At Santander Bank, I cut average handle time by 20% with PowerShell automation while supporting Active Directory, Microsoft Entra, Intune, Windows 365, MFA, and 400+ retail branch locations. I also consolidated 200+ user accounts during a cross-domain migration and resolved Tier 2 Citrix/NetScaler, access, and ServiceNow incidents.
I've delivered IT support across banking, MSP, data center, telecom, healthcare, and government environments, resolving 40–50 daily incidents at SAIC and achieving a 98% first-call resolution rate at Cox Communications. I bring hands-on experience with enterprise identity, endpoint management, networking, virtualization, ticketing systems, and Cisco infrastructure.
