IT Leader • 20+ Years

Ailyn Gonzalez
Infrastructure • Networking • Security • End-User Experience

IT Services Manager with 20+ years of experience overseeing enterprise infrastructure, networking, security, help desk operations, and vendor management. Known for delivering reliable, secure systems with a white-glove end-user experience.

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Professional Summary

Business-aligned IT leadership
IT leader with deep hands-on and leadership experience across infrastructure, networking, security, identity, and end-user services. Proven ability to manage vendors, lead teams, and align IT operations with business objectives in complex, multi-site environments.

Experience

Career progression
IT Services Manager — Pilot Thomas Logistics Oct 2025 – Present
  • Oversee enterprise networking, infrastructure, security, and help desk operations.
  • Manage IT vendors and service providers, ensuring consistent service quality and accountability.
  • Align IT services and end-user experience with business objectives.
ITSM Manager — Parkland Corp Dec 2024 – Oct 2025
  • Led ITSM strategy and ServiceNow operations.
  • Drove automation, reporting, and continuous improvement.
Team Lead, Identity & Access Management — Parkland Corp Jun 2023 – Dec 2024
  • Directed identity lifecycle management for 10,000+ users.
  • Administered Okta SSO and access governance.
IT Manager, Southeast Region — Parkland USA Jun 2021 – Jun 2023
  • Oversaw IT operations across 100+ locations.
  • Managed vendors, budgets, and regional support teams.
Previous Roles — Various South Florida Companies 2005 – 2014

Desktop Support, System Administrator, and Network Administrator roles across education, hospitality, commodities trading, and corporate travel industries.

Technical Skills

Expanded coverage
Cloud & Identity

Azure, Entra ID (Azure AD), Okta, SSO, MFA, Conditional Access, Zero Trust, PIM

Endpoint & Device Management

Intune, Apple DEP, Samsung Knox, MaaS360, BitLocker, compliance & patch management

Infrastructure

Windows Server, Active Directory, Hyper-V, VMware ESXi, AWS

Networking

Meraki, Fortinet, Ubiquiti, Aruba, SD-WAN, VPN, DHCP/DNS, HA/failover

Security & Governance

Email security, DLP, access reviews, audit support, vendor risk management

Microsoft 365

Exchange Online, Teams, SharePoint, OneDrive, retention & compliance

Automation

PowerShell (user lifecycle, reporting, administration), workflow automation

ITSM & Monitoring

ServiceNow, Jira, ConnectWise, monitoring & alerting

M&A & Integrations

Tenant consolidations, identity & email migrations, infrastructure transitions

End-User Operations

Help desk leadership, white-glove support, outsourced IT oversight

Certifications

Verified
CompTIA Network+ (2025) — Digital Badge

Education

Academic
Bachelor of Science — Information Technology, Miami, FL