Alexia Strawn
Lewisburg,TN
Summary
IT professional with 8+ years of experience providing enterprise-level support across infrastructure, identity management, and endpoint administration. Skilled in Active Directory, Microsoft 365, Intune, Azure, and VPN/security with proven success in reducing escalations, streamlining onboarding, and automating processes. Experienced supporting 1,000+ users in hybrid and remote environments. Strong documentation practices, ITIL certified, and currently pursuing a B.S. in IT with focus on systems administration and cloud operations.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Desk Analyst(Contract, MSP)
Specialized Dental Partners
03.2025 - 08.2025
- Supported multi-site organizations with Microsoft 365 identity management, SharePoint, and Teams administration.
- Delivered incident response for credential compromise, phishing, and ransomware events, collaborating with necessary team members.
- Created and standardized 30+ SOPs and knowledgebase articles, cutting L1 escalations by 30%.
Cybersecurity IT Consultant (Contract, MSP)
Northstar Technology Group
03.2024 - 10.2024
- Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
- Created user accounts and assigned permissions.
- Generated reports to track performance and analyze trends.
Technical Support Analyst (L2)
eviCore Healthcare
01.2022 - 05.2024
- Resolved escalated L2 issues across endpoints, applications, and remote platforms for 1,200+ users.
- Managed Active Directory user lifecycle, security groups, and Group Policy troubleshooting.
- Partnered with the infrastructure team to resolve Exchange, file server, and backup access issues.
- Consistently achieved >95% SLA compliance for ticket resolution.
IT Support Analyst
WiPro Ltd.
12.2020 - 03.2021
- Supported global enterprise users with desktop imaging, VPN, and remote access configuration.
- Troubleshot software compatibility and performance issues across diverse environments.
Desktop Support Analyst
Eco Energy, LLC
01.2018 - 12.2019
- Designed and deployed a custom Excel + scripting inventory system for mobile devices.
- Streamlined remote usage audits, cutting reconciliation time by 40%.
- Administered and supported mobile devices, upgrades, and endpoint policies.
Technical Support (Earlier Roles)
Dell & NSM
01.2013 - 01.2017
- Delivered Tier 1-2 support including onboarding/offboarding, AD setup, OS reinstallations, and VPN setup.
- Built foundation in customer-facing IT troubleshooting and technical documentation.
Education
B.S. - Information Technology
Western Governors University
Salt Lake City12-2025
Skills
- Identity & Access Management: Active Directory, Entra ID (Azure AD), Intune, Group Policy
- Endpoint Management: Windows 7–11, MacOS, SCCM, NinjaRMM, Datto, KACE, BeyondTrust, TeamViewer
- Ticketing and Documentation: ServiceNow, IT Glue, Kaseya, Halo
- Cloud & Collaboration: Microsoft 365 (Exchange, Teams, SharePoint), WebEx
- Networking and Security: Cisco Meraki, SonicWall, VPN, MFA, VDI, VoIP
- Standards & Processes: ITIL, SOP Development, Asset Management, Automation
Websites
Certification
- CompTIA A+ (Jan 2024)
- ITIL 4 Foundation (Apr 2023)
Timeline
Service Desk Analyst(Contract, MSP)
Specialized Dental Partners
03.2025 - 08.2025
Cybersecurity IT Consultant (Contract, MSP)
Northstar Technology Group
03.2024 - 10.2024
Technical Support Analyst (L2)
eviCore Healthcare
01.2022 - 05.2024
IT Support Analyst
WiPro Ltd.
12.2020 - 03.2021
Desktop Support Analyst
Eco Energy, LLC
01.2018 - 12.2019
Technical Support (Earlier Roles)
Dell & NSM
01.2013 - 01.2017
B.S. - Information Technology
Western Governors University