Joe Silva
San Jose,CA
Summary
IT Support and System Administrator with 18+ years of hands-on experience managing enterprise IT infrastructure, user lifecycle management, and technical support operations. Expert in Active Directory, Okta, AWS, Windows/Mac environments, and security tools including CrowdStrike and Rapid7. Proven ability to maintain system availability, resolve complex technical issues, and deliver exceptional end-user support. Skilled in user provisioning, endpoint management, and IT infrastructure maintenance across diverse enterprise environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
IT Systems Analyst III
Amgen
11.2024 - 11.2025
- Administered user access controls and permissions for enterprise systems, ensuring compliance with security policies
- Managed user account lifecycle including provisioning, modifications, and deactivations across multiple platforms
- Provided tier 2/3 technical support for business applications, laboratory systems, and IT infrastructure
- Troubleshooted system integration issues between enterprise platforms and laboratory instruments.
- Collaborated with IT security teams to enforce access controls and audit user permissions
- Supported system upgrades, migrations, and automation initiatives to improve operational efficiency
Senior IT Support Engineer
Juul Labs Inc.
11.2021 - 11.2024
- Administered Active Directory and Okta for 500+ users, managing accounts, groups, and access permissions
- Deployed and maintained endpoint security solutions using CrowdStrike and Rapid7
- Managed user onboarding/offboarding processes, ensuring timely access provisioning and revocation
- Led network infrastructure projects including segmentation, asset tracking, and system hardening
- Provided escalated support for Windows/Mac workstations, mobile devices, and network connectivity issues
- Implemented automated workflows reducing manual IT tasks and improving ticket resolution times by 25%
- Coordinated with cross-functional teams on compliance initiatives and security audits
Senior IT Service Engineer
WorldPac
12.2020 - 11.2021
- Resolved escalated technical issues for desktop, server, and network infrastructure
- Supported network refresh projects, improving infrastructure performance and system reliability
- Administered AS400 system during testing and migration phases, ensuring smooth transition
- Provided hardware/software troubleshooting and support across warehouse and office environments
- Managed IT asset inventory and coordinated equipment procurement and deployment
- Partnered with IT operations team to optimize support workflows and reduce average resolution time
Senior IT Support Specialist
Juul Labs Inc.
04.2019 - 12.2020
- Managed complete user lifecycle in Active Directory and Okta (creation, modification, termination)
- Administered AWS Workspaces environment for remote users, ensuring secure access and performance
- Maintained ServiceNow ticket queues with 95%+ SLA compliance, consistently exceeding resolution targets
- Performed Windows 10 and macOS troubleshooting, software installations, and hardware repairs.
- Supported VPN, SSH, and network connectivity issues for technical and non-technical staff
- Coordinated with cybersecurity team on access reviews, security incidents, and policy enforcement
- Managed mobile device provisioning and support for iOS and Android devices
System Support Specialist II
LinkedIn
05.2017 - 04.2019
- Delivered white-glove deskside support for Windows and Mac users across multiple campus locations
- Managed user account administration in Active Directory and internal systems
- Performed data backup management, system configurations, and disaster recovery procedures
- Utilized ServiceNow for incident and request management, maintaining detailed documentation
- Troubleshot SSH access, networking issues, and application connectivity for engineering teams
- Supported internal application deployments and provided end-user training
- Maintained hardware/software inventory and coordinated equipment refresh cycles
- Managed approximately 30 incoming calls and emails per day from customers.
Deskside Support Technician
Lockheed Martin
10.2013 - 05.2017
- Provided tier 1/2 desktop support for 1,000+ users across engineering and administrative departments
- Imaged and deployed workstations using PXE boot and automated deployment tools
- Managed Active Directory user accounts, group memberships, and security permissions
- Coordinated large-scale system migrations and enterprise software rollouts
- Maintained comprehensive hardware/software inventory using asset management systems
- Resolved incidents via Remedy ticketing system, reducing ticket backlog by 30%
- Performed workstation upgrades, hardware replacements, and software installations
PC Workstation Technician
Kaiser Permanente
05.2013 - 08.2013
- Deployed and configured new PC hardware for clinical staff in healthcare environment
- Provided troubleshooting support for workstations, printers, and medical equipment
- Maintained incident ticket documentation in Remedy system
- Assisted with software installation and user migrations during hardware refresh projects
Desktop Support Analyst
Stanford Hospital & Clinics
08.2008 - 05.2011
- Supported enterprise-wide Active Directory migration for 3,000+ desktop and laptop systems
- Provided technical support during EPIC EMR deployment across clinical departments
- Managed workstation imaging, deployment, and refresh cycles
- Troubleshot Windows systems, printers, mobile devices, and network connectivity issues
- Maintained IT compliance documentation and asset tracking records
- Delivered on-site support ensuring minimal disruption to clinical operations
AD Migration Tech
Stanford Hospital & Clinics
08.2007 - 05.2008
- Assisted in migrating 2,000+ PCs to new Active Directory domain
- Performed workstation imaging and hardware deployment for clinical staff
- Provided on-site deskside support during migration, resolving AD access and authentication issues
- Contributed to IT asset management and inventory tracking
Education
Associate of Applied Science - IT Network Security
Heald College
San Jose, CA01-2008
Skills
- IT Infrastructure Management
- Cybersecurity (CrowdStrike, Rapid7)
- Cloud Computing (AWS, O365, Google Suite)
- Active Directory & Okta Administration
- Network Security & Segmentation
- ServiceNow & Jira Ticketing Systems
- Endpoint Management & Device Support
- Data Backup & Recovery
- Troubleshooting & Incident Management
- Asset & User Access Management
- Technical Support & Customer Service
Certification
- CCNA: Cisco Routing and Switching | Mission College | 2021
- Ongoing: Cybersecurity & Cloud Specialization
Timeline
IT Systems Analyst III
Amgen
11.2024 - 11.2025
Senior IT Support Engineer
Juul Labs Inc.
11.2021 - 11.2024
Senior IT Service Engineer
WorldPac
12.2020 - 11.2021
Senior IT Support Specialist
Juul Labs Inc.
04.2019 - 12.2020
System Support Specialist II
LinkedIn
05.2017 - 04.2019
Deskside Support Technician
Lockheed Martin
10.2013 - 05.2017
PC Workstation Technician
Kaiser Permanente
05.2013 - 08.2013
Desktop Support Analyst
Stanford Hospital & Clinics
08.2008 - 05.2011
AD Migration Tech
Stanford Hospital & Clinics
08.2007 - 05.2008
Associate of Applied Science - IT Network Security
Heald College