Endpoint Security Cloud IT Support

Garrett Walker

IT Support Endpoint Security Cloud & Cybersecurity

**** ********* *****, ********, ** 60087 · 224-***-**** ********@*****.*** · linkedin.com/in/garrettwalker

Professional Summary

Garrett Walker is a results-driven IT professional with more than twenty years of enterprise technology experience, the majority of it spent inside one multi-plant manufacturing organization where he supported 500+ users across multiple facilities. His career follows a deliberate progression from hands-on press and production operations into enterprise IT support, and most recently into endpoint security, identity and access management, and cloud engineering. That arc gives him an unusual profile: deep operational discipline from a production floor where uptime is non-negotiable, paired with the modern Microsoft security and identity stack that runs the contemporary enterprise. A credential that previously went undocumented: Garrett served as the primary administrator for both Windows and macOS endpoints at Nosco — handling Mac onboarding and offboarding, macOS network and VPN troubleshooting, user access issues, and day-to-day Mac support across the organization alongside the full Windows fleet. In a 500+ user enterprise environment, owning both platforms at the admin level is a meaningful and specific credential that should appear on every applicable resume going forward.

Today, Garrett is actively pivoting into security-focused and cloud-focused roles. He brings real-world fluency with Microsoft 365, Entra ID (Azure AD), Microsoft Intune, Microsoft Defender, and SentinelOne, plus PowerShell automation, MFA and Conditional Access enforcement, and incident triage on phishing, account lockouts, and endpoint alerts. He complements that production experience with structured self-study — Microsoft Learn agent and security tracks, the Google Cybersecurity Certificate, and lab work in Splunk, Wireshark, and Azure — and with completed credentials in Microsoft Copilot Studio agent development and four Coursiv “Master of…” AI tools certifications earned in early 2026. He is the kind of candidate who has already done the work at the Tier 2 / Tier 3 level and is now formalizing the security and cloud vocabulary to match. Career Highlights

• Twenty-plus years of continuous tenure inside a single enterprise, evolving with that environment from production operator to enterprise technical support specialist

• 500+ user, multi-site Microsoft-stack environment supported daily, including Exchange Online, Teams, SharePoint, Entra ID, Intune, and SentinelOne

• Primary administrator for both Windows and macOS endpoints — Mac onboarding/offboarding, macOS network and VPN troubleshooting, user access issues, and day-to-day Mac support across the full user base (confirmed May 2026; previously undocumented)

• Identity and access management at scale — provisioning, deprovisioning, RBAC enforcement, MFA configuration, Conditional Access, and authentication troubleshooting

• Endpoint security operations — investigation of phishing, suspicious logins, and EDR alerts using SentinelOne and Microsoft Defender; documentation and handoff to internal SOC partners

• Patch management and failed deployment remediation — managed Windows fleet patching via Intune update rings and N-Able RMM; tracked deployment status, identified and remediated failed patch installations, and escalated confirmed failures to Impact (MSP) with full diagnostic context (confirmed June 2026)

• PowerShell automation for diagnostics, administrative tasks, and routine troubleshooting workflows

• Hands-on lab portfolio spanning an Azure secure-cloud build (VNets, NSGs, Azure Monitor, Conditional Access) and a SOC simulation lab (Splunk log analysis, Wireshark traffic inspection, simulated phishing scenarios)

• MSP liaison (Impact) — served as the organization’s primary point of contact with Impact, the managed service provider responsible for SentinelOne, Proofpoint (email security), N-Able, and Microsoft 365. Handled all coordination with Impact engineers on troubleshooting escalations, security platform issues, networking, and email triage, translating between the MSP and internal stakeholders on both sides

• Primary administrator for Microsoft Teams Rooms — onboarded Teams Rooms devices into the tenant, managed device licensing, configured and maintained the software stack, and owned all ongoing hardware and software support for conference room technology across the organization (confirmed July 2026; previously underdocumented)

• Active continuous learner — completed all six Microsoft Copilot Studio agent workshops in April 2025 and four Coursiv AI tooling masters (Gemini, Claude, Midjourney, Lovable) in March 2026

Professional Experience

Nosco · Multi-plant manufacturing organization

Technical Support Specialist — October 2020 – September 2025 Owned Tier 1 and Tier 2 enterprise IT support for a 500+ user environment spanning multiple facilities, with regular escalation depth into Tier 3 work on complex endpoint, application, and connectivity issues. Acted as the operational bridge between end users, infrastructure, cybersecurity, and operations teams, ensuring that technology problems never blocked production for long.

