PROFILE-0001
State: Active
Sabrina Jolly
IT Operations | Technical Project Management | ServiceNow Admin | Asset Management | Process Execution & Organizational Systems
I work in IT Operations at the intersection of Asset Management, configuration governance, and IT Project Management. My strength is bringing structure to complex environments, reducing operational risk, and creating clarity where work, ownership, and accountability tend to blur. I'm now applying that same discipline to data center operations at Microsoft.
Current Role
1 record
Inventory & Logistics Data Center Technician III
Microsoft · Palmetto, GA · On-site · Contract (via Insight Global) · Sep 2026 – Present
Supporting core data center operations — asset flow, inventory accuracy, and the logistics backbone that keeps hardware moving where it needs to go.
focus areas
- Server rack hardware handling and asset lifecycle tracking
- Inventory audits and material movement in a live data center environment
- Building fluency in enterprise infrastructure and networking fundamentals
Skills
platforms & ITSM
ServiceNow (CSA)
Jira
Confluence
Splunk
endpoint & device management
Apple Device Management
Microsoft Intune
Autopilot
Microsoft Entra ID
Workspace ONE
UEM
PXE Imaging
systems & scripting
Windows Administration
macOS
macOS Terminal
PowerShell
CLI
TCP/IP
VPN
IBM Mainframe
web
HTML
CSS
JavaScript
Java
operations
IT Incident Management
Root Cause Analysis
Asset Management
ITIL
Hardware Diagnostics
System Diagnostics
Technical Project Management
LOG-0001
Record Type: Full History
Full Experience Log
Most recently, I served as IT Project Manager for a large enterprise environment, where I owned asset lifecycle accuracy, standardized configuration and documentation practices, and coordinated across Build Lab, desk-side support, and Endpoint teams — focused on audit readiness, operational continuity, and reducing single points of failure through redundancy planning and process execution.
Earlier in my career, I supported enterprise IT Operations across high-pressure environments, coordinating cross-functional teams, documenting real-time updates, and driving resolution using ITSM platforms such as ServiceNow, Jira, and Confluence. I'm now applying that same structure and follow-through to data center operations at Microsoft.
Microsoft
Sep 2026 – Present
Palmetto, GA · On-site · Contract · via Insight Global
Inventory & Logistics Data Center Technician III
Sep 2026 – Present
Supporting core data center operations — asset flow, inventory accuracy, and the logistics backbone that keeps hardware moving where it needs to go.
focus areas
- Server rack hardware handling and asset lifecycle tracking
- Inventory audits and material movement in a live data center environment
- Building fluency in enterprise infrastructure and networking fundamentals
Chick-fil-A Corporate Support Center
Nov 2024 – Aug 2026 · 1 yr 10 mos
Atlanta, GA · On-site · Contract · via TekStream Solutions
Information Technology Project Manager
Full-time · Jul 2026 – Aug 2026 · 2 mos
responsibilities
- Managed and tracked special projects across Build Lab and Asset Management using a centralized Project Tracker to ensure visibility and accountability
- Coordinated and managed projects in collaboration with Endpoint Windows and Mac teams to align device deployment, imaging standards, and workflow improvements
- Partnered with CFA Supply Distribution Centers locally and internationally to support hardware deployments and operational projects
- Managed ServiceNow workflow projects including process improvements, SLA framework updates, and reporting enhancements
- Served as the operational point of contact for cross-functional IT projects from initiation to completion
- Built and maintained reporting infrastructure in ServiceNow to support SLA tracking, project status, and leadership visibility
- Developed and maintained team documentation, SOPs, and onboarding materials to standardize processes and reduce knowledge gaps
- Supported MSP transition planning by representing Build Lab operations in leadership meetings with CFA and TekStream stakeholders
Asset Build Team Leader
Contract · Apr 2026 – Jul 2026 · 4 mos
Led day-to-day operations within the Build Lab, overseeing asset lifecycle workflows, team coordination, and cross-functional alignment during a transitional MSP environment.
responsibilities
- Directed build lab operations across device intake, configuration, deployment, repair, and retirement, ensuring continuity in a high-volume, evolving environment
- Acted as the primary point of coordination between Asset Management, Endpoint, Walk-Up Support, and leadership to align priorities and maintain operational flow
- Monitored and supported asset lifecycle accuracy within ServiceNow, identifying discrepancies and driving resolution across teams
- Provided operational guidance and support to build technicians, helping maintain productivity, quality standards, and workflow consistency
- Identified gaps in communication, ownership, and process clarity, and implemented practical adjustments to reduce delays and improve throughput
- Supported transition efforts from internal operations to MSP structure, maintaining stability amid shifting roles, responsibilities, and expectations
- Contributed to documentation, reporting, and process visibility to support audit readiness and SLA preparation
- Balanced execution and leadership responsibilities, stepping in as needed to ensure build completion and operational continuity
Asset Management (Operational Support)
Contract · Aug 2025 – Apr 2026 · 9 mos
Provided operational asset management support within the Build Lab, maintaining lifecycle accuracy and governance during coverage gaps and high-volume periods.
