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Anourack Devin Xiong

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IT professional with 5+ years supporting and administering hybrid macOS and Windows environments across identity, device management, SaaS, networking, and security compliance. Focused on using scripting and AI to take repetitive work off people's plates, and helping teams adopt AI tools that make them faster and better at their jobs.

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0+ years in IT
0% fewer Tier 1 tickets
0person org supported

Core Skills

Click a skill to highlight where I've used it.

Identity & Access

Endpoint & Cloud

SaaS & Scripting

Security & Compliance

AI & Automation

Experience

Senior Information Technology Support Analyst

RxSense · Boston, MA

Jul 2026 – Present
  • Serve as primary IT escalation point for executives and staff, owning the support queue and resolving complex, multi-system issues across macOS, Windows, and cloud environments.
  • Administer identity and access across Okta, Entra ID, Active Directory, Google Workspace, and Windows 365, including account lifecycle, MFA, group management, and SSO troubleshooting.
  • Build and maintain PowerShell and Python automation for IT administration, version-controlled in GitHub, using Claude to accelerate scripting and documentation.
  • Support AWS, Azure, and GCP administration, office networking, A/V, and Brivo physical access within a SOC 2, HIPAA, HITRUST, and ISO 27001 regulated environment.

Information Technology Specialist

Brightcove · Boston, MA

Nov 2022 – Mar 2025
  • Managed IT infrastructure for a 300-person hybrid macOS/Windows company spanning identity, endpoint, SaaS, networking, A/V, and security controls.
  • Resolved 80–100 tickets a week, averaging 10–20 complex, high-level requests a day alongside routine support.
  • Reduced Tier 1 ticket volume by 35% by deploying Atlassian Rovo and Okta Workflows, backed by a self-built GitHub repository of webhook and Slack automation.
  • Administered lifecycle operations across Okta and JumpCloud, building Okta Workflows to cut manual provisioning overhead.
  • Led SOC 2 Type I/II and ISO 27001 programs, including control scoping, evidence collection, access reviews, and audit coordination.
  • Built Jamf Pro MDM from scratch, managing configuration profiles, endpoint security, and patch management on macOS.
  • Owned SaaS administration across Google Workspace, Slack, Atlassian, and Zoom, including licensing and access governance.
  • Served as primary IT escalation point for the C-suite; managed hardware, ISP, and SaaS vendor contracts, pricing benchmarks, and renewals.

IT Support Specialist

Electric Supply Center · Burlington, MA

Jan 2022 – Nov 2022
  • Managed IT operations across Microsoft 365, Windows and macOS endpoints, on-premise servers, and network infrastructure including switches, firewalls, and wireless access points.
  • Managed user accounts, permissions, and group policies in Active Directory; handled provisioning and deprovisioning across the organization.
  • Created and maintained technical documentation and infrastructure specs to support IT deployments and knowledge transfer.

Technical Customer Support Associate

Amazon

Aug 2021 – Dec 2021
  • Managed end-to-end technical support for Blink smart home and security camera products via phone and email, owning cases from first contact through resolution.
  • Tracked recurring failure patterns across the support queue and surfaced product trends to team leads to inform engineering and product decisions.

How I Use AI

I use AI as part of my IT toolkit to take repetitive work off the queue, write and check scripts faster, and keep documentation current. Some of this is running today; some of it I'm still building.

Scripting with an AI pair

I use Claude Code in VS Code to write, review, and document PowerShell and Python admin scripts. I read and test everything before it touches production systems.

Automations

I connect Okta Workflows, Slack, and webhooks so routine requests like provisioning and access changes run without manual steps. Requests that took about a working day by hand, against a 24-hour SLA, dropped to 1–2 hours, and about 4 hours for more complex ones.

Agents & bots In progress

I'm setting up AI agents and Slack bots that answer common IT questions and collect the right details before a request reaches a technician.

Runbooks

I write step-by-step runbooks that a new technician, or an AI agent, can follow without guessing, so fixes are repeatable and don't live in one person's head.

Education

University of Massachusetts Lowell

B.S. Business Administration · 2024

Concentration: Management Information Systems

Certifications

CompTIA Security+ (SY0-701)

Security operations, incident response, IAM, network security, risk management.

Workato Automation Pro I