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Accomplished IT professional with expertise in Azure AD management and Microsoft 365 support, honed at BakerTilly. Renowned for enhancing user satisfaction through effective problem-solving and clear communication. Proven ability to integrate cloud-based systems, reducing downtime by 30%. Adept at team collaboration and managing customer relationships, ensuring seamless access to essential tools.

IT Support Professional experienced in delivering desktop support and executive white-glove service. Achieved successful technology transitions, including leading a full agency relocation, while maintaining high user satisfaction and compliance. Expertise encompasses Active Directory, Microsoft Intune, and asset management.

Skilled in troubleshooting a wide range of Azure services, managing IAM roles, and ensuring secure access control. Demonstrates strong analytical and problem-solving abilities with a commitment to delivering exceptional customer service. Additionally, provided detailed billing insights and cost breakdowns to customers, addressing queries related to usage and charges with clarity and accuracy.

Cybersecurity graduate from Dallas Baptist University and U.S. Air Force & Army veteran with extensive experience supporting communications systems, network operations, technical troubleshooting, and enterprise IT support in mission-critical environments. Proven ability to enforce cybersecurity policies, maintain operational readiness, and resolve complex technical issues under pressure.
Hands-on experience building full-stack web applications using Next.js, Supabase, GitHub, and SQL databases. Strong background in desktop support, network troubleshooting, hardware/software maintenance, technical documentation, and customer support. Holds an Interim Top Secret Clearance and prior CompTIA A+ certification. Seeking opportunities in IT Support, Help Desk, Desktop Support, Network Support, System Administration, or Cybersecurity.

TERRY SHAW

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IT Support Analyst

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