Served as the primary administrator for both Windows and macOS endpoints across the organization. On the Mac side, this included onboarding and offboarding Mac users in the prepress department and elsewhere, troubleshooting macOS network connectivity, VPN access, and user access issues, and handling day-to-day Mac support requests — the same breadth of ownership held for Windows throughout the environment. On the Microsoft platform side, administered Microsoft 365 (Exchange Online, Teams, SharePoint), managed Azure AD / Entra ID users, groups, and identity security policies, implemented and supported MFA and Conditional Access controls, and enforced RBAC and least-privilege access through security groups. Managed enterprise device deployments and endpoint compliance using Microsoft Intune and Autopilot, including imaging, lifecycle management, and policy enforcement.

On the security side, investigated phishing reports, account lockouts, suspicious login activity, and endpoint EDR alerts through SentinelOne and Microsoft Defender. Coordinated remediation with internal SOC and security partners, documented incidents and remediation steps for audit and operational tracking, and contributed to security practices aligned with HIPAA and SOC 2 awareness. Supported endpoint provisioning, security updates, and patch management across the Windows fleet — including tracking deployment status via Intune and N-Able, remediating failed patch installations, and escalating confirmed failures to Impact (MSP) with full diagnostic context. On the operations side, served as administrator for SolarWinds Helpdesk, N-Able, and ManageEngine; served as the primary administrator for Microsoft Teams Rooms across the organization — onboarding Teams Rooms devices into the tenant, managing device licensing, configuring and maintaining the Teams Rooms software stack, and providing ongoing hardware and software support for all conference room technology; provided deskside, remote, and phone support; handled mobile device support for iOS and Android; and used PowerShell to automate diagnostics and routine administrative tasks. Created and maintained documentation for troubleshooting procedures, security workflows, and deployment runbooks. Identified recurring issues and recommended improvements to enhance system performance and reduce ticket volume. Served as the organization’s primary contact with Impact, Nosco’s managed service provider. Impact managed the enterprise stack including SentinelOne, Proofpoint (email security), N-Able, and Microsoft 365. Owned all coordination between internal stakeholders and Impact engineers — routing troubleshooting escalations, security platform issues, networking incidents, and email triage through the MSP relationship, translating technical context on both sides, and ensuring issues were resolved without disrupting production operations. This experience provides direct familiarity with the MSP service model from the client side, including how MSP engineers scope, escalate, and resolve issues across a multi-platform enterprise environment. Graphic Services Specialist — Approximately 2018 – October 2020 Supported technical systems and digital workflows in a high-volume production environment. Troubleshot workstation hardware and software issues, optimized operational processes, and partnered with production and IT teams to resolve operational technology issues that affected throughput.

Prepress Technician — Approximately 2014 – 2018

Maintained digital workflow systems, managed file preparation, and supported workstation troubleshooting for the prepress team. Digital Press / Production Specialist — Approximately 2003 – 2014 Operated digital production systems in a high-volume manufacturing setting, including roles as Digital Press Operator, Comco Second Press Operator, and Litho Second Press Operator. Performed press setup and operation, plate changes, calibration, color correction, and quality control. Diagnosed mechanical and software press issues, coordinated maintenance, and worked directly with operations teams to maintain production continuity.

This early-career arc is the foundation for the operational discipline Garrett brings to enterprise IT today: a production-floor sense of urgency, comfort working alongside engineers and operators, and a process-driven approach to documentation and handoff. Hands-On Lab Projects

Azure Secure Cloud Lab. Deployed a self-built Azure environment with virtual machines, networking, and identity integration. Configured virtual networks, subnets, and Network Security Groups; implemented MFA and Conditional Access via Entra ID; enabled logging and monitoring through Azure Monitor; and applied least-privilege, identity-based controls throughout the build.

SOC Security Lab. Simulated incident investigations using Splunk and Wireshark, including SIEM-based log analysis, network traffic inspection, and analysis of phishing and login attack scenarios. Practiced the alert triage and Windows event log analysis workflow expected of a SOC analyst.

Microsoft Copilot Studio agent build. Completed the full Microsoft Learn agent track, designing, planning, building, and extending agents with knowledge sources and Power Automate flows.