responsibilities
- Supported end-to-end asset lifecycle tracking: intake, assignment, warranty, redeployment, and retirement
- Maintained chain-of-custody documentation and ensured audit readiness
- Monitored asset accuracy within ServiceNow and resolved discrepancies
- Coordinated with Endpoint and Walk-Up teams to align device records with deployment activity
- Tracked warranty flow and returns to reduce loss and improve traceability
- Identified process gaps and recommended workflow improvements
Desktop Configuration Technician II — Build Lab
Contract · Nov 2024 – Apr 2026 · 1 yr 6 mos
Owned asset lifecycle accuracy and configuration standards across device intake, deployment, repair, and retirement. The role spanned operational leadership, process governance, and cross-team coordination to reduce risk, improve traceability, and ensure continuity during team absences.
responsibilities
- Owned end-to-end asset lifecycle management for the Build Lab, including intake, assignment, warranty flow, redeployment, and retirement
- Established and enforced configuration and documentation standards for devices returning to production and warranty processing
- Acted as the primary point of accountability for asset accuracy, chain-of-custody, and audit readiness
- Partnered closely with Endpoint (Apple and Microsoft) teams to test and validate image updates prior to deployment
- Coordinated across Build Lab, Walk-Up Support, Asset Management, and Endpoint teams to ensure clean handoffs and operational alignment
- Designed and standardized incident documentation templates to improve visibility into work performed, device history, and operational throughput
- Identified operational risks and process gaps and implemented practical improvements that reduced noise, rework, and instability
Navy Federal Credit Union
Oct 2022 – Oct 2024 · 2 yrs 1 mo
Jonesboro, GA · Remote · Contract · via Seneca Resources
Service Desk Analyst II — IT Operations & Incident Escalation
Supported ITIL-aligned incident management within a regulated enterprise environment, serving as a Tier II escalation point across infrastructure, identity, and endpoint domains.
responsibilities
- Managed incident escalation, documentation, and resolution workflows across Windows, macOS, Linux, and Chrome OS environments
- Supported identity and access-related incidents using Active Directory and enterprise IAM tools
- Investigated recurring incidents and contributed to process improvements aimed at reducing repeat failures
- Partnered with infrastructure and security teams to resolve high-impact incidents affecting remote users and business continuity
- Ensured compliance with operational and regulatory standards while maintaining clear communication with stakeholders
Carvana
Apr 2022 – Oct 2022 · 7 mos
Atlanta, GA · On-site · Full-time
Service Desk Analyst II — Incident & Operations Support
Provided operational and escalation support within a fast-paced enterprise environment.
responsibilities
- Acted as escalation point for complex incidents requiring coordination with Endpoint and Infrastructure teams
- Documented incidents, root causes, and resolutions to support operational visibility and trend analysis
- Supported collaboration platforms, mobile devices, and remote workforce technologies
T-Mobile
Sep 2020 – Apr 2022 · 1 yr 8 mos
Atlanta, GA · Remote · Full-time
IT Incident Analyst
Worked directly in enterprise incident and major incident management, supporting coordinated response during high-severity outages.
responsibilities
- Coordinated incident response efforts across technical teams during business-impacting events
- Maintained live incident documentation and facilitated structured communication during outages
- Supported post-incident reviews and corrective action tracking to prevent recurrence
- Applied ITIL principles to improve consistency and control within incident response processes
Turner Broadcasting System, Inc
Oct 2018 – May 2019 · 8 mos
Atlanta, GA · On-site · Full-time
Operations Engineer I — Operational Stability & Incident Response
Supported operational stability for live and on-demand broadcast systems.
responsibilities
- Participated in on-call incident response rotations for mission-critical media platforms
- Assisted in outage resolution, post-mortem analysis, and process improvement initiatives
- Supported platform upgrades, automation efforts, and operational documentation
- Maintained knowledge base articles and SOPs to support consistent service delivery
Apple
Jan 2014 – Sep 2018 · 4 yrs 9 mos
Lawrenceville, GA · Remote · Full-time
Senior Technical Support Advisor II — Escalation & Knowledge Operations
Aug 2016 – Sep 2018 · 2 yrs 2 mos
Served as a senior escalation resource within Apple's enterprise support organization.
responsibilities
- Acted as subject matter expert for iCloud, iWork, and Apple ecosystem services
- Supported complex incident resolution and mentored peers on troubleshooting and escalation best practices
- Developed internal training materials and documentation to reduce recurring incidents and improve resolution quality
Technical Support Advisor (iOS, Mac, iCloud)
Jun 2014 – Aug 2016 · 2 yrs 3 mos
Expanded into Mac and iCloud support after building a foundation in iOS, handling a broader range of troubleshooting across Apple's ecosystem.
responsibilities
- Diagnosed and resolved hardware, software, and account-related issues across iOS, Mac, and iCloud
- Walked customers through troubleshooting steps in a clear, patient, and structured way
- Escalated complex or unresolved cases to senior support tiers with detailed documentation
Technical Support Advisor (iOS)
Jan 2014 – Jun 2014 · 6 mos
Entry point into Apple's enterprise support organization, focused specifically on iOS devices and troubleshooting.
responsibilities
- Provided first-line technical support for iOS devices, resolving common software and connectivity issues
- Documented customer interactions and resolutions to maintain accurate support records
- Built foundational troubleshooting and customer communication skills that carried into later, higher-tier roles