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Donovan Dorsey
Enterprise Identity & Endpoint Operations
Security Analyst · IAM & Enterprise Operations
Detroit, MI · kronic1126@gmail.com · linkedin.com/in/donovan-dorsey
dorseyworks.lovable.app
Summary
Enterprise IT professional with 12+ years of experience across healthcare, retail technology, finance, insurance, and global service desks. Recent hands-on work in Microsoft Entra ID, Microsoft 365, Intune, MFA, Active Directory, ServiceNow, endpoint migrations, and operational security. Known for turning complex work into sanitized runbooks and repeatable workflows peers can execute.
Core Skills
Identity & Access Management
Microsoft Entra ID · Active Directory · MFA · Microsoft Authenticator · Temporary Access Pass · Windows Hello for Business · Mobile Passkeys · User & Device Access Groups
Endpoint Administration
Microsoft Intune · Company Portal · Windows 10/11 · macOS Support · Device Provisioning · Endpoint Migrations · Domain Flips · BitLocker · Symantec Endpoint Protection
Microsoft 365
Outlook · Exchange Online · OneDrive · Teams · M365 Onboarding · Email Migrations · Outlook Profile Repair
Enterprise Operations
ServiceNow · Cherwell · ScreenConnect · BeyondTrust / Bomgar · CW View · Incident Management · Escalations · Problem Management · SLA Awareness
Networking & Security
Cisco IOS · Cisco Packet Tracer · IPv4 & Subnetting · DHCP · DNS · ARP · Ethernet · Wired & Wireless Networks · Wireless Security · Network Security · Endpoint Security · Symantec Endpoint Protection · Zscaler · VPN / Cisco AnyConnect · Virtualization · Windows Server · Linux · Cybersecurity Fundamentals · LAN/WAN Troubleshooting
Business Technology
Google Workspace · Squarespace Domains · DNS · Subdomains · Lovable.dev · Web Operations · Corporate Domain Administration
AI-Enabled Technical Operations
AI-Assisted Technical Documentation · AI-Enabled Workflow Analysis · Knowledge Management · ServiceNow KBA Authoring · Human-in-the-Loop Validation · SSO Workflow Documentation · Microsoft Teams-Integrated RingCentral Support · Procedure Standardization
Process & Leadership
Technical Documentation · Knowledge Management · Workflow Automation · Runbooks · SOPs · Peer Training · Peer Coaching · Queue Coordination · Leadership Without Authority · Knowledge Transfer · Operational Process Improvement
Experience
Acrisure — Hypercare Acquisition Integration
Enterprise Microsoft ecosystem, acquired-company integration · Scope: Domain migrations, endpoint provisioning, identity join
Executed and standardized end-to-end migrations; mentored peers through reusable templates and live walkthroughs.
Corewell Health — Workday Support
Healthcare mobile workforce · Scope: 11,000+ employees on Workday / Now Mobile
Mobile identity, app access, and ticket documentation at scale.
Domino's — Pulse Care Team
Global retail technology · Scope: POS, payments, printers, virtualized store systems
Kept store technology operational and documented.
Trinity Health — Microsoft Authenticator Go-Live
Healthcare identity rollout · Scope: 15,000+ user MFA enrollment
MFA enrollment support and documented authentication resolutions.
Trinity Health — Epic Go-Live
Healthcare EHR launch · Scope: Clinical endpoint and access support
On-the-floor support during a critical clinical go-live.
Rock Central / Rocket Companies — Enterprise Support
Financial services technology · Scope: Endpoint, identity, and productivity support
Standard enterprise support in a high-velocity finance environment.
University of Michigan Medical School — Technology Support
Academic medical environment · Scope: Faculty, staff, and clinical endpoint support
Cross-platform endpoint support in a research and clinical setting.
Ascension Technologies — Google Workspace Migration Support
Healthcare collaboration migration · Scope: Microsoft to Google Workspace transition
User onboarding, migration support, and adoption reinforcement.
Cognizant / Google Ads — Ads Support
Advertiser support operations · Scope: Advertiser tooling and account support
Structured troubleshooting and clear customer communication.
Stefanini / Nike Global Service Desk — Service Desk Analyst
First outsourced Nike service desk · Scope: Global end-user support
Documentation style adopted as the standard template across the service desk.
HTC Global Services / The Guy Technology — IT Support
Managed IT services · Scope: Multi-client end-user support
Standardized troubleshooting across varied client environments.
Netflix / Minacs — Customer Service Representative
High-volume brand customer service · Scope: Frontline Netflix customer support
Foundational communication and leadership experience.