Michael Dawson

Provide Tier II support for Windows, macOS, and mobile devices, resolving complex user issues across LAN/WAN, VPN, and VoIP environments. Manage Active Directory (GPOs, OUs, and accounts), Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), and ServiceNow incidents and requests. Deploy and image endpoints with SCCM, Intune, and Autopilot; handle patching, compliance, and MFA/SSO (Okta, Azure AD) issues. Write knowledge base articles and support system upgrades and migrations.

Unboxed, inspected, and tested 600+ monitors and peripheral IT equipment to verify functionality before deployment. Documented and organized hardware for distribution while collaborating with the IT team on quality control and end-user readiness. Maintained an efficient workspace throughout large-scale equipment intake.

Compiled daily sales and order reports to support inventory planning and fulfillment for a remote e-commerce business. Coordinated with the owner on order processing and shipping, responded to customer inquiries and refund requests, and prepared shipping labels to keep operations running smoothly.

Supported help desk tickets, imaged laptops for new hires, and repaired hardware on ESXi servers. Assessed network vulnerabilities, monitored Rapid7 reports, and deployed BloodHound and PlumHound to remediate Active Directory risks. Maintained Lansweeper inventory and optimized AD GPOs, groups, and security settings while supporting patching and OS upgrades.

Developed and executed Security Assessment Plans (SAPs) aligned with NIST, FISMA, and FIPS requirements. Assessed controls using NIST SP 800-53A Rev. 4 and contributed to Security Assessment Reports (SARs) documenting deficiencies and remediation strategies. Reviewed and enhanced System Security Plans (SSPs) to maintain federal cybersecurity compliance.