Destiny Hoffman
Franksville,WI
Summary
IT Support Technician with experience in Microsoft 365, Intune, and Azure AD administration. Proven ability to troubleshoot complex technical issues and optimize system performance. Recognized for delivering high-quality user support, and ensuring reliable operations across the organization.
Overview
5
5
years of professional experience
Work History
IT Support Technician
Woodland Gourmet
12.2021 - Current
- Azure AD Global Administrator: manage tenant-wide identity, security, licensing, and Microsoft 365 services for 200+ users.
- Administer Microsoft 365 (Exchange, Teams, SharePoint) and Intune for MDM and endpoint protection.
- Administered user accounts and permissions across various systems.
- Manage Windows Servers, Active Directory, RDS environments, and print servers (100+ printers); perform server maintenance and restarts during outages to minimize downtime.
- Troubleshoot network issues and VPN systems (SonicWALL, GlobalProtect).
- Provide Tier 1-2 support and remote assistance to end users.
- Build and maintain departmental call centers and call flows; manage phone portals and routing systems.
- Lead acquisition migration: transitioned company from Google Workspace to Microsoft 365, migrated files to SharePoint, validated email cutovers, and assisted with firewall setup.
- Conducted regular backups to ensure data integrity and availability.
- Collaborated with vendors for system upgrades and troubleshooting assistance.
- Procure and configure IT equipment, ensuring devices meet company standards and are ready for deployment.
- Document IT processes, maintain configurations, implement improvements, and respond to after-hours incidents as needed.
IT Analysis/Trainer
Randstad Technologies/HCSC
05.2021 - 12.2021
- Documented incidents and service requests in ServiceNow, improving tracking and resolution efficiency.
- Triaged and resolved technical issues, consistently meeting service level objectives and reducing repeat incidents.
- Escalated critical/high-priority incidents with thorough documentation, accelerating resolution of complex problems.
- Communicated outage and incident status to users and internal teams, minimizing downtime impact.
- Applied advanced troubleshooting and problem solving skills in a high volume technical support environment.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Associate of Applied Science - Information Technology
College of Lake County
Grayslake, IL05-2023
Skills
- Helpdesk operations
- Device configuration
- Remote Access
- Active Directory
- VPN troubleshooting
- Azure administration
- Microsoft 365 management
- IT procurement
- Adaptable
- Motivated, fast learner
Timeline
IT Support Technician
Woodland Gourmet
12.2021 - Current
IT Analysis/Trainer
Randstad Technologies/HCSC
05.2021 - 12.2021
Associate of Applied Science - Information Technology
College of Lake County