ADHawk Technical Solutions by Adam D. Hawk

Professional Summary

Experienced IT Support and IAM professional combining deep troubleshooting expertise with current knowledge of cloud identity, networking, and secure access. Skilled at troubleshooting desktops, networks, and authentication workflows (SSO, SAML, MFA). Experienced supporting global academic and healthcare organizations as a technical point of contact for identity, networking, and SaaS access. Known for clear communication, calm problem-solving, and a people-first approach that makes technology work for people.

Core Competencies

IT Support & Troubleshooting
Identity & Access Management (SSO / SAML / MFA)
Networking (TCP/IP, VPN, Wi-Fi)
Directory Services & Access Troubleshooting (AD / Entra ID)
Cloud Application Access & Integration Support
Endpoint Security
Customer Communication
Documentation & Knowledge Base Authoring
Remote Support & Training

Certifications

CompTIA Security+ (CE) — Active since Sep 2025
CompTIA Network+ (CE) — Active since May 2025
CompTIA A+ (CE) — Active since Mar 2016

Professional Experience

EBSCO Information Services

Ipswich, MA / Remote

International Customer Account Specialist 2013–2024

Primary technical contact for 100+ international accounts across education and healthcare.
Supported authentication workflows (SSO, SAML, MFA) and SaaS-to-AD integrations for secure access.
Troubleshot network issues (DNS, VPN, firewall) impacting platform availability and uptime.
Customized and maintained web content and customer portals using basic HTML and CSS to align with institutional branding and accessibility standards.
Collaborated with engineering to test, document, and resolve integration and API issues.
Authored documentation and knowledge articles that streamlined support and reduced repeat tickets.

Technical Support Representative 2012–2013

Delivered first-line support for web-based research platforms and account access.
Resolved browser compatibility and authentication issues across diverse systems.
Maintained accurate CRM records to support trend analysis and faster resolutions.

ADHawk Technical Solutions

Consulting

Technology Consultant 2011–present

Provide remote IT support and secure access consulting for small business and home offices.
Build and maintain lightweight, brand-consistent websites for small business clients using Jekyll, GitHub Pages, and Cloudflare Pages (basic HTML/CSS customization).
Implement endpoint security, backup, and network solutions with a focus on reliability and usability.
Document environments and train users to improve self-service and reduce recurring issues.

Earlier Experience

Help Desk Support – Furman University & Gordon-Conwell Theological Seminary

Provided campus-wide IT assistance for students and faculty, supporting account setup, classroom technology, and desktop troubleshooting.
Developed early strengths in documentation, clear communication, and end-user empathy that continue to inform a people-first approach.

Education

Gordon-Conwell Theological Seminary — Master of Divinity (Anglican Studies), 2011
Furman University — B.A., Religion & German, 2007

Projects & Technical Exploration

Homelab Networking & Automation — Built and maintain a Ubiquiti UniFi network and Home Assistant environment integrating Wi-Fi, Zigbee, Z-Wave, Bluetooth, and Matter devices.
3D Printing & Technical Exploration — Operate and maintain an FDM 3D printer for hobby and practical projects; design and print parts or tools as needed, applying iterative problem-solving and curiosity.

Tools & Platforms

Windows & macOS Environments
Active Directory & Entra ID (User & Access Support)
Identity & Access Tools (OpenAthens SME; SAML, Okta, and Azure/Entra exposure)
Microsoft 365 & Common SaaS Applications
Cloud Hosting & Static Site Tools (Jekyll, GitHub Pages, Cloudflare Pages)
DNS, VPN, and Firewall Fundamentals
Ticketing & CRM Platforms
Tailscale Secure Networking
Home Assistant & Connected Device Ecosystems
Markdown, HTML, and CSS (Basic Customization)