College
Volunteer State Community College
Computer Information Technology – Networking, AAS
Class of 2022
Program pageVolunteer State Community College
University Parallel – General Studies, AS
Class of 2020
Program page
Welcome to my portfolio page!
Jonathan Pedrero
IT Operations Professional
About
Read about this webpage and who I am.
About This Website
Welcome to my portfolio! I built this space to be a clear, living snapshot of my work and how I think. A site like this carries more context than a PDF resume, as it shows personality, provides room for detail, and evolves with new experience. It’s also a place to share projects and the tools I use every day. Under the hood it’s simple: HTML and CSS with a touch of JavaScript for tasteful animations and accessibility, hosted on GitHub Pages. The goal is clean, fast, and easy to maintain, so the content does the talking.
About My Professional Career
I'm a technology enthusiast, problem solver, and people-first IT professional with over six years of hands-on experience focused on IT operations, infrastructure, and process improvement. I earned two Associate degrees from Volunteer State Community College and hold multiple IT certifications. As college came to a close, I landed my first internship as an IT Field Engineer. Since then, I’ve gained experience in a wide range of environments, from a corporate IT Service Desk to two startups in infrastructure and engineering. Today I serve as a Senior IT Systems Administrator at one of the world’s leading cybersecurity companies.
About My Personal Life
Life isn’t just work; I have a few side quests too! I’m a big fan of sports, gaming, and travel. One of my long-term goals is to visit all 30 MLB stadiums. So far I’ve hit 15, which means I’ve still got a lot of miles (and hot dogs) to go! When it comes to gaming, I was once a hardcore PC gamer though these days I stick to console. Whether you’re here to talk tech or trade ballpark rankings, I’m just as happy to connect personally as I am professionally. You’ll find links to my social profiles on the Home and Connect sections!
Education
Academic degrees and professional certifications acquired.
Certifications
Experience
Work history and key accomplishments in Information Technology.
CrowdStrike
Senior IT Systems Administrator
Oct 2023 – Present
CrowdStrike
Senior IT Systems Administrator
Oct 2023 – Present
Summary: Senior administrator driving global IT operations and service reliability. I lead access automation at scale (2k+ monthly automated requests), improve problem/major-incident processes to cut MTTR, and standardize escalation and support workflows across identity lifecycle, endpoint health, and integrations.
Key high-impact accomplishments:
- Project manager & technical lead for internal access request automation program with approvals, guardrails, and audit trails.
- Internal team lead for Problem & Major Incident Management; improved runbooks/communications leading to reduced MTTR and increased efficiency.
- Delivered global IT Service Desk Escalation process with SLAs, handoff criteria, and templates.
- Built Slack app & Workflow automations to detect recurring IT questions and auto-reply with targeted KB articles and request forms, enabling self-service and reducing duplicate tickets.
Bionic
IT Engineer
May 2023 – Oct 2023
Bionic
IT Engineer
May 2023 – Oct 2023
Summary: First AMER IT hire at an APSM startup (acquired by CrowdStrike) owning frontline support and secure-by-default operations. Implemented SSO/SCIM, standardized endpoint deployment/patching, and delivered ZTNA and network baselines with a strong automation focus.
Key high-impact accomplishments:
- Migrated from AWS SSO (IAM Identity Center) to AWS IAM with least-privilege roles.
- Directory integration between JumpCloud and Microsoft 365.
- Standardized CrowdStrike Falcon agent deployment across macOS and Windows.
- Deployed secure SOHO networks via Ubiquiti and Meraki for distributed AMER teams.
Built Technologies
IT Infrastructure Specialist & Desktop Support Technician II
Dec 2021 – May 2023
Built Technologies
IT Infrastructure Specialist & Desktop Support Technician II
Dec 2021 – May 2023
Summary: Progressed from advanced support to infrastructure administration in a hybrid environment. Led Windows fleet migration to Intune, matured identity and Google Workspace governance, and improved zero-touch deployment and OOBE for macOS/Windows—driving compliance and reliable onboarding/offboarding at scale.
