Senior Application Support & Infrastructure Specialist

PROFESSIONAL SUMMARY

Application Support Analyst and Infrastructure Specialist with 15+ years of experience supporting enterprise applications, Microsoft ecosystems, and hybrid cloud environments. Known for stabilizing critical systems, managing full application lifecycles, and resolving complex incidents impacting business operations. Strong background bridging infrastructure engineering with application support, including Exchange Online, Azure AD, Active Directory, and enterprise integrations. Experienced collaborating with cross-functional teams to improve system performance, enforce architectural standards, and maintain secure, reliable application environments. Adept in ITIL-aligned service delivery, SLA monitoring, and proactive problem management within public-sector and enterprise organizations.

CORE COMPETENCIES

• Application Lifecycle Management & Enterprise System Support

• Incident, Problem & Change Management (ITIL Practices)

• Systems Architecture & Hybrid Infrastructure

• Application Integrations (API Concepts, Data Flow, Identity Sync)

• Microsoft Exchange / O365 / Azure AD / Active Directory

• Security Compliance (NIST, CJIS) & Access Governance

• Automation & Scripting (PowerShell)

• SLA Monitoring, Operational Stability & Performance Optimization

• Cross-Functional Collaboration with Technical & Business Teams

TECHNICAL SKILLS

Enterprise Systems & Infrastructure: Windows Server 2012–2019, Active Directory, Group Policy, Hyper-V, VMware vSphere, Azure

Application & Identity Platforms: Exchange 2010/2013/Online, Microsoft 365, Azure AD Connect, ADFS

Integration & Data Flow: Identity Synchronization, Hybrid Exchange Configurations, API-based Service Connectivity (conceptual), ETL/ELT exposure

Monitoring & Operations: SolarWinds, SCOM, Wireshark, Endpoint Management, Helpdesk Ticketing Systems

Security & Access: MFA, RBAC, VPN, Citrix, Remote Desktop

Networking & Telecom: Cisco ASA, DNS, DHCP, TCP/IP, VoIP (Avaya, Asterisk, SIP)

PROFESSIONAL EXPERIENCE

Technology Support Technician

Town of Needham / Needham Public Schools — Needham, MA

02/2022 – 11/2025

• Supported enterprise applications and infrastructure used across municipal departments, ensuring performance, stability, and adherence to security standards.

• Administered Exchange Online, Active Directory, and Microsoft 365 services supporting application access and identity management.

• Led vulnerability remediation, patching initiatives, and endpoint lifecycle processes using Microsoft Intune.

• Acted as liaison between technical teams, vendors, and business stakeholders to resolve incidents and improve system usability.

• Maintained SLA-driven service delivery through proactive monitoring, troubleshooting, and escalation management.

• Implemented ITIL-aligned practices that improved incident response and reduced downtime across hybrid environments.

• Supported hybrid AV and collaboration systems, troubleshooting application integrations impacting user productivity.

IT Telecom Support Specialist

Unitel, Inc. — Avon, MA

06/2021 – 01/2022

• Provided Tier 2 application and system support, diagnosing complex user and infrastructure issues across distributed environments.

• Partnered with vendors and internal teams to resolve integration and service delivery challenges.

• Streamlined troubleshooting workflows, improving consistency and reducing resolution time for recurring incidents.

• Monitored operational systems and executed corrective actions aligned with business impact priorities.

Microsoft Exchange Engineer

ExchangeHub

11/2019 – 03/2020

• Managed lifecycle activities for Exchange environments including migration planning, deployment, coexistence, and retirement phases.

• Implemented Exchange Online and Office 365 hybrid configurations, ensuring secure identity synchronization using Azure AD Connect and ADFS.

• Created migration strategies, PowerShell automation, and reporting processes to maintain operational transparency.

• Supported application integrations tied to messaging systems, troubleshooting mail flow, federation, and directory sync issues.

• Administered Active Directory architecture including domain upgrades, GPO management, and access governance.

Field Service Engineer

Tek Systems / Red-Thread / Laerdal Medical

06/2019 – 10/2019

• Delivered enterprise application and simulation software support, including installation, configuration, and lifecycle maintenance.

• Collaborated with cross-functional teams to improve deployment workflows and ensure consistent operational performance.

• Provided Tier 2 incident response and user training aligned with business application usage.

Field Service Engineer

Tek Systems Inc — Westborough, MA

02/2019 – 06/2019

• Supported enterprise platforms through troubleshooting, testing, and performance optimization.

• Worked with internal teams and external partners to resolve technical and security issues affecting application delivery.

Field Service / Exchange Engineer

Peak Systems, Inc

06/2015 – 01/2019

• Supported enterprise deployments for major retail and financial clients, maintaining Active Directory and application environments.

• Assisted with backup, recovery, and redundancy strategies ensuring high availability of Exchange and Windows systems.

• Participated in infrastructure design supporting application availability and data protection initiatives.

NOC Technician

LexisNexis — Boca Raton, FL

11/2014 – 03/2015

• Monitored enterprise data center applications and network infrastructure, coordinating incident response across global teams.

• Maintained operational stability by identifying performance issues and escalating risks based on SLA thresholds.

• Performed QA validation on large-scale data systems supporting business-critical operations.

Additional Experience

Field Service Engineer — CompuCom Systems Inc (2011–2014)

Exchange / Systems Engineer — Healthcare Infrastructure Project (2008–2012)

VoIP Support Engineer — Global COMM (2011)

Premises Technician — AT&T (2009–2011)

Sr. Systems & Network Engineer / Project Manager — SmarttechId Co. Inc (2004–2009)

KEY VALUE ALIGNMENT WITH APPLICATION SUPPORT ANALYST ROLE

• Extensive experience supporting application ecosystems from deployment through lifecycle management.

• Strong incident and problem resolution background within hybrid enterprise environments.

• Demonstrated collaboration with business stakeholders, vendors, and technical teams to drive operational improvements.

• Deep understanding of systems architecture, identity platforms, and secure integration patterns supporting enterprise applications.

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