Cloud Support Engineer

Justis Reaves

Cloud Support Engineer Systems & Identity Operations

United States (Remote)

******.******@*****.*** 779-***-****

PROFESSIONAL SUMMARY

Cloud Support / Systems Engineer with 5+ years of progressive IT experience supporting cloud-based SaaS platforms, identity systems, and endpoint environments. Experienced in incident triage, escalation handling, root cause analysis, and customer-facing support across large multi-tenant MSP environments. CompTIA Security+ certified with a focus on security, reliability, and operational efficiency.

TECHNICAL SKILLS

Cloud & SaaS Platforms

Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams), Google Workspace Identity & Access Management

Entra ID (Azure AD), Active Directory, Okta, LastPass, MFA, user provisioning/deprovisioning Systems & Endpoint Management

Windows & macOS, NinjaRMM / NinjaOne, patching, monitoring, remote remediation Security Operations

Bitdefender EDR, Huntress MDR, email security, phishing investigation, incident response Operations & Tooling

Datto BCDR / SaaS, CloudAlly, IT Glue, Halo PSA, AutoTask PSA, Pax8, ScalePad PROFESSIONAL EXPERIENCE

Systems Administrator / Cloud Support Engineer

RoundTable Technology (IT MSP) Apr 2024 – Present

● Support infrastructure, SaaS platforms, and security tooling across 100+ multi-tenant client environments

● Provide Tier 3 escalation support, incident coordination, and onboarding/offboarding assistance

● Administer identity services across Microsoft 365, Entra ID, Google Workspace, Okta, enforcing MFA

● Monitor and respond to security alerts using EDR and email security platforms

● Manage backup and recovery operations using Datto BCDR, Datto SaaS, and CloudAlly

● Maintain documentation and asset tracking to support operational consistency Support Engineer (Tier 2)

RoundTable Technology (IT MSP) Apr 2022 – Nov 2025

● Delivered Tier 1–2 IT support for 125+ clients, serving as escalation point for Level 1 technicians

● Administered Active Directory, Microsoft 365, and Google Workspace user environments

● Provided remote troubleshooting for Windows and macOS endpoints

● Supported new hire onboarding, training, and documentation IT Helpdesk

NCC Data (IT MSP) Apr 2021 – Mar 2022

● Provided remote IT support for 20+ MSP clients

● Supported Microsoft 365, Active Directory, endpoint setup, and data migration

● Assisted with email security and MFA tools

IT Support Analyst

Exelon Energy Corporation Apr 2020 – Apr 2021

● Supported enterprise users across multiple sites

● Managed directory accounts, device imaging, and asset lifecycle IT Support / Helpdesk

University of Illinois Springfield Jan 2016 – Jul 2019

● Supported faculty, staff, and students with endpoint and system issues

● Maintained computer labs and academic software environments CERTIFICATIONS

● CompTIA Security+

EDUCATION

Bachelor of Arts – Business Administration (Management) University of Illinois Springfield

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