Ramon Grimsley

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.