MELVYN ZARA

Infrastructure & Identity Management

• Directory Services: Administered Microsoft Entra ID (Azure AD) and Active Directory, managing security groups, MFA/SSPR onboarding, and precise file/print access permissions for hybrid environments.
• Cloud Administration: Orchestrated Microsoft 365 environments (Exchange Online, Teams, SharePoint), overseeing mailbox lifecycle, distribution groups, and complex licensing across the tenant.
• Network Connectivity: Resolved critical Layer 2/3 issues involving VPN tunnels (Palo Alto GlobalProtect, Cisco AnyConnect), DNS/DHCP configuration, and Wi-Fi architecture, reducing remote connectivity incidents by 30%.

Automation & Endpoint Engineering

• PowerShell Scripting: Engineered custom scripts for bulk licensing, AD health audits, and password expiration reporting, eliminating 8+ hours of manual administrative overhead per week.
• Systems Deployment: Managed the full lifecycle of endpoints via Microsoft Intune and MECM (SCCM); implemented Autopilot imaging, Win32 app packaging, and BitLocker hardening to maintain >95% patch compliance.
• Standardization: Authored 20+ technical Knowledge Base articles and standardized executive AV checklists, reducing repeat support requests by 25% and cutting meeting delays by 20%.

Operations & Service Delivery

• Performance Metrics: Consistently resolved 50–70 high-priority tickets weekly via ServiceNow/Footprints, maintaining a 95% SLA compliance rate and a 4.8/5.0 CSAT score.
• Asset Management: Managed hardware lifecycle and vendor RMAs, implementing a streamlined inventory tracking system that reduced hardware turnaround time by 35%.

Infrastructure Deployment & Migrations: Executed high-priority server migrations and hardware refreshes for enterprise clients, ensuring zero data loss and minimal downtime during transition windows.

Network Cutover Management: Orchestrated complex network cutovers, including the physical layer (Layer 1) cabling, rack-and-stack of switches/routers, and verification of VLAN tagging and IP connectivity.

Systems Integration: Performed end-to-end POS system installations and upgrades, managing peripheral integration and connectivity testing for large-scale retail environments.

Data Integrity & Backup: Managed critical data backup protocols prior to system decommissioning, utilizing industry-standard imaging tools to ensure 100% recovery capability.

Compliance & Documentation: Consistently maintained a 4.9/5-star service rating by providing meticulous "as-built" documentation, site photos, and closure reports following strict SOPs (Standard Operating Procedures).

Enterprise Hardware Deployment: Managed the end-to-end setup and decommissioning of IT infrastructure for 30 district offices, ensuring 100% operational readiness for high-volume peak seasons.

Tier 2 Technical Support: Resolved complex hardware, software, and connectivity issues for Windows-based systems and servers, maintaining high uptime through both on-site interventions and remote diagnostics.

Network Infrastructure Maintenance: Installed and tested structured cabling (Cat5e/6/Telephony) and validated network configurations to ensure secure, low-latency connectivity to corporate data centers.

Asset & Inventory Management: Directed the tracking and "Hot Spare" rotation of mission-critical hardware, ensuring immediate replacement of failed components to prevent service interruptions.

System Imaging & Configuration: Leveraged enterprise deployment tools to image and configure large fleets of PCs and servers, adhering to strict corporate security compliance and SOPs.

Managed sensitive patient data within EHR systems and maintained uptime for specialized diagnostic hardware.