MR. JOSEPH CROUSE

Address: *** *** ****, ***** ** Grace MD 21078

Phone : 443-***-****

Email: ad1h7j@r.postjobfree.com

PERSONAL SYNOPSIS:

As a highly experienced Help Desk/Desktop Support/Deskside Support Technician with over 14 years of IT experience, I endeavor to provide your user base with the customer service, support and training they require to make their jobs easier. TECHNOLOGIES/SKILLS

Office Software

MS Office 2010, MS Office 2013 and MS Office 2016, Office 365, Open Office.Org, LibreOffice, MS Project (2000-365) and MS Visio (2000-365), OneNote

OS

iOS FOR IPHONE, Android, MAC iOS, UNIX, Ubuntu Linux, Windows Versions 2 through 10 including XP, 2000, 8 and 8.1

Ticketing Systems

Heat, ResolveIt, Magic, Remedy, Cherwell, ServiceNow, ServiceDesk, Peregrine Service Center, Footprints, SysAid Software Management

SCCM, HP OVCM/HPCA, Radia, Altiris, Winstal

Security and Encryption

Bitlocker, Pointsec, Truecrypt, SecureCheck, PGP, System Endpoint Protection, McAfee Checkpoint, Bit9 (Carbon Black), Airwatch,

Skills

LAN/WAN/Wireless Networking, Printer Repair, Laptop Repair, Desktop Repair, Documentation creation, Small IT project management, Centralized Managed Printer Support, BlackBerry and Mobile Device support, Mac and PC Hardware Support and repair, Active Directory, AD Group Policy, TCP/IP, DNS, Customer Service, ITSM, IT Service Management Remote Support

Citrix XenApp/Citrix Virtual Desktop, Bomgar, Dameware, GoToAssist, GoToMeeting,VNC, Remote Desktop Connection, WebEx

Utilities

CC Cleaner, Fix It Utilities, Iobit Software

VPN

Juniper, ATT Connect, Cisco AnyConnect, Meraki hardware-based VPN/firewalls. Anti-Virus & Malware

McAfee, Norton, Kaspersky, Spybot Search &Destroy, System Endpoint Protection, Malwarebytes, Avast, Symantec Endpoint Protection,

EXPERIENCE:

05/2021 – Current Open Technology Solutions

Supporting the S3, BethpageFCU, Bellco and SECU Credit unions Linthicum Maryland

End User Support Specialist

Handled over 3500 tickets averaging 140 per month, and on average the top producer for my team.

Frequently exceeded 12 percent of all tickets handled for my 16 person team.

Exceeded the standard with a 99.95 percent acceptable rating for ticket handling.

CompTIA Security+ certification in June 2021

ITIL V4 Certification June 2022

HDI DAST certificate Desktop Advanced Service Technician Sept. 2022

Second Tier CISRT (Computer Information Security Response team)

Responsible for outside vendor communications and requests for service

Key Escrow for Bitlocker and other encryption methods.

Acted as a technical trainer for new hires and first-tier staff and others as needed.

Provided phone and in-person support for the 3000+ User environment across all partner organizations.

2nd Line Support for all hardware and software across our partner organizations and escalation point for engineering teams

Inventory management of both hardware and software to ensure project fulfillment.

Acted as a small project organizer, manager, and scheduler for assigned projects such as software deployment and security engineering management.

Field support for member branches in the state of Maryland and Colorado

Remote Support for Users across the Continental US

Intermediate network support of branch and headquarters offices

Tasked with the deployment and inventory, build, shipping, and deployment of new hire equipment to ensure quality customer interaction with each new hire during the onboarding process.

Reduced delivery time for new hire equipment by a full day through aggressive time and process management

Provide Active Directory maintenance and management for our partner organizations.

Software deployments and system management using Altiris and other remote management tools and systems.

Coordinate with other technicians on technical resolutions via real-time continuous chat via WebEx Teams

Produce and implement documentation of problem resolutions and procedures within the MS OneNote based organizational knowledge base.

