Redesigned the Azure ingress architecture for hosted APIs, web applications, and public documents, simplifying the traffic path and reducing subscription costs by 35%. Engineered the Bicep templates and GitHub Actions CI/CD pipeline that deploy it, with automated validation on pull requests, an approval gate, and production deployment on merge to main. Manage and support production applications running in Docker containers. Designed and deployed Microsoft Intune from the ground up for 150 devices, covering configuration, application deployment, Windows Update, security, and compliance policies. Automate onboarding and offboarding with Python, Bash, and PowerShell, and server patching with Ansible playbooks. Currently defining the organization's first formal release strategy for device updates and policy changes.

Senior technical escalation point for 60+ client environments (25–150 employees each), specializing in Azure and Microsoft 365. Diagnosed and resolved Azure VPN gateway, NAT gateway, and virtual machine issues, restoring connectivity and availability for client workloads. Deployed and maintained hybrid environments, securing identity, access, and endpoints across Microsoft 365, Entra ID, and Azure. Triaged and resolved tickets in Autotask and ConnectWise with accurate documentation and consistent SLA compliance.

Led a team of 5 technicians supporting 30+ business clients across Active Directory, Microsoft 365, Exchange, and network infrastructure (Ubiquiti, Fortinet, MikroTik, Cisco). Built tools, chatbots, backend services, and REST API integrations in Python and JavaScript to simplify the team's support work and remove repetitive tasks. Monitored and troubleshot network operations across 120+ locations, resolving critical router, switch, and access point issues.

Built automation workflows with Power Automate, Power BI, and MySQL, speeding up data exports and improving reporting accuracy. Managed Windows systems through imaging and policy-based configuration, and applied MySQL to optimize data-driven processes.

Handled 40+ inbound calls per day across billing, account, and technical support requests. Provided Level 1 technical support for connectivity, hardware, and software issues while maintaining a high first-call resolution rate, and consistently met or exceeded performance targets.

Resolved 50+ technical support and troubleshooting calls per day for AT&T, including number porting and ICCID updates. Ranked in the top 5 of 100+ agents on customer satisfaction, sales, and revenue.

Relevant coursework: Computer Operations and Troubleshooting, Network and Security, Virtual Infrastructure, Cloud Infrastructure Administration.