Systems Engineer

Professional Experience

1. Systems Engineer · Emerald Oct 2024 – Present
   • Patch endpoint devices through MDM platforms like NinjaOne and Kandji to ensure compliance and minimize vulnerabilities.
   • Utilize Wazuh SIEM to identify threats, prioritize remediation, and strengthen the organization's security posture.
   • Coordinate patch strategies for OS and third‑party apps; ensure timely deployment of critical updates.
   • Manage identity and access controls, including MFA and Conditional Access.
   • Lead incident response; analyze security events and coordinate remediation to minimize impact.
   • Provide security awareness training to reduce phishing risk and improve security culture.
   • Deployed Microsoft Defender for Endpoint across the organization.
   • Migrated devices to Microsoft Intune, streamlining management and compliance.
2. Technical Support Lead · CAL IT Group Jun 2023 – Present
   • Managed a team of six helpdesk technicians; oversaw resolution of 10,000+ tickets annually.
   • Primary escalation point for complex technical issues; coordinated remediation.
   • Administered Active Directory and Microsoft 365 for 30+ organizations.
   • Maintained daily backups using Veeam and Azure Cloud Backup; ensured full recoverability.
   • Designed and managed VMware environments to optimize resources.
   • Coordinated implementations end‑to‑end from test to production.
   • Authored internal/customer documentation to boost team efficiency.
   • Delivered security awareness training and quarterly phishing campaigns (KnowBe4, Proofpoint).
   • Led onboarding and performance reviews to foster growth.
3. Desktop Support Technician II · CAL IT Group Oct 2022 – Jun 2023
   • Resolved escalated hardware, software, and network issues.
   • Developed procedures, checklists, and internal processes to improve efficiency.
   • Managed AD accounts, permissions, and Group Policies.
   • Mentored junior technicians and improved team performance.
4. Desktop Support Technician I · CAL IT Group Feb 2022 – Oct 2022
   • Provided frontline support for hardware, software, and network issues.
   • Used Autotask to track, prioritize, and resolve service requests.
   • Installed and configured desktops, laptops, and peripherals.
   • Documented technical procedures and solutions in a knowledge base.
   • Onboarded new users and set up accounts, systems, and permissions.

Selected Projects

Representative work across device management, identity, and cloud.

Education & Certifications

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