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IT Support Specialist | Systems Admin | Applications Support | Remote & On-Site Tech Expert | Expertise in O365, Azure Intune, Entra, AD, | Open to Work in both W2 and C2C Contract Roles via SMS Global Solutions LLC

Detail-oriented IT professional with 5+ years of experience delivering enterprise-level support across production systems, applications, and user environments. I specialize in resolving complex technical issues, managing high-volume ticket queues, and ensuring security compliance across platforms like ServiceNow, Freshdesk, Azure AD, and JAMF. Open to C2C Contract Roles via SMS Global Solutions

Throughout my career, I’ve supported critical business applications, performed smoke testing during deployments, authored support playbooks, and improved IT workflows by collaborating across technical and business teams. I’ve worked in high-demand environments supporting remote, hybrid, and onsite users—ranging from financial institutions and insurance firms to fast-paced call centers and large-scale onboarding events (including for Apple).

Proficient in user onboarding, access provisioning (Active Directory, Okta), application troubleshooting, system upgrades, and device management. Passionate about optimizing support processes, maintaining uptime, and making IT work better for people.

📌 Core Skills:
ServiceNow | Freshdesk | Azure AD | JAMF | Active Directory | Okta | Windows 10/11 | MDM | Office 365 | AV Support | SD-WAN | VoIP | Remote Technical Support | Application Troubleshooting

Providing part-time, on-demand IT consulting and support services to individuals and small businesses while actively seeking full-time opportunities in IT support and systems administration.

Delivering remote and on-site technical support for Windows and macOS environments
Troubleshooting networking issues, hardware/software problems, and user account access
Assisting clients with mobile device setup, email configuration, and system performance optimization. I specialize in delivering hands-on expertise across desktop and mobile device support, endpoint management, system performance optimization, and cloud-based administration.

Key services include:

Endpoint and desktop support (Windows/macOS)
JAMF administration and Apple device management
Microsoft 365, Intune, and Azure administration
Active Directory and user lifecycle management
Remote troubleshooting and on-site technical support
Production and application support (ServiceNow, Freshdesk)
I work with companies on both short-term and long-term engagements to improve system efficiency, reduce downtime, and provide seamless support for users and teams.

Freelance IT Support Specialist | Founder, SMS Global Solutions

As a Senior Production Engineer at Alliant, I specialize in ensuring the stability, security, and efficiency of our production environments. My role involves a mix of proactive system monitoring, rapid issue resolution, and strategic improvements, all designed to maintain high performance and minimize downtime for critical systems.

Key Responsibilities:
Delivered advanced technical support for multiple enterprise applications, managing high-volume ticket queues 
in ServiceNow and Freshdesk. 
Identified gaps in support workflows and collaborated on creating documentation and playbooks to standardize 
issue resolution. 
Authored detailed bug reports and product backlog items (PBIs) in Azure DevOps for triage and resolution by 
development teams. 
Ensured consistent end-user communication and diligent ticket follow-up, enhancing service quality. 
Managed identity and access tasks through Active Directory, Entra (Azure AD), and Okta. 
Participated in on-call rotations to provide timely off-hours incident response.

Senior Production Engineer

Responsible for maintaining and enhancing the company's corporate system environments, including hardware installation and maintenance; installing, upgrading, and supporting software and hardware; maintaining desktop security; monitoring and tuning of system resources; helpdesk troubleshooting and support. Responsible for deployment and replacement of laptops\PC’s as well as asset tracking.•	Provided comprehensive Technical Support and Systems Administration for Toshiba Corporate office in Lake Forest, CA, and supported Toshiba employees nationwide.
•	Expertly managed and maintained critical IT systems, including configuration and updates for O365, Cisco VPN, Exchange, SharePoint, OneDrive, Azure AD, and Teams.
•	Installed, configured, and supported a wide range of hardware and software for desktops, servers, and printers, ensuring optimal performance and reliability.
•	Efficiently managed employee access, security roles, and permissions using Active Directory.
•	Oversaw O365 user and tenant management, including the administration of Teams Channels and SharePoint.
•	Ensured user machines and devices adhered to Carbon Black security standards and company Group Policies for maximum security and compliance.
•	Performed thorough troubleshooting, repair, and maintenance of computer systems, minimizing downtime and enhancing user productivity.
•	Utilized ServiceNow ticketing system to efficiently manage and process support actions and requests, delivering timely and effective resolutions.
•	Imaged and prepared new machines for seamless integration into company networks and systems.

IT Systems & Support Engineer

Successfully led the migration and relocation of School's First employees’ workstations to a new location in Tustin, CA, ensuring minimal disruption.
Configured hardware, devices, software, and phones to streamline office moves and set up new employee workstations efficiently.
Imaged and prepared new computers for seamless integration into company networks and systems, enhancing productivity from day one.
Managed and updated equipment inventory, ensuring the availability of necessary replacement parts and consumable goods.
Referred major hardware or software issues or defective products to vendors or technicians, ensuring timely resolution and service.
Collected, analyzed, and reported data to support operational planning and decision-making processes.
Maintained accurate records of data communication transactions, problems, remedial actions, and installation activities to ensure comprehensive documentation.

IT Deployment & Support Technician

Delivered expert issue resolution and technical support for internal users of Mac and Windows systems through remote support services.
Provided comprehensive support for the Avaya Customer Call Center Elite system, ensuring smooth operations and user satisfaction.
Onboarded new employees by granting permissions and deploying software to devices using JAMF Apple Device Management.
Configured and troubleshooted mobile devices and WiFi, employing DUO Mobile for MDM security and authentication.
Offered end-user troubleshooting and desktop support for both Windows and Mac systems, utilizing the Cisco Webex platform for efficient communication.
Managed and processed support actions and equipment maintenance requests using ServiceNow ticketing systems.
Collaborated with cross-functional teams to ensure seamless integration and functionality of IT systems and services.

Remote IT Support Specialist

•	Enhanced network security by resolving complex internet connections, WIFI, and hardware issues using Cisco Meraki, Cradlepoint, SolarWinds API Cloud, and NPM Node monitoring portals.
•	Provided critical outage response and maintained remote network connections in real-time.
•	Improved customer satisfaction by resolving 100+ weekly inquiries via phone and email.
•	Facilitated smooth operations by collaborating with ISPs and NOCs for technician dispatch.

Network Operations Support Engineer

Find out detailed information about Saundra Sonnier, IT Support Specialist | Systems Admin | Applications Support | Remote & On-Site Tech Expert | Expertise in O365, Azure Intune, Entra, AD, | Open to Work in both W2 and C2C Contract Roles via SMS Global Solutions LLC in San Clemente, California

Saundra Sonnier: IT Support Specialist | Systems Admin | Applications Support | Remote & On-Site Tech Expert | Expertise in O365, Azure Intune, Entra, AD, | Open to Work in both W2 and C2C Contract Roles via SMS Global Solutions LLC in San Clemente, California