MARKUS STEPHENSON
Washington
Summary
Dynamic IT Support Specialist with over three years of experience delivering exceptional Tier 1-2 support, specializing in cloud and SaaS troubleshooting, identity and access management, endpoint support, and virtualized environments. Expertise includes Azure AD/Entra ID, Microsoft 365, Intune, VMware, networking fundamentals, and security best practices. Proficient in account lifecycle management, documentation, ticket escalation, and effectively communicating complex technical concepts to non-technical audiences. Recognized for strong analytical abilities, meticulous attention to detail, and a commitment to enhancing support processes. Eager to contribute to a Video Retention System (VRS) or SaaS support team.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Manager (Cloud, Identity and Endpoint Support)
Sylver Rain Consulting
01.2024 - Current
- Created, modified, and deactivated user accounts across Azure AD, Microsoft 365, and cloud-based SaaS systems.
- Managed user permissions, role-based access, groups, licensing, and MFA resets following identity lifecycle best practices.
- Provided Tier 2 escalation support for cloud access issues, identity failures, SaaS performance problems, and endpoint compliance errors.
- Reviewed SaaS and Microsoft 365 release notes and communicated updates and changes to internal stakeholders.
- Troubleshot Intune enrollment failures, device compliance issues, authentication problems, and Conditional Access blocks.
- Developed SOPs, onboarding guides, and NIST-aligned documentation to standardize operations.
- Maintained logs of system changes, ticket resolutions, technical steps, and documentation updates.
- Supported patching cycles, vulnerability remediation, and endpoint monitoring using Intune, Action1 Patch Management, and Microsoft Defender.
- Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
IT Support Specialist (Tier 1–2 Support)
Georgetown University / DOD Marrow Donor Program
08.2022 - 08.2024
- Provided Tier 1–2 support for 70+ users across cloud platforms, SaaS tools, Windows/macOS endpoints, and virtualized environments.
- Created, configured, and maintained VMware virtual machines to support internal testing, research workflows, and application troubleshooting.
- Troubleshot authentication issues, VPN connectivity (Cisco AnyConnect), VoIP (RingCentral), networking issues, and Microsoft 365 access.
- Resolved approximately 95 percent of identity and VoIP-related issues on first contact.
- Managed Freshservice ticket queues, categorized incidents, escalated complex technical issues, and ensured SLA compliance.
- Assisted in the configuration and deployment of new workstations for staff and faculty members.
- Migrated more than 6,000 legacy tickets into Freshservice, improving ticket accuracy, reporting visibility, and queue management.
- Rewrote and modernized 80 percent of the internal Knowledge Base to improve clarity, reduce repeat tickets, and standardize troubleshooting steps.
- Participated in onboarding and offboarding processes, including access provisioning, permission changes, and account management.
- Used PRTG and Splunk for diagnostics, system monitoring, and root-cause analysis across devices and network-connected systems.
Education
High School Diploma -
Coolidge Senior High School
Washington, DCSkills
- User Account Management (Azure AD, Microsoft 365, SaaS Identity Systems)
- Tier 1–2 Technical Troubleshooting
- VMware Virtual Machine Administration
- SaaS and Cloud Application Support
- Intune Endpoint Management and Device Compliance
- Networking Fundamentals (DNS, DHCP, Wi-Fi, VPN)
- Security Best Practices & MFA / Conditional Access
- Ticketing Systems (Freshservice)
- Documentation, SOP Creation, Knowledge Base Writing
- PRTG and Splunk Monitoring
- VoIP & VPN Support (RingCentral, Cisco AnyConnect)
- Strong Customer Service and Communication
Certification
- CompTIA A+
- Microsoft Azure Fundamentals (AZ-900)
- CompTIA Security+ (In Progress)
ADDITIONAL CAPABILITIES
- SCRUM familiarity
- Identity lifecycle management
- SSO and SAML concepts
- ITIL-inspired workflows
- Technical documentation and SOP creation
- Stakeholder communication
- Ability to manage multiple priorities
Timeline
IT Manager (Cloud, Identity and Endpoint Support)
Sylver Rain Consulting
01.2024 - Current
IT Support Specialist (Tier 1–2 Support)
Georgetown University / DOD Marrow Donor Program
08.2022 - 08.2024
High School Diploma -
Coolidge Senior High School