Open To Work
Gregg M. McClay
Middleboro,MA
Work Preference
Summary
Experienced IT professional with over a decade in technical support, system engineering, and analytics. Expertise in managing cloud-based and hybrid identity frameworks (Entra ID, Okta, Active Directory) to enhance secure provisioning and risk mitigation. Develops code-based solutions (PowerShell, Python) for automating compliance tasks and optimizing workflows. Manages cross-functional projects and provides comprehensive documentation within regulated compliance frameworks.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Field Support Technician
Compass International Holdings
11.2025 - 06.2026
- Provided primary technical escalation and access troubleshooting for over 25 regional business locations and a national tier-2 support queue.
- Monitored and secured distributed endpoints using Ivanti remote management tools, designing automated workflows to alert on and remediate compliance anomalies.
- Administered user identities and access policies daily in Okta, Entra ID, Azure, Microsoft 365 Admin consoles, ensuring secure application assignments.
- Utilized ServiceNow for incident tracking, adhering to internal access controls and service-level targets to enhance incident resolution.
Senior IT Analyst
Revecore
05.2025 - 09.2025
- Acted as the Tier III escalation authority for over 1,700 users, troubleshooting complex identity, access, and system-level anomalies across hybrid AD and Azure environments.
- Engineered custom PowerShell and batch scripts within ConnectWise Automate to streamline user onboarding and offboarding access workflows, enhancing process efficiency.
- Designed, tested, and maintained baseline enterprise Windows 11 system images configured to meet rigid HIPAA-compliant access governance and data protection frameworks.
- Authored automated interactive scripting jobs to address system-level configuration vulnerabilities, ensuring operational visibility and compliance.
IT Support Analyst II
Majors Management
Franklin, TN
05.2023 - 05.2025
- Administered user provisioning, directory sync operations, and access governance policies using Entra ID and hybrid Active Directory structures to enhance security and compliance.
- Led a comprehensive, cross-platform migration project transitioning over 300 users from Microsoft 365 to Google Workspace, ensuring data integrity and seamless access continuity.
- Utilized N-Central automation architectures to discover and enroll remote endpoints, generating custom reports that identified security patches and access vulnerabilities, supporting timely remediation efforts.
- Parsed configuration and compliance data using custom Python scripts to establish clear project benchmarks and address underlying system limitation vectors.
IT Analyst
Tractor Supply Company
Brentwood, TN
11.2021 - 04.2023
- Monitored and triaged access and performance metrics for critical Linux servers and point-of-sale (POS) systems using BMC TrueSight tools across 2,200+ retail storefronts.
- Managed complex incident tickets and maintained rigorous technical documentation for infrastructure changes using ServiceNow and Jira.
- Automated server-side scripts to streamline repetitive maintenance and compliance tasks, ensuring adherence to strict operational timelines.
IT Specialist
Department of VA Medical Center
Mountain Home, TN
05.2021 - 10.2021
- Delivered high-touch Tier II systems support by executing hardware rollouts and configuring secure remote workspaces, ensuring adherence to regulatory compliance.
- Managed Active Directory updates while conducting configuration data entry in ServiceNow and Vista databases, maintaining precise asset governance.
- Managed IT support for medical staff and patients at VA Medical Center.
- Resolved hardware and software issues for multiple departments, facilitating uninterrupted operations.
- Implemented system upgrades to enhance operational efficiency and security.
Support Technician II
CIGNA
Kingsport, TN
09.2020 - 02.2021
- Resolved complex disruptions in authentication, VPN access, and secure VoIP tunneling infrastructure.
- Configured secure remote workspaces and troubleshot advanced remote connectivity for Home Optimization Group during large-scale workforce deployment.
- Diagnosed software and hardware issues for efficient resolution.
- Provided technical support to clients via phone and email communications.
- Collaborated with team members to address complex technical problems.
Service Analyst III
WEX
South Portland, ME
06.2018 - 03.2019
- Maintained account configurations and performed electronic access analysis to support fleet financial ecosystems, facilitating regular account upkeep for business portfolios.
- Analyzed customer service inquiries to identify trends and recommend improvements.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Developed training materials for new team members on service protocols.
iOS Advisor
Apple
12.2017 - 05.2018
- Delivered remote support for software issues on iOS and Mac OS devices in AppleCare, enhancing user experience and satisfaction.
- Provided expert advice on product features and services to enhance customer experience.
- Collaborated with cross-functional teams to develop customer engagement strategies.
- Conducted training sessions for new team members on company policies and procedures.
Help Desk Analyst
Papa Gino & D'Angelo Restaurants
01.2016 - 07.2017
- Executed remote and onsite triage for technical issues, ensuring rapid resolution and minimal downtime.
- Diagnosed technical issues with point-of-sale systems and restaurant software.
- Provided technical support for restaurant operations, server connections, network, VPN, back office PC, server, database, and POS systems across 300+ locations.
- Resolved customer inquiries through phone, email, and chat support.
- Trained new staff on help desk procedures and software tools.
Service Desk Coordinator
CTS Services, Inc.
11.2012 - 12.2015
- Managed daily service desk operations to ensure efficient ticket resolution.
- Coordinated communication between users and technical teams for issue resolution.
- Facilitated training sessions for new staff on service desk protocols and tools.
- Served as first point of contact for MSP operations, managing support for over 300 contracts in IT, A/V, printer, and technology solutions.
Education
Associate of Science - Computer Science
Bristol Community College
Fall River, MASkills
- Remote management
- Role-based access control
- Endpoint security
- Risk mitigation
- Technical troubleshooting
- Remote management
- Infrastructure monitoring
- Automation & Scripting: PowerShell, Python, Batch, ConnectWise Automate, N-Central, Ivanti
- Infrastructure monitoring
Certification
- CompTIA Network+ Preparation – New Horizons | Brentwood, TN
- Dell PowerEdge Server Certification – Dell Computer | Brentwood, TN
- Speedline POS Certification – Oracle | Brentwood, TN
- CompTIA A+ Certification – CompTIA | Cumberland, RI
Timeline
Field Support Technician
Compass International Holdings
11.2025 - 06.2026
Senior IT Analyst
Revecore
05.2025 - 09.2025
IT Support Analyst II
Majors Management
05.2023 - 05.2025
IT Analyst
Tractor Supply Company
11.2021 - 04.2023
IT Specialist
Department of VA Medical Center
05.2021 - 10.2021
Support Technician II
CIGNA
09.2020 - 02.2021
Service Analyst III
WEX
06.2018 - 03.2019
iOS Advisor
Apple
12.2017 - 05.2018
Help Desk Analyst
Papa Gino & D'Angelo Restaurants
01.2016 - 07.2017
Service Desk Coordinator
CTS Services, Inc.
11.2012 - 12.2015
Associate of Science - Computer Science
Bristol Community College