Triston Felix

Infrastructure & Systems Engineer

Triston Felix

IT Professional with 7+ years of experience guiding enterprise IT strategy and daily operations across multi-site environments. Known for translating business goals into resilient Microsoft 365, Entra ID, Azure, VMware, and Hyper-V ecosystems that increase uptime, automate manual work, and accelerate hybrid cloud adoption. Passionate about mentoring IT teams, hardening security posture, and building governance frameworks that keep organizations compliant and prepared for growth.

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Hybrid Cloud Strategy Identity & Access Governance Automation & Observability Incident Response Leadership
Currently modernizing multi-property gaming infrastructure and mentoring IT teams on automation-first operations.
Russellville, KY 42276
[email protected]
7+ years leading enterprise IT operations
99.98% uptime sustained across hybrid infrastructure
35% reduction in security exceptions
1,000+ devices automated with zero-touch onboarding

Experience

Driving resilient operations and secure modernization across gaming and hospitality environments.

Systems Administrator II

The Mint Gaming Hall
January 2023 – Present
  • Manage IT operations across all Kentucky locations, overseeing servers, networking, storage, and cloud environments.
  • Administer Entra ID, Intune, MFA, and DLP sensitivity labels to strengthen compliance and data protection.
  • Oversee Veeam Backup & Replication architecture for disaster recovery and retention compliance.
  • Integrate Freshservice ITSM with Slack and M365 automations for efficient escalations and workflow tracking.
  • Administer UniFi Enterprise Fortress Gateways and Cisco Switching for VLAN-segmented traffic and multi-ISP failover.
  • Design and maintain hybrid server environments (VMware, Hyper-V, Azure).

IT Administrator

The Mint Gaming Hall
November 2021 – January 2023
  • Served as technical lead for escalations while partnering with operations leadership to prioritize a roadmap of modernization initiatives.
  • Deployed company-wide mobile device management with zero-touch provisioning and compliance policies covering 1,000+ endpoints.
  • Rolled out Microsoft 365 sensitivity labels and automated retention policies that cut unauthorized data sharing incidents by half.
  • Implemented an observability stack for servers, network gear, and SaaS applications, shrinking unplanned outages by 32% in the first year.

Tech Lead - PTE

Support.com
September 2018 – November 2021
  • Owned Tier 2/3 escalations for SMB clients across a 24/7 multi-tenant environment, specializing in routing, switching, and Active Directory remediation.
  • Designed knowledge-base content and coaching sessions that accelerated Tier 1 ramp time and lifted first-contact resolution rates by 18%.

Toolbox

Curating platforms that balance automation, observability, and zero-trust guardrails.

Cloud & Identity

Azure AD / Entra ID, Intune, Microsoft 365, Azure Arc, Defender for Cloud

Infrastructure

VMware vSphere, Hyper-V, Proxmox, Veeam, Dell EMC

Networking

UniFi Enterprise, Cisco Catalyst & Meraki, pfSense, Tailscale

Automation & Observability

PowerShell, Terraform, GitHub Actions, Grafana, Prometheus

Service & Collaboration

Freshservice, Service Desk Plus, Confluence, Slack, Teams

Projects

Productizing automation and resilience to keep distributed teams connected and secure.

Tailscale Site-to-Site & End-User VPN

  • Replaced a manually maintained WireGuard/BGP topology with Tailscale, creating a scalable mesh VPN that eliminated single points of failure.
  • Automated device enrollment and posture checks with Tailscale, reducing end-user VPN setup time from 45 minutes to under 10.
  • Delivered always-on connectivity for cross-site applications and remote staff with policy-based access rules and granular auditing.

Modernizing On-Prem AD Infrastructure

  • Migrated Windows Small Business Server 2011 to Windows Server 2019, stabilizing identity services and unlocking modern Group Policy capabilities.
  • Raised the forest functional level to Windows Server 2016 while redesigning OU and security group structure to simplify access reviews.
  • Deployed redundant domain controllers across each Kentucky site with DFS replication and health monitoring to guarantee resilient authentication.
  • Implemented Azure AD/Entra Connect with staged rollouts to enable seamless hybrid identity for on-prem and SaaS applications.

Manage Engine AD360 Suite Implementation

  • AD Manager Plus: Automated group moves and account provisioning with title-based templates, giving new hires day-one access while limiting delegated admin exposure.
  • AD Self Service Plus: Delivered branded self-service password resets with conditional MFA, eliminating 60% of help desk password tickets.
  • AD Audit Plus: Built dashboards that track logons, lockouts, file integrity, and configuration changes for early warning indicators and compliance evidence.
  • M365 Manager Plus: Crafted scheduled reports and bulk workflows for Microsoft 365, improving license hygiene and audit readiness.

Manage Engine Service Desk Plus ITSM

  • Implemented Service Desk Plus to centralize IT service management, covering ticketing, change management, projects, problem resolution, and inventory control.
  • Designed and developed a custom self-service portal for end-users, simplifying ticket submission, tracking, and improving overall support responsiveness.
  • Leveraged both out-of-the-box functionalities and custom configurations to tailor the ITSM solution to our organization’s needs.

Home Lab

  • pfSense: Repurposed an end-of-life WatchGuard appliance into a pfSense firewall with HAProxy reverse proxying, DNS overrides, and geoblocking for self-hosted services.
  • Proxmox: Run a rolling Proxmox cluster to test migration paths between hypervisors, evaluate Ceph vs. ZFS storage, and simulate enterprise patching procedures.
  • Home Assistant: Prototype automations that orchestrate HVAC, lighting, and presence detection while integrating with Grafana for observability practice.

Microsoft 365 Tenant Migrations

  • Led enterprise-wide M365 tenant consolidations across multiple acquisitions with zero downtime.
  • Unified user accounts, Exchange mailboxes, Teams, and SharePoint into a single secure environment.
  • Automated post-migration license assignment and group policy synchronization to reduce onboarding time by 60%.

Enterprise Veeam Replication & DR Standardization

  • Engineered high-availability Veeam replication across four Kentucky sites with unified retention and verification policies.
  • Reduced restoration times from hours to minutes through optimized proxy placement and automated verification jobs.
  • Built offsite recovery playbooks and immutability validation to strengthen ransomware resilience.

Freshservice ITSM Modernization

  • Migrated from ServiceDesk Plus to Freshservice to enable cloud-native ITSM with Slack and M365 automations.
  • Automated escalations, workflow triggers, and approvals to improve SLA consistency and reporting accuracy.
  • Deployed Freshservice dashboards and ticket analytics to visualize technician workloads and response metrics.

Cross-Tenant Entra ID Synchronization

  • Developed cross-tenant identity synchronization between ECL Entertainment and The Mint Gaming Hall.
  • Automated onboarding for newly acquired entities using dynamic membership and provisioning rules.
  • Streamlined M365 access, MFA enforcement, and policy deployment for 500+ hybrid users.

Zabbix & Grafana Observability Platform

  • Built centralized dashboards combining Zabbix metrics and Grafana visualizations for infrastructure and capacity insights.
  • Provided executives and IT leadership with real-time uptime, ticket correlation, and performance analytics.
  • Integrated alerting with Slack channels and Freshservice for unified incident visibility.