Ramon Grimsley
@ramongrimsley
Senior IT specialist delivering reliable system administration, user support, and service‑delivery excellence.
United StatesWhat I'm looking for
I am a Senior Information Technology Specialist with 16 years of hands‑on experience providing system administration and tiered technical support in fast‑paced, user‑focused environments.
I deliver hybrid Global Tier 3 support across Windows, macOS, and Linux, handling Active Directory/Azure AD administration, device imaging and deployment, and Microsoft 365 administration while consistently meeting SLAs.
I manage ticket workflows in ServiceNow and other ITSM tools, authored 200+ knowledge base articles, and resolved high volumes of incidents with strong customer satisfaction and escalation handling for VIPs and executives.
I collaborate across networking, cybersecurity, and vendor teams, mentor junior staff, and focus on improving processes, asset management, and end‑user experience.
Experience
Work history, roles, and key accomplishments
Global Field Support III
Cognizant-Hays Technology Solutions
Nov 2024 - Present (1 year 6 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.
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.
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.
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.
Education
Degrees, certifications, and relevant coursework
Paul R. Wharton High School
Diploma, General Education
Completed high school diploma at Paul R. Wharton High School.
Paul R. Wharton High School
High School Diploma, General Education
Earned a high school diploma from Paul R. Wharton High School.
Remington College
Associate Degree, Computer Network Administrator
Completed an associate degree program at Remington College.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Social media
Job categories
Skills
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