Kadel Burton

● Managed endpoint ecosystem supporting $8M+ in IT assets, ensuring governance across device lifecycle, compliance, and allocation

● Administered Intune, SCCM, and Windows Autopilot for modern device provisioning, policy enforcement, and endpoint standardization

● Led deployment of 300+ devices supporting Sales operations, coordinating rollout sequencing, configuration, and user onboarding

● Contributed to endpoint automation initiatives and lifecycle improvements to reduce manual effort across provisioning and support

● Supported hybrid workplace stack across Windows, macOS, Microsoft 365, Teams, Zoom, and VPN services

● Participated in incident response, contributing to triage, resolution, and root-cause analysis across endpoint and connectivity issues

● Developed technical documentation and knowledge base content to standardize procedures and improve operational continuity

● Delivered recurring technical training sessions to improve adoption, reduce recurring incidents, and strengthen internal support capability

Supported enterprise infrastructure refresh initiatives through staging and basic configuration of network hardware, including

FortiGate firewalls and Cisco switching platforms

● Deployed 300+ laptops annually via SCCM and standardized provisioning workflows

● Led endpoint onboarding and provisioning for new hires, coordinating device readiness, configuration, and deployment timelines

● Provided advanced support across Windows and macOS environments, resolving hardware, OS, and enterprise application issues

● Maintained endpoint inventory integrity through recurring audits, documentation control, and asset tracking for operational accuracy

● Analyzed deployment throughput, staging efficiency, and hardware availability trends to support continuous improvement in endpoint lifecycle processes

● Supported enterprise identity controls through configuration and troubleshooting of Multi-Factor Authentication systems

PROFESSIONAL EXPERIENCE (CONTINUED)

● Delivered service desk support using Jira Service Desk, ensuring SLA adherence and structured ticket lifecycle management

● Provisioned client users and installed enterprise applications aligned with defined service agreements and onboarding requirements

● Supported Microsoft 365 collaboration suite, including Teams and Cisco Direct Routing environments within a cloud communications stack

● Provided desktop and endpoint support across Windows hardware and software environments

● Delivered first-line support for Windows and Linux servers alongside wired and wireless network issues, performing initial diagnosis and structured escalation to infrastructure teams

● Maintained accurate hardware, software, and licensing inventories to support asset governance and compliance tracking

Helpdesk Support Specialist

● Provided desktop, laptop, and printer support, resolving hardware issues and restoring workstation functionality

● Managed IT asset lifecycle activities including inventory control, procurement coordination, equipment retirement, patch application, and backup maintenance

● Installed, configured, and repaired enterprise endpoint devices, supporting workstation readiness across corporate environments

● Contributed to deployment initiatives and team rollout projects, assisting with endpoint setup and configuration efforts

● Delivered escalated troubleshooting support for Dell endpoint devices and enterprise software within a Network Operations Center

● Documented technical resolutions and contributed to knowledge base content to improve repeatability of issue resolution

● Supported Windows and macOS endpoints alongside enterprise application environments across a large education enterprise

● Managed mobile device accounts and provisioning activities, supporting identity setup and device readiness workflows

● Delivered Tier 1 and Tier 2 technical support across workstation, application, and connectivity issues

● Provided executive and conference room technology support, ensuring reliable meeting room systems and VIP user assistance

Year Up/Baltimore City Community College | Baltimore, MD

January 2017 - January 2018

Information Technology Training

● 12 credits towards an Associate's Degree in Computer Information Systems