At Rollins, Inc., I've supported enterprise users, endpoints, identity services, and business-critical infrastructure for more than 10 years. I currently serve as an escalation resource for Tier II-III issues across Microsoft 365, Exchange Online, Active Directory, Microsoft Entra ID, ServiceNow, SCCM, and VMware environments.
I've administered access, account lifecycles, permissions, groups, authentication support, and privileged-access processes, including Microsoft LAPS. I also supported two corporate data centers and a VMware environment with more than 150 virtual machines, while reducing escalations by 25% through root cause analysis and preventive solutions.
Earlier at Rollins, I resolved 1,119+ tickets in 2019 with a 97% Excellent Customer Satisfaction rating. I helped migrate more than 100 telesales employees and trained and supported 150+ employees during the transition to remote work.
I translate technical findings into clear guidance for non-technical users and work closely with infrastructure, application, security, vendor, and remote engineering teams to resolve high-impact incidents.
