Resume

Professional profile and experience

IT support and systems administration profile grounded in real roles across Microsoft 365, Intune, Active Directory, and operations, with a quiet edge in automation and AI.

The preview and download are generated from published portfolio evidence and current resume material only.

Profile summary

Diplov "Dylan" Dahal

IT Support & Systems Administration — Microsoft 365 · Intune · Active Directory · Automation & AI

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IT support and systems administration professional with 6+ years keeping people productive and infrastructure reliable across Windows, Microsoft 365, and macOS environments. Hands-on with endpoint/MDM management (Intune, Apple Business Manager), Active Directory and identity/access, device lifecycle, and Tier 1-2 troubleshooting — backed by strong ticketing, documentation, and a service-first approach. Known for leading practical automation and AI projects, including an internal IT/HR support assistant, that make support faster and teams more self-sufficient.

Endpoints & MDM: Intune, Apple Business Manager, macOS admin, Windows provisioning & deployment, asset lifecycle

Identity & Access: Active Directory, M365/Entra, SSO & MFA, password managers, passkeys, onboarding/offboarding, permissions & governance

Systems & Infrastructure: Windows Server, ConnectWise, VPN, server room & local network (switches, Wi-Fi, security systems)

Cloud & SaaS: M365 (Exchange/SharePoint/Teams), Google Workspace, Zoom, Slack, RingCentral VoIP, Jira/Confluence, GitHub

Automation & AI: Power Automate/Power Platform, Microsoft Copilot, PowerShell & Python scripting, RAG/AI support assistants, evaluation & QA

Support & Process: Tier 1-2 support, ITSM/ticketing, SOPs & knowledge base, onboarding & training, audit & compliance support

Experience

The work history behind the portfolio.

The strongest pattern across the roles is hands-on IT support, systems administration, and a steady habit of automating the repetitive parts.

Apr 2022 to Jun 2025

Operations Area Manager (promoted from Administrator)

EPIC (Edgewood Partners Insurance Center)

Hired as Administrator in Operations and promoted to Operations Area Manager over multiple locations, owning budgeting, staffing, SOPs, and vendor management.
Delivered on-site and remote IT support to 3,500+ employees across Galway Holding, EPIC, and EPIC Corporate as a direct mentee of the CIO.
Managed device lifecycle via Intune and Apple Business Manager, plus onboarding, offboarding, and access provisioning.
Led AskScout, an internal IT and HR AI-powered support assistant (RAG), from concept through rollout; built equipment-checkout, asset-tracking, and request/approval workflows. Recognized with EPIC's Pinnacle Award (two nominations).

Jan 2019 to Jun 2022

Sr. IT Operations Analyst & SharePoint/Jira Administrator

Fresh n' Lean

Started and ran the IT department: server room and local network (switches, Wi-Fi, security/surveillance) with end-user support on Windows and macOS.
Led the company-wide Dropbox to SharePoint Online migration, stood up Microsoft 365, and provisioned users and licenses via M365, Active Directory, and Google Workspace.
Administered Jira and Confluence (workflows, dashboards, JQL) and ticketing, and automated with Power Automate (early Microsoft Copilot adopter) across SharePoint and Teams.
Built advanced Excel models (pivot tables, SAP data) for PMO forecasting and budgeting.

Jan 2018 to Present

Founder & Principal Consultant (IT Automation, Cloud & GenAI)

Twindevs

Build internal tools, automations, and self-service systems across Microsoft 365 and cloud, with hands-on troubleshooting and support across apps, integrations, and endpoints.
Design and ship AI support assistants (RAG pipelines and agents) with evaluation and QA.
Core stack: GCP, FastAPI, PostgreSQL, and CI/CD. This is the studio behind my side projects, kept secondary to my IT roles.

2016 to 2019

WordPress Developer

Fresh n' Lean

Built and maintained web properties, with troubleshooting, SQL, and SEO.

2016 to 2016

Business Analyst

IONutrition

Built data modeling and validation to support operational and marketing decisions.

2015 to 2016

Marketing Coordinator

IONutrition

Planned and executed online and direct-mail campaigns.

2014 to 2020

Executive Assistant

UGURU

Provided executive-facing operations and coordination (concurrent role).

Education

University of California, Riverside

B.A., Political Science (Administrative Studies / Business Administration)

2019

Google Project Management (Coursera)

Certificate, in progress

In progress

LinkedIn Learning

Python, OOP & Programming Foundations

Completed

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