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IT case study 01 / Systems administration

Keeping people
connected.
Systems reliable.

Supporting workplace technology across multiple locations means looking beyond individual tickets. My role brings together identity administration, the original implementation and continuing administration of Mosyle MDM, endpoint support, troubleshooting, and clear documentation so employees can keep working.

Microsoft 365Active DirectoryGoogle WorkspaceMosyle MDM
01 / The operating environmentCross-platform IT support

Many moving parts.
One connected experience.

Employees depend on consistent access to devices, accounts, files, communications, and line-of-business tools. Supporting that experience requires understanding how the pieces affect one another.

3Business locations
~50Employees in scope
~35Managed iPhones

Approximate environment size from my work; I also administer iPads. These are not performance or impact metrics.

02 / The challenge

Supporting the whole workflow, not just the device.

In a multi-location organization, a problem that looks local often involves several systems: a login can depend on licensing and permissions; a remote connection can depend on Windows policy and group membership; a mobile app can work normally while its background location data remains stale.

My responsibility is to investigate these connections, restore access where possible, coordinate with the right teams or vendors, and document solutions in a way colleagues can reuse.

01 / Accounts

Identity & permissions

User provisioning, Microsoft 365 licensing, Exchange and SharePoint access, MFA, and Google Workspace administration.

02 / Devices

Endpoint & MDM administration

Original Mosyle Business setup and fleet enrollment; ongoing iPhone and iPad enrollment, removals, push-token maintenance, and Windows support.

03 / Continuity

Business applications

Application settings, service-team workflows, employee access issues, and practical end-user troubleshooting.

04 / Enablement

Knowledge & process

Step-by-step procedures, asset records, internal handoffs, and accessible support instructions.

Platform implementation & ownership

Mosyle Business — built, enrolled, maintained.

I originally configured the MDM environment and enrolled its device fleet. I remain responsible for managing both iPhones and iPads, including new enrollments, removals, and renewing expired MDM push tokens so device-management administration stays current.

Explore the dedicated MDM case study
03 / Selected technical work

From diagnosis
to a practical fix.

Real examples from my support work, summarized without employee names, internal addresses, or proprietary configurations.

Case / 01Windows & Active Directory

Enabling reliable remote access

Resolved & tested

An employee needed Remote Desktop access to a domain-connected workstation.

Investigate

Reviewed Windows remote access configuration, policy application, user group membership, and basic connectivity.

Implement

Configured and tested Group Policy and the appropriate Remote Desktop Users membership.

Verify

Confirmed the remote connection worked under the intended user permissions.

Result: Verified working remote access with the necessary policy and permissions in place.

Case / 02Google Workspace

Restoring access to Google tools

Resolved

A user could not open Google Drive and Docs because the available license pool had been exhausted.

Investigate

Checked the user's assigned license and the organization's available license count.

Implement

Freed an available license and assigned the appropriate entitlement to the affected account.

Verify

Confirmed the employee could access the required Google services.

Result: Restored the user's ability to work in Drive and Docs.

Case / 03Mobile-device management

Investigating inconsistent mobile GPS data

Diagnostic finding

Some managed iPhones appeared connected to device management while location data in a field-service application remained outdated.

Investigate

Compared device-management check-ins, location service settings, application permissions, and timestamps across systems.

Test

Reinstalled the field app on affected devices and checked whether activity triggered a new location update.

Learn

Observed that starting a service stop caused location data to refresh in one case; other affected devices required further investigation.

Result: Narrowed the issue to app activity or tracking behavior in at least one case; not represented as a fleet-wide fix.

04 / My approach

Repeatable thinking.
Clearer outcomes.

Whether diagnosing an account issue or a workstation problem, I focus on identifying the actual dependency, making a controlled change, validating the result, and leaving useful notes behind.

  1. 01

    Understand

    Reproduce the issue and identify what the user needs to do.

  2. 02

    Isolate

    Check permissions, policy, device state, and application behavior.

  3. 03

    Validate

    Apply an appropriate fix or test and verify the outcome.

  4. 04

    Document

    Record clear steps for colleagues and future support.

05 / Documentation & enablement

Make the next fix
easier to find.

In addition to resolving individual problems, I create SOPs and quick-reference documentation for recurring tasks. Examples include scheduling workflows, Microsoft Teams meeting setup, customer communications, and workstation procedures.

My background in graphic design influences how I structure technical instructions: concise steps, useful headings, clear expectations, and a focus on the person reading them.

SUPPORT NOTES / SAMPLE01–04

Access issue checklist

Illustrative workflow — sanitized example

  1. Confirm the symptomsWhat service fails and for whom?
  2. Check prerequisitesLicense, account status, and permissions
  3. Test the changeVerify using the affected user's workflow
  4. Record the resolutionSummarize the issue and next steps
Clarity · Consistency · Reusability
A systems mindset

Reliable tools.
Better workdays.

This case study represents ongoing IT administration and selected troubleshooting work, not a claim that I independently designed an entire corporate network. Details are deliberately generalized to protect employer and employee information; no invented uptime, cost-savings, or ticket-volume metrics are presented.

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