IT Administrator · HTM (How To Manage)
Summary
HTM is where my IT operations background turned into real AI implementation work. I wasn't just supporting users — I was finding repeatable problems inside the operation and building systems to reduce them.
Sole IT admin supporting 600+ users between clients and internal employees. Built AI-powered ticket triage, Copilot rollouts, and Teams-based automation on top of a full M365/Azure stack.
- Built Zeke, an AI-powered helpdesk analyst that triages tickets, closes spam, categorizes requests, and routes work before manual review.Read more about Zeke →
- Own the day-to-day IT operation across Microsoft 365, Azure, Teams, accounts, devices, access, tickets, and support workflows.
- Support 600+ users between clients and internal employees, balancing urgent support needs with long-term system improvement.
- Integrated Microsoft Copilot across daily workflows — documentation, communications, and internal processes — and built PowerShell scripts to automate M365 admin tasks the portal doesn't cover.
Zeke
AI-powered helpdesk analyst for ticket triage, spam cleanup, categorization, and routing.
Open →Calendar Permissions Tool
PowerShell menu for Exchange calendar permissions that the admin console does not handle cleanly.
Open →Bulk Password Reset
Admin utility for resetting accounts in bulk without clicking through individual portal pages.
Open →Shared Mailbox Access Script
PowerShell script to add or remove users from shared mailboxes faster and in bulk.
Inactive Account Finder
Script to flag stale accounts before audits, renewals, and Microsoft 365 license cleanup.
Skills
Tools and areas I used in the role.