Wayne Zietsman

Resolved L2/L3 issues across Microsoft 365, Windows operating systems, and hybrid Active Directory environments. Supported Exchange Online user access and investigated AD Connect synchronization problems. Managed VPN setup and troubleshooting for remote users and administered virtual machines and server environments. Deployed and supported UniFi wireless infrastructure while providing remote assistance and handling SLA-based ticket queues.

Monitored and supported network infrastructure based on Cisco, Fortinet, Aruba, and Meraki. Assisted with troubleshooting for firewalls, switching, and wireless connectivity to minimize business downtime. Contributed to network documentation and supported security improvements and incident resolution.

Provided systems administration support across cloud services and endpoint environments. Managed user accounts and permissions while supporting security controls. Assisted with IT infrastructure tasks and troubleshooting across hardware, software, and related database support while handling a daily ticket workload for internal users.

Delivered end-user support for devices, applications, and enterprise systems. Managed Active Directory user accounts and access permissions and provided both remote and on-site technical assistance. Maintained ticket documentation and supported a high-volume support workflow for a large user base.

Provided advanced L2/L3 technical support and escalation handling for enterprise IT issues. Supported endpoint security using Kaspersky Endpoint Security and assisted with vendor coordination for IT infrastructure projects. Maintained a high-volume ticket queue, supporting hundreds of users while contributing to reliability improvements.

Resolved complex infrastructure and application incidents in enterprise environments. Managed incident, problem, and change request workflows and contributed to service improvement and system optimization. Supported initiatives related to automation and performance monitoring to improve operational stability.

Delivered enterprise desktop support to a large user population. Managed system deployments, updates, and troubleshooting while providing user training and technical guidance. Supported a high-volume ticket queue and ensured timely resolution of end-user issues.

Supported desktop systems, end users, and general IT infrastructure. Assisted with IT projects, deployments, and maintenance, including domain migrations performed twice. Managed a continuous ticket workload for a multi-hundred user base.