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Lonnie St Junior II

@lonniestjuniorii

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IT support engineer specializing in IAM, Microsoft 365, and endpoint security.

United States

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What I'm looking for

I am seeking a collaborative IT role focused on IAM, Microsoft 365, and endpoint security with opportunities to automate workflows, improve incident processes, and grow into broader systems or security responsibilities.

I am an IT Support Engineer with 7+ years delivering Tier 1–2 enterprise support across remote and on-site environments, focused on identity and access management, Microsoft 365 administration, VPN and network troubleshooting, and security-aware incident response. I consistently achieved 95%+ customer satisfaction, reduced ticket resolution time by 18%, improved first-contact resolution by 15%, and decreased security-related incidents by 25% through process improvements and technical documentation.

I have led user and group administration for Active Directory and Azure AD for 1,000+ users with zero major access incidents, built PowerShell and Python automation to streamline support workflows, and delivered AV, hardware, and cloud migration solutions that cut costs and improved productivity. I seek to bring practical, security-focused support and automation expertise to a collaborative IT team.

Experience

Work history, roles, and key accomplishments

IT Support Engineer

HCL Technologies

Oct 2022 - Mar 2024 (1 year 5 months)

Delivered Tier 1–2 remote enterprise support for Windows, Microsoft 365, VPN, and Active Directory, achieving 95%+ customer satisfaction and reducing average ticket resolution time by 18%. Managed AD and Azure AD for 1,000+ users with zero major access incidents and decreased security-related incidents by 25%.

Active Directory Azure AD VPN Troubleshooting Endpoint Security PowerShell

IT Support & Systems Consultant

Freelance

Jan 2019 - Jan 2024 (5 years)

Engineered remote IT and AV solutions for home offices and small businesses, improving client productivity by up to 40% and reducing operational costs by 15% through custom hardware, secure network setups, and cloud migration assistance.

Cloud Migration Security Best Practices Remote Support

Service Desk Analyst

AT&T

May 2018 - Oct 2019 (1 year 5 months)

Provided technical support for Microsoft 365, mobile devices, and account systems for 500+ clients, earning top satisfaction scores and reducing credential-related downtime by 30% through efficient AD credential management.

Active Directory Account Management Ticketing Customer Support VPN Troubleshooting

Electronic Technician

Adecco

Dec 2017 - May 2018 (5 months)

Repaired and quality-tested laptops, desktops, and mobile devices at component level, lowering post-repair defect rate by 12% and supporting lifecycle management for 100+ devices monthly.

QA Testing Lifecycle Management Diagnostics Soldering

IT Support Specialist

Netflix

Oct 2016 - Jul 2017 (9 months)

Managed 100–150 daily support tickets covering VoIP, networking, and account issues, reducing escalations by 20% and improving login success rates by 25% via improved AD and MFA support.

VoIP Active Directory Ticketing Systems Remote Support

Education

Degrees, certifications, and relevant coursework

The Los Angeles Film School

Bachelor of Arts, Digital Filmmaking

Pursuing a Bachelor of Arts in Digital Filmmaking with coursework in production and media creation; expected completion in 2027.

Southern New Hampshire University

Associate, Information Technology

Completed an Associate in IT with supplemental coursework in IT support fundamentals, networking, systems administration, Microsoft 365 administration, agile tools, and IT service management; degree conferred May 2025.