Operational Depth
Enterprise support across Entra ID, Active Directory, Exchange, access administration, and operational issue resolution.
Enterprise Systems • Identity • ITSM
Enterprise systems administration with ITSM alignment.
Enterprise Systems Administrator focused on identity, messaging, and ITSM-aligned service delivery, with hands-on experience in ServiceNow administration and integrations.
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
Enterprise systems administration across identity, messaging, and service operations.
IT systems administration experience across identity, messaging, access, and enterprise support operations. Current work at Acacia Network centers on enterprise systems support, while ServiceNow development focuses on ITSM workflows, CMDB, integrations, and process automation.
ServiceNow Administration
ServiceNow administration, ITSM workflows, CMDB concepts, integrations, and process standardization.
Process Design
Process design focused on standardization, ownership, routing, and operational consistency.
Experience
Experience across enterprise systems, identity, and ITSM-aligned operations.
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 ITSM practices through structured support, prioritization, ownership, and process consistency.
Systems & Process Implementation • Bical Cadillac
ServiceNow-Aligned
Converted 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.
Standardized fulfillment activity and reduced process fragmentation across teams.
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 scalable ticket-driven operations.
Gained exposure to platform transition work involving ServiceNow-related service management concepts.
Built the foundation for current ServiceNow and enterprise systems work.
Projects
Projects based on enterprise systems work, focused on ITSM implementation.
Projects based on enterprise systems work, focused on ITSM processes, integrations, and automation.
Identity Lifecycle Automation
Problem: Inconsistent onboarding/offboarding without approvals or standard steps.
Solution: Defined intake → approval → provisioning → closure. Standardized onboarding and deprovisioning. Automated account creation, licensing, and access removal.
Tools: ServiceNow, ADManager Plus, Active Directory, Entra ID, Microsoft 365
ITSM Process Implementation (Incident & Request)
Problem: No standard process, ownership, or tracking for requests/incidents.
Solution: Defined incident/request workflows, assignment groups, and escalation paths. Structured intake and fulfillment.
Tools: ServiceNow, InvGate, Active Directory
User Provisioning Integration
Problem: No centralized sync between identity and ITSM.
Solution: Integrated ServiceNow with Entra via REST. Built Import Sets and Transform Maps. Mapped and auto-populated user records.
Tools: ServiceNow, Entra ID, Microsoft Graph API, OAuth 2.0
SSO & Authentication Integration
Problem: Login failures due to auth misconfiguration.
Solution: Configured SSO with Entra ID. Resolved OAuth/token issues. Standardized authentication flow.
Tools: ServiceNow, Entra ID
Workflow Automation & Task Orchestration
Problem: Manual onboarding/offboarding tasks caused delays.
Solution: Automated multi-step provisioning/deprovisioning. Defined task sequencing across systems.
Tools: ServiceNow, ADManager Plus
Incident Reassignment Automation
Problem: Incidents assigned to inactive users.
Solution: Detected inactive users and reassigned to support groups to maintain ownership.
Tools: ServiceNow
CMDB & Service Mapping
Problem: Poor visibility into user/system relationships.
Solution: Structured relationships between users, groups, and apps. Improved service dependency visibility.
Tools: ServiceNow, Active Directory
Access Governance & RBAC
Problem: No centralized access control across systems.
Solution: Implemented group-based RBAC. Standardized access assignment and removal.
Tools: ServiceNow, Active Directory, ADManager Plus
Reporting & Operational Visibility
Problem: Limited visibility into users, licensing, and activity.
Solution: Built reports for lifecycle, licensing, and security metrics to support operations.
Tools: ServiceNow, Microsoft 365, ADManager Plus
REST API Integration
Problem: No automated data exchange between systems.
Solution: Built inbound/outbound REST integrations. Configured auth and data mapping for sync.
Tools: ServiceNow, REST APIs, Microsoft Graph API
Identity Lifecycle Automation
Standardized onboarding/offboarding with automated provisioning and access removal. (ServiceNow, ADManager Plus, AD, Entra, M365)
ITSM Process Implementation
Defined incident/request workflows, assignment groups, and escalation paths. (ServiceNow, InvGate, AD)
User Provisioning Integration
Integrated ServiceNow with Entra using REST, Import Sets, and Transform Maps. (ServiceNow, Graph API)
SSO & Authentication
Configured SSO and resolved OAuth/token issues. (ServiceNow, Entra ID)
Workflow Automation
Automated provisioning/deprovisioning with task sequencing. (ServiceNow, ADManager Plus)
Incident Reassignment
Reassigned tickets from inactive users to maintain ownership. (ServiceNow)
CMDB & Service Mapping
Defined relationships between users, groups, and applications. (ServiceNow, AD)
Access Governance
Implemented group-based RBAC and standardized access control. (ServiceNow, AD)
Reporting
Built reports for lifecycle, licensing, and security metrics. (ServiceNow, M365)
REST Integrations
Built API integrations for automated data sync. (ServiceNow, Graph API)
Skills
Technical capabilities across enterprise systems and ITSM.
Core Focus
Systems administration, identity management, and ITSM-driven service delivery across enterprise environments.
Identity & Access
Entra ID, Active Directory, lifecycle management, permissions
Messaging & M365
Exchange Online, mail flow, shared mailboxes, permissions
ServiceNow
Administration, ITSM workflows, CMDB, user provisioning, integrations
Security
Defender, CrowdStrike, email security, identity protection
Admin Platforms
InvGate, ADManager Plus, M365 admin centers
Operations
Troubleshooting, escalation, documentation, ownership
Identity & Access
Entra ID, Active Directory, lifecycle management, permissions.
Messaging & M365
Exchange Online, mail flow, shared mailboxes, permissions.
ServiceNow
Administration, ITSM workflows, CMDB, user provisioning, integrations.
Security
Defender, CrowdStrike, email security, identity protection.
Admin Platforms
InvGate, ADManager Plus, Microsoft 365 admin centers.
Operations
Troubleshooting, escalation, documentation, and ownership.
Contact
Contact
Available for roles in ServiceNow administration, ITSM implementation, and enterprise systems support.
Current Positioning
Enterprise Systems Administrator with experience across identity, access, email, and support operations, combined with ServiceNow administration, ITSM workflows, CMDB, and integrations.