Jacob User
@jconklinlee
IT operations engineer focused on identity, device management, and user-first support.
United StatesWhat I'm looking for
I’m an IT Operations Engineer who blends people-first support with hands-on systems administration. I’ve spent ten years in people-facing roles before moving into IT, so I’m comfortable translating complex work for non-technical users.
In my current role on the IT ops team supporting a 3,000 person organization, I handle identity management, device administration, and end user support across a globally distributed workforce. I work daily in JumpCloud and Okta for user provisioning, deprovisioning, SSO configuration, SCIM syncing, and license management across 15+ SaaS applications.
I also administer the macOS and Windows device fleet through JumpCloud and Kandji, including Apple Business Manager enrollment, policy enforcement, and FileVault. I manage Google Workspace administration (user accounts, groups, Drive permissions, and 2SV enforcement) and support 1Password vault management and account recovery, while overseeing Slack workspace administration and integrating Verkada security systems with broader infrastructure like Cisco Meraki and VMware vSphere.
Before that, I provided tier 1 and 2 support as a Technical Support Analyst, supporting enterprise payroll clients under strict SLA requirements and building strong documentation and escalation habits. I’m Google Cybersecurity certified, hold an active U.S. Secret clearance, and I take pride in clear communication and documentation that’s actually useful—especially when I can help someone who has no technical background.
Experience
Work history, roles, and key accomplishments
IT Operations Engineer
Applied Intuition
Sep 2025 - Present (9 months)
Support IT operations for a 3,000-person organization by managing identity, user provisioning, SSO configuration, and license administration for 15+ SaaS applications using JumpCloud and Okta. Administer macOS/Windows device fleets and Google Workspace, enforcing security policies while providing end-user support for a globally distributed workforce.
Volunteer Tech & Web Admin
Radiant Church
Jan 2022 - Present (4 years 5 months)
Led a volunteer team of 4–6 to support weekly live production events, making real-time operational decisions under pressure. Built and designed public-facing web pages and helped optimize internal systems including user account management.
Technical Support Analyst
ADP
Feb 2025 - Sep 2025 (7 months)
Provided tier 1 and 2 support for enterprise payroll clients, resolving ticket queues under strict SLA requirements. Translated complex payroll system issues into clear next steps for non-technical clients and improved escalation practices with complete context.
Head Brewer / Technical Consultant
Ironbark Brewing Co
Jan 2020 - Jan 2024 (4 years)
Led brewing operations including team management, vendor relationships, equipment maintenance, quality control, and regulatory compliance. Built production SOPs, trained staff at all levels, and managed tasting room operations to maintain service quality under operational pressure.
Distillery Head
Grand River Brewery
Jan 2018 - Jan 2020 (2 years)
Oversaw distillation operations and staff training in a compliance-heavy production environment. Authored TTB regulatory documentation and SOPs and coordinated cross-department execution while balancing customer-facing service with regulated production demands.
Store Manager
DiscTraders
Jan 2016 - Jan 2017 (1 year)
Managed a retail team of 10+ across hiring, scheduling, training, and performance management. Built the company’s first structured performance review and compensation process while maintaining high-standard customer relationships.
Department Supervisor
The Home Depot
Oct 2013 - Jan 2016 (2 years 3 months)
Led a specialty department team in a high-volume retail environment while consistently hitting customer service and sales targets. Managed custom/specialty orders and coordinated between customers, vendors, and internal fulfillment, using performance data to improve processes.
Education
Degrees, certifications, and relevant coursework
CompTIA
CompTIA Security+, Cybersecurity
Pursuing the CompTIA Security+ certification (in progress).
Google Cybersecurity Certificate, Cybersecurity
Completed the Google Cybersecurity Certificate. Holds an active U.S. Secret clearance.
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
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