Summary
Overview
Work History
Education
Skills
Timeline
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Makell Rose

Fort Worth,TX

Summary

Experienced IT Technician with a strong background in managing Microsoft Azure AD, Microsoft Intune, OKTA, and PowerShell. Skilled in providing Tier 1 and 2 support, automating workflows, and implementing IT standards for consultants and employees. Adept at training staff, optimizing IT processes, and ensuring seamless account management and device provisioning. Actively pursuing a career transition to System Administration, focusing on Azure cloud services and infrastructure management

Overview

3
3
years of professional experience

Work History

IT Support Coordinator

Oxford Global Resources Inc
11.2022 - Current
  • Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
  • Handled day-to-day administration of Azure Active Directory, OKTA, Active Directory, and Intune, including Autopilot configuration for devices, user account management, and maintaining group memberships, including Dynamic Groups.
  • Automated and managed various PowerShell scripts and Power Automate flows to improve operational efficiency.
  • Provided Tier 1 and 2 support for users, resolving technical issues across the organization.
  • Developed technical guides and instructional videos to support the IT team and end users.
  • Managed IT support for over 800+ consultants on assignment, overseeing technical operations and troubleshooting.
  • Performed project and user/licensing auditing reports, ensuring compliance and resource optimization.
  • Managed laptop inventory and shipping logistics for consultants, maintaining accurate records and timely deliveries, also keeping our hardware new and updated to our compliance standard.
  • Exchange Administrator providing support for Mailboxes, Distribution Lists, Message Tracing, Delegation of a Mailboxes.
  • Deployed and administered New Applications for our Consultants and Full-Time Employees.
  • Point Of Contact for security issues for Full-time Employee's laptops and Consultant Laptops.
  • Developed and deployed comprehensive IT standards and procedures for managing consultant-related IT operations, including account creation workflows, device provisioning, and system access. Created detailed technical documentation, guides, and tutorials to streamline processes and ensure consistency across consultant IT support.
  • Provided training to internal IT staff on key processes and workflows, including consultant IT operations and system management. Facilitated knowledge transfer on essential tasks such as account creation, device provisioning, and troubleshooting, ensuring team proficiency and alignment with established IT procedures.

Help Desk Support Specialist

Sally Beauty
11.2021 - 11.2022
  • Performed IT Help Desk Duties, managing 40 calls a day and helping with Tier 1 and 2 support.
  • Provided high-quality friendly phone support to stores and other offsite personnel. Documents each incident and request with detailed information. Follows up on ongoing incidents by providing status updates
  • Analyzes network connectivity issues with ability to troubleshoot analog modems and standard broadband modems and routers. Able to break down and supply appropriate data to Interface Security Systems to address more complex issues.
  • Maintained in-depth knowledge of POS software/hardware to deliver precise technical guidance and support to store personnel, ensuring accurate troubleshooting and equipment operation.
  • Managed User's Accounts and passwords
  • Troubleshot POS, Printers, Receipts printers, Network, UPS, Power Issues, Software Errors, Account permissions, Online Orders, and scanners.


Education

Microsoft AZ-104 Azure Administration -

Certificate Currently Aiming For

Certificate - Information Technology Support

Tarrant County College District
Fort Worth, TX
05.2021

Skills

  • Microsoft Intune Administration
  • AzureAD Administration
  • Powershell/Power Automate
  • OKTA Administration
  • IT Project Management
  • Microsoft O365 Administration
  • Software/Hardware Troubleshooting
  • SalesForce
  • Security
  • Teamwork Mindset
  • Microsoft's Intra ID Administration

Timeline

IT Support Coordinator

Oxford Global Resources Inc
11.2022 - Current

Help Desk Support Specialist

Sally Beauty
11.2021 - 11.2022

Microsoft AZ-104 Azure Administration -

Certificate Currently Aiming For

Certificate - Information Technology Support

Tarrant County College District

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Makell Rose