Open to opportunities

Tiffany Burns

@tiffanyburns

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I am a results-driven senior system engineer specializing in Microsoft 365 and cybersecurity for federal environments.

United States

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What I'm looking for

I'm seeking a senior IT support or systems engineering role in a mission-driven organization where I can apply Microsoft 365, endpoint management, and cybersecurity skills to improve uptime, automate processes, and mentor teams.

I am a results-driven senior system engineer with nearly a decade of experience in IT operations, cybersecurity, and customer support for federal agencies. I focus on dependable operations, clear documentation, and measurable system improvements.

I led enterprise Microsoft 365 operations for 18,000 users, sustaining 99.99% uptime and closing FISMA audits with no findings. I streamlined vulnerability-remediation playbooks to cut mean-time-to-resolve 20%, authored 30+ step-by-step guides, and ran webinars that increased self-service 25% while lowering repeat tickets 15%.

I deliver endpoint imaging and secure deployments via SCCM/MDT, automate checks with PowerShell, and coordinate cross-team incident war-rooms to reduce resolution times. I hold CompTIA Security+ and bring a pragmatic, audit-ready approach to systems engineering, training, and process improvement.

Experience

Work history, roles, and key accomplishments

Senior System Engineer

Akumen Inc.

Mar 2020 - Jun 2025 (5 years 3 months)

Led enterprise Microsoft 365 operations for 18,000 users, sustaining 99.99% uptime and zero critical outages; streamlined vulnerability remediation to cut MTTR 20% and closed FISMA audits with no findings.

Exchange Online Teams ServiceNow SCCM PowerShell

SharePoint Support Technician

Buchanan & Edwards

Aug 2019 - Mar 2020 (7 months)

Executed SharePoint Online/OneDrive migration of 2 TB across 1,200 sites with 100% cut-over success and remapped Azure AD permissions; improved KB and training to raise first-call resolution 10% and trim how-to tickets 25%.

SharePoint Online Azure AD PowerShell ServiceNow

Customer Service Engineer

AKIMA

Feb 2019 - Aug 2019 (6 months)

Supported 16,000 DEA personnel via phone, chat, and deskside averaging 100+ calls and 40 tickets per shift while maintaining ≥98% SLA and 85% FCR; imaged/deployed 1,200 endpoints and enforced mobile security to reduce jailbreak events 40%.

SCCM Exchange Online Active Directory Incident Management Service Desk Imaging Endpoint Security

IT Senior Consultant

Frontier Inc.

Nov 2016 - Sep 2018 (1 year 10 months)

Produced briefs guiding a $45M cyber budget and NIST-RMF roadmaps and updated SOPs to lift audit-readiness scores 20%; co-led a SharePoint migration that reduced page-load times 25% and removed PII.

Risk Management SharePoint SOP Development Root Cause Analysis Stakeholder Management Access Control

System Operator

KTC Inc.

Apr 2016 - Oct 2016 (6 months)

Handled 50+ Tier 1 AHLTA/CHCS calls daily with >90% first-contact resolution and installed/troubleshot workstations per HIPAA/DoD policy, restoring uptime within a 15-minute average.

CHC ServiceNow Desktop Support HIPAA Imaging Incident Management