Education & Continuous Learning

Garrett’s professional development is structured around active certification work and self- directed lab study rather than a traditional degree path. His current and recently completed coursework includes:

In progress - Google Cybersecurity Certificate (Foundations, Networks and Network Security, Manage Security Risks, Linux and SQL) - CompTIA Security+ - AZ-104 (Microsoft Certified: Azure Administrator Associate) — actively studying as of July 2026, progressing from Microsoft Azure Fundamentals coursework into AZ-104 exam prep - Ongoing Microsoft Learn paths in Azure, Security, Identity, and Intune Completed — Microsoft Learn (Microsoft Copilot Studio / Power Platform agent track), April 2025 - Get started with agents - Plan your first agent - Create your first agent in Microsoft Copilot Studio - Add knowledge sources to an agent - Build Power Automate flows for your agent - Authoring 101: writing in unified authoring Completed — Coursiv “Master of…” series, March 2026 - Master of Gemini - Master of Claude - Master of Midjourney - Master of Lovable

Completed — Codecademy, June 2026 - Learn Python with AI Skill Path (Credential ID: 93686F47-E · Codecademy Profile) - Learn Prompt Engineering Course (Credential ID: FE567EED-4 · Codecademy Profile)

Completed — Codecademy, July 2026 - Generative AI for Everyone Skill Path (Credential ID: 0527DD30-4, completed July 1, 2026 · Codecademy Profile) - AI-Assisted Development with Codex CLI Course (Credential ID: 9CB89721-6, completed July 7, 2026 · Codecademy Profile) - Token Usage Optimization Course (Credential ID: B8D5EC12-8, completed July 7, 2026 · Codecademy Profile) - Learn How to Use AI for Coding Course (Credential ID: F6F3BFD1-C, completed July 7, 2026 · Codecademy Profile) Technical Skills

Operating systems and endpoints. Windows 10 and 11 enterprise support (primary), macOS (primary administrator — onboarding, offboarding, network/VPN troubleshooting, user access, and day-to-day support), legacy Windows 7 and 8, endpoint provisioning, patching, hardware and docking station setup, multi-monitor environments, printer and scanner support, and mobile device support across iOS and Android. Microsoft 365 and productivity. Microsoft 365 administration, Exchange Online, Teams, SharePoint, Outlook, Word, Excel, and Microsoft Teams Rooms (primary administrator — device onboarding, tenant enrollment, device licensing, software configuration, and ongoing hardware and software maintenance) / enterprise A/V. Identity and access management. Active Directory, Microsoft Entra ID (Azure AD), user provisioning and deprovisioning, RBAC, MFA configuration and troubleshooting, and Conditional Access.

Endpoint management and MDM. Microsoft Intune (MDM and MAM), Autopilot, device imaging, deployment, and lifecycle management.

Patch management and deployment. Intune update rings, N-Able RMM for fleet-wide patch deployment and monitoring, failed patch identification and remediation, software deployment via Win32 app packaging and install switches, and MSP escalation (Impact) for confirmed deployment failures.

Endpoint security and EDR. SentinelOne, Microsoft Defender, endpoint detection and response, endpoint security monitoring, and threat detection and response. SIEM and SOC tooling (lab). Splunk for log analysis and alert detection, Wireshark for network traffic analysis, simulated phishing and login attack scenarios, endpoint alert triage, and Windows event log analysis.

Cloud (Azure). Azure environment build-out with VMs and identity integration, VNets and subnets, Network Security Groups, Azure Monitor, and least-privilege security controls. Networking. DNS, DHCP, TCP/IP, VPN, and connectivity fundamentals. Scripting and automation. PowerShell at the intermediate level for diagnostics, administrative automation, and routine troubleshooting. Python fundamentals with AI applications (Codecademy Learn Python with AI Skill Path, June 2026). Ticketing and remote support. SolarWinds Helpdesk (administrator), N-Able, ManageEngine, ServiceNow familiarity, and RDP.

AI and automation tools. Microsoft Copilot Studio, Power Automate flows for agents, unified authoring for Microsoft agents, and working knowledge of Gemini, Claude, Midjourney, and Lovable through completed Coursiv programs. Completed Codecademy’s Learn Python with AI Skill Path (June 2026) and Learn Prompt Engineering Course (June 2026), covering Python fundamentals applied to AI workflows, zero-shot/one-shot/few- shot prompting, chain-of-thought prompting, RAG fundamentals, and context-setting techniques for AI models. Also completed Codecademy's Generative AI for Everyone Skill Path, AI-Assisted Development with Codex CLI, Token Usage Optimization, and Learn How to Use AI for Coding courses (all July 2026), rounding out six total Codecademy AI-tooling credentials.

Compliance awareness. HIPAA and SOC 2 exposure through documentation, audit prep, and access control practice.