Deployment of iPhone and associated software including Airwatch and Mobile Iron And Intune, ensuring proper mobile security for devices.

06/2016 – 03/2021 Evolver Inc.

Subcontract at Social Security

Woodlawn, MD

Desktop Support

Handled over 5200 tickets, averaging 18-23 percent of total ticket resolutions per month for my 8-person team.

Exceeded the 99 percent SLA for Ticket Performance Ratings with only 10 poor reviews in over 5200 tickets.

Achieved a sub .2% Poor Customer Satisfaction Survey results.

Received Public Trust Clearance for SSA

Promoted to Lead Technical Trainer for Evolver Inc. at Social Security

Provide phone and in-person support for the 66000-user base Social Security administration.

The initial point of contact and 1st line of support for the troubleshooting of software, hardware, and related issues for all users at the Social Security Administration, including Cisco AnyConnect VPN, and Microsoft Office Suite products.

Act as a go-between for the users and engineering escalation teams or appropriate resolution groups when unable to resolve on the first call for most COTS/GOTS software and password synchronization through the Dell ESSOWatch password wallet system.

Train new technicians on new/current software as well as process and procedures of Evolver and the Social Security Administration

Provide user support and training on Cisco AnyConnect VPN and its attendant associated software.

Assist users with regards to technical issues on external-facing PCs that allow access beyond the SSA firewall.

Provided 1st line assistance with software procurement, installation, and support under the direction of the ESET team

Train, Assist, and act as reference support for users in document management, Repair, and troubleshooting within the MS Office suite

Act as a Consultant to users concerning creation, maintenance, and troubleshooting of documents using Microsoft Office Suite 2010 Office Suite 2013 and 2016, Including PowerPoint, Excel, Word, Project, Visio, Publisher, and other Office products

Monitor and mine Active Directory to provide and verify user access to appropriate groups and permissions.

Provide documentation of, maintain, and distribute the status of, the quantity, and disposition of an inventory of loaner equipment

Provide ongoing quality control for loaner equipment to ensure that the loaner services are ongoing and functional.

Trained in Executive level weekend support and late-night and weekend executive support 10/2015 – 03/2016 GP Strategies

Columbia, MD

Desktop Support Analyst Tier 2

Manage and Monitor ServiceDesk Ticketing system for Self-assigned tickets as well as act as a point of disbursement to others

Assisted in training new technicians and Users

Enabled escalation to appropriate support teams

Provide general assistance with Windows OS and attendant software systems

Mac, PC, and mobile Deskside and Remote Desktop and Repair support for North America

Assist users as a second line of support for all software and hardware receiving escalations from the tier 1 support team

Work in concert with software suppliers, and knowledge experts to provide software support for COTS software, Including Microsoft Office suites 2010 and 2013 with a focus on Outlook Related issues/troubleshooting

Provide software procurement/licensing procurement for users within the framework established by GP Strategies

Provide Encrypt/Decrypt assistance for users under Bitlocker to facilitate data recovery from failed/failing drives

Printer Utilization, Maintenance, and Management response

Documented and trained users on the resolution of frequently occurring issues.

Active Directory management and maintenance of user account permissions and status of accounts 05/2015 – 10/2015 Smiths Detection

Edgewood, MD

Desktop Support Analyst

Handled over 500 Tickets and Requests in 6 months

Managed Ticket queue with regards to distribution/coordination among team members

Managed user Expectations of Ticket resolution times and outcomes via prompt and concise communication with the user base

Public-Facing position of the department providing Local and remote support for PC, Mac, and mobile in an environment of over 900 users globally

Transitioned from Magic ticketing system to Cherwell

Ensure prompt and efficient response to user requests using the Magic and later the Cherwell ticketing system.

