Kiarra Spland

Break/Fix Support for Strategic 500 Commercial & Government Cloud Clients

• Provided hands-on break/fix support for large enterprise and government customers, focusing on Intune, Autopilot, device security, and enrollment issues.
• Troubleshot configuration and compliance policy problems that caused enrollment failures, sync issues, and blocked application deployments.
• Managed bulk enrollment and device registration across multiple OS platforms using Intune, Autopilot, and Configuration Manager.
• Delivered advanced Autopilot support, including diagnosing and resolving Enrollment Status Page (ESP) failures to ensure smooth provisioning.
• Analyzed Intune, MDM, co-management, and application logs (Company Portal, Authenticator, security agent logs) to identify root causes and restore device functionality.
• Integrated GitHub repositories containing automation and remediation scripts to streamline deployments and endpoint fixes.
• Supported certificate and PKI-related troubleshooting for secure authentication, app protection, and Conditional Access.
• Supported Microsoft Defender for Endpoint by handling onboarding issues, sensor health checks, and devices that weren’t reporting correctly.
• Investigated endpoint security alerts and resolved problems related to antivirus, firewall settings, and policy enforcement.
• Monitored Defender Antivirus across the environment to ensure protection, signature updates, and platform versions stayed current.
• Worked with BitLocker encryption by troubleshooting failed encryptions, TPM-related issues, and recovery key errors in Intune and Azure AD.
• Assisted with tuning Attack Surface Reduction (ASR) rules and applying security baselines to strengthen overall device posture.
• Troubleshot situations where security controls interfered with applications, network access, or user authentication and provided balanced resolutions.
• Collaborated with security and incident response teams during escalated cases, reviewing device and event logs to identify root causes.
• Helped maintain device compliance for Conditional Access by addressing encryption, antivirus health, and OS update requirements.
• Supported updates and configuration changes for endpoint security tools, including MDE agents and Intune security policies.
• Configured and managed endpoint devices to ensure optimal performance and security compliance.

• Managed and optimized infrastructure, deploying and maintaining 100+ VMs, and utilizing SCCM for Operating System Deployment (OSD).
• Executed routine maintenance, including software patching and security updates, aligning with best practices for software lifecycle management.
• Conducted proactive system monitoring and issue resolution, reducing downtime and enhancing performance.
• Administered ServiceNow incident tickets, ensuring compliance with service level agreements (SLAs)
• Monitored system performance and addressed issues to ensure optimal functionality for end-users.
• Managed user accounts and permissions, ensuring secure access to systems and data.
• Documented system configurations and operational procedures to facilitate knowledge sharing among team members.

• Supported the transition of 5,000+ users from an on-premises AD environment to a cloud-based domain, ensuring accounts synchronized correctly and users could access Microsoft 365 services.
• Assisted with the company-wide move from XenMobile to Microsoft Intune, helping configure policies, enroll devices, and stabilize the new MDM environment.
• Worked directly with users whose accounts did not migrate cleanly—resolving login failures, authentication issues, and mobile email problems.
• Walked end users through installing and setting up Microsoft Authenticator and Company Portal, restoring access to Outlook and other corporate apps.
• Improved endpoint reliability by troubleshooting software, device, and network issues throughout the migration period.
• Provided clear communication and support during the transition, helping reduce confusion and improve the user experience.
• Resolved technical issues by effectively troubleshooting desktop and endpoint devices for users.

• Provided day-to-day IT support for 500+ global users, resolving incidents across Windows, mobile, and collaboration tools.
• Managed IT assets, including tracking, lifecycle updates, and hardware maintenance.
• Supported Mobile Device Management using Apple Business Manager and Microsoft Intune, including enrollment, app deployment, and policy enforcement.
• Improved team efficiency by organizing workflows, refining documentation, and strengthening communication within the support team.
• Contributed to departmental targets by helping build practical processes and performance tracking methods that supported daily operations.
• Reduced operational delays and costs by identifying process gaps and assisting with improvements to ticket handling and asset management.
• Maintained high customer satisfaction by resolving issues quickly, communicating clearly, and ensuring users received reliable support.
• Successfully handled multiple priorities in a fast-paced environment while meeting response and resolution expectations.

• Provided on-site and remote technical support for 7,000+ users, resolving 100+ ServiceNow tickets per month across hardware, software, and connectivity issues.
• Imaged, configured, and deployed HP laptops with Shell-approved software and security settings for new hires and refresh cycles.
• Performed secure data migrations, disk wipes, and device sanitization to meet company compliance and security standards.
• Managed stockroom operations, including inventory tracking, equipment logistics, and hardware distribution to field and office staff.
• Delivered remote support through MSRA and Skype for Business, helping maintain smooth IT operations during the pandemic.
• Installed and troubleshot monitors, docking stations, and workstation peripherals to ensure reliable end-user setups.