IT Application & Production Support · Systems, Identity & Data Operations
I keep business-critical applications running: ticket-driven support, root-cause analysis, controlled releases, and the identity and documentation work that keeps a service stable once it is live.

• Application & production support: ticket lifecycle, priority and queue management, incident intake and escalation, root-cause analysis, resolution documentation
• Support tooling I have built: a full support ticketing system with priority, agent assignment, pending/completed queues, Kanban triage, email-to-ticket intake and a response-review approval step, plus an operational incident service fed by Sentry and PostHog
• Identity & access: Active Directory users, computers and network resources; MFA design and enforcement; Microsoft Entra ID application registration and delegated Microsoft Graph scopes; Microsoft 365 with Teams, Outlook and OneDrive
• Infrastructure & endpoints: Windows Server, Windows 11 imaging and deployment, Linux and macOS support, VLAN/DNS/DHCP troubleshooting, virtualization, asset and equipment lifecycle
• Data operations & automation: Python, SQL across PostgreSQL and MySQL, Excel and Google Sheets validation, Power BI reporting, ETL and reconciliation with quality controls

Anchor Coaching — IT Production Support Analyst (contract), Aug 2025 to Jul 2026
Multi-tenant Next.js coaching SaaS platform supporting Super Admin, Staff Coach, Independent Coach and client roles.

• Built the platform’s support ticketing system end to end, including email-to-ticket intake from shared support mailboxes and a review step before replies reach users
• Ran an operational incident workflow with automatic Sentry and PostHog signal ingestion
• Designed and enforced multi-factor authentication as platform policy: mandatory staff MFA, super-admin controls and forced re-enrolment
• Registered and configured a Microsoft Entra ID application, managing delegated Microsoft Graph OAuth scopes, consent and token refresh for Teams, Outlook calendar and OneDrive
• Delivered the product as an installable cross-platform Progressive Web App for desktop, Android, iPhone and iPad browsers, with offline fallbacks, Web Push and version-aware cache updates
• Closed a double-booking race condition using PostgreSQL exclusion constraints, and built Stripe payout and gateway-fee reconciliation workflows
• Shipped 300+ pull requests and authored 127+ chapters of role-based platform documentation with CI cross-link checks

• Deepening ITSM and incident-management practice around ticket lifecycle, SLAs and escalation
• Building repeatable automation and reporting workflows with stronger data-quality controls
• Continuing cloud and networking study, working through AWS and Cisco material
• Expanding practical systems and troubleshooting documentation across my repositories

• david-on-cloud — Portfolio website and case studies: https://davidoncloud.com
• networking-labs — Hands-on Cisco troubleshooting and networking lab documentation
• scripting — SQL, Python, and workflow automation assets
• Teaching_labs — Practical classroom labs and implementation exercises

• Active improvements are delivered through merged updates across featured repositories.
• Technical progress is documented in each repository’s commits, PRs, and release notes.

• Website: https://davidoncloud.com
• LinkedIn: https://www.linkedin.com/in/tope-david-m-48076969
• Email: info@davidoncloud.com