

Technology Instructor & IT Support at AMPED (2025-02 – Present)

• Provide front-line technical support for Windows, macOS, Microsoft 365, networking, authentication, printers, and user account issues while administering Microsoft 365 and Entra ID user accounts, permissions, and security groups.
• Troubleshoot hardware, software, networking, printer, and authentication issues across Windows and macOS environments by identifying root causes and documenting resolutions.
• Create and maintain SOPs, technical documentation, and user guides that standardize processes, improve knowledge sharing, and support consistent issue resolution.
• Train students in industry standards for reviewing and processing access and permission changes in alignment with least-privilege principles; documenting procedures to support compliance and security best practices.
• Monitor program performance and prepare operational reports using enrollment, certification, and assessment data to support planning and continuous improvement.
• Coordinate with equipment and software vendors during active issues, managing escalations and communicating status clearly.
• Trained and certified 75+ adult learners across CompTIA, Microsoft 365, and Azure, covering help desk operations, networking fundamentals, endpoint security, and cloud administration, driving a 3x increase in certification attainment.

Junior Analyst, IT/CRM at Coastal Cloud (2024-01 – 2024-04)

• Built a Salesforce CRM system and supported implementation activities by documenting requirements, validating system functionality, testing workflows, and assisting with user acceptance activities.
• Authored SQL-based data queries, reports, and dashboards to support organizational analysis and decision-making.
• Managed project tasks within Agile sprint cycles, tracked work progression, and coordinated deliverables across technical and business teams.
• Participated in client-facing calls and vendor integration meetings, translating technical detail for non-technical stakeholders.

Program and Admin Coordinator & Technology Consultant at BOX2BOX Non-Profit (2022-09 – 2024-10)

• Served as the organization's sole internal technology resource, independently managing sensitive PII records, systems, and day-to-day technology operations.
• Designed and implemented a new digital record-keeping system that improved data accuracy, streamlined data entry, and supported privacy and compliance requirements for sensitive personal information.
• Advised organizational leadership on technology integrations and system improvements, translating technical recommendations into clear, actionable guidance for non-technical stakeholders.
• Identified recurring data and process errors and implemented practical corrections and workflow improvements that reduced administrative errors organization-wide.

Contracted Cadet / Flight Commander at United States Air Force (ROTC) (2020-08 – 2022-03)

• Operated within a highly structured, accountability-driven environment requiring precise documentation, procedural compliance, and reliable independent execution.
• Led a cadet flight team and served as Director of Operations for the Arnold Air Society detachment, coordinating inter-organizational communications and logistics.
• Recipient of the Lt. Gen. George Muellner Award for exemplary service and operations leadership.

Receptionist & Intern Supervisor at WK&T Telecommunications (2019-02 – 2019-08)

• Served as the primary point of contact for customer inquiries, resolving technical and account issues via phone and in person while managing a concurrent open queue.
• Modernized internal record-keeping systems and databases, improving data accuracy and establishing documentation practices.
• Supervised interns and call center operations, managing multiple priorities independently.

Bachelor of Science in Information Communications Technology, Technology Management Track – University of Kentucky