Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jeremiah Bell

Atlanta,GA

Summary

Remote IT Help-Desk Technician

Overview

7
7
years of professional experience
1
1
Certification

Work History

SaaS IT Help-Desk Technician

Nova Tech
Atlanta, GA
08.2022 - Current
  • Resolved ~40 SaaS support tickets per shift—covering identity (Okta/Azure AD), collaboration (M365, Slack), and CRM (Salesforce)—while sustaining a 95% first-contact resolution rate and sub-15-minute median response time.
  • Administered user provisioning, MFA resets, and licence management across 1,200 + cloud seats, shrinking onboarding time from 2 hours to 25 minutes via PowerShell and Okta Workflows automation.
  • Diagnosed endpoint-to-cloud connectivity issues (VPN, DNS, TLS, SSO) using Wireshark, Azure Network Watcher, and Splunk logs, cutting recurring outage escalations by 30% within the first quarter.
  • Migrated 600 + users from legacy POP/IMAP mail to Microsoft 365, scripting mailbox moves with PowerShell Exchange Online modules and achieving zero missed messages during cut-over.
  • Performed root-cause analysis on recurring SSO failures; updated SAML claim rules and SSL cert renewals, eliminating a chronic 3 AM pager alert that affected 300 night-shift employees.
  • Centralized SaaS endpoint logs into Elastic Stack and set up proactive alert rules, cutting monthly Sev-2 incidents by 50 %.

Vulnerability and Compliance Analyst

United States Air Force, USAF
01.2021 - 08.2022
  • Conducted regular internal audits to assess the effectiveness and regulatory compliance of security controls and identity solutions
  • Identified gaps, documented findings, and developed SOPs to enhance compliance with regulatory requirements and security best practices
  • Conducted OSINT and leveraged social engineering techniques for red-team operations, documenting findings to effectively reduce the organization's attack surface
  • Prepared and delivered compliance reports to senior management and board members, detailing security control implementation, key risk areas, compliance with DoD mandates, and actionable risk mitigation strategies, supported by comprehensive operating procedure documentation

System Administrator

United States Air Force, USAF
03.2018 - 01.2021
  • Served as System Administrator for the USAF's On-Line vehicle Interactive Management System (OLVIMS), managing the entire identity lifecycle, including user provisioning, role management, and access revocation
  • Led the implementation of Identity and Access Management systems using OLVIMS, configuring role-based access controls (RBAC) and integrating single sign-on (SSO) capabilities
  • Authored detailed SOPs for seamless integration with logistics platforms across all USAF bases, while maintaining compliance with DoD security policies and federal regulations
  • Designed and implemented automation workflows to streamline provisioning and de-provisioning processes, improving operational efficiency
  • Administered change control processes to align system practices with federal regulations, ensuring compliance while mitigating identified risks

Education

Bachelor of Science - Cybersecurity

University of Maryland, College Park
College Park, MD
01-2021

Skills

  • SaaS Administration: Microsoft 365, Google Workspace, Salesforce, Slack, Zoom
  • Identity & Access Management: Okta, Azure AD, SAML/OIDC SSO, MFA policy design
  • Ticketing Platforms: Zendesk, ServiceNow, Jira Service Management, Freshdesk
  • Scripting & Automation: PowerShell, Bash, Power Automate, Zapier (low-code flows)
  • Endpoint Management: Microsoft Intune, Jamf, SCCM, CrowdStrike Falcon
  • Networking Fundamentals: TCP/IP, DNS, DHCP, VPN (IPsec / SSL), TLS cert renewal
  • Monitoring & Logging: Datadog, Splunk, Elastic Stack, Azure Monitor & Log Analytics
  • Remote-Support Tools: RDP, AnyDesk, TeamViewer, Chrome Remote Desktop
  • ITIL Processes: Incident, Problem, Change, Knowledge-base management

Certification

  • CompTIA SEC+
  • AWS Certified Cloud Practitioner
  • Cloudflare Accredited Service Architect

Timeline

SaaS IT Help-Desk Technician

Nova Tech
08.2022 - Current

Vulnerability and Compliance Analyst

United States Air Force, USAF
01.2021 - 08.2022

System Administrator

United States Air Force, USAF
03.2018 - 01.2021

Bachelor of Science - Cybersecurity

University of Maryland, College Park

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Jeremiah Bell