Terrell Baldwin
Maricopa,AZ
Summary
Results driven IT professional with experience supporting over 1,000 users and 6,500 devices across multi-site enterprise environments. Specialized in endpoint security, compliance, and end-user support, with a strong focus on maintaining secure, reliable systems. Skilled in Active Directory, Microsoft InTune, SCCM, and endpoint protection using Microsoft Defender to enforce patching, encryption, and device compliance. Proven ability to lead help desk operations, reduce ticket backlog by 35%, and deliver high-quality technical support while meeting SLA standards. Experienced in supporting compliance frameworks including CMMC, and NIST 800-171 ensuring systems meet security and regulatory requirements.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Help Desk Supervisor
Nammo Defense Systems
Mesa, Arizona, USA
09.2025 - Current
- Manage help desk operations using BossDesk and ServiceNow, ensuring SLA compliance and reducing ticket backlog by over 35%.
- Manage help desk operations using BossDesk and BeyondTrust Remote Support, ensuring SLA compliance and reducing ticket backlog by over 35%.
- Supported compliance efforts aligned with CMMC and NIST frameworks, ensuring systems met security and regulatory requirements.
- Perform endpoint compliance checks through Microsoft Intune, maintaining secure configurations including patching, encryption, and device compliance.
- Utilize Microsoft Defender to monitor device security, assess vulnerabilities, and prioritize remediation based on CVSS scores.
- Administer Cornerstone OnDemand Nexus, managing training modules, performance reviews, compliance reporting, and resolving escalated HR system issues.
- Collaborate with HR, security, and vendors to align IT services with organizational and compliance requirements.
- Develop SOPs and knowledge base documentation to standardize processes and improve troubleshooting efficiency and first-call resolution rates.
- Manage onboarding and offboarding by provisioning devices, creating user accounts in Active Directory, enrolling devices in Intune, and configuring secure access through Duo Federation.
- Generate performance dashboards and reports for leadership, tracking SLA performance, compliance, and user satisfaction.
- Process high-volume daily purchase requests for IT hardware, software, and accessories.
- Streamline hardware lifecycle management by coordinating procurement, deployment, and secure decommissioning across multiple locations.
- Led a large scale domain migration, reimaging and transitioning all endpoint devices across Utah and Mesa locations to a new domain environment.
- Standardized devices with approved applications, configurations, and security policies to ensure consistency and compliance.
- Provisioned and managed user accounts in the new domain, minimizing downtime and ensuring a smooth transition for end users.
- **Customer Service Metrics** - Regularly analyze and report on customer service metrics to drive improvements.
Network Administrator
Nammo Defense Systems
Mesa, Arizona, USA
09.2024 - Current
- Managed enterprise patching and endpoint security through Microsoft InTune, ensuring compliance with defense standards.
- Monitored and analyzed network traffic using Cisco Meraki dashboards to detect anomalies and ensure uptime.
- Supported production floor operations by troubleshooting outages and restoring connectivity.
- Installed and ran cabling on request, expanding and repairing network infrastructure.
- Configured and activated network ports, VLANs, and DHCP scopes to support business operations.
- Partnered with vendors and engineers to perform infrastructure upgrades and reduce downtime.
- Delivered company-wide cybersecurity awareness training and phishing simulations.
- Ensure compliance with DoD regulations by conducting regular audits of network configurations and security protocols.
Genius
Apple Inc.
Scottsdale, Arizona, USA
04.2021 - 09.2025
- Specialized in diagnosing and repairing macOS/iOS devices, iPads, and Apple Watches.
- Completed 14–18 repairs per day while maintaining quality and service efficiency.
- Delivered training and support for AppleCare+ workflows and software troubleshooting.
- Awarded “Most Improved NPS Genius Bar Ovation Award (Q3)".
- Engaging directly with customers to assess their needs and provide personalized tech solutions.
- Collecting and analyzing customer feedback to enhance service processes and improve user satisfaction scores.
- Establishing standardized troubleshooting protocols to streamline device repair workflows and enhance team efficiency.
- Collaborating with marketing and sales teams to provide insights on customer preferences and trends impacting product support.
Desktop Support Technician
Nammo Defense Systems
Mesa, Arizona, USA
05.2023 - 09.2024
- Performed hardware diagnostics and minor repairs on desktops, laptops, and peripherals to maintain system functionality.
- Installed and configured operating systems, drivers, and enterprise software to support user and business needs.
- Tested computer components and systems to ensure proper functionality and reliability.
- Evaluated and tested new software applications for compatibility with existing systems before deployment.
- Gathered technical requirements from users and assisted in recommending appropriate hardware and software solutions.
- Provided technical support both on-site and remotely, ensuring timely resolution of issues across multiple locations.
- Followed company security policies and procedures to ensure compliance with organizational and regulatory standards.
- Supported network-related tasks and troubleshooting, including basic connectivity and configuration issues.
Technical Expert
Apple Inc.
Scottsdale, Arizona, USA
07.2019 - 04.2021
- Piloted new Genius Bar workflows that improved efficiency and reduced resolution times.
- Provided expert-level technical support for hardware and software troubleshooting.
- Mentored junior team members on repair strategies and customer engagement best practices.
- Collaborated with product teams to test beta software releases, providing feedback that shapes future updates and features.
Education
Associate of Science - Computer Science
Mesa Community College
Mesa, AZ05.2022
Bachelor of Science - Information Technology
Arizona State University
Tempe, Arizona05.2026
Master of Science - Cybersecurity
Arizona State University
Tempe, AZ01.2027
Skills
- Windows 10/11, macOS
- Active Directory & Azure AD
- Microsoft InTune, Apple Business Manager, Microsoft Configuration Manager (SCCM)
- Microsoft Defender & Endpoint Security (CVSS, Compliance)
- BossDesk & BeyondTrust Remote Support
- Hardware & Software Troubleshooting (Imaging, Installation)
- Basic Networking (TCP/IP, DNS, DHCP)
- CMMC & NIST Compliance
- Team Leadership, Ticketing Systems & SLA Management, End-User Support, Technical Documentation
Certification
- CompTIA A+
- Cisco CCNA
- IBM DevOps & Software Engineering Professional Certification
- Apple Certified System Administrator (ACSA)
- Apple Certified Macintosh Technician (ACMT)
- Project Management Institute – Generative AI Overview for Project Managers
- Project Management Institute – Talking to AI: Prompt Engineering for Project Managers
- CompTIA Security+ (In progress)
Timeline
IT Help Desk Supervisor
Nammo Defense Systems
09.2025 - Current
Network Administrator
Nammo Defense Systems
09.2024 - Current
Desktop Support Technician
Nammo Defense Systems
05.2023 - 09.2024
Genius
Apple Inc.
04.2021 - 09.2025
Technical Expert
Apple Inc.
07.2019 - 04.2021
Associate of Science - Computer Science
Mesa Community College
Bachelor of Science - Information Technology
Arizona State University
Master of Science - Cybersecurity
Arizona State University