Professional experience
Operations depth, from frontline support to infrastructure.
A progression through enterprise support, infrastructure operations,
storage and recovery, and technical leadership.
- Hands-on support
- Direct troubleshooting and service delivery.
- Direct ownership
- Accountable for execution, documentation, or coordination.
- Exposure
- Works alongside the relevant specialist or team.
Responsibilities
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Microsoft 365 and endpoint operations across access,
compliance, deployment, and service health.
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Advanced incident ownership across identity, hardware,
applications, and connectivity.
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Server-room troubleshooting with remote infrastructure teams.
Selected impact
Documentation and automation standardize recurring work.
Operating environment
Microsoft 365 · Entra ID · Intune · Tanium · ServiceNow ·
Windows Server/VMs
Supporting responsibilities and evidence
Hands-on support: Microsoft 365, endpoint, and
server-room troubleshooting.
Direct ownership: incident records, knowledge
documentation, and recurring-work runbooks.
Exposure: coordination with remote infrastructure
teams and virtual-machine access.
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Administer and support Microsoft 365, Entra ID, Intune, Exchange
Online, Teams, SharePoint, and OneDrive across account access,
licensing, MFA/SSO, Conditional Access, enrollment, profile,
collaboration, and service-health issues.
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Manage endpoint health, compliance, deployment, encryption, and
patch readiness through Intune and Tanium; support Windows 11
migration, BitLocker, authentication, device policy,
performance, and connectivity.
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Trace and test physical connections, isolate port and cabling
failures, coordinate with remote infrastructure teams, access
server-room Windows Server and virtual machines, and validate
DNS and DHCP services.
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Support onboarding and offboarding, device provisioning, access
controls, Software Store access, asset assignment and recovery,
refresh activity, and lifecycle records.
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Own advanced incidents across Windows, macOS, Microsoft 365,
identity, hardware, business applications, printers, and network
connectivity; coordinate with global teams and vendors while
keeping users and stakeholders informed.
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Create KBs, SOPs, runbooks, and clear incident records; use
Python, PowerShell, Bash/Linux, SQL, APIs/JSON, Git/GitHub, and
AI-assisted tooling to accelerate diagnostics, strengthen
documentation, and standardize recurring work.
Extended environment: Exchange Online · Teams · SharePoint ·
OneDrive · Windows 11 · DNS/DHCP · BitLocker
Responsibilities
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High-volume ServiceNow triage and complex conversion cases.
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Retail infrastructure escalation and cross-team coordination.
Selected impact
Protected store operations during conversion waves.
Operating environment
ServiceNow · Store servers · Retail cloud · Site cutovers
Supporting responsibilities and evidence
Hands-on support: ServiceNow triage and retail
infrastructure escalations.
Direct ownership: complex project cases, precise
records, and cross-team handoffs.
Exposure: vendors, field teams, and internal
support groups through conversion coordination.
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Triaged 100+ ServiceNow cases daily and managed 30–50 complex
project cases weekly during large-scale Speedway-to-7-Eleven
technology conversions.
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Resolved and coordinated escalations across store servers, fuel
and retail cloud systems, diesel fuel systems, endpoints,
application access, connectivity, and site cutovers.
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Maintained precise case records and cross-team handoffs across
vendors, field teams, and internal support groups.
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Protected store operations during conversion waves through
precise case records, escalation coordination, and cross-team
handoffs.
Extended environment: Diesel fuel systems · Endpoints ·
Application access · Connectivity
Responsibilities
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Advanced storage, recovery, identity, and endpoint cases.
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SOPs, KBs, Tier I mentoring, and engineering escalations.
Selected impact
Helped improve support KPIs by approximately 20%.
Operating environment
Storage · RAID/SoftRAID · Microsoft 365 · macOS/Windows
Supporting responsibilities and evidence
Hands-on support: advanced storage, recovery,
Microsoft 365, macOS, Windows, identity, networking, and
endpoint-performance cases.
Direct ownership: SOPs, KBs, and Tier I
mentoring. Exposure:
engineering escalation partnership.
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Resolved 50–70 advanced cases weekly across storage,
RAID/SoftRAID, backup and recovery, Microsoft 365,
macOS/Windows, identity, networking, and endpoint performance.
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Authored SOPs and KBs, mentored Tier I technicians, and
partnered with engineering on escalations.
Extended environment: Backup and recovery · Identity · Networking
· Endpoint performance
Responsibilities
- Led and coached 20+ Tier II Advisors.
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Owned complex escalations, quality, and KPI performance.
Selected impact
Increased productivity by approximately 20% through coaching.
Operating environment
Tier II leadership · macOS/iOS · Identity · Security ·
Networking
Supporting responsibilities and evidence
Hands-on support: complex macOS/iOS, identity,
account-access, security, networking, and backup escalations.
Direct ownership: Tier II Advisor leadership,
coaching, quality, KPI performance, and escalation consistency.
Exposure: enterprise device-management workflows.
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Led and coached 20+ Tier II Advisors through quality reviews,
workflow coaching, and technical mentorship.
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Owned complex escalations across macOS/iOS, identity and account
access, security, networking, backups, and enterprise
device-management workflows.
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Managed quality and KPI performance while strengthening
documentation, escalation consistency, and advisor capabilities
in a high-volume remote environment.
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Managed 20+ Tier II Technical Support Advisors and increased
productivity by approximately 20% through effective coaching.
Extended environment: Account access · Backups · Enterprise
device-management workflows · Quality and KPI performance
