Steven Powers

281-***-****

Highly skilled and motivated Intune and Office 365 Administrator with extensive experience in managing and maintaining various administrative tasks. Career achievements incude large-scale software deployment of Autopilot using Microsoft Intune.

PERSONAL INFORMATION

Address:,,

Nationality:

Driving License:

Hobbies:

SOCIAL PROFILES

* Linkedin: in/steven-powers-6106151/

LANGUAGES

SKILLS

Enterprise Desktop Administrator (Microsoft Certified IT Professional)

Templates

Wireless Networks

Infrastructure

Communications

Avaya (Telecommunications)

Installation

Troubleshooting (Problem Solving)

Microsoft 365

MFG/Pro (ERP)

Integration

Procurement

Mitigation

Planning

Software Deployment

Microsoft Intune (Mobile Device Management Software)

Microsoft Office

Skype

Uptime

Pre-Production

Cloud Infrastructure

Blackberry

Microsoft Outlook

Change Management

Patch Management

Staging

Management

Active Directory

Polycom (Video Conferencing)

Customer Satisfaction

Google Apps

Streamlining

Microsoft SharePoint

Phishing

Vendor Contracts

Reduction (Complexity)

Service Desk

Onboarding

Sales

Microsoft Windows

Domain Name System (DNS) Servers

Collaboration

Cost Reduction

ServiceNow

Incident Response

Tablets

Acumatica

Operations

Mapping

Microsoft Office 365

WORK EXPERIENCE

* April 2022 – Present

Office 365 And Google Workspace Administrator at Cognizant, Houston

• Successfully migrated from Office 365 to Google Apps, resulting in cost reduction and enhanced security through the synchronization of GCDS with Active Directory.

• Served as Global Administrator for Active Directory and Google Workspaces, effectively managing user setups and resolving email-related concerns.

• Conducted comprehensive assessment of cloud infrastructure, utilizing Intune to achieve a 20% decrease in support calls from end users.

• Developed troubleshooting guide addressing top 10 migration issues, leading to reduced cost of migration support calls. Provided

personalized assistance to users unable to resolve issues independently.

• Expertly diagnosed and resolved LDAP, NTP, and DNS issues for server infrastructure upgrades, enabling staging and production 8 days ahead of schedule.

• Implemented OKTA for Identity management and Single Sign On, resulting in an 18% decrease in password reset issues.

• Designed user onboarding templates in AD Manage 360, streamlining the onboarding process and reducing onboarding time by 22%.

* October 2021 – Present

Level 2/3 Messaging Technician at Odyssey Information Service, Houston

• Applied years of experience working with Microsoft Outlook, Teams, Active Directory to resolve 60% of the tickets.

• Supported RightFax Manager and RightFax Utility.

• Reduced ticket backlog from over 600 tickets to being current within my first 56 day using ServiceNow for incoming incidents and tasks.

• Performed troubleshooting for Mail Flow both in Microsoft Office 365 and On Prem.

• Validated Spam and Virus mitigation with Symantec MessageLabs.

• Streamlined communication processes and facilitated collaboration between Security, Telecom, Service Desk Support, and other IT groups at Texas Children's Hospital, resulting in a 25% reduction in incident response time and a 15% increase in customer satisfaction.

* April 2021 – Present

Sr. Intune Specialist at Nagarro Digital Engineering and Technology, Houston

• Expertise in Intune with MDM and MAM for Microsoft 365 App Management resulting in a 20% reduction in support calls for end users.

• Configured, tested and implemented images for Windows and Macs.

• Orchestrated the successful deployment of 987,000 Autopilot imaged computers, this reduces tickets by 22%.

• Designed comprehensive test plan for development and integration of the rollout.

• Collaborated with pre-production, postproduction, and security teams to achieve a successful project, as measured by the maintaining of the deadline, and by keeping within the budget.

* January 2021 – Present

I.T. Manager (Interim) at U.I.P.C, Houston

• Oversaw and managed the IT department, establishing and monitoring Service Level Agreements (SLA) and Mean Time to Repair (MTTR).

• Successfully reduced the number of Office 365 Tenants from 7 to 2, resulting in a 35% reduction in license fees.

• Implemented two independent mesh wireless networks to support two 90,000 square foot buildings.

• Led the implementation of Avaya Cloud Office, migrating all on-premise phones to Voice Over IP (VOIP) technology.

• Upgraded two conference rooms with state-of-the-art 4k monitors and Avaya conference room cameras.

• Proactively managed the network and system performance, conducting troubleshooting, security patching, and regular maintenance activities.

* October 2020 – Present

Autopilot Specialist at Strategic Materials, Houston

• Interpreted clients' needs and introduced Intune environment then migrated users from on-prem Active Directory to Azure AD and Intune.

• Deployed Multi Factor Authentication, Self-Service Password Reset and Intune Mobile Device Management.

• Utilized PowerShell to design profiles to restrict user access, as well as for obtaining hardware hash and assigning group tags.

• This reduced tickets for additional software and hardware needs by 38%.

