Technical Support Customer Service

Braxton Smith

Jacksonville, FL *********@******.*** 904-***-**** LinkedIn

Professional Summary

Experienced Cloud Consulting Engineer with a strong track record in designing and implementing secure, enterprise-class Azure cloud solutions. Proficient in guiding clients through cloud migration strategies to optimize IT infrastructure and align with business objectives. Expertise in Microsoft Azure services, including App Services, Azure Data Lake, and Container Service, paired with a solid understanding of networking, security architecture, and cloud management. Skilled in troubleshooting, pre-sales technical support, and delivering comprehensive knowledge transfer to clients. Recognized for excellent customer service, adaptability, and a passion for adopting emerging cloud technologies. Skills

● IT Support & Troubleshooting (Laptops, Networks, Monitors, Webcams)

● Microsoft Intune & Entra ID Administration

● Patch Management & System Updates

● Cybersecurity Coordination & Incident Response

● Vendor Management & Collaboration

● Project Management & Implementation

● Hardware & Software Inventory Management

● Networking Protocol

Work Experience:

Network Administrator

Axios Industrial Remote

September 2024 – Present

Cybersecurity Operations:

● Monitored and managed organizational security using Microsoft Defender, identifying and mitigating threats while ensuring compliance with cybersecurity protocols.

● Utilized Barracuda Email Security Gateway to protect against phishing attacks, spam, and malware, configuring advanced threat protection and response settings.

● Conducted vulnerability assessments and implemented remediation actions to strengthen IT infrastructure security.

Microsoft Administration:

● Administered and maintained Microsoft Azure environments, managing user identities and optimizing cloud resources.

● Configured and deployed Microsoft Intune for endpoint management, ensuring secure device enrollment and compliance policies.

● Oversaw Office 365 applications, managing user accounts, licenses, and permissions to facilitate seamless collaboration.

Help Desk Engineer II

Women’s Care Florida Jacksonville, FL

May 2021 – November 2023

● Developed and implemented IT standards and processes, improving system reliability and security.

● Improved first-call resolution rates by 95% and reduced client wait times by 75% through process enhancements.

● Collaborated with technical teams to resolve security vulnerabilities, maintaining continuous communication with stakeholders.

Service Desk Associate I

CompassMSP Jacksonville, FL

October 2019 – January 2021

● Performed network monitoring, analysis, and performance tuning for over 200 clients.

● Supported and maintained physical and virtual computer systems, ensuring system availability and performance.

● Served as the primary interface for Tier 1 support, troubleshooting software and hardware issues and escalating to higher tiers when necessary.

● Provided technical support for Cisco VoIP systems, VPN software, Active Directory, Microsoft Intune, and Windows OS, adhering to corporate IT standards.

● Conducted diagnostic analyses to isolate and resolve desktop and network infrastructure issues, improving efficiency and security.

Network Administrator

First Baptist Church of Jacksonville Jacksonville, FL July 2018 – October 2019

U.S. Navy Aviation Ordnanceman

December 2006 – November 2015

Education

Associate of Applied Science in Network Engineering Virginia College Jacksonville, FL

2016 – 2018

Certifications

● CompTIA Security+ (CANDIDATE ID: COMP001021073897)

● Microsoft Azure Security Engineer Associate(Credential ID: A5755EA82C0924BA)

● Google Cybersecurity Professional Certificate

● Qualys Vulnerability Management

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