Christian Highfill
Jacksonville,Florida
Summary
Customer-focused IT Support Specialist with 4+ years of experience supporting Microsoft 365, Windows, Entra ID, Intune, Salesforce, Meraki and enterprise applications in MSP and legal-firm environments. Known for fast issue resolution, SLA compliance, strong documentation, and reliable end-user support.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Jimerson Birr P.A.
01.2025 - Current
- Managed and triaged high-volumes of ServiceNow and Jira queues of 80+ tickets weekly, maintaining SLA compliance while supporting attorneys, paralegals, and corporate staff in a fast-paced professional services environment.
- Owned full device lifecycle management including procurement, imaging, Autopilot enrollment, deployment, repairs, redeployments, and secure decommissioning of laptops and peripherals.
- Led onboarding and offboarding workflows including account provisioning, device assignment, license management, and security access revocation.
- Migrated legacy CPO-based device control into Intune configuration and compliance policy models.
- Built PowerShell automation for application deployments, watchdog services, scheduled tasks, and remediation scripts.
- Deployed Universal Print + Print Deploy hybrid architecture to replace legacy on-prem printing dependencies.
- Authored SOPs, training, and internal IT communications for modernization initiatives.
- Demonstrated strong problem solving skills as
MSP Engineer
Sissine’s Office Systems
06.2022 - 01.2025
- Configured hardware, devices, and software to set up work stations for employees.
- Administered Entra ID tenants, conditional access, MFA, security baselines, and identity governance.
- Led SharePoint Online migrations for 200+ user organizations.
- Built Azure virtual machines, virtual networks, and cloud resource groups.
- Provided Tier 1 & II troubleshooting across cloud identity, networking, VoIP, and on-prem integrations.
- Assisted with Onboarding and Offboarding users ensuring equipment was ready for seamless transitions.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified, and repaired software and hardware to resolve technical issues.
Education
Bachelor of Science - Telecommunications
University of Florida
Gainesville, FL05.2020
Skills
- ServiceNow
- Jira
- Microsoft 365
- Windows 10/11
- Entra ID
- VPN Troubleshooting
- Laptop Imaging & Deployment
- Intune
- Autopilot
- Hardware Lifecycle Management
- Service support
- Printers / VoIP
- Customer Service
- VMware
- User guidance
- Data recovery
- Customer service expert
- Antivirus software
- Technical troubleshooting
- VoIP systems
- System configuration
- Patch management
Accomplishments
- Built out Printer Chargeback solution by deploying & Configuring PaperCut NG cost-recovery + Salesforce billing automation, creating firm-wide chargeback workflows.
- Lead modernization of firm infrastructure toward cloud-native Entra ID + Intune management moving off of on-prem DC.
- Designed and deployed Windows Autopilot + Intune device lifecycle pipelines for remote onboarding.
Certification
- 3CX Basic Engineer Certification, 3cx, VoIP System, May 2023
- Microsoft Azure Fundamentals Certification, Microsoft, AD, July 2023
- Comptia Network+, Comptia, In Progress
- Microsoft Certified: Azure Administrator Associate, Microsoft, AD, In Progress
Timeline
IT Support Specialist
Jimerson Birr P.A.
01.2025 - Current
MSP Engineer
Sissine’s Office Systems
06.2022 - 01.2025
Bachelor of Science - Telecommunications
University of Florida