Nolan Kim
IT Support Engineer
Most valuable skills
Click a skill, role, bullet, school, or certification and AI Nolan will explain how it connects to Nolan's work.
Skills
01
SaaS & Collaboration
Microsoft 365, Exchange, Teams, SharePoint, OneDrive, Google Admin Console, Google Workspace, Azure, Slack, Zoom, Apple Business Manager, Apple School Manager, GitHub, Asana, Atlassian Confluence
ITSM & Support
Jira, Jira Service Management, Salesforce, ServiceNow
Identity & Access
Okta, Active Directory, Microsoft Entra ID / Azure AD, SAML, OAuth/OIDC, SCIM, MFA, RBAC
Endpoint & Security
Kandji, Iru, Jamf Pro, Microsoft Intune, LastPass, Sophos
Diagnostics & Logging
Splunk Cloud, SAML Tracer, LogRocket
Operating Systems
macOS, iOS, Windows, Windows Server, Linux, Android, ChromeOS
Automation & Scripting
Zapier, Okta Workflows, Slack Workflow Builder, Jira Automation, OpenAI API, Python, PowerShell, Bash, JavaScript, Node.js, SQL
Experience
02
Calbright College
IT Support Engineer
- Owned day-to-day IT support coverage as one of four primary L2 support contacts in a state-funded education startup, supporting ~180 staff and a student user base that grew from 4,000 to ~7,800 users across SaaS, integrations, identity, endpoints, hardware, software, and networking issues.
- Administered Google Workspace at scale, including users, groups, org units, shared drives, calendars, group email, email routing, licensing, account recovery, 2-step verification, Chrome device settings, and security controls through Google Admin Console.
- Managed identity lifecycle with Okta as the central platform for provisioning, group/role-based access, onboarding, offboarding, secure deprovisioning, SaaS access, license management, SAML/OIDC SSO, and SCIM provisioning.
- Managed endpoint lifecycle across Jamf Pro, Kandji, Iru, Intune, and Google Admin Console, including vendor coordination, Jamf-to-Kandji migration support, macOS/iOS provisioning, configuration profiles, app deployment, OS updates, patch management, compliance checks, fleet tracking, and secure deprovisioning.
- Analyzed access, device, SaaS, and internal platform issues using logs, API responses, Splunk Cloud data, and configuration review; partnered with engineering teams and vendors to implement repeatable fixes and create knowledge base and help center resources.
- Supported cybersecurity and compliance work by configuring alerts for privileged superuser account activity, assisting with SOC 2 vendor security questionnaires, reviewing vendor security responses, and analyzing Sophos and Kandji logs for endpoint security and compliance events.
- Handled integration, authentication, permissions, and ticketing changes during a full organizational domain migration across email, SSO, and SaaS integrations in Okta, Azure, Google Workspace, Jira, Confluence, Slack, and Zoom.
DRI Inc.
IT Support Specialist & System Administrator Consultant
- Built and owned IT support and systems administration as the sole IT contact for 120+ users across three branches, evolving a traditional hardware server environment into modern SaaS, identity, cloud backup, and remote access operations.
- Deployed and maintained Windows and Linux servers, laptops, workstations, printers, routers, switches, firewalls, wireless connectivity, Intune-managed Windows endpoints, AWS S3 backup automation, and OpenVPN remote access.
- Implemented Jira as the primary ticketing system and translated ticket trends, recurring support issues, and CEO/COO feedback into documentation, software tutorials, and workflow improvements that reduced onboarding time by 3 hours per user.
- Built Python scripts to tie HR workflows into identity provisioning, standardizing account creation, group assignments, onboarding/offboarding, and SSO logon access across internal and SaaS platforms.
- Built an internal AI support agent with the OpenAI API and Zapier that automated Jira case creation, generated troubleshooting guidance from internal knowledge base content, and reduced basic troubleshooting ticket volume by 46%.
Keck Medical Center of USC
IT Helpdesk Analyst II
- Served as first point of contact for 10,000+ staff in a large-scale healthcare environment, resolving issues across Windows and macOS devices, Microsoft 365, Outlook, Exchange Online, Teams, SharePoint Online, OneDrive, SSO, Google Workspace, Active Directory, Citrix, Cerner, Azure Intune, Tailscale VPN, and mobile devices.
- Managed incident, request, change, and problem documentation in ServiceNow, handled P2 and P3 escalations, monitored ticket queue and call metrics through daily reports, and maintained internal knowledge base documentation.
- Supported identity and access management workflows by provisioning and managing user accounts and groups in Active Directory and related internal applications while maintaining HIPAA-compliant handling of user and system information.
Education & Certifications
03
École 42
BASc Computer Science — France RNCP Level 6
Highly selective computer science program with a reported ~1.1% acceptance rate. Completed project-based software engineering work in C, JavaScript, Python, and C# spanning systems programming, algorithms, data structures, UNIX/Linux, networking, system administration, OOP, and client-server architecture.
CompTIA A+
Okta Certified Professional
Projects & Awards
04
AI Nolan
AI Support Triage & Ticketing System
Recreated the chatbot triage system previously built at DRI as a three-day public resume project using Jira, Zapier, Vercel, and the OpenAI API. The system troubleshoots basic IT issues, escalates unresolved cases, creates Jira tickets, logs conversations, captures recruiter leads, sends email notifications, and lets visitors check live ticket status by case key.
2016 FIRST Robotics Competition
3rd Place — 50+ competitors
Contributed to a collaborative robotics team focused on ownership, peer review, creative problem solving, and fast iteration under pressure. Helped build and program ball scooping and launching mechanisms for a competition robot designed to navigate rough terrain.
Contact
05
Reach out directly or use AI Nolan on the left — he'll pass along recruiter leads, support tickets, and anything that needs the real Nolan.