Recurring Themes and Strengths

Across every version of his resume, the same characteristics surface: a long single- employer tenure that produced unusual institutional depth; a multi-site, 500+ user scale of responsibility; dual-platform endpoint ownership (Windows and macOS) at the primary administrator level; primary administrator ownership of Microsoft Teams Rooms — device onboarding, licensing, software configuration, and ongoing AV/conferencing support; experience as the primary MSP liaison (Impact) — owning all coordination between internal stakeholders and MSP engineers on troubleshooting, networking, and email triage; hands-on patch management including failed deployment identification, remediation, and escalation via Intune, N-Able, and Impact; a documentation-first approach to incidents, deployments, and procedures; cross-functional collaboration with cybersecurity, infrastructure, operations, and external vendors; a deliberate customer-facing support orientation across deskside, remote, and phone channels; and a self-directed appetite for continuous learning that has him stacking three certifications and four AI tools credentials in roughly twelve months. The production-floor habits — calm under pressure, ownership through resolution, process awareness — translate cleanly into the rhythm of an enterprise help desk or SOC.

Target Roles

Garrett’s resume library is tailored toward a clear set of next-step roles, listed roughly in order of how aggressively he is positioning for each:

• IT Support / Technical Support Specialist

• Endpoint / Desktop / Deskside Support Specialist

• SOC Analyst / Security Operations Analyst (Tier 1)

• Security Operations / Cybersecurity Analyst with endpoint and identity emphasis

• Information Security Analyst with IAM emphasis

• Hybrid IT / Cloud / Cybersecurity engineer

• Endpoint Systems Specialist in multi-plant manufacturing settings The through-line across every variant is the same: a mid-career IT support specialist with deep enterprise Microsoft experience, transitioning into security and cloud with hands-on labs and stacked certifications.

Notes for Future Tailoring

A few items worth resolving before the next round of applications, surfaced while consolidating across all resume versions:

• Preferred job search title updated (July 1, 2026). Garrett’s job board “Preferred Job Title” (Monster.com and similar) is now “Systems Engineer / IT Support, Endpoint

& Identity Administration” — replacing the prior “Technical Support Specialist / IT Support, Endpoint & Access Administration.” Leading with “Systems Engineer” pulls better-matched hybrid Microsoft cloud/on-prem/MSP-style postings (e.g., Inviso) since job boards weight the first title term heavily in matching. Use “Systems Engineer” as the default resume title going forward for postings in this category, reserving “Technical Support Specialist” framing for Tier 1/2 helpdesk-leaning roles specifically.

• AZ-104 study confirmed (July 2026). Garrett is now actively studying toward AZ-104 (Azure Administrator Associate), progressing from Microsoft Azure Fundamentals coursework. Roles that list “AZ-104 or MS-102 held or in progress” as a requirement (common at MSP/consulting firms doing Azure + M365 hybrid work) can cite this directly — use the phrasing “AZ-104 (Azure Administrator) — in progress” rather than the older generic “Microsoft Azure Fundamentals” line.

• Patch management credential confirmed (June 2026). Garrett confirmed he coordinated patch remediation and escalated failed deployments through N-Able and Impact (MSP). This is a specific, verifiable credential — he tracked deployment status via Intune and N-Able, diagnosed failed installations, and routed escalations to Impact with diagnostic context. Surface this explicitly on any endpoint management, patch management, or vendor support role (e.g., Action1, Qualys, Tanium, Ivanti, similar). The language to use: “identified and remediated failed patch installations; escalated confirmed failures through N-Able and Impact with full diagnostic context.”

• MSP liaison (Impact) added (June 2026). Garrett confirmed he served as Nosco’s primary contact with Impact, their managed service provider. Impact managed SentinelOne, Proofpoint (email security), N-Able, and Microsoft 365. He handled all coordination with Impact engineers on troubleshooting escalations, security platform issues, networking, and email triage. This is meaningful context for MSP-side roles

(like Thrive) because it shows familiarity with the MSP service model from the client side — and specifically with the platforms MSPs commonly manage. Surface the platform list (SentinelOne, Proofpoint, N-Able, M365) explicitly on any MSP application.

• macOS primary admin credential added (May 2026). Garrett confirmed he was the primary administrator for both Windows and macOS endpoints at Nosco — including Mac onboarding/offboarding (particularly in the prepress department), macOS network/VPN troubleshooting, user access issues, and day-to-day Mac support. This was entirely absent from all prior resume variants and the previous profile. It should appear in the OS/endpoint skills section and the experience narrative on every applicable resume going forward.

• Date correction confirmed. Per Garrett’s confirmation on 2026-05-10, the Technical Support Specialist (IT) role actually started October 2020 (immediately following the Graphic Services Specialist role, which ended October 2020 — clean handoff, no gap). An earlier draft of these edits temporarily set the date to November 2022 based on a misstatement; that was reverted in the same session. All resume variants in this folder now reflect October 2020 / 2020. See Resume_Date_Corrections_Changelog.md in this folder for the per-file change record.

• Microsoft Teams Rooms primary admin credential added (July 2026). Garrett confirmed he was the primary administrator for Microsoft Teams Rooms at Nosco — responsible for onboarding Teams Rooms devices into the tenant, managing device licensing, configuring and maintaining the Teams Rooms software stack, and handling all ongoing hardware and software support for conference room technology. This credential is directly relevant for any role listing conference room technology, AV support, or video/web conferencing as a responsibility (e.g., Nixon Peabody, law firm IT, enterprise support roles). Surface explicitly in the experience narrative and skills section on any such application.

• Title inconsistency. Most resumes use “Technical Support Specialist.” The UST resume retitles it “IT Support & Security Analyst,” which appears tailored rather than reflecting an actual title change. Either is defensible — just keep them straight per audience.

• Tier seniority varies. Most resumes claim Tier 1 and Tier 2; the Evio Security and ATS variants stretch to Tier 2 and Tier 3. Keep the higher tier framing for security- focused applications where it is honestly defensible.

• Stale “in progress” wording. The April 2026 Full Resume still labels Coursiv as “In Progress” even though four Coursiv masters were earned in March 2026. The Coursiv certs should be promoted to “Completed” on every future variant.

• Microsoft Learn coursework itemized (May 2026). The six completed Microsoft Copilot Studio workshops (April 2025) were previously bundled into a vague

“Microsoft Learn coursework” line. All applicable resume variants in this folder were bulk-edited on 2026-05-10 to itemize them. Review the per-file confirmation in Resume_Date_Corrections_Changelog.md.

• Google Cybersecurity Certificate. Listed as “in progress” since at least January 2026. Worth either pushing to completion or noting which courses inside the program are already finished, so the line is concrete.

• Phone number missing from every reviewed resume. Worth adding for recruiter convenience.

• No degree listed anywhere. If a degree exists, it should be added; if not, the certification stack should continue to do the heavy lifting. Profile compiled May 2026 from 19 resume variants, 6 Microsoft Learn certificates, and 4 Coursiv certificates. Updated May 2026 to add macOS primary administrator credential

(previously undocumented). Updated June 2026 to add Impact MSP liaison role (previously undocumented). Updated June 17, 2026 to add Codecademy Learn Python with AI Skill Path

(Credential ID: 93686F47-E). Updated June 22, 2026 to add Codecademy Learn Prompt Engineering Course (Credential ID: FE567EED-4). Updated June 22, 2026 to add patch management / failed deployment remediation credential (confirmed by Garrett — Intune, N- Able, and Impact escalation). Updated July 1, 2026 to reflect active AZ-104 (Azure Administrator) study, progressing from Microsoft Azure Fundamentals. Updated July 1, 2026 to reflect new preferred job search title: “Systems Engineer / IT Support, Endpoint & Identity Administration.” Updated July 2, 2026 to add Microsoft Teams Rooms primary administrator credential (confirmed by Garrett — device onboarding, tenant enrollment, device licensing, software configuration, and ongoing hardware/software support for all conference room technology at Nosco; previously underdocumented). Updated July 12, 2026 to add mailing address (1400 Macarthur Drive, Waukegan, IL 60087) to the master contact line, confirmed by Garrett during a job application. Updated September 16, 2026 to add four additional Codecademy certificates confirmed on GW1971's Codecademy profile and cross-checked against LinkedIn's Licenses & Certifications section for credential IDs — Generative AI for Everyone Skill Path (Credential ID: 0527DD30-4, July 1, 2026), AI-Assisted Development with Codex CLI (Credential ID: 9CB89721-6), Token Usage Optimization (Credential ID: B8D5EC12-8), and Learn How to Use AI for Coding (Credential ID: F6F3BFD1-C) (latter three July 7, 2026) — bringing the total to six completed Codecademy credentials. LinkedIn and Indeed's built-in resume were both confirmed already current with all six Codecademy certificates as of this date.

Contact this candidate