Technical Support Engineer with Cross-Skilled DevOps Expertise

Sandra Johnson

Technical Support Engineer

Hayward, CA • 310-***-**** • *********@*****.***

Highly experienced Systems Engineer, proficient in design, implementation, administration, and management of advanced infrastructure. I have a broad understanding of most infrastructure technologies and the ability to hit the ground running, working on various projects. I'm a highly innovative all-rounder able to create designs and technical documentation in areas of VMware Virtualization, Storage, Networking, Windows Server Technologies, MacOS, and Backups. Uniquely cross-skilled with full-stack MERN development expertise that accelerates root-cause analysis, API and web application troubleshooting, and seamless collaboration with engineering teams. Adept at building scalable knowledge bases, maintaining SLA adherence, and translating complex technical issues into clear, lasting solutions. Key Skills

Strong working knowledge of Windows 2008 R2 and 2012 servers. LANs, TCP/IP, Active Directory, VMware, SAP, DNS, O365, MS Access, GPO, Exchange Server, SQL, Remote Access, RSA consoles/Tokens, Windows, Linux, MacOS, iOS, Android, Airwatch, Skype business, ITIL v3, Service Now, Azure, Cisco, SCCM, Horizon, Workspace ONE, Okta, Zoom, Slack, Jira, Google Workspace stack, Node.js, Express.js, React, MongoDB, RESTful APIs, JWT/OAuth, HTML, CSS, JavaScript, TypeScript Work Experience

Tech Support Engineer Jan 2021 – Mar 2026 CS Global (Los Angeles, CA)

● Served as an escalation point beyond Tier 1 and support for internal IT issues (hardware, software, access, connectivity).

● Administer Microsoft 365 (Exchange Online, Teams, SharePoint, licensing)

● Debugged customer issues, created reproducible test cases for developers, and validated fixes and workarounds.

● Followed established security policies and procedures when handling systems and data

● Supported Azure infrastructure, including VMs, Development, and virtual desktop environments

● Supported Azure infrastructure, including VMs, Development, and virtual desktop environments

● Leveraged Active Directory services to secure the Windows environment, reducing unauthorized access by 40%

● Manage and track IT tickets, including coordination with MSP and MSSP for overflow or specialized support.

● Provided high-quality onboarding and offboarding, ensuring new hires are productive quickly, and departures are handled cleanly (device return, access removal, account deprovisioning).

● Administered and improved identity and access workflows in Okta, including group strategy, app assignments, SSO configurations, and access request patterns.

● Troubleshoot and resolve common issues independently; escalate when appropriate.

● Administered Slack workspace operations, including access management, role-based administration, and configuration

● Participated in client calls to capture notes, action items, and provide written follow-ups

● Administered Google Workspace, including user lifecycle management, groups, shared drives, permissions, and baseline configuration standards.

Tech Support Specialist Sep 2017 – Dec 2020 Marathon Oil (Houston, TX)

● Meet/exceed a 4.00 overall service rating, as per established service standards.

● Provided quick and efficient assistance to resolve all technical issues to phone and email requests from users regarding computer or technical support, to include, but not limited to: account unlocks, password resets, remote access, internet, email, banking applications, hardware problems, printers, and telephone systems.

● Performed and led technology build, test, and deployment/reporting activities

● Increased user satisfaction rate by 20% by providing prompt and efficient technical support

● Provide on-going maintenance, including upgrades and hot fixes

● Provide technical and end-user documentation for server architecture and procedures

● Work with the project management team, technical team, and business unit to build server solutions

● Provide backup for Lead to on-site staff, escalate problems as necessary

● Aided in the management of network administration, leading to improved network functionality

● Support and maintain servers, workstations, and virtual machines.

● Manage Active Directory accounts and Group Policy.

● Maintain network equipment, cabling, and on premise VoIP phone system.

● Successfully maintained an average user satisfaction rate of 98% across a range of software and hardware issues

Jr System Administrator Jan 2015 – Oct 2017 MTI Consulting Partners (Houston, TX)

● Assess the hardware and software in the current environment to plan for a migration to Windows Server 2012 or Windows Server 2012 R2.

● Successfully maintained and configured servers, leading to a system uptime of 99.9%

● Oversaw the successful transition to Windows Server, resulting in a 30% increase in system performance

● Performed remote server management and role installation using Server Manager and Windows PowerShell.

● Administered Active Directory and enabled advanced Active Directory features using the Active Directory Administrative Center and Windows PowerShell.

● Managed and mitigated cybersecurity risks, leading to a 45% reduction in security incidents

● Ensure DHCP availability, implement DNSSEC, and perform network administration tasks using Windows PowerShell.

● Deploy, configure, and manage Hyper-V hosts and virtual machines using Hyper-V Manager and Windows PowerShell.

● Deploy Storage Spaces and provision and manage shared storage using Server Manager and Windows PowerShell.

● Deploy and manage print servers using the Print Management console and Windows PowerShell.

● Configure file and print services, network services, and access, network policy server infrastructure, file and storage solutions, Active Directory Infrastructure, Access and Information protection solutions.

● Deploy, manage, and maintain servers, Active Directory, and Group Policy

● Implemented business continuity and disaster recovery, Active Directory Administration, Access control and security management, and SSO in Active Directory, migrated shared files and home drive to SharePoint online Office 365, and OneDrive, set up Azure AD to authenticate all users, and created and updated the technical data library.

● Implemented, maintained, and troubleshot company-wide VPN, leading to increased remote access security IT Tech Support Oct 2011 – Dec 2015 Silverado Senior Living (Redondo Beach, CA)

● Supporting over 4000 users in remote sites and home workers, Citrix, Horizon, and VPN.

● Responds to inquiries and requests for assistance with the organization's computer systems, clinical/financial software, or PC's.

● Identifies, analyzes, troubleshoots, and resolves problems with the aim of eliminating recurrences and reducing calls to the help desk.

● Provides support and a central point of contact for standard software and hardware defined in the current Information Technology Services (ITS) Products and Services

● Assisted in running frequent system updates and tests to ensure optimal system performance Education

Full Stack Software Engineering

BSc Computer Science

MCSE 2012

Contact this candidate