I built the IT function at Fresh n’ Lean from the ground up, from the server room to Microsoft 365, and found I love keeping people unblocked.
About
I work where IT support meets operations. I keep people productive, infrastructure reliable, and the processes around them running.
I am an IT support and systems administration pro who lives in the overlap between the help desk and operations. 6+ years keeping people productive and infrastructure reliable across Windows, Microsoft 365, and macOS, while also owning the operational side: SOPs, onboarding, vendor management, and multi-site coordination.
Day to day, that means endpoint and MDM management with Intune and Apple Business Manager, Active Directory and identity and access work, device lifecycle, and Tier 1-2 troubleshooting, all backed by strong ticketing and clear documentation.
I am also the person who reaches for automation when the same request keeps coming back. I have led practical Power Automate and AI projects, including an internal IT and HR support assistant, that make support faster and teams more self-sufficient.
What matters most to me is that the people I support spend less time fighting their tools, and that the systems underneath them stay calm, well-documented, and easy to trust.
Twindevs, LLC
My one-person studio for the IT automation, cloud, and AI side projects I build as time allows.
- diplov.com
- A calm first point of contact who closes the ticket and writes down how it was fixed.
- Someone who handles endpoints, identity, and access carefully, so onboarding, offboarding, and day-to-day support stay clean.
- A teammate who spots the repetitive request and automates it instead of grinding through it forever.
Years of operations and support, including managing multiple sites at EPIC, mean I notice both the technical fix and the human cost of friction.
I piloted Microsoft 365 Copilot early at EPIC and expanded it to a department, built Copilot Studio agents (plus AskScout, an IT/HR support assistant); I build automation and AI side projects too, but support and reliability come first.
EPIC: IT operations and support at scale
Built an AskScout/Copilot self-service path that cut a recurring IT and Operations ticket category by about 25-40%.
Read the full studyFresh n' Lean: building the IT department from the ground up
Led the company-wide Dropbox to SharePoint Online migration and M365 stand-up.
Read the full studyAskScout: evaluating an internal IT and HR support assistant
Established a repeatable evaluation and QA posture for the internal support assistant.
Read the full study- Pinnacle Award nominee (2023)
- 'Living Our Values – Think Big' award (Q1 2023)
- Selected as a mentee by EPIC's CIO (2024 EPIC Mentorship Program)
- Google Project Management (Coursera, in progress)
Trust layer
What you can verify here
If you want a feel for how I work, start with the case studies and the resume. Everything maps to real roles and projects, and you can ask me about any of it directly.
Endpoints & MDM: Intune, Apple Business Manager, macOS admin, Windows provisioning & deployment, asset lifecycle
Identity & Access: Active Directory, M365/Entra, SSO & MFA, password managers, passkeys, onboarding/offboarding, permissions & governance
Systems & Infrastructure: Windows Server, ConnectWise, VPN, server room & local network (switches, Wi-Fi, security systems)
Cloud & SaaS: M365 (Exchange/SharePoint/Teams), Google Workspace, Zoom, Slack, RingCentral VoIP, Jira/Confluence, GitHub
Automation & AI: Microsoft 365 Copilot (rollout, licensing, configuration, adoption) & Copilot Studio agents, Power Automate/Power Platform, PowerShell & Python scripting, RAG/AI support assistants, evaluation & QA
Support & Process: Tier 1-2 support, ITSM/ticketing, SOPs & knowledge base, onboarding & training, audit & compliance support
Operations Area Manager (promoted from Administrator)
EPIC (Edgewood Partners Insurance Center)
- Hired as Administrator in Operations and promoted to Operations Area Manager over multiple locations, owning budgeting, staffing, SOPs, and vendor management.
- Delivered on-site and remote IT support to 3,500+ employees across Galway Holding, EPIC, and EPIC Corporate as a direct mentee of the CIO.
- Managed device lifecycle via Intune and Apple Business Manager, plus onboarding, offboarding, and access provisioning.
- Led AskScout, an internal IT and HR AI-powered support assistant (RAG), from concept through rollout; built equipment-checkout, asset-tracking, and request/approval workflows. Recognized with EPIC's Pinnacle Award (two nominations).
Sr. IT Operations Analyst & SharePoint/Jira Administrator
Fresh n' Lean
- Started and ran the IT department: server room and local network (switches, Wi-Fi, security/surveillance) with end-user support on Windows and macOS.
- Led the company-wide Dropbox to SharePoint Online migration, stood up Microsoft 365, and provisioned users and licenses via M365, Active Directory, and Google Workspace.
- Administered Jira and Confluence (workflows, dashboards, JQL) and ticketing, and automated with Power Automate (early Microsoft Copilot adopter) across SharePoint and Teams.
- Built advanced Excel models (pivot tables, SAP data) for PMO forecasting and budgeting.
Founder & Principal Consultant (IT Automation, Cloud & GenAI)
Twindevs
- Build internal tools, automations, and self-service systems across Microsoft 365 and cloud, with hands-on troubleshooting and support across apps, integrations, and endpoints.
- Design and ship AI support assistants (RAG pipelines and agents) with evaluation and QA.
- Core stack: GCP, FastAPI, PostgreSQL, and CI/CD. This is the studio behind my side projects, kept secondary to my IT roles.
WordPress Developer
Fresh n' Lean
- Built and maintained web properties, with troubleshooting, SQL, and SEO.
Business Analyst
IONutrition
- Built data modeling and validation to support operational and marketing decisions.
Marketing Coordinator
IONutrition
- Planned and executed online and direct-mail campaigns.
Executive Assistant
UGURU
- Provided executive-facing operations and coordination (concurrent role).