Technical Analyst II
Sep 2022 – Present
Sage Network & Communication — Camarillo, CA
- Achieved 95% first-call resolution across a 150+ user base by delivering escalation-level M365 support across Exchange Online, Teams, SharePoint, and OneDrive using ITIL-aligned incident management via ServiceNow.
- Reduced employee onboarding time by 20% by troubleshooting and supporting 100+ Intune-enrolled endpoints, including identity setup through Azure Active Directory and Entra ID.
- Strengthened endpoint security posture by implementing Zero Trust access policies across the organization, reducing unauthorized access incidents.
- Supported endpoint compliance efforts by resolving Intune-flagged device issues, helping close configuration gaps across managed devices.
- Maintained 99%+ uptime for remote workforce by supporting Azure Virtual Desktop (AVD) environments and independently resolving VPN, networking, and cloud infrastructure issues.
Technical Analyst II
Apr 2016 – May 2022
HCA Far West Division — West Hills, CA
- Led a 750-device hardware refresh with minimal downtime by coordinating cross-functional teams under ITIL change management protocols.
- Executed secure data migration alongside the refresh, safeguarding user data integrity across 750 devices.
- Decreased phishing attempts by 40% by designing and delivering cybersecurity and Zero Trust awareness training to clinical and administrative staff across multiple facilities.
- Improved ticket resolution efficiency by 30% by standardizing workflows in ServiceNow, enabling consistent tracking, escalation, and SLA compliance across 24/7 IT support operations.
- Delivered continuous M365 and OS upgrade support for 750+ users by providing remote and on-site assistance across a multi-site healthcare environment.
Help Desk Analyst I
Aug 2015 – Mar 2016
Anthem Blue Cross — Woodland Hills, CA
- Reduced repeat support calls by 50% by authoring end-user troubleshooting guides for Microsoft 365 and newly onboarded platforms, improving self-service resolution rates.
- Maintained high user satisfaction scores across multi-state support operations by delivering consistent phone and remote assistance using ITIL best practices for incident logging and resolution.
- Accelerated new hire productivity by supporting Azure Active Directory and Entra ID account provisioning and onboarding workflows for users across distributed locations.