Case Studies
Selected enterprise work.
Real projects across identity, MFA, endpoint, migrations, and operational security. All artifacts are sanitized — no confidential employer data, credentials, or internal identifiers.
Acrisure
Hypercare acquisition integrationEnterprise Domain Migration
Standardized the end-to-end migration of newly acquired companies into Acrisure's Microsoft environment.
Enterprise (sanitized)
Leadership without authorityLeading a Hypercare Queue Without Formal Authority
Stepped up to coordinate an assigned hypercare queue team — huddles, a dedicated Teams space, coaching, and workload redistribution — while holding strong individual ticket production.
Enterprise (sanitized)
AI-assisted documentationAI-Augmented Enterprise Knowledge Management
Used AI as an acceleration layer — not a substitute — to produce an accurate, validated ServiceNow knowledge article for a Teams-integrated RingCentral sign-in workflow.
Enterprise (sanitized)
Recurring Entra ID identity supportMFA Re-Registration with Temporary Access Pass
Guided users through MFA recovery using Temporary Access Pass and a clean Microsoft Authenticator re-enrollment.
Enterprise (sanitized)
Passwordless rollout supportWindows Hello & Mobile Passkey Enrollment Support
User-side enrollment support for Windows Hello for Business PIN setup and mobile passkeys in Microsoft Authenticator.
Enterprise (sanitized)
Recurring endpoint supportIntune / Company Portal Enrollment Recovery
Recovering devices stuck mid-enrollment in Intune and Company Portal.
Enterprise (sanitized)
Recurring M365 resolutionOutlook Profile Rebuild & Roaming Signatures
Recovering Outlook after profile corruption and roaming-signature sync failures.
Enterprise (sanitized)
Recurring endpoint resolutionEndpoint Updates, App Quirks & Cross-Platform Fixes
Windows, Dell Command Update, and Lenovo System Update workflows plus Epic-in-browser troubleshooting.
Enterprise (sanitized)
Published ServiceNow knowledge articlemacOS Teams Camera Auto-Zoom — Published ServiceNow KB
Authored a ServiceNow KB article resolving macOS built-in camera auto-zoom in Microsoft Teams.
Enterprise (sanitized)
Clinical endpoint resolutionAdobe Acrobat Enterprise Reinstall — Restored Epic Attachments
Clean Acrobat enterprise reinstall pattern that restored Epic attachment functionality for clinical users.
Nike (via Stefanini)
Service Desk Documentation Standard
Ticket documentation style adopted as the standard template across a newly outsourced Nike service desk.
Trinity Health
15,000+ usersMicrosoft Authenticator Rollout
MFA enrollment support for 15,000+ healthcare users.
Ascension Technologies
Google Workspace Migration
Migration support from Microsoft to Google Workspace with adoption enablement.
Corewell Health
11,000+ employeesWorkday / Now Mobile Rollout
Mobile identity and application access for 11,000+ employees.
Domino's
Global Retail Technology Support
Store technology support across POS, payments, and back-of-house systems.
Netflix (via Minacs)
Customer Service Campaign and Team Motivation Project
Early leadership, communication, and team-motivation case study from a high-visibility Netflix customer service campaign.
Cisco Networking Academy
Hands-on networking & security foundationCisco Networking Academy – Network Configuration & Packet Tracer Labs
Applied networking coursework: up to 25 Cisco Packet Tracer activities and 7 hands-on labs configuring Cisco IOS devices, IP addressing, DHCP, and small wired and wireless networks.