Senior Systems Administrator (Help Desk Technician II) at MarketStar
Jun 2025 – PresentI serve as the primary escalation point for the tech team, handling complex issues beyond Tier I scope and providing hands-on guidance and training to fellow technicians. I administer FreshService, where I have built and manage 30+ automations that control ticket flow, automate responses, create child tasks, and enforce proper ticket handling across a global support environment. I run security investigations using Microsoft Defender and Purview, including device isolation, account restriction, RAM and log collection, application install analysis, and written incident reports escalated to senior security teams. I also manage security groups and Entra ID licensing across the organization, administer 1,700+ endpoints through Microsoft Intune, serve as the primary company contact for Dialpad, and maintain FreshService API integrations that feed data into Power BI dashboards.