Yocasta Woodside Jr
Phoenix
Summary
Junior Systems Administrator / Cloud Support Engineer with MSP experience supporting Windows Server, Active Directory, Azure infrastructure, and enterprise networks. Hands-on experience deploying and administering Windows Server 2022 in VMware and Azure environments, managing GPOs, hybrid identity (Azure AD Connect), and troubleshooting network and server outages. Strong background in cloud operations, system administration and infrastructure support.
Overview
3
3
years of professional experience
1
1
Certification
Work History
First Call Resolution Technician I
VC3
10.2023 - 08.2024
- Supported 180+ client environments, resolving network, access, and hardware issues
- Diagnosed server connectivity issues in Windows Server and Azure Virtual Desktop environments
- Supported Azure infrastructure and virtual desktop services, ensuring availability and performance
- Authored SOPs and KB articles, increasing first-call resolution by 30%
Service Desk Technician
AccountabilIT
08.2023 - 09.2023
- Administered user onboarding, offboarding, and access control using Active Directory and Azure AD
- Enforced endpoint security, device compliance, and MDM policies via Intune and Workspace ONE
- Troubleshot AD, Azure AD, networking, and endpoint issues, including malware remediation
- Resolved 18+ tickets daily while consistently meeting SLA targets
Field Service Engineer
AccountabilIT
Scottsdale, AZ
03.2023 - 09.2023
- Troubleshot and resolved on-site network and infrastructure outages in collaboration with NOC teams
- Installed, configured, and maintained switches, servers, and UPS systems
- Supported new client office deployments, implementing network and IT infrastructure solutions
- Resolved escalated Tier 1 and Tier 2 issues, ensuring SLA compliance
- Mentored service desk technicians, improving technical depth and escalation quality
IT Support Specialist
CRS Temporary Housing
Phoenix, AZ
09.2025 - Current
- Resolved hardware, software, and system issues in a high-volume support environment
- Handled an average of 12+ tickets per day while maintaining service quality and timely resolution
- Supported enterprise applications including Salesforce, troubleshooting access, integration, and performance issues
- Administered and customized Jira workflows, queues, and ticket categorization, improving operational efficiency
- Patched and remediated security vulnerabilities using PDQ Deploy, strengthening endpoint security posture
- Developed and maintained SOPs and technical documentation, reducing recurring incidents
- Contributed to infrastructure hygiene initiatives and internal projects, improving system reliability and overall environment health
Education
B.Sc. - Information Technology
Western Governors University
Salt Lake City, UTSkills
- Networking
- TCP/IP, DNS, DHCP VLANs, Trunking, LAN/WAN fundamentals Switch & Router CLI Configuration Network Troubleshooting & Outage Response
- Windows Server 2022 (On-Prem & Azure) Active Directory Domain Services Group Policy (GPO), Azure AD Connect User & Access Lifecycle Management
- Endpoint Security
- Microsoft Intune, VMware Workspace ONE MDM Malware Detection & Remediation
- Cloud & Virtualization
- Microsoft Azure (VMs, Networking, Backup, Monitor) VMware vSphere / Workstation Azure Virtual Desktop (AVD – support)
- Scripting and Scripting
- PowerShell (basic) Datto RMM, ConnectWise Jira, CMD
- Windows, Linux (Foundation)
- Jira Administration
- Endpoint Patch Management
Certification
CompTIA A+ CompTIA Network+ CompTIA Security+ AWS Certified Cloud Practitioner ITIL v4 LPIC Linux Essentials CCNA (In Progress)
Timeline
IT Support Specialist
CRS Temporary Housing
09.2025 - Current
First Call Resolution Technician I
VC3
10.2023 - 08.2024
Service Desk Technician
AccountabilIT
08.2023 - 09.2023
Field Service Engineer
AccountabilIT
03.2023 - 09.2023
B.Sc. - Information Technology
Western Governors University