Trevor Johnson

Tier 2 engineering for a regulated financial-services client base (community banks & credit unions)

• Resolved 2,010 assigned service tickets across a 6-year tenure, progressing from Tier 1 (1,000+ tickets pre-2023) to Tier 2 engineer — owning 906 tickets end-to-end, growing annual throughput ~2.1× (195 → 414/year), logging 2,525+ billable hours, and sustaining a 9.64/10 average CSAT (11 perfect solo surveys, 0 low scores).
• Administered Active Directory and Microsoft Entra ID identity environments — remediated Entra Connect sync failures, repaired domain trusts, resolved password-hash-sync heartbeat outages, and executed legacy-account cleanup across multiple regulated-bank tenants.
• Engineered Microsoft 365 security controls — built and troubleshot Conditional Access policies (resolving CA error 53003), deployed MDM mobile-access restrictions, and configured Inbound Shield quarantine and mail-flow rules to enforce compliance posture.
• Led security incident response using Adlumin, Microsoft Defender, and ConnectSecure — investigating phishing and malicious-attachment events, isolating compromised devices, reviewing suspicious forwarding rules, and remediating vulnerabilities including FortiBleed exposure.
• Managed Windows Server and Hyper-V infrastructure — diagnosing service failures, resolving host/VM memory and disk-space constraints, scaling server resources, and applying .NET/SQL patch remediation.
• Triaged SD-WAN and network connectivity across VeloCloud, Arista, and Meraki fabrics — resolving LINK_DOWN alerts, coordinating ISP restoration, and owning the NOC-alert-to-carrier escalation loop via Auvik monitoring.
• Administered PKI and certificate lifecycle management — generating and renewing SSL/PEM certificates across production and non-production domains and building recurring renewal-cadence templates to prevent expiry-driven outages.
• Supported core banking application stacks — Fiserv (MoveIT / Wire Exchange), Finastra/Phoenix, Mortgagebot, Teller Elite, CoreDirector, and Shazam — bridging vendor coordination with in-house infrastructure for FFIEC-regulated clients.
• Executed change control and provisioning workflows — new-employee onboarding, group/access provisioning, GPO deployments, and firewall change requests under a regulated audit environment.

• Built and grew an engaged online community to 58,000+ organic Instagram followers through educational storytelling, short-form video, and consistent community engagement.
• Produced 300+ educational videos generating millions of organic views by translating complex technical and conceptual ideas into engaging, easy-to-understand content.
• Managed and engaged online communities across Instagram and Discord, fostering discussion, collecting feedback, and building long-term audience trust.
• Gathered customer and community insights to shape product improvements, messaging, and future product releases.
• Leveraged AI tools including ChatGPT and Claude to accelerate content creation, documentation, ideation, and marketing workflows while maintaining brand voice.
• Used analytics, experimentation, and iterative testing to continuously improve content performance, retention, and product positioning.

• Designed and deployed a fully serverless resume site using HTML/CSS/JS hosted on Amazon S3, with CloudFront for global CDN delivery, HTTPS, and custom domain routing via Route 53.
• Built a live visitor counter backed by DynamoDB, AWS Lambda (Python), and API Gateway, connected to the frontend via asynchronous JavaScript fetch calls.
• Debugged cross-service failures across CloudWatch, API Gateway, Lambda, and DynamoDB — including CORS misconfiguration, Python runtime conflicts, and IAM permission scoping.
• Rebuilt the entire backend infrastructure using AWS SAM (Serverless Application Model) as Infrastructure as Code, replacing manual console configuration with a version-controlled template.yaml deployable in a single CLI command.

• Designed and deployed a cloud-hosted patient acquisition funnel, transforming a nonexistent online lead generation process into an automated intake system.
• Built a custom HTML/CSS/JS landing page with dual audience paths (men's and women's treatment tracks), a JavaScript toggle routing form submissions to separate Klaviyo lists, and a testimonial embed.
• Deployed on AWS infrastructure: S3 static hosting, CloudFront distribution, ACM SSL certificate, and GoDaddy DNS configuration — delivering a HIPAA-conscious, serverless architecture running under $5/month.
• Documented the project end-to-end as a proof-of-concept case study demonstrating full-stack execution from brand strategy to cloud deployment.