JOSE SELEMI

• Own Level 3 escalation support and platform operations across enterprise SaaS, endpoint, and cloud environments in a distributed workforce model.
• Lead resolution of complex, high-impact incidents across Microsoft 365, Google Workspace, AWS, and endpoint management platforms, driving root cause analysis and long-term remediation.
• Administer identity and access management across hybrid environments (JumpCloud, Azure AD, Google Workspace), enforcing RBAC and security best practices.
• Manage full user lifecycle (onboarding, access provisioning, offboarding), ensuring compliance with internal security and audit requirements.
• Enforce MFA and Conditional Access policies to strengthen identity security across enterprise systems.
• Support AWS WorkSpaces VDI environments, enabling secure remote access for globally distributed teams.
• Maintain endpoint compliance and asset inventory, ensuring adherence to corporate security policies and regulatory requirements.
• Partner with security and infrastructure teams to improve identity governance, access controls, and endpoint security posture.

Automation & AI Initiatives

• Designed and implemented automated onboarding and offboarding workflows using PowerShell, reducing manual provisioning effort and improving turnaround time.
• Leveraged AI tools (ChatGPT, Claude) to streamline IT operations, including documentation generation, troubleshooting workflows, and knowledge base creation.
• Built automation scripts to standardize endpoint configuration, software deployment, and access provisioning processes.
• Identified high-volume service desk requests and implemented automation solutions to reduce ticket volume and improve operational efficiency.
• Utilized AI-assisted workflows to accelerate incident resolution and enhance service delivery consistency.

• Led onboarding and IT integration for newly acquired entities, ensuring seamless user migration and minimal operational disruption.
• Configured and optimized hardware, software, and network environments to align with enterprise standards.
• Executed secure data migration and system integration processes while maintaining compliance with organizational policies.
• Collaborated with cross-functional teams to deliver integration projects aligned with business timelines.
• Delivered end-user training and support to ensure adoption of new systems and workflows.

• Managed enterprise endpoint environment and delivered high-touch IT services in a regulated financial environment.
• Provided white-glove executive support to C-level leadership, ensuring minimal downtime and high service quality.
• Managed enterprise endpoint fleet across Windows and macOS devices using Intune and Jamf, enforcing security baselines and compliance policies.
• Led deployment of 450+ corporate iPhones using Intune, Jamf, and Apple Business Manager.
• Administered Microsoft 365 services (Exchange Online, SharePoint, OneDrive, Teams) to enhance collaboration and productivity.
• Supported Azure Virtual Desktop environments, ensuring secure and reliable virtual workspace operations.
• Standardized endpoint configurations and imaging processes, improving system performance by 40% and reducing security incidents.
• Developed and enforced escalation and support processes aligned with ITIL best practices.

• Designed and managed cloud infrastructure across Azure and Google Cloud Platform for multiple clients.
• Led enterprise migrations from on-premise systems to Office 365, ensuring minimal downtime and seamless transitions
• Engineered high-availability systems using clustering and failover technologies.
• Designed and maintained Active Directory environments, ensuring secure identity and access management.
• Delivered Tier 3 support for complex infrastructure and network issues.
• Implemented security solutions including SIEM, MDR, DNS filtering, and next-gen firewalls.
• Provided executive-level IT support across financial and professional services clients.

• Delivered advanced Level 2/3 support for enterprise clients, including law firms and financial institutions.
• Managed deployment and maintenance of VMware ESXi environments.
• Led infrastructure upgrades and endpoint deployment projects.
• Authored technical documentation to standardize support processes and improve resolution efficiency.
• Supervised desktop support operations and coordinated project delivery.

• Led helpdesk team operations, ensuring timely resolution of technical issues.
• Coordinated hiring, onboarding, and training of support staff.
• Improved service delivery processes and customer satisfaction metrics.
• Managed daily workflow and ticket prioritization.