• Created and managed HR's Kiosk Tablets in Intune this reduced the onboarding process in excess of 10%.

* February 2020 – Present

IT Manager at Industrial Specialty Services, Houston

• Implemented ITIL principles and established a robust IT department by devising comprehensive policies, procedures, KPIs, SLAs, and Mean Time to Repair measures.

• Served as the Office 365 Global Administrator, overseeing diverse tasks such as Intune/Autopilot deployment, training, Office 365

management, procurement, and licenses management.

• Successfully negotiated and managed vendor contracts for ISP services, printers, and wireless phone management, ensuring optimal service and cost efficiency.

• Provided support for Acumatica ERP system, including account creation and training, contributing to streamlined operations and enhanced user experience.

• Attained significant cost savings of 15% by securing "highest to lowest" pricing contracts for all company-issued smartphones, resulting in

improved financial outcomes.

* August 2019 – Present

Sr. Help Desk at Accredited Debt Relief, Houston

• Successfully built a new sales office in Houston for a highly efficient call center, with full responsibility for network and Wi-Fi setup and

designing deployment images for all Windows 10 desktops and MAC laptops.

• Collaborated with HR to streamline employee onboarding and offboarding processes, including creating and managing Active Directory, Office 365, and G-Suite accounts and security groups.

• Proven expertise in providing comprehensive support for Windows 10, Office 365, G-Suites, Five9, and Velocify.

• Achieved a track record of delivering exceptional client support in both in-person and remote settings, utilizing ConnectWise Automate and PowerShell.

• Leveraged ConnectWise Manage to effectively handle incidents and change management tasks.

* August 2018 – Present

Sr. IT Field Engineer at Blue River MSP, Houston

• Established and maintained relationships with MSP clients, as evidenced by a 90% satisfaction rate while responding to and documenting incidents, configurations, and tasks in ConnectWise Manage.

• Handled day to day administration of Microsoft Office 365 including Intune, MFA, SharePoint Online, Skype for Business, and Polycom VOIP. "White Glove" service utilizing ConnectWise Automate for Windows 10 patch management and RMM.

• Configured M365/Teams, Citrix Files and SharePoint online for a global administrator to ensure business continuity.

• Addressed the IT needs of more than 10 Houston-based companies by determining and procuring the appropriate equipment, ensuring proper installation, and delivering expert support.

* January 2013 – Present

IT Manager at Millar Instruments, Houston

• Redesigned the IT department resulting in a reduced ticket count by 35% and increased first call resolution to 87%.

• Upgraded all machines from Windows 7 and Windows 8 to Windows 10 which resulted in 20% fewer tickets within the first 90 days.

• Migrated all users off of Office 2007, Office 2010 and Office 2013 to Office 365 to standardized documents which further reduced tickets

by 12%.

• Created a VMWare Machine to specifically support a program running in Windows XP that maintained our manufacturing departments.

• Implemented KnowB4 security training protect all users from email scams, phishing attempts and threat protection.

• Had monthly meeting with executives to advise and plan for short-term and long-term IT system upgrade needs.

* February 2008 – Present

Enterprise Desktop Administrator at TPC Group, Houston

• Using Remedy Force reduced ticket resolution time by 30% by implementing a new relationship mapping between ticket categories and distribution lists.

• Maintained 85% first call resolution rate to achieve first-class user experience.

• Reduced phone budget by 16% by eliminating the cost of maintaining expensive Blackberry servers by moving off of Blackberry to iPhone.

• Provided "White Glove" support for C-level executives and all end users.

• Procured, deployed, and updated asset managements for all computers and peripherals in a timely fashion.

* November 2006 – Present

Help Desk Manager at Ignite Restaurant Group, Houston

• Managed a team of 6 technicians responsible for maintaining over 100 servers, printers, routers, switches, firewalls and software in a rapid growing in restaurant chain.

• Monitored SLA's, MMTR's and KPI's which sped up Help Desk response time over 20% when customers requested service.

• Maintained a 95% customer satisfaction rate while responding to critical software issues in a timely manner.

• Configured and performed daily back-up of 120 restaurant servers, which improved server uptime by 15% and reduced data loss by 60%.

* June 2004 – Present

Help Desk Supervisor at JP Morgan Chase, Houston

• Supervised help desk team of 70 who supported over 180,000 employees worldwide.

• Strong people-management, organizational, planning, and presentation skills.

• Created support documentation thar reduced call duration by 17%.

• Created team environment by proper queue management of incoming calls and scheduling.

• Optimized call metrics including call volume, handling time and first call resolution.

* May 1998 – Present

Help Desk Manager at Cable & Wireless, Houston

• Managed and trained new technicians utilizing the LAQR method of resolving issues.

• Maximized revenues by 30% by concerning support of new products.

• Managed customers' expectations to provide positive user experience.

• Directed two call center moves while maintaining 90% first call resolution, MMTR and S.L.A.'s.

• Trained employees on ITIL methodologies.

• Delivered high quality of support while maintaining call abandonment rates below 3% with

EDUCATION

* May 1981 – January 1983

Austin Community College, Austin Associates of Science

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