Experience

Great Minds

• United States
• Education Administration Programs
• 700 & Above Employee

• Senior Desktop Engineer

  • Jan 2023 - Present

• Desktop Engineer

  • Nov 2020 - Mar 2023

  Farmington Hills, Michigan, United States

• Information Technology Help Desk Support

  • Feb 2020 - Nov 2020

  Greater Detroit Area



Self Employed Consultant

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Independent Technical Consultant

  • Oct 2018 - Feb 2020

  Chesterfield, MI • Consulted on logical and physical network topologies, security systems integration and cloud services. • Continuous improvement of skills related to Windows Server 2016, Chef, Azure, AWS, object-oriented coding and hypervisors. • Installed Cat6 cable and configured gateways, routers and access points in home offices and small businesses. • Studying for Security+ certification.



Nasdaq eVestment

• United States
• Financial Services
• 200 - 300 Employee

• Systems Administrator

  • Oct 2016 - May 2018

  Greater Atlanta Area • Wrote PowerShell scripts for the installation and local configuration of Microsoft OneDrive and the migration of user folders from on-site NAS to cloud-based OneDrive. • Managed group policy catalogue and deployed new policies increasing client security and reducing deployment times. • Audited NTFS permissions of NAS folders; redesigned folder hierarchy and AD security groups ensuring security with future scalability in mind. • Created workflows and SLAs in Jira ServiceDesk while… Show more • Wrote PowerShell scripts for the installation and local configuration of Microsoft OneDrive and the migration of user folders from on-site NAS to cloud-based OneDrive. • Managed group policy catalogue and deployed new policies increasing client security and reducing deployment times. • Audited NTFS permissions of NAS folders; redesigned folder hierarchy and AD security groups ensuring security with future scalability in mind. • Created workflows and SLAs in Jira ServiceDesk while monitoring KPIs and reporting opportunities for improvement. • Reduced email-based security breaches by 80% across the enterprise utilizing Wombat phishing campaigns and InfoSec educational materials. • Completed introductory training on AWS, Chef, VMs, and containers. • Systems Administration: TrendMicro, Jira ServiceDesk, Okta 2FA, MobileIron, Office 365 tenant, Active Directory, Exchange Online, Slack, Adobe Connect, Cisco Call Manager, MobileIron MDM, Wombat, Kaseya. • Daily responsibilities: InfoSec threat awareness and mitigation, Win 10 images, Windows group policy, NTFS permissions, Kaseya compliance and reporting, Windows patching, Bitlocker encryption, new hire training, escalated ticket resolution.

• Desktop Support Specialist

  • Oct 2016 - May 2018

  Atlanta, GA • Successfully resolved over 90% of all incoming tickets within eight business hours while maintaining the highest resolved ticket count per day with a customer satisfaction rating of 99%. • Took the initiative to learn Crestron control software in order to resolve persistent conference room bugs which reduced the cost of contracting 3rd party support. • Became first point of remote support for all UK based users through outstanding service and responsiveness. • Systems… Show more • Successfully resolved over 90% of all incoming tickets within eight business hours while maintaining the highest resolved ticket count per day with a customer satisfaction rating of 99%. • Took the initiative to learn Crestron control software in order to resolve persistent conference room bugs which reduced the cost of contracting 3rd party support. • Became first point of remote support for all UK based users through outstanding service and responsiveness. • Systems Administration: Office 365, Exchange Online, Active Directory, Cisco Call Manager. • Daily responsibilities: first contact resolution, monitoring ticket queue, conference room connectivity, inventory management, Dell laptop imaging and deployment.



Safe-Guard Products International

• United States
• Motor Vehicle Manufacturing
• 400 - 500 Employee

• Technical Support Analyst II

  • Apr 2016 - Aug 2016

  Greater Atlanta Area • Became the first point of contact for all VIPs and Executives by ensuring issues were resolved in a timely manner with minimal impact to business operations. • Systems Administration: Office 365, Active Directory, Exchange Online, CMS (Linux), SharePoint, WebEx. • Daily responsibilities: Active Directory users and groups, CMS account creation, escalated ticket resolution, HP laptop imaging, BYOD mobile devices, networked and local printers, VPN.



Turner (Turner Broadcasting System, Inc)

• United States
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Lead Production Support Specialist

  • Jan 2014 - Jun 2015

  Atlanta, Ga • Successfully completed the migration of several web portals and hundreds of knowledgebase articles from BMC Remedy to ServiceNow while identifying opportunities for improvement and ensuring current SLAs were met or exceeded. • Managed the SOC audited termination of thousands of user accounts including but not limited to: AD, O365, and RSA. • Designed new hire training materials and processes reducing the time required to train new analysts from four weeks to two weeks. • Authored… Show more • Successfully completed the migration of several web portals and hundreds of knowledgebase articles from BMC Remedy to ServiceNow while identifying opportunities for improvement and ensuring current SLAs were met or exceeded. • Managed the SOC audited termination of thousands of user accounts including but not limited to: AD, O365, and RSA. • Designed new hire training materials and processes reducing the time required to train new analysts from four weeks to two weeks. • Authored comprehensive technical documentation for cross-departmental stake holders and users leading to a reduction in ticket requests and call volume. • Received several nominations and awards for outstanding service from end users and peers. • Trained new analysts and coached existing analysts on best practices and troubleshooting techniques. • Systems Administration: Office 365, Exchange Online, Active Directory, NTFS permissions, BMC Remedy, WebEx, MeetMe, ServiceNow, PeopleSoft HCM, QIP DHCP, Citrix, VMware Airwatch. • Daily responsibilities: threat response, advanced troubleshooting, root-cause analysis, liaising between departments, contributing ideas and information to other leads and management, disseminating relevant change control and incident resolution information, authoring user documentation, responding to high-priority or VIP tickets.

• Production Support Specialist

  • May 2012 - Jan 2014

  Greater Atlanta Area • Achieved and maintained the highest first call resolution with the highest customer satisfaction rating, • Assisted engineering teams with VMWare Airwatch testing, mailbox migrations, self-service web portal creation, and Bomgar integration. • Systems Administration: Exchange Management Console, Active Directory, NTFS via security groups, BMC Remedy, WebEx, MeetMe. • Daily responsibilities: first call resolution, AD and O365 account creation, Remedy knowledgebase, RSA token creation… Show more • Achieved and maintained the highest first call resolution with the highest customer satisfaction rating, • Assisted engineering teams with VMWare Airwatch testing, mailbox migrations, self-service web portal creation, and Bomgar integration. • Systems Administration: Exchange Management Console, Active Directory, NTFS via security groups, BMC Remedy, WebEx, MeetMe. • Daily responsibilities: first call resolution, AD and O365 account creation, Remedy knowledgebase, RSA token creation and troubleshooting.



CNN

• United States
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Operations Engineer

  • Jan 2008 - May 2012

  Greater Atlanta Area • Installed, terminated, and tested miles of Cat7 and coaxial cable. • Installed A/V and network hardware in MDFs and IDFs according to project plans. • Contributing member of a team that received several prestigious broadcasting awards. • Daily responsibilities: monitor and adjust the quality of incoming audio and video signals, advise other departments on usability of video assets, ingest commercial assets for playback on air, assist senior engineers with projects.



TSI

• Project Lead

  • May 2007 - Jan 2008

  Ball Ground GA • Successfully led a team of technicians during the imaging and deployment of hundreds of Dell desktops within municipal buildings statewide. • Daily responsibilities: inventory management, project logistics, Dell desktop deployments, issue resolution, customer relations, and project documentation.