IT infrastructure · Escalations · Automation
Escalation 2 Engineer at CTMS
I solve the infrastructure problems that make it past the first line—across Microsoft 365, endpoint management, networking, servers, and security.
01 / About
I'm an IT escalation engineer who likes the problems that don't have an obvious checkbox solution.
At CTMS, I work across client environments to diagnose stubborn endpoint, Microsoft 365, networking, server, and application issues. My approach is simple: isolate the failure, document the evidence, automate the repeatable parts, and communicate clearly enough that everyone knows what happens next.
02 / Selected work
Representative projects are generalized to protect client information.
Built a certificate-backed RDP signing workflow using a private root CA, Intune-delivered trust, RDPSIGN, and policy-based certificate validation—removing recurring security prompts without weakening endpoint controls.
Engineered a SYSTEM-safe remediation workflow for orphaned redirected folders. The tooling resolves profile and share paths, moves data safely, reports progress, and leaves a clear audit trail for remote support.
Restored line-of-business access during a carrier outage by validating failover behavior and establishing temporary backup tunnels, keeping operations available on the secondary circuit.
Designed a locked-down Windows kiosk experience for a dealership platform using Intune Assigned Access, application allow-listing, browser policy, and a resilient restart loop.
03 / Capabilities
Certifications
CompTIA A+Certified
CompTIA Network+Certified
Google IT SupportProfessional certificate
04 / Experience
2026 — Present
CTMS
Owns complex escalations across Microsoft 365, Windows endpoints, identity, networking, servers, security, and line-of-business applications for a multi-client MSP environment.
2025 — 2026
CTMS
Delivered remote support across diverse client environments, built dependable troubleshooting habits, and progressed from frontline support into the escalation team.
Earlier experience
Barberton City Schools · Holtec International
Supported endpoints, hardware deployments, asset management, networking, and manufacturing technology in education and enterprise environments.
Open to connecting
Have a technical challenge, an opportunity, or just want to compare homelab notes?