Joshua Friling

About Me

I'm an IT Support Engineer who specializes in building calm, reliable, and secure technical environments. I’m energized by taking scattered or overly manual processes and turning them into systems that feel intuitive, predictable, and genuinely helpful for the people who use them.

Over the past several years, I’ve supported distributed teams using Apple hardware, Google Workspace, and a wide range of modern SaaS platforms. My work focuses on reducing friction— whether that means tightening identity workflows with Okta, improving device posture with Jamf Pro and JumpCloud, or designing documentation that makes complex processes understandable.

I’m especially drawn to the intersection of people, process, and automation. I enjoy creating onboarding and offboarding experiences that work the same way every time, implementing secure access guardrails, and building repeatable workflows so the “boring but important” parts of IT happen quietly in the background.

Outside of work, I spend time in my home lab experimenting with TrueNAS, ZFS, Docker, and networking. I use those hands-on projects to test ideas, learn what breaks, and bring back practical, battle-tested improvements that strengthen day-to-day operations in the workplace.

Currently exploring

Security-focused automation for identity, access, and device workflows with Okta
Frictionless onboarding & offboarding that scales with remote-first teams
Advanced home-lab experimentation with TrueNAS, Docker, ZFS, and self-hosted services

Experience

Rad AI

IT Support Engineer • April 2025 – Present

Spearhead onboarding workflow improvements and build systems that strengthen cross-functional collaboration, ensuring IT tasks, device setup, and access provisioning happen predictably and on time.
Implement and maintain IT asset management using Asset Panda, improving audit readiness, lifecycle visibility, and distributed hardware tracking.
Administer Jamf Pro and JumpCloud for macOS, Windows, and Linux devices—enforcing security baselines, software deployment, and compliance posture across a fully remote workforce.
Collaborate with People Ops and Security to streamline onboarding/offboarding using Okta, reducing manual provisioning and strengthening RBAC controls.
Deliver high-quality support and proactively surface root-cause issues, reducing repeat incidents through documentation and workflow improvements.
Standardize device provisioning and identity workflows to reduce new-hire ramp-up time and reinforce secure, consistent access patterns.

InfoTrust

IT Specialist II • April 2022 – April 2025

Developed and documented 30+ IT SOPs, standardizing onboarding, systems administration, and Help Desk workflows across the organization.
Administered and optimized 10+ IT platforms including Google Workspace, Microsoft 365, Jira, Confluence, Slack, Zoom, 1Password, and Adobe.
Led the migration of hardware management from an MSP to internal operations—reducing costs by 87% and saving $75k annually.
Designed and deployed zero-touch provisioning using Jamf and Kandji, reducing device setup time from 2 hours to 15 minutes.
Delivered Tier 1–4 technical support for 150+ employees, resolving issues across Apple hardware, identity, security tooling, and SaaS platforms.
Built and implemented lifecycle management strategies for 200+ devices, improving asset tracking, upgrade paths, and secure decommissioning.
Led adoption and configuration of Atlassian tooling—automating 20+ workflows and enhancing cross-team collaboration.
Deployed Docker environments and built automation workflows using N8N, Bash, APIs, and GAM—reducing manual IT tasks by 40–50%.

Projects

Onboarding & Offboarding Automation

Created automated lifecycle workflows that coordinated identity provisioning, Google Workspace setup, Slack access, and device preparation. Reduced manual effort, improved access consistency, and provided HR/IT with a clear, predictable process from new hire onboarding through offboarding.

Tools: Okta, n8n, Google Workspace, Slack, Jamf Pro, JumpCloud

MDM Tooling Migration

Assisted in the migration of device management platforms, including transitioning hardware off MSP-controlled systems from one MDM to Kandji. Standardized configuration profiles, strengthened device security baselines, and improved visibility across the entire Mac fleet.

Tools: Jamf Pro, Kandji, Apple Business Manager, macOS

Ticketing System Setup & Workflow Design

Implemented and optimized the internal IT ticketing system to streamline intake, routing, and resolution workflows. Built templates, automation rules, and documentation standards that made IT processes more predictable for both end users and support engineers.

Tools: Jira Service Management, Confluence, IT documentation

Device Lifecycle Management Program

Developed a lifecycle strategy covering procurement, deployment, upgrades, and secure decommissioning for 200+ devices. Improved asset tracking, reduced surprises around hardware aging, and ensured employees received properly configured devices on day one.

Tools: Asset Panda, Jamf Pro, hardware replacement planning

Home Lab Environment

Maintain a personal home lab for experimenting with different applications, Docker containers, self-hosted services, and media management tools. Use the environment to learn new technologies, test ideas, and explore automation concepts in a low-risk, hands-on way.

Tools: TrueNAS, Docker, Portainer, Plex, various self-hosted apps