Help Desk Senior Analyst

STEVEN POWERS

Office *** And Intune Global Administrator

Address Sugar Land, TX 77479

Phone 281-***-****

E-mail ************@*****.***

WWW https://bold.pro/my/steven-powers-240*********/530r

Seasoned administrator proficient in Office 365, Active Directory and Intune Global Administrator, specializing in orchestrating administrative functions and software ecosystems with a strategic focus on efficiency and scalability. Notable achievements include the successful deployment of Autopilot via Microsoft Intune to almost 1,000,000 endpoints with the New York City School System. Over 30 years of IT experience, primarily in Help Desk Support, has led to fostering collaborative relationships, driving project success, and streamlining processes. Expertise in Intune MDM and Autopilot deployments contributes to innovative IT strategies and operational excellence.

Websites, Portfolios, Profiles

https://www.linkedin.com/in/steven-powers-6106151

Skills

Office 365 Global Administrator

Microsoft Intune Global Administrator

Varonis Reporting

Tenable Remediation

Licenses management

Procurement

Service Now, Remedy and Connectwise Manage Administrator

End User Support

2022-04

2024-01

Office 365 / Intune Architect Consultant

ISphere Staffing, Houston, TX

Consult with the Director and Assistant Director of LCISD to create a plausible Office 365/Intune Directory.

Appointed Global Administrator, overseeing 5000+ email addresses and Teams groups, ensuring security of Active Directory and Google Workspaces.

Evaluated cloud infrastructure, leveraging Intune to cut support calls from end-users by 20%.

Rolled out Patch My PC to further automate the deployment of patches and Windows upgrades.

Work History

2022-04 - 2024-01

Microsoft Intune, Office 365 And Google Workspace Administrator

Cognizant, Houston, TX

Migrated users from Office 365 to Google Apps, achieving an 18% cost reduction and enhanced security via Google Cloud Directory Sync (GCDS) integration with Active Directory.

Appointed Global Administrator, overseeing 5000+ email addresses and Teams groups, ensuring security of Active Directory and Google Workspaces.

Evaluated cloud infrastructure, leveraging Intune to cut support calls from end-users by 20%.

Rolled out Patch My PC to further automate the deployment of patches and Windows upgrades.

2021-10 - 2022-03

Level 2/3 Messaging Technician

Odyssey Information Service

Boosted user satisfaction by 18% by enhancing system reliability by leveraging expertise in Outlook, Teams, Active Directory and Exchange.

Eliminated 600-ticket ServiceNow backlog in 2 months, showcasing superior problem-solving and process optimization abilities.

Championed robust email security and uninterrupted service 99.999% uptime by conducting comprehensive troubleshooting for Mail Flow.

Reduced incident response times by 25% and enhanced customer satisfaction by 15% through strategic interdepartmental communication optimization.

2021-04 - 2021-10

Sr. Intune Specialist

Nagarro Digital Engineering and Technology

Experienced in configuring Endpoint Management, Mobile Device Management, and Mobile Application Management.

Engineered and deployed Autopilot images, to enhance educational experience for several hundred thousand students and faculty across nation's largest school district.

Successfully implemented three Conditional Access methods: AppLocker, OMA-URI, and Administrative Template Restrictions

Collaborated with cross-functional teams to achieve project goals on time and within budget

2021-01 - 2021-03

I.T. Manager (Interim)

U.I.P.C

Increased network coverage by 33% by building out two independent mesh wireless networks supporting two 90,000 square foot buildings.

Managed rollout of Avaya Cloud Office and migrated all on premise phones to VOIP, which included upgrading 20 mb circuit to 100 mb.

Upgraded two conference rooms