Identity, endpoint & software management

Calm escalation handling, root-cause troubleshooting, practical automation, clear documentation, and operational standards that reduce repeat issues.

Tier 2/3 support, identity and access management, endpoint and software deployment, security monitoring, networking, and instructional technology support.

KCTCS (Gateway Community & Technical College) — Edgewood Campus. Focus: Tier 2/3 support, AD/Entra ID, MFA, MECM/SCCM, Group Policy, endpoint security, software deployment, networking, AV systems, and instructional technology.

• Resolve Tier 2/3 escalations across users, endpoints, identity, software, network, and server issues; spot recurring patterns and drive root-cause fixes.
• Build Group Policy standards for security baselines, power behavior, endpoint controls, and shared-use environments across campus systems.
• Package and deploy software through MECM/SCCM using targeted collections, update controls, and restart policies to reduce user disruption.
• Manage AD and Entra ID access, including groups, attributes, delegated administration, MFA support, and downstream access dependencies.
• Automate routine endpoint and identity tasks with PowerShell, APIs, and SQL-backed queries to improve consistency and speed up admin work.
• Review Huntress EDR logs and reports, validate endpoint/account alerts, and escalate suspicious activity for timely investigation.
• Map VLANs, switch ports, DHCP/DNS behavior, and physical drops to speed fault isolation and reduce guesswork during changes.
• Use Juniper Mist insights and on-site validation to troubleshoot AP health, RF, authentication, and wireless performance issues.
• Support classroom and meeting-room AV systems; coordinate instructional software requests from intake through deployment.

KCTCS (Gateway Community & Technical College)

• Handled high-volume Tier 1 support across phone, email, voicemail, and Teams; resolved common issues and escalated based on impact.
• Performed password resets, MFA troubleshooting, account provisioning, and access support in AD and related systems.
• Reimaged and configured desktops and laptops for staff and student use, supporting standardized builds and deployment practices.
• Documented fixes in plain language so users could understand the issue and avoid repeat contacts.