Escalate tickets and requests not resolvable at the current level to management

Small IT Project Support and implementation

Printer Utilization, Maintenance, and Management response

PC/Mac and Mobile Desktop/Deskside Diagnostic and Repair Including Laptops Desktops Mobile devices, as well as integration, moves adds and changes (IMAC)

Documented and trained users on the resolution of frequently occurring issues.

Active Directory management of user accounts/status 03/2015 – 05/2015 CompuCom Subcontractor to Nielsen Holdings N.V Columbia, MD

Desktop Support Technician

Provided Remote Desktop, Deskside support to include PC, Laptop, Mac and Mobile for an environment of over 700users across the Globe

Small IT project Support with supervision

Deployment of Software to newly acquired divisions

Documented Solutions to, and trained users on the repair of frequently occurring issues

Active Directory management of user accounts with regards to shared drive access and status of the account

IMAC (integration moves adds or changes) at management request

Troubleshoot and document software/hardware and user issues providing solutions in an approved manner

Managed Ticket queue from open to completion and inform the status of tickets as assigned by management to the user

Audio Visual Support for All Nielsen video conference rooms and theaters in the building

Began the process of migrating systems to the Windows 8.1 Operating system Nielsen Corporate Image. 05/2012 – 03/2015 HP

BALTIMORE, MD

Desktop Support Tier 2 and 3 Staff Augmentation to Citifinacial

Transitioned to HP Desktop Support at CitiFinancial in 2012

Provided PC, Mac, Hardware, and Software Support for a large and diverse user base while maintaining a greater than 94 percent SLA for the last year of the contract and a greater than 90 percent the previous 3 years

Supported the transition from Windows XP to Windows 7

Hardware support for Laptops, Desktop, Mobile, Mac, Avaya VOIP phones, and AV equipment

Transitioned from PBX to Avaya VOIP

Directly handling over 1800 tickets while handling over 300 request tickets for hardware removals and installs

Support provided by Phone alongside VNC, MS Communicator, Lync, MS-RDC as well as direct customer interaction

Maintained communication with the customer to ensure a proper level of information to the user on progress towards resolution of their issues

Prioritized calls ensuring effective time management and productivity while keeping proper time and work documentation in the Service Now and ResolveIT ticketing systems

Provided support for web applications, COTS, client developed applications, and other software to include all versions of Office Suite then available to users as well as basic Windows troubleshooting

Managed Inventory to handle on the fly hardware replacement

Worked on small project development and Implementation using the ITIL Methodologies

Documented routine break-fix issues and solutions for dissemination to new technicians and technically inclined users

Integrated with various other support teams to ensure successful project/task outcome

Performed network maintenance from PC to the wall and from intermediate network distribution frame to router/switch, ensuring network connectivity for users by maintaining a strict inventory of port usage and cable management

Employed Pointsec Drive encryption, Antivirus software, and Active Directory maintenance and management to ensure flexible user data access while minimizing security risks to the company

Maintained data security standards as outlined in CitiFi and HP Data Retention Policies

Responsible for software license management by way of HP Radia and the in house developed front end for HP's OVCM software utility

06/2009 – 05/2012 Dell

Baltimore, MD

Desktop Support Tier 2 and 3 Staff Augmentation to Citifinacial

Provided Hardware and Software support for over 2000 users while maintaining a greater than 90 percent SLA the previous 3 years

Hardware support and repair for Laptops and Desktops, Mac, Blackberry, and AV equipment

Network Maintenance from PC to Wall and from intermediate Network Distribution Frame to switch/router ensuring network connectivity for users maintaining a strict inventory of port usage and cable management

Supported the transition from Windows 2000 to Windows XP

Directly handled over 3000 user-generated tickets over my tenure with Dell, while handling over 500 Request tickets

Supported Ticketing system transition to Service Now from Peregrine Service Center and ResolveIt

Support provided by Face to face interaction, phone instruction, and use of VNC, NetMeeting, Dameware, MS Communicator/Lync, MS-RDC (Microsoft Remote Desktop Connection) as well as direct customer interaction.

