Kathryn Squyres
Denver,CO
Summary
Experienced Senior Desktop Support Technician with a successful history in the aviation and aerospace industry. Proficient in Technical Support, Mobile Device Management, Windows Server, Project Management, Digital Imaging, and Software Installation. Skilled at guiding, coaching, and empowering team members to improve their expertise and capabilities.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Information Technology Support Analyst
Pie Insurance
10.2024 - Current
- As a Senior IT Specialist, I lead with a strategic focus on operational efficiency, security, and scalability across enterprise IT environments. With a deep understanding of modern device management, identity access, and cybersecurity, I ensure the seamless alignment of technology with business needs.
- I oversee routine audits of software and hardware assets to maintain compliance, optimize licensing, and proactively enforce security patching.
- Utilizing platforms like Microsoft Intune and Addigy, I drive unified endpoint management strategies that support workforce productivity and organizational compliance.
- My work with Okta encompasses the architecture and automation of identity workflows, enabling secure and scalable SSO and SCIM integrations. I provide technical oversight for key SaaS applications, ensuring system reliability and performance, and act as a liaison with third-party vendors to swiftly resolve service disruptions.
- A strong advocate for operational excellence, I develop and maintain comprehensive SOPs—both for internal teams to scale knowledge and processes, and for customers to enhance transparency and support self-service initiatives. I also manage Google Workspace at the organizational level—including user account lifecycle, shared drive creation and governance, and troubleshooting collaboration issues—ensuring teams stay productive and aligned in a cloud-first environment.
- In the area of cybersecurity, I manage the deployment and management of SentinelOne, delivering enterprise-grade endpoint protection with rapid threat detection and remediation capabilities.
- I bring a balanced perspective that blends hands-on technical expertise with a broader view of IT as a strategic business enabler. My approach is grounded in continuous improvement, cross-functional collaboration, and a commitment to delivering secure, scalable, and resilient IT systems.
Information Technology Support Specialist
OmniTRAX, Inc.
01.2024 - 10.2024
- Provided Tier 1 and Tier 2 support for hardware, software, and user account issues via phone, desk-side, and ticketing system (Zendesk), ensuring timely resolution and adherence to SLAs.
- Supported the deployment and configuration of Windows-based systems using Microsoft Intune, including automated provisioning, policy enforcement, and application deployment.
- Managed user access and identity provisioning through Okta, including MFA support, password resets, and SSO troubleshooting.
- Executed hardware refreshes and new system deployments; tracked inventory and asset lifecycle across the organization.
- Performed upgrades and routine maintenance on desktops, laptops, and peripheral devices; maintained system performance and security compliance.
- Triaged and resolved incoming tickets; documented solutions and escalated complex issues in coordination with IT staff.
- Troubleshot issues related to printers, copiers, scanners, and other peripheral hardware.
- Assisted with network, server, and VoIP system maintenance as needed.
- Created and updated technical documentation, including support procedures and user guides.
- Maintained accurate IT asset inventory; ordered and organized supplies to support ongoing operations.
- Ensured all support activities met organizational SLAs and internal performance metrics.
Information Technology Support Specialist
Northwood Investors LLC
10.2022 - 01.2024
- Served as a key member of an eight-person support team, providing Tier I and II technical support for over 1,000 Windows 10 workstations across a distributed enterprise environment.
- Diagnosed and resolved complex hardware and software issues, including OS-level troubleshooting, application support, and system performance optimization.
- Deployed, upgraded, and imaged workstations, laptops, and mobile devices using Microsoft Intune and PDQ Deploy.
- Managed user account lifecycle through Active Directory and Adaxes, including onboarding/offboarding, access modifications, and password resets.
- Administered and supported M365 services (Outlook, Teams, OneDrive), ensuring uptime and assisting users with mailbox, collaboration, and license-related issues.
- Enforced system access controls, security policies, and endpoint protection using Sophos and Azure AD security features.
- Monitored system health and network performance using SolarWinds; proactively identified and addressed potential issues.
- Provided email security and continuity support via Mimecast, including spam filtering, archiving, and end-user troubleshooting.
- Prioritized and responded to technical support requests via phone, email, and ticketing systems, escalating to higher-level support when necessary.
- Documented support processes, standard operating procedures, and recurring issues to ensure knowledge sharing and consistent resolution paths.
- Ensured high standards of customer service and adherence to service level agreements (SLAs) in a fast-paced, multi-platform environment.
Senior Information Technology Specialist
Grubhub
12.2021 - 10.2022
- Provided advanced technical support and troubleshooting for macOS and iOS environments, prioritizing and resolving escalated tickets while ensuring end-user satisfaction.
- Led by example in managing ticket queues, monitoring open requests, and ensuring timely resolution in accordance with SLAs.
