Open to opportunities

Daniel Williams

@danielwilliams2

Message

Customer-focused Systems Administrator specializing in cloud, endpoint, and infrastructure operations.

United States

Message

What I'm looking for

I seek a hands-on infrastructure/support role where I can own SLA-driven operations, automate workflows, mentor teams, and improve endpoint and cloud reliability.

I am a customer-focused IT support and systems administrator with broad experience across Microsoft 365, Intune, Jamf, Azure Virtual Desktop, cloud servers, and hybrid infrastructure. I consistently handle high-volume and escalated incidents while owning SLAs, automating repetitive tasks with PowerShell and Python, and improving end-user experience for executives and technical users alike.

I have delivered hands-on administration of Entra ID/Active Directory, Okta, MFA, VPNs, firewalls, VoIP, Datto/Kaseya RMM, and SaaS platforms while mentoring junior technicians and driving root-cause fixes. My background includes enterprise migrations, image management, monitoring and alerting, policy administration, and white-glove support across municipal and corporate environments.

Experience

Work history, roles, and key accomplishments

Current

Systems Administrator

Current

GlobalSolutions Group

Jul 2024 - Present (1 year 8 months)

Provide Level 1–2 white-glove technical support and infrastructure administration for municipal and enterprise clients, maintaining SLA performance while resolving cloud, endpoint, networking, and SaaS incidents and reducing escalations through root-cause fixes.

Azure Virtual Desktop Microsoft 365 Intune PowerShell Datto RMM SaaS Administration

IT Support Engineer

Aquent

May 2022 - Jul 2024 (2 years 2 months)

Resolved high daily ticket volumes across Level 1–3 escalations in enterprise environments, led critical incident restores and SaaS migrations, and automated onboarding/offboarding to improve MTTR and operational efficiency.

Microsoft 365 Okta Intune PowerShell REST APIs SQL Endpoint Security ServiceNow

IT Help Desk Technician

Ford Motor Company

Apr 2021 - May 2022 (1 year 1 month)

Processed high volumes of Remedy ITSM tickets and delivered Level 1–2 workstation and account support, managed AD provisioning and gold image creation to support large-scale workstation deployments.

Active Directory Windows Imaging Deployment Ticketing Password Resets Troubleshooting SLA Management

IT Support Specialist

SiteOne Landscape Supply

Aug 2017 - Apr 2021 (3 years 8 months)

Promoted to Escalation Team Lead to manage Level 2+ tickets and mentor staff while standardizing onboarding/offboarding, supporting POS and VoIP systems, and improving cross-site response and resolution times.

Escalation Management Active Directory VoIP POS Support DNS DHCP VPN SaaS Management

Technical Support Analyst

Audatex

Jan 2017 - Aug 2017 (7 months)

Resolved Level 1–2 tickets for insurance and automotive clients on the Audatex SaaS platform, reduced claim submission errors, and escalated critical bugs to engineering to improve client throughput.

SaaS Support Troubleshooting Escalations Client Training Ticketing

Technical Specialist

Apple

Dec 2015 - Jan 2017 (1 year 1 month)

Delivered high-volume Level 1–2 support for macOS/iOS devices and Apple services, handled Genius Bar escalations, and provided customer training and device diagnostics to maintain satisfaction metrics.

MacOS iOS Diagnostics Customer Support Account Recovery Product Knowledge

Education

Degrees, certifications, and relevant coursework

Southfield-Lathrup High School

High School Diploma, General Secondary Education

2005 - 2009

Activities and societies: Completed coursework and participated in school activities; followed by industry certifications and technical trainings in IT and device management.

High School Diploma from Southfield-Lathrup High School, completed coursework and activities during 2005–2009.