Maintained communication with the customer to ensure a proper level of information to the user on progress towards resolution of their issues

Prioritized calls ensuring effective time management and productivity while keeping proper time and work documentation in the Peregrine Service Center Trouble ticketing system

An instrumental part in the deployment of the new Pointsec security suite later received additional duties as a Pointsec administrator

Mid Contract underwent training in the transition to ServiceNow ticketing system then provided training to other technicians and staff

Underwent ITIL training at the behest of Dell to improve small project development and implementation

Documented routine break-fix issues for dissemination to new technicians and technically inclined users

Employed Pointsec Drive encryption, Antivirus software, and Active directory maintenance and management to ensure flexible user data access while minimizing security risks to the company

Provided support for web applications, COTS, client developed applications, and other software to include all versions of Office Suite then available to users as well as basic Windows troubleshooting

Maintained data security and integrity standards as outlined in Citi and Dell policies

Part of the team that transitioned to software license management by way of HP Radia/HPOVCM 08/2008 – 02/2009 Algomod Technologies

Subcontract to Unisys at Quest Diagnostic

Baltimore, MD

Desktop Technician / Printer Repair

Provided Printer, PC, Mac break/fix, and Desktop/Deskside support service for all tickets assigned to meet company SLAs

SLA met 92 percent of the Time exceeding Contract requirements

Responsible for deployment of PCs for New Users and Replacement PCs due to age, malfunction, and warranty replacement

Obtained and prepared user data backups in preparation for new PC deployment and to ensure continuity after equipment or OS failure

Maintained data integrity/Security to HIPAA Standards

Manage Remedy Ticket Queue for user requests

Responsible software installation at user request and on ticketed request

Developed appropriate systems for small project development

Responsible for client/user training on new software and procedures

Scheduled user appointments to maximize daily work-flow

Established and maintain lines of communication to apprise users of delays or scheduling conflicts or other schedule changes to maintain user expectations

Part Order authority for all parts pertinent for ticketed problems

Established an inventory and stock list of frequently used items to ensure rapid repair of common problems

Maintained ITAM (Information Technology Asset Management) records to ensure compliance with all software license agreements

EDUCATION:

Chesapeake High School, Baltimore, MD 21202

Attended the 1993 through 1997 academic year

High school Diploma

University of Maryland College Park, College Park, MD

Attended the 1997-1998 academic year

Community Colleges Baltimore County Essex, Baltimore, MD

Attended the 1998-1999 academic Year

CERTIFICATIONS:

Comp-TIA

Candidate ID COMP001011013877

A+ Certification

Security+ CE Certification

HDI

DAST Certificate

Desktop Advanced Service Technician

Certificate C35585

ITIL V4

Cert number GR671411644JC Candidate number 9980091722993631 Foundation Certificate in IT Service Management

Udemy Training

Udemy Training for CompTIA Security+ (SY0-501) Certificate UC-QAOLFF4Z Udemy Training for CompTIA Security+ (SY0-501) Certificate UC-a619ff13-1c08-43f9-af98-4d2af7beb3d0 Udemy Training for CompTIA Net+ (N10-007) Certificate UC-f5d4e482-d7f9-415a-9013-836313bdfc30 HP/Compaq

HP2-896 Certified Professional Servicing HP Desktops, Laptops, Workstations and Notebooks. Dell Certifications

Foundation 2005 Desktops

Foundation 2005 Latitude

Foundation 2005 Inspiron

DSP Displays 4200 Plasma TV

Client DSP customer Experience V. 2.5

Dell Soft skills

Dell Wireless Networking basics

2300 TrueMobile Wireless Certification

Foundation 2007 Portables

Foundation 2007 Desktops

Dell ESD Certification

IBM/Lenovo Certification

IBM Service Excellence

IBM Mobile Training IBMRTC04

IBM Mobile Training IBMRTC05

IBM Desktop Training IBMRDC04

IBM Desktop Training IBMRDC05

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