IT Support Specialist - Enterprise Desktop & Endpoint Expert

JOE FOSTER

Spring Hill, FL 352-***-**** **********@*******.*** LinkedIn

CERTIFICATIONS

•MCDST

•MCP

•CompTIA A+

•Security+

•Azure AI-900

PROFESSIONAL SUMMARY

IT Support Engineer and team leader specializing in enterprise desktop and endpoint management. Skilled in Microsoft 365 administration, Intune and Mosyle MDM, and Windows/macOS support across multi-site environments. Proven track record of redesigning hardware deployment workflows to enhance service delivery and achieve high SLA compliance through targeted troubleshooting and process improvements. Adept at collaborating with cross-functional teams to implement secure, scalable IT solutions.

CORE SKILLS

•Technical Support & Troubleshooting: IT Support, Desktop Support & Operations, Hardware & Software Troubleshooting, Endpoint Security

•Systems & Platform Administration: Active Directory, Microsoft Entra ID (Azure AD), Microsoft Intune, SCCM, VMware, Office

365Administration, SharePoint Online, OneLogin, Endpoint Management (Intune, Mosyle), Backup Solutions

•Operating Systems: Windows 10, Windows 11, MacOS

•IT Service Management: ServiceNow, Cherwell, Ticketing Systems, ITIL Practices

•Management & Operations: Technical Project Leadership, Process Improvement, System Deployments, Vendor Management, Multi-Site Infrastructure Support, Enterprise Support Operations, IT Team Leadership, Employee Onboarding, Offboarding, User Training & Documentation

•Soft Skills: Prioritization, Calmness Under Pressure, Sound Judgment

WORK EXPERIENCE

Southwest Florida Water Management District Present

Desktop Support Supervisor / Senior Desktop Support Brooksville, FL.

•Led a team of 5 technicians supporting 650+ users across Windows 10, Windows 11, and MacOS in a multi-site enterprise environment.

•Improved service delivery efficiency by 40% by redesigning hardware deployment workflows as part of Endpoint Lifecycle Management initiatives.

•Achieved 98% SLA compliance using Cherwell through team mentorship, sound judgment, and effective prioritization.

•Led Agile migration of Apple devices from Intune to Mosyle with zero data loss across enterprise operations.

•Participated in ServiceNow development workshops and UAT initiatives supporting incident creation and chatbot integration.

•Coordinated enterprise MFD replacement initiative from HP to Ricoh, including device deployment and encryption hardening.

•Collaborated with Security department to integrate ThreatLocker zero-trust endpoint security platform across enterprise operations.

•Increased MDM security compliance from the previous rate of 64% to 99%, earning Service Excellence recognition from Executive Management.

•Developed cost-saving document licensing initiatives projected to reduce District expenses by $250k-$1M.

•Served as primary escalation point for technical and cross-departmental issues across support operations, demonstrating calmness under pressure.

•Utilized remote endpoint support tools including LogMeIn, Citrix, RDP, and OneLogin for secure remote access and troubleshooting.

•Oversaw team administration, staff development planning, and performance management for direct reports.

•Earned Azure AI-900 certification to support expanding cloud and AI initiatives.

Lakeland Regional Hospital

Senior Systems Engineer Lakeland, FL

•Delivered enterprise-level IT support and administered Microsoft Entra ID user accounts for physicians, executives, and staff, and facilitated employee onboarding and offboarding.

•Played key role in CrowdStrike outage remediation efforts, minimizing operational impact and earning formal recognition for service excellence.

•Created and distributed SCCM packages for large-scale deployments, including upgrades to remote management and various departmental packages.

•Authored technical documentation and knowledge base articles for IT teams on SharePoint Online to support staff development and knowledge sharing.

•Supported a wide range of hardware and software systems including HP, MacBooks, VMware environments, and backup solutions.

•Coordinated vendor-led system implementations including Philips Xper and Stryker platforms, providing hands-on technical support through project completion.

•Resolved critical pharmacy systems outage following CrowdStrike incident by coordinating directly with vendor support, restoring hospital-wide pharmacy operations with minimal downtime.

•Contributed to cost-saving initiatives totaling approximately $235,000 by designing and implementing a custom replacement for Micros POS systems.

Alignment Healthcare

IT Team Lead Tampa, Florida

•Oversaw IT operational staff across multi-state operations including Florida, North Carolina, and California.

•Deployed and supported 8 new healthcare facilities across Florida, including site surveys, infrastructure deployments, demarcation, and end-user equipment preparation.

•Installed and configured Cisco networking, Dell systems, and VoIP solutions at the corporate headquarters location in Tampa, Florida.

•Managed security systems including Brivo and Smart PSS DVR platforms across all deployed facilities, Tampa, Clearwater, Orlando, and St. Augustine.

•Implemented Windows 7 to Windows 10 migrations and Office 365 implementations for individual users across all facilities.

•Developed IT processes and knowledge base documentation to improve compliance, operational efficiency, and issue resolution consistency.

•Conducted regular field support visits to strengthen technical operations and customer relationships across remote locations.

Additional Experience

BayCare

Team Lead

Orion Medical Management

IT Engineer

NexiCore

Systems Engineer

GalacTek

Software Support Technician

EDUCATION

Pasco-Hernando State College

Associate of the Arts

Contact this candidate