Technical Support Engineer

Saundra Sonnier

San Clemente, CA *****

*************@*****.*** 949-***-****

Professional Summary:

Detail-oriented and highly skilled IT professional with over 5 years of experience in technical support, systems administration, and production application support across enterprise environments. Proven ability to manage and resolve complex technical issues, prioritize ticket queues, and ensure SLA compliance using platforms such as ServiceNow and Freshdesk. Adept at creating support playbooks, documenting bugs and backlog items in Azure DevOps, and driving continuous improvement in IT operations. Skilled in identity and access management using Active Directory, Entra (Azure AD), and Okta. A strong communicator and collaborative team member known for delivering high-quality service, maintaining security compliance, and supporting critical business systems in fast-paced, remote environments.

Core Competencies: Technical Support ServiceNow Windows 10/11 JAMF Active Directory Azure AD O365 Software Deployment Network Troubleshooting

Professional Experience:

Alliant Insurance Services (Contract through Kforce) – Remote

Technical Production Support Engineer

Nov 2024 – May 2025

- Delivered Tier 2/3 technical support for internal enterprise applications and services across multiple departments.

- Managed complex ticket queues using ServiceNow and Freshdesk, prioritizing based on SLA impact and urgency.

- Created internal documentation and technical playbooks to improve knowledge transfer and reduce escalations.

- Authored detailed bug reports and product backlog items in Azure DevOps; collaborated with development teams for resolution.

- Provisioned and deprovisioned users and managed access controls using Active Directory, Entra ID (Azure AD), and Okta.

- Assisted with software deployments, troubleshooting application errors, and patching updates in production environments.

- Performed smoke testing during release cycles to validate system functionality and detect critical issues before go-live.

- Executed application and server shutdown procedures during scheduled testing windows in coordination with engineering teams.

- Participated in after-hours on-call rotations, providing rapid response and incident resolution during outages.

- Collaborated closely with business units, developers, and QA for root cause analysis and proactive problem prevention.

Toshiba Business Services – Lake Forest, CA

IT Systems & Support Engineer

April 2022 – May 2024

- Provided end-to-end technical support and systems administration for corporate and remote staff, resolving hardware, software, and access issues.

- Maintained inventory and asset records of laptops, docking stations, and peripherals using ServiceNow’s asset management module.

- Reimaged and imaged laptops to meet corporate configuration standards and ensure secure, up-to-date deployments.

- Created and closed tickets in ServiceNow, ensuring accurate resolution tracking and SLA compliance.

- Supported user migrations from on-premise file servers to OneDrive, ensuring data continuity and minimal disruption.

- Upgraded user machines from Windows 10 to Windows 11, verifying compatibility and resolving upgrade-related issues.

- Set up new user workstations, including hardware setup, account provisioning, and application installations.

- Maintained security compliance through Entra, Active Directory policies, and Carbon Black endpoint protection.

- Supported O365 applications, Teams, SharePoint, Exchange, Cisco VPN, and other enterprise platforms.

- Delivered outstanding customer service through desk-side and remote support, earning consistent positive feedback.

School's First FCU (Contract through Quantum World Technologies) – Tustin, CA

IT Deployment & Support Technician

August 2021 – November 2021

- Led office-wide hardware migration including imaging, configuration, and installation of workstations and phones.

- Diagnosed and resolved setup issues in a fast-paced rollout timeline, ensuring minimal disruption to operations.

- Created detailed inventory and asset documentation to support compliance and tracking.

- Provided ad-hoc desk-side support during critical cutover periods to ensure business continuity.

VXI Global Solutions LLC – Los Angeles, CA (Remote)

Remote IT Support Specialist

October 2020 – April 2021

- Delivered remote Tier 1/2 support for MacOS and Windows devices used by employees of major clients, including Apple.

- Onboarded new employees in high-volume virtual sessions via Webex, with up to 100 participants per session.

- Utilized JAMF to remotely deploy software, configure user machines, and push updates during onboarding.

- Managed breakout rooms to provide individualized support, troubleshoot setup issues, and ensure all users were properly configured before start.

- Triaged and escalated technical issues using ServiceNow while ensuring SLA compliance.

- Supported VoIP and Avaya systems used by call center agents; escalated persistent issues to the infrastructure team.

- Created documentation to streamline onboarding and support processes, improving efficiency and reducing ticket volumes.

- Helped improve remote user experience by identifying trends in support requests and proactively addressing common problems.

Corporate IT Solutions (CISSDM) – San Clemente, CA

Network Operations Support Engineer

April 2019 – March 2020

- Provided Tier 1 and Tier 2 technical support for a wide range of clients including banks, credit unions, fast food chains, and restaurant franchises.

- Handled over 100 support tickets per week related to network outages, VoIP issues, POS system failures, and general connectivity problems.

- Troubleshot and resolved LAN/WAN issues using tools such as Cisco Meraki, Cradlepoint, and SolarWinds NPM.

- Supported VoIP systems for multi-site clients, diagnosing call quality issues, dropped connections, and hardware malfunctions.

- Maintained and updated POS system connectivity for client retail environments, ensuring minimal downtime and accurate transaction processing.

- Monitored enterprise SD-WAN networks and identified traffic bottlenecks and link failures to prevent disruptions.

- Coordinated with ISPs and network operations centers (NOCs) for technician dispatches and outage resolution.

- Created detailed documentation for recurring issues, contributing to root cause analysis and client knowledge base updates.

- Supported remote site network turn-ups and upgrades to improve service quality and reduce incident frequency.

Technical Skills:

• IT Support & Troubleshooting: Microsoft O365, Apple Hardware (MacOS, iOS), Active Directory, ServiceNow, JAMF Apple Device Management, Cisco Routers & Switches

• Networking: Basic network troubleshooting, Cisco Meraki, VoIP, SD-WAN

• Software & Productivity Tools: Office 365, SharePoint, OneDrive, Google Drive, Slack, Okta, Teams

• AV & Infrastructure Support: Enterprise-grade video conferencing equipment, conference room AV systems, hardware, and software repair

• System Management: Azure AD, Cloud Computing, System Performance Assessment, System Upgrades, Disaster Recovery, Data Backup

• Mobile Device Management: MDM security with DUO Mobile, Technical Troubleshooting, Enterprise Client Management

Certifications:

Microsoft Azure AI Essentials Certificate

Microsoft Issued May 2025

Certified Telecom Professional - Platinum (CTP)

Intelisys Issued April 2019

Education:

High School Diploma

Quartz Hill High School – Quartz Hill, CA

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