Jem Milam's Resume

Experience

May 2024 – Present

System Administrator – 365 & SaaS Team

Built automation for repetitive tasks using PowerShell, MS Graph, and Power Automate
Administer Entra ID applications, Azure RBAC, and SSO integrations (SAML-based)
Diagnose and resolve mail flow issues across hybrid Exchange and Mimecast
Support backup and recovery operations using Rubrik, including validation testing
Manage and support all aspects of our Microsoft 365 tenant
Led migration from NEC phone system to Microsoft Teams Phone
Evaluated and migrated Group Policy configurations to Intune while identifying deprecated legacy policies for domain migration

Feb. 2022 – May 2024

IT Support Technician II

Mentored new technicians and interns on tools, processes, and troubleshooting
Primary contact for MDM platform; implemented solutions that cut MDM-related tickets by 50%
Created PowerShell scripts to automate report analysis and streamline asset management syncing
Maintained and updated internal documentation and troubleshooting guides
Managed endpoint security patching for 1,000+ devices using PDQ

Oct. 2020 – Feb. 2022

IT Technician

Provided technical support across 6 campuses and collaborated with team on incident response
Installed and routed network cabling between user workspaces and MDF/IDF locations
Imaged and deployed Intune-managed devices as part of modernization effort
Created, maintained, and deployed automated app install packages via Intune & PowerShell

Jul. 2019 – Oct. 2020

Helpdesk Associate II

Provided tier-1 support for 1,000+ restaurant locations, escalating critical incidents as needed
Troubleshot desktop, mobile, network, Point of Sale, and endpoint security issues
Led a Point of Sale reconfiguration project to support online ordering integration
Conducted training sessions for the help desk team during project rollout

Azure, Microsoft 365, PowerShell, Entra ID, Intune, Exchange, Mimecast, Group Policy, Active Directory, Scripting, Documentation

B.A.S. Information Technology Management

A.S. Software and Database Development

This website is hosted on Azure, updated and developed through Github Actions. The visit counter on the left is done via a NodeJS API, and CosmoDB on the backend

I run a synology server for storing and managing personal media.
I maintain this using a series of Docker containers that automate file naming/organization, grabbing subtitles, and reencoding