IT Infrastructure Specialist
Nov 2022 – May 2023
Managed JumpCloud & Kandji, zero-touch deployment, and identity/access for core apps (Google Workspace, Slack, Zoom, Atlassian, Malwarebytes, Tenable, Automox, 1Password, Perimeter 81).
Desktop Support Technician II
Dec 2021 – Nov 2022
Delivered distributed support and device/software lifecycle. Operated Jira Service Management/Confluence; handled procurement, imaging, deployment, and shipping. Supported security teams with alert triage and endpoint policy enforcement.
Key high-impact accomplishments:
- Windows fleet migration from JumpCloud MDM to Microsoft Intune.
- Google Groups and shared mailbox governance program.
- Network migration from Meraki to Ubiquiti supporting several hundred devices.
Earlier Career · IT Support
Contract / Part-time / Internship
May 2019 – Dec 2021
Earlier Career · IT Support
Contract / Part-time / Internship
May 2019 – Dec 2021
CereCoreIT Service Desk Analyst (Contract)
May 2021 – Dec 2021
IT Service Desk Analyst (Contract)
Summary: Frontline support for HealthTrust (HCA Healthcare) with emphasis on onboarding volume and device readiness across Microsoft 365, SCCM, AirWatch, and ServiceNow.
Key high-impact accomplishments: Streamlined onboarding, improving internal workflows and end-user experience.
Kentucky Tennessee ConferenceIT Assistant (Part-time)
Oct 2019 – Dec 2020
IT Assistant (Part-time)
Summary: Supported IT Director on AV deployments and end-user support with a focus on Microsoft 365 services across events and office environments.
Enable Resource GroupIT Field Engineer (Intern)
May 2019 – Aug 2019
IT Field Engineer (Intern)
Summary: Helped deploy and manage Apple device ecosystems (macOS, iPadOS, iOS) with Jamf Pro and Apple Configurator; assisted classroom and lab provisioning.
Projects
Major projects led or completed in my professional career. Metric ouput updates coming in a later page update.
Simple Access Request Automation (SARA)
PM and technical lead for an internal platform that automates self-service access across environments and entitlement services. Built approval flows, guardrails and audit trails to reduce turnaround and access risk.
CrowdStrike Falcon Standardization
Unified EDR sensor deployment and health checks for macOS and Windows with policy tiers and playbooks. Reduced false positives and improved response speed.
AWS SSO to IAM Migration
Migrated from IAM Identity Center to IAM roles and policies. Implemented least-privilege roles and automated provisioning to cut manual access work.
Microsoft Intune Migration
Moved Windows fleet management to Intune from JumpCloud MDM. Established compliance, baseline hardening and reporting for device visibility.
JumpCloud & Microsoft 365 Directory Integration
Implemented SSO and SCIM with RBAC standards. Enforced MFA, conditional access and joiner-mover-leaver automation to limit access drift.
Problem & Major Incident Management Enhancements
Drove improvements to problem analysis, ITIL v4-aligned processes and major incident runbooks and communications, leading to lower MTTR and a better administrative experience.
IT Service Desk Escalation Policy Development
Standardized L1 to L3 escalation with SLAs, handoff criteria and templates. Increased ownership clarity and reduced ticket reopens.
Network Migration: Meraki → Ubiquiti
Planned and executed multi-site migration from Cisco Meraki to Ubiquiti, including switch/AP replacements, VLAN design, and monitoring. Improved performance and reduced licensing costs.
Google Groups Governance Program
Established naming standards, access policies, lifecycle rules, and request/approval workflows for Google Groups and shared mailboxes to reduce sprawl and access risk.
Slack App & Workflow Automations
Leveraged Slack app and workflow features to respond to recurring IT questions and auto-reply with tailored knowledge-base articles and request forms, guiding users to self-serve and reducing duplicate tickets.
Skills & Applications
Technical service administrator and / or power user of listed applications.