Open to opportunities

Sleepy User

@sleepyuser

Senior cloud & infrastructure IT professional delivering white-glove executive support and SLA-driven service desk excellence.

United States

Message

What I'm looking for

I’m looking for a senior cloud & infrastructure role where I can deliver white-glove executive support, run device onboarding with Intune/Azure Autopilot, and improve SLA performance through ITIL processes, root-cause troubleshooting, and clear documentation.

I’m an IT professional with over 12 years of success in cloud infrastructure management, technical support, and service desk operations. I’m known for delivering white-glove support to executive-level stakeholders and resolving complex issues across enterprise environments with a focus on speed and quality.

I’ve led device onboarding and enterprise deployments using Intune and Azure Autopilot (Entra ID), while managing end-user readiness through clear documentation and training. I also bring strong root cause analysis and troubleshooting for hardware, network printers, and LAN/WAN networking configurations.

Across roles, I’ve maintained high SLA adherence and customer satisfaction—including 95%+ resolution and satisfaction outcomes at iHeartMedia. I’ve supported major enterprise environments and handled high-volume ticketing through platforms like ServiceNow, Remedy/ARS, and Jira.

I value continuous improvement, scalable IT solutions, and cross-functional collaboration. Whether I’m supporting healthcare systems or optimizing executive workflows, I bring a structured, ITIL-aligned approach to keep services reliable and users productive.

Experience

Work history, roles, and key accomplishments

Information Technology Support Engineer

Synergy BIS

Nov 2025 - Apr 2026 (5 months)

Review, prioritize, and resolve end-user support requests, including VPN/connectivity issues, account access, and hardware/software troubleshooting and deployment. Create and maintain support documentation and coordinate onboarding and inventory/compliance-related research using tools such as JIRA and ServiceNow.

Jira Remedy Sailpoint ServiceNow Microsoft Teams VPN User Account Management Virtualization Support end user support Confluence SharePoint Compliance Research

Senior Engineer, Cloud & Infrastructure

LTIMindtree

Jul 2024 - Jul 2025 (1 year)

Provided white-glove IT support to Toyota and Lexus executives and teams, helping resolve issues related to Dealer Daily, SmartPath, and incentives in collaboration with GMs and CEOs. Coordinated cross-functional efforts to streamline IT problem resolution, supported Tier 1/Tier 2 troubleshooting, and contributed documentation for product feature enhancements.

IT Support Troubleshooting Cross functional Coordination Documentation Root Cause Collaboration

Senior Service Desk Analyst

Wipro

Sep 2023 - Jul 2024 (10 months)

Assisted end users across Windows 11, iOS, and Android, managing high-volume tickets using SCCM to track and resolve software-related incidents. Troubleshot device hardware (including network printers) and supported enterprise applications while meeting SLA targets and quality benchmarks.

Windows 11 iOS Android SCCM Printers hardware troubleshooting Maximo Autocad GIS JAWS SLA

Service Desk Analyst & Migration Support

MergeIT/Computacenter

Jun 2022 - May 2023 (11 months)

Evaluated 150+ monthly service tickets and achieved a 95% customer satisfaction rate while supporting service desk and migration activities. Assisted with Microsoft Office 365 migrations, VPN monitoring, and secure remote access configurations, and guided device onboarding using Intune and Azure Autopilot for hardware security compliance.

Service Desk Customer Satisfaction Microsoft Office 365 Remote Access Intune

NOC Technician (Level 1)

iHeartMedia

Mar 2022 - Apr 2022 (1 month)

Routed and resolved 250+ service tickets monthly while troubleshooting computer hardware signal issues and broadcast outages using monitoring tools. Maintained network documentation using BigPanda, NextGen, PPM, SolarWinds, and Confluence.

Broadcast Outage Troubleshooting Monitoring Tools Bigpanda PPM Solarwinds Confluence

Help Desk Technician

GuideIT

Nov 2021 - Jan 2022 (2 months)

Provided front-line help desk support for hospital clinical information system access issues, including guiding staff through downtime procedures and software recovery during critical outages. Routed escalated tickets to specialized teams, documenting root causes and supporting Epic and Sorian platforms.

Clinical IT Support Epic System Downtime Procedures

Help Desk Analyst

Tech Mahindra

Dec 2019 - Nov 2021 (1 year 11 months)

Assisted healthcare staff with troubleshooting application errors across Cerner, Epic, Sorian, and Meditech environments, including work related to Active Directory. Evaluated and resolved 80+ daily support calls involving clinical hardware, account management, and system access, and routed Office 365 Suite assistance to maintain hospital productivity.

Cerner Epic Meditech Active Directory Account Management Office 365 Healthcare IT Support

Tier 2 Service Desk Analyst

Frontier Communications

Sep 2014 - Nov 2018 (4 years 2 months)

Assisted end users with Tier 2 support, troubleshooting LAN/WAN networking, VoIP, and television hardware connectivity issues. Reset passwords in Active Directory, used root cause analysis to reduce repeat incidents, and guided junior staff on incident tracking and hardware troubleshooting documentation.

VoIP Support TV Hardware Connectivity Active Directory Password Resets Root Cause Analysis Incident Tracking

Founder & Business Owner

Sleepy Hydraulic and Wheels

Apr 2003 - Jan 2008 (4 years 9 months)

Founded and managed a local business, evaluating marketing performance and driving a 35% increase in annual revenue. Supported business operations and customer retention programs for a 10-person team.

Business Operations Marketing Performance Analysis Customer Retention Revenue Growth Strategy Team Management