Randol Lazala Badia

Azure & Microsoft 365 Administration

• Manage the Azure Tenant as a Global Administrator, overseeing identities, groups, licensing, conditional access, and cloud resources.
• Configure and maintain Microsoft Exchange Admin Center, Microsoft Purview, Teams Admin Center, and SharePoint Admin Center to enhance collaboration, security and compliance.
• Partner with the CTO and CISO to optimize cloud architecture and IT governance policies.

Endpoint, Mobile Device & Telephony Management

• Administer Microsoft Intune to enforce device provisioning, baselines, compliance policies, and software deployment.
• Oversee the lifecycle management of computers, peripherals, VoIP systems, and mobile devices.
• Manage Apple Business Manager for enterprise iOS device enrollment, remote management, and app distribution.
• Serve as the primary liaison with FirstNet, T-Mobile, and Verizon, ensuring seamless mobility services.
• Maintain Microsoft Teams enterprise telephony solutions and DID assignments.

IT Leadership, Customer Support & Vendor Coordination

• Supervise a team of five full-time employees (FTEs), including three Help Desk Technicians, one Senior Help Desk Technician, and one Cloud Administrator.
• Provide technical leadership and customer support, ensuring timely issue resolution and an optimal end-user experience.
• Develop and implement IT ticketing system workflows, enhancing automation, reporting, and operational efficiency.
• Maintain and expand the technical knowledge base with comprehensive documentation and training materials.
• Act as a key liaison with vendors and external agencies, ensuring IT initiatives align with organizational objectives.

Security & Asset Management

• Enforce endpoint security policies and vulnerability management.
• Managing device patching using FortiClient EMS, Tanium, and SentinelOne to mitigate security threats.
• Oversee hardware and software asset tracking, ensuring accurate inventory management and lifecycle planning.

Project & Change Management

• Lead IT projects and new feature implementations for the Division of Gaming Enforcement, driving operational improvements and system enhancements.
• Serve a a Change Control Board (CCB) Member, evaluating and approving IT system changes.

• Monitored DLP, SIEM, and EDR solutions such as Microsoft Defender for Endpoint, Microsoft Defender for 365, Microsoft Sentinel, and SentinelOne, proactively identifying and mitigating potential threats.
• Managed endpoint protection, device hardening, and performed security patching via Tanium, SentinelOne, and FortiCloud/FortiClientEMS services.
• Deployed and optimized managed workstations and mobile devices via Microsoft Intune.
• Administered identities, security groups, and software licensing through Microsoft Entra ID (fka Azure AD) & 365 Admin Center.
• Worked closely with the agency's CTO to troubleshoot system-wide issues and plan large-scale IT projects.
• Identified root causes of technical issues and provided strategic recommendations to IT leadership.
• Supervised managed print services and coordinated with third-party vendors.
• Assisted with network connectivity and infrastructure maintenance tasks.
• Oversaw IT inventory and property management efforts in collaboration with FGCC's Administration.
• Collaborated with external agencies, such as DBPR, and escalated service requests with third party organizations.

• Provided hardware & software support to the agency's staff, by deploying and managing workstations through Microsoft Intune.
• Enrolled and provisioned cellular devices to MDM solutions, including Intune MDM, Apple Business Manager, and Samsung Knox.
• Configured VoIP peripherals and maintained collaboration systems using the Microsoft Teams Admin Portal and NWN Carousel iPilot.
• Created step-by-step guides, Visio diagrams, and knowledge base articles to support IT operations.
• Facilitated software licensing renewals, and escalated service requests to external agencies (DBPR).

• Supervised, trained, and delegated tasks to (4) Distributed Computer Systems Specialists to improve workflow efficiency.
• Managed NTFS and Share Permissions, ensuring proper role-based access to network resources.
• Deployed and maintained workstations, software and network configurations via Active Directory, SCCM, and remote tools (DesktopCentral, UltraVNC, QuickAssist, and Teams).
• Assisted with VPN configurations, security patching, and infrastructure maintenance.
• Identified root cause of client-side issues and escalated to the Network & Server Team.
• Managed ticketing queues and monitored Tier II troubleshooting, resolving 100+ tickets monthly.

• Provided IT Support to 2,500+ employees across Florida State Parks and DEP offices.
• Supported enterprise applications, including Microsoft Office 365, Adobe Creative Cloud, FLAIR, Quicken, Quickbooks, ArcGIS, SQL, Oracle, and Oculus.
• Assisted with endpoint deployment, system upgrades, and group management using Active Directory Domain Services.
• Resolved 100+ service tickets and tasks monthly, ensuring timely and effective troubleshooting.
• Conducted malware removal and security incident response for infected endpoints using solutions such as McAfee, MalwareBytes, EEK, Windows Defender, and Microsoft Safety Scanner.

• Oversaw daily package tracking, backroom inventory, modular maintenance, and shelf availability, ensuring efficient operations.
• Supervised and mentored new Photo Lab & Electronics employees, fostering a collaborative and productive work environment.
• Handled customer inquiries, addressed concerns, feedback, and conducted follow-up calls to ensure customer satisfaction and retention.
• Developed and successfully executed strategies that increased customer traffic and online sales by 20% Year-over-Year.