Jem Milam's Resume

Experience

May 2024 – Present

Cloud Engineer

Implemented modern cloud practices by adopting GitLab/GitHub for source control, CI/CD pipelines, and Infrastructure as Code with Terraform.
Designed and implemented PowerShell and Microsoft Graph automation, including Azure Automation runbooks, to automate complex reporting within M365 and Entra ID(Azure AD), Teams Phone workflows, tenant migration operations, and user lifecycle processes.
Administer Entra ID applications and enterprise app integrations, managing SSO, permissions, and claims configuration alongside Azure RBAC for cloud resources.
Diagnose mail flow issues in our hybrid Exchange environment and Mimecast, adding domains, deploying server updates, creating new rules and policies.
Support backup and recovery operations using Rubrik, including testing and validating restore processes.
Led the migration from an NEC phone system to Teams Phone.
Led the migration of Group Policy configurations to Intune and routinely audit and refine the Intune policy environment to improve clarity, maintainability, and alignment with organizational needs.

Feb. 2022 – May 2024

IT Support Technician I / II

Mentored new technicians and interns to teach them our processes and answer questions about our systems.
Administrated our MDM software, created solutions for system issues, and served as the main point of contact for this system. Designed solutions and standardizations, resulting in a 50% reduction in MDM system tickets.
Create PowerShellscripts to automate analysis of reports to reduce department workload/errors.
Updated and documented department procedures, policies, and troubleshooting techniques.
Endpoint security patching for 1000+ devices via PDQ.
Created automation with PowerShell to synchronize our MDM and asset management software.

Oct. 2020 – Feb. 2022

IT Technician

Facilitated IT support across 6 campuses, while documenting tickets and staying in communication with our team to quickly be aware of and resolve widespread issues.
Documented and routed networking cables from new and existing locations to our MDFs/IDFs.
Imaged new devices, and helped transition college to using Microsoft Intune managed devices only.
Created, maintained, and deployed app packages for automated installations via Intune & Powershell.

Jul. 2019 – Oct. 2020

Helpdesk Associate II

Served as first line IT support for general and critical issues at 1000 locations across the US, while documenting tickets and escalating to the appropriate teams when necessary./li>
Troubleshooting of user devices, software issues, Point of Sale devices, network issues.
Led a project reconfiguring Point of Sale devices to integrate with our online ordering system.
Assumed the role of training leader for this project, conducted training workshops to enhance team expertise.

PowerShell, Graph API, Entra ID, Azure, Exchange, M365, MS Teams, Mimecast, Rubrik, Terraform, Git, Active Directory

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