Courtney Emerson

At Withum Smith+Brown, I support the Houston office as a local IT contact within a 3,000+ employee organization, resolving about 80 weekly tickets across Microsoft 365, security, devices, networking, and access issues while maintaining a 97% customer satisfaction rate.

Previously at PKF Texas, I independently maintained the help desk for approximately 130 employees, managing around 100 tickets weekly while supporting endpoint management, Microsoft 365 administration, security reviews, onboarding, offboarding, vendor coordination, and client IT consultations. I also supported the transition to Caseware Working Papers, administered SharePoint permissions, and improved new-hire technology training and resource understanding by approximately 50%.

I bring CompTIA A+, Network+, Security+, CySA+, and PenTest+ certifications, along with hands-on experience in enterprise Microsoft environments, endpoint tools, vulnerability coordination, and AV collaboration technology. I'm also developing a Microsoft Copilot AI agent to improve IT ticket triage, routing, and service desk workflows.