- Documented recurring issues and solutions in the knowledge base to streamline future support and improve team efficiency.
- Delivered end-user training on standard hardware and productivity applications, including Google Workspace and Slack.
- Investigated hardware/software issues, identified bugs, and escalated unresolved problems to Product and Software Development teams.
- Collaborated with Product Leads to prioritize improvements and with cross-functional teams to refine workflows and optimize support operations.
- Took ownership of key projects, providing hands-on support and mentorship to team members, fostering skill growth and team cohesion.
- Spearheaded process enhancements to improve service delivery and build a scalable, sustainable helpdesk model.
- Applied strategic planning to prioritize tasks and develop a reliable, high-performing support infrastructure.
Senior Information Technology Analyst
Hancock Whitney
11.2018 - 11.2021
- Managed user access and security permissions, using Active Directory as well as SaaS, ensuring compliance with organizational policies and standards.
- Performed maintenance and troubleshooting on physical and virtual servers and workstations to restore or enhance service reliability.
- Delivered senior-level technical support to end users, IT peers, and cross-functional teams, resolving complex issues independently.
- Logged and managed incidents and service requests throughout their lifecycle using ServiceNow, serving as the primary point of contact.
- Ensured endpoint compliance through patch management and software deployment using Microsoft Endpoint Configuration Manager.
- Administered Zoom and M365 environments, including configuration, updates, and user management.
- Proposed and implemented a workload distribution process to improve team efficiency and balance responsibilities.
- Delegated tasks, set expectations, tracked team performance, and mentored junior staff to support professional development and team success.
Desktop Support Technician
Aerodyne Industries LLC
10.2016 - 11.2018
- Delivered end-user support for desktops, laptops, printers, and peripherals, ensuring system reliability and performance across Windows 10 and iOS environments.
- Installed, configured, and maintained hardware, software, and peripheral devices; monitored usability and resolved technical issues proactively.
- Managed device deployment and break/fix services based on HP Service Desk tickets, including issuing and supporting mobile phones and computers.
- Utilized Microsoft Intune and Endpoint Configuration Manager to deploy applications, patches, and configuration settings across endpoints.
- Administered user accounts, permissions, and group policies through Active Directory and Microsoft 365, ensuring secure access and compliance.
- Maintained cross-platform integration and adherence to IT security policies and organizational standards.
- Effectively managed multiple tasks and shifting priorities in a dynamic environment, demonstrating initiative, ownership, and timely follow-through.
IT Technician
Hard Rock Hotel & Casino Biloxi
08.2015 - 04.2016
- Performed on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users. Constructed, installed, and tested customized configurations based on various platforms and operating systems. Recommended, scheduled, and performed PC, hardware, and peripheral equipment improvements, upgrades and repairs. Handled ticketing system while assigning appropriate priorities.
Migration Technician
DecisionOne
01.2015 - 05.2015
- Contracted for 5 month contract at DuPont as a Windows 7 migration technician utilizing ADMS migration to enable DuPont to combine and reshape Windows Platform infrastructure and begin operating in an optimized model faster than any traditional method. Responsible for troubleshooting issues with connectivity and program compatibility. Configured end-user accounts, mapped drives, printers and recovered old devices.
Education
Associate of Arts and Sciences (AAS) - Computer Systems Networking and Telecommunications
Mississippi Gulf Coast Community College
01.2014
Associate of Arts and Sciences (AAS) - Network Security
Mississippi Gulf Coast Community College
01.2014
Skills
- Okta integration support
- Systematic problem-solving
- Data governance expertise
- Microsoft Intune management
- Windows system administration
- Application deployment
- Integrated system deployment experience
- Project Management
- Information technology audit
- Issue tracking
- TCP/IP network troubleshooting
- Workflow optimization
Certification
A+ CE
Languages
English
Awards
P.A.C.E Award
Timeline
Senior Information Technology Support Analyst
Pie Insurance
10.2024 - Current
Information Technology Support Specialist
OmniTRAX, Inc.
01.2024 - 10.2024
Information Technology Support Specialist
Northwood Investors LLC
10.2022 - 01.2024
Senior Information Technology Specialist
Grubhub
12.2021 - 10.2022
Senior Information Technology Analyst
Hancock Whitney
11.2018 - 11.2021
Desktop Support Technician
Aerodyne Industries LLC
10.2016 - 11.2018
IT Technician
Hard Rock Hotel & Casino Biloxi
08.2015 - 04.2016
Migration Technician
DecisionOne
01.2015 - 05.2015
Associate of Arts and Sciences (AAS) - Network Security
Mississippi Gulf Coast Community College
Associate of Arts and Sciences (AAS) - Computer Systems Networking and Telecommunications
Mississippi Gulf Coast Community College
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