IT Support & Systems Administration
Dylan Dahal

Resume

Professional profile and experience

IT support and systems administration profile grounded in real roles across Microsoft 365, Intune, Active Directory, and operations, with a quiet edge in automation and AI.

The preview and download are generated from published portfolio evidence and current resume material only.

Profile summary

Diplov "Dylan" Dahal

IT Support & Systems Administration · Operations — Microsoft 365 · Intune · Active Directory · Automation & AI

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IT support and systems administration professional with 6+ years keeping people productive and infrastructure reliable across Windows, Microsoft 365, and macOS environments. Hands-on with endpoint/MDM management (Intune, Apple Business Manager), Active Directory and identity/access, device lifecycle, and Tier 1-2 troubleshooting — backed by strong ticketing, documentation, and a service-first approach. I also lead practical automation and AI work, including an early Microsoft 365 Copilot pilot (licensing, configuration, and adoption) later expanded to a department, Copilot Studio agents, and an internal IT/HR support assistant, that makes support faster.

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

Experience

The work history behind the portfolio.

The strongest pattern across the roles is hands-on IT support, systems administration, and a steady habit of automating the repetitive parts.

Apr 2022 to Jun 2025

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).

Jan 2019 to Jun 2022

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.

Jan 2018 to Present

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.

2016 to 2019

WordPress Developer

Fresh n' Lean

  • Built and maintained web properties, with troubleshooting, SQL, and SEO.

2016 to 2016

Business Analyst

IONutrition

  • Built data modeling and validation to support operational and marketing decisions.

2015 to 2016

Marketing Coordinator

IONutrition

  • Planned and executed online and direct-mail campaigns.

2014 to 2020

Executive Assistant

UGURU

  • Provided executive-facing operations and coordination (concurrent role).

Education

University of California, Riverside

Political Science — Administrative Studies / Business Administration

—

Google Project Management (Coursera)

Certificate, in progress

In progress

LinkedIn Learning

Python, OOP & Programming Foundations

Completed

Next step

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