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Alaiyah Anthony

@alaiyahanthony

Message

I lead multi-site end-user support operations, ITSM workflows, and endpoint management.

United States

Message

What I'm looking for

I'm looking to lead hands-on end-user support and service desk operations, improving ITSM workflows, endpoint management, SLA performance, and team development across distributed organizations.

I've led end-user support operations for Viasat's Energy Services division, supporting 600–800 users across 13 global sites after the RigNet acquisition. I managed a 15-person team across three regions while staying hands-on with tickets and escalations.

I owned Jira Service Management and ServiceNow workflows, SLA governance, reporting, and offshore handoffs. Through acquisition integration and workforce reduction, I sustained roughly 80% SLA compliance while reducing escalations by about 20% and improving operational efficiency by about 30%.

At Houston's First Baptist Church, I run multi-campus support, lead a two-person team, and serve as Microsoft 365 global administrator. I manage Intune, Autopilot, Entra ID, Teams, Defender, Jamf Pro, asset lifecycle processes, access reviews, migrations, and user training.

Earlier, I delivered managed services at PennComp and supported server, network, asset management, and regulated healthcare environments. I build practical documentation, develop support teams, and use process improvement to make service more consistent across distributed organizations.

Experience

Work history, roles, and key accomplishments

Current

Lead IT Associate

Current

Houston's First Baptist Church

Jul 2016 - Present (10 years 2 months)

Run end-user support for a multi-campus organization, leading a 2-person team and managing the Jira Service Management queue. Serve as Microsoft 365 global administrator and own IT asset lifecycle tracking and the SOP and knowledge library.

Jira Service Management Microsoft 365 Intune Entra ID Teams Microsoft Defender Jamf Autopilot Application Packaging Compliance Policy Management IT Asset Lifecycle Management SOP Documentation Access Reviews Platform Migration Managed Services Provider Management

Service Desk Manager

Viasat

Mar 2022 - Mar 2026 (4 years)

Owned end-user support operations for Viasat's Energy Services division, leading a 15-person team across three regions and managing ITSM workflows, SLAs, and reporting. Drove continuous improvement and stayed hands-on with tickets and escalations.

Jira Service Management ServiceNow Microsoft Intune Autopilot Entra ID Okta Microsoft Defender Jamf SLA Governance Incident Management Problem Management Escalation Management Team Leadership Offshore Coordination Process Improvement Vaya AI PowerShell

Systems Engineer

PennComp

Jan 2014 - Jul 2016 (2 years 6 months)

Delivered managed services for SMB and enterprise clients, carrying a live multi-client queue through ConnectWise Manage. Administered Windows Server environments and built runbooks for recurring procedures.