Open to opportunities

Ramon Grimsley

@ramongrimsley

Message

Senior IT specialist delivering reliable system administration, user support, and service‑delivery excellence.

United States

Message

What I'm looking for

I seek a hybrid or remote IT role focused on systems administration and high‑level user support, with opportunities to mentor, improve processes, and work with cross‑functional teams.

Senior Microsoft 365 and endpoint engineer with 17 years across enterprise and contract IT environments serving up to 5,000+ users worldwide. Daily work centers on identity and access (Azure AD / Microsoft Entra ID, Active Directory, Conditional Access, SSO and MFA), endpoint management through Microsoft Intune and Autopilot, and PowerShell automation for provisioning and configuration. Runs the full Microsoft 365 stack — Exchange Online, Teams, SharePoint, OneDrive — handles Tier 3 escalations, and holds a 95% SLA record across distributed teams. Moves comfortably between cloud administration and hands-on infrastructure, documents heavily, and has led and mentored distributed engineering teams.

Experience

Work history, roles, and key accomplishments

Current

Global Field Support III

Current

Cognizant-Hays Technology Solutions

Nov 2024 - Present (1 year 7 months)

Provide hybrid Tier 3 technical support for enterprise clients, resolving hardware, software, and connectivity issues across Windows and macOS while managing ticket workflows to meet SLAs and administering AD/Azure AD accounts.

ServiceNow Active Directory Azure AD Windows MacOS VPN Incident Management

Current

Global Field Support III

Current

Cognizant Technology

Nov 2024 - Present (1 year 7 months)

Administer Microsoft Intune and SCCM to manage device enrollment, configuration policies, compliance, and application deployments across Windows and macOS endpoints. Support zero-touch onboarding with Windows Autopilot and maintain security patching via WSUS, while handling Tier 3 desktop/application escalations and asset lifecycle processes.

Microsoft Intune SCCM Autopilot WSUS Conditional Access Microsoft 365 PowerShell

Senior I.T. Liaison

Hays Recruitment

Nov 2018 - Nov 2024 (6 years)

Supported 5,000+ hybrid/remote users, resolved 45–60 tickets per day with 95% SLA compliance, managed AD and O365 accounts, led imaging/deployment and created 200+ knowledge base articles adopted across support teams.

Active Directory Microsoft 365 Imaging Deployment Service Desk Ticketing Systems Asset Management VPN SLA Management

Senior IT Support Engineer

Hays Recruitment

Nov 2018 - Nov 2024 (6 years)

Led and mentored a distributed team of IT support engineers while serving as Tier 3 escalation authority for desktop and application deployment issues. Managed end-to-end device lifecycle and patching using SCCM and WSUS, administered Active Directory and Intune/MDM, and supported Microsoft 365 with Azure AD Conditional Access and SSO/MFA.

Team Leadership SCCM Intune Active Directory Conditional Access PowerShell