Sinatra Wallace
Dallas
Summary
Senior IT Operations Analyst with a strong background in infrastructure support across fast-paced manufacturing and enterprise environments. Proficient in desktop support, server administration, network troubleshooting, and executing IT projects. Consistently delivers exceptional customer service and resolves complex technical issues to ensure system uptime and security. Collaborative team player with proven ability to manage priorities in ticket-based and multi-platform environments (Windows/MacOS).
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Operations Analyst
Match Group
07.2024 - 04.2025
- Handled technical onboarding and ongoing support of employees in multiple offices, countries, as well as remote.
- Administered and troubleshooted user workstations, software, network and office systems.
- Hardware deployment, software installation and maintenance of user machines.
- Updated and maintained computer management policies in Jamf / Ivanti / Workspace One
- Communicated highly technical information to both technical and non-technical personnel
- Created and maintained process documentation
Senior Operations Engineer
Sophos
09.2021 - 04.2024
- Led daily IT operations including end-user support, server maintenance, and infrastructure optimization.
- Supported and managed Active Directory, desktop imaging, and system security protocols.
- Acted as lead contact for after-hours support and emergency escalations.
- Identified and implemented process improvements to streamline support and reduce downtime.
- Coordinated with global support teams and vendors to maintain high service standards.
IT Operations Manager
Mr. Cooper
01.2020 - 11.2020
- Delivered executive-level desktop and mobility support in a hybrid Windows/VMware environment.
- Reduced IT inefficiencies by optimizing hardware deployment and support workflows.
- Integrated data and voice network infrastructure via switch installation and configuration.
- Authored technical documentation and reports to guide internal IT strategy.
Senior Desktop Support Technician
Buchanan Technologies
01.2017 - 12.2019
- Migrated enterprise users from Windows 7 to Windows 10 across multiple departments.
- Supported and maintained devices across Windows and Apple ecosystems.
- Enhanced IT support for industrial control systems, including Zebra printer management.
- Developed and maintained support documentation to ensure consistent service delivery.
Education
Vocational Training - Information Technology
MyComputerCareer.com
Dallas, TX06.2018
Skills
- Proficient in Windows 10/11
- MacOS proficiency
- Active Directory management
- Microsoft Azure platform expertise
- Microsoft Intune management
- Proficient in ServiceNow
- VPN troubleshooting
- TCP/IP troubleshooting skills
- Proficient in switch setup
- Desktop and laptop deployment
- Virtual Environments
- Expertise in hardware issue resolution
- Lifecycle Management
- Vendor relationship oversight
- Workflow optimization
Certification
- CompTIA A+
- Linux Professional Institute (LPI)
- HDI Desktop Support Technician
- MTA: Security Fundamentals
- MTA: Mobility & Device Fundamentals
Timeline
IT Operations Analyst
Match Group
07.2024 - 04.2025
Senior Operations Engineer
Sophos
09.2021 - 04.2024
IT Operations Manager
Mr. Cooper
01.2020 - 11.2020
Senior Desktop Support Technician
Buchanan Technologies
01.2017 - 12.2019
Vocational Training - Information Technology
MyComputerCareer.com
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