Operational Depth
Real work across Entra ID, Active Directory, Exchange, access administration, and enterprise issue resolution.
Enterprise Systems • Identity • Workflow Thinking
Modern IT operations with a ServiceNow-style lens.
IT Systems / IAM specialist supporting enterprise identity, email, and infrastructure at Acacia Network, with a portfolio focused on translating real-world operations into ServiceNow-aligned ITSM workflows and implementation patterns.
Tools
Enterprise platforms used across identity, security, infrastructure, and operations.
Microsoft Entra ID
Active Directory
Azure Portal
Microsoft 365 Admin
Exchange Admin Center
Microsoft Defender
SharePoint Admin
OneDrive
ADManager Plus
InvGate
CrowdStrike Falcon
Cisco Meraki
Cisco Umbrella
Check Point Infinity
Barracuda Email Security
Nutanix Prism
Rubrik
Okta
Atera
About
Technical enough for hiring managers. Clear enough for everyone else.
I am an IT systems professional with hands-on experience in identity, messaging, access, and enterprise support operations. At Acacia Network, the environment is not built on ServiceNow, but I consistently frame work through ITSM principles like structured intake, prioritization, ownership, and process improvement. Alongside that work, I continue building a ServiceNow-centered portfolio through labs, workflow design, CMDB learning, and implementation-based projects.
ServiceNow Framing
Translating admin work into workflow logic, ITSM language, structured service delivery, and implementation storytelling.
Business Process Thinking
Focused on making support cleaner, more trackable, and more scalable through better design and clearer ownership.
Experience
Work that blends systems administration with workflow-driven thinking.
IT Systems / Infrastructure Support • Acacia Network
Acacia Network
Supported identity and access administration across Entra ID, on-prem Active Directory, shared resources, and Microsoft 365 services.
Troubleshot mailbox delivery issues, permissions, shared access, and operational requests affecting end users and departments.
Worked with platforms such as InvGate, ManageEngine ADManager Plus, Exchange, Entra ID, and security/admin tooling.
Applied a ServiceNow-style mindset by organizing work through structured support, prioritization, ownership, and process consistency.
Systems & Process Implementation • Bical Cadillac
ServiceNow-Aligned
Helped convert manual business operations into a structured workflow model with clearer task ownership and department handoffs.
Mapped intake across migrated CRM data, online inquiries, and manual walk-ins into a centralized customer workflow path.
Designed task routing logic across sales, management, DMV, and finance to improve coordination from inquiry to delivery.
Used ServiceNow-oriented workflow thinking to standardize fulfillment activity and reduce process fragmentation.
IT Systems Administration • Verizon
Enterprise Support
Supported enterprise IT operations in a structured environment where consistency, urgency, and service ownership mattered.
Built experience around standardized support processes and the expectations of scalable ticket-driven operations.
Gained exposure to platform transition work involving ServiceNow-related service management concepts.
Strengthened the enterprise support foundation that now informs my ServiceNow and implementation growth path.
Projects
Resume-ready projects built from real work and portfolio thinking.
Portfolio projects derived from real Acacia Network work, structured to reflect enterprise problem-solving, tooling, and ITSM-aligned implementation thinking.
Email Relay & Printer Communication Fix
Problem: Devices unable to send emails due to relay failures and domain rejection.
Solution: Configured SMTP relay with M365 connectors and IP authentication.
Tools: Exchange Online, SMTP Relay, ManageEngine
Impact: Restored scanning/email functionality across departments.
OneDrive Orphaned Data Recovery
Problem: Data owned by deleted user inaccessible beyond retention period.
Solution: Retrieved via Rubrik backup and reassigned ownership.
Tools: Rubrik, OneDrive, M365
Impact: Prevented data loss and restored business continuity.
IAM Lifecycle & AD Sync Management
Problem: Inconsistent provisioning between AD and Entra ID.
Solution: Structured OU sync and automated lifecycle management.
Tools: Active Directory, Entra ID, ADManager Plus
Impact: Reduced onboarding/offboarding errors.
CrowdStrike Endpoint Visibility Enhancement
Problem: Limited monitoring of USB/removable media activity.
Solution: Configured webhook integrations and tuned policies.
Tools: CrowdStrike Falcon
Impact: Improved endpoint security visibility.
Email Flow & Distribution Troubleshooting
Problem: Email delivery failures across groups and domains.
Solution: Analyzed routing, rules, and Defender logs.
Tools: Exchange Online, Defender
Impact: Restored communication reliability.
Transport Rule Automation (OOO Tracking)
Problem: No centralized tracking of time-off notifications.
Solution: Created keyword-based rule with auto-BCC to shared mailbox.
Tools: Exchange Mail Flow Rules
Impact: Automated visibility for management.
Identity & Access Administration Operations
Supported user access, account lifecycle activity, and identity troubleshooting across enterprise systems.
Exchange Mail Flow & Delivery Support
Worked through mailbox delivery issues, permissions, and sender/domain-related messaging problems.
ITSM Framing for Non-ServiceNow Operations
Applied structured service delivery thinking to real operational support work at Acacia Network.
Customer Workflow Automation Model
Built process logic for routing business tasks across teams from intake through delivery.
Skills
Tools and strengths that connect operations to implementation.
Core Focus
My strongest value sits at the intersection of systems administration, enterprise support, and ServiceNow-style process thinking. That is what ties the Acacia Network work to the portfolio story.
Identity & AccessEntra ID, AD, user lifecycle, permissions
Messaging & M365Exchange Online, mail flow, shared access
ServiceNow ConceptsITSM, workflow logic, CMDB fundamentals
Admin PlatformsInvGate, ADManager Plus, M365 consoles
OperationsTroubleshooting, escalation, documentation
Workflow ThinkingIntake, routing, standardization, process design
Identity & Access
Entra ID, AD, user lifecycle, permissions, and authentication support.
Messaging & M365
Exchange Online, mailbox permissions, distribution behavior, and mail flow support.
ServiceNow Concepts
ITSM, workflow logic, CMDB foundations, and implementation framing.
Admin Platforms
InvGate, ADManager Plus, Microsoft 365 administration, and enterprise consoles.
Operations
Prioritization, structured troubleshooting, documentation, and escalation handling.
Contact
Built to be updated in one place.
Reach out for opportunities related to IT systems administration, IAM, or ServiceNow-focused roles.
Current Positioning
Enterprise systems administrator with hands-on Acacia Network experience in identity, access, email, and support operations, paired with a ServiceNow portfolio focused on workflow design, CMDB learning, and implementation-oriented process improvement.