Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

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 City
12-2025

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

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
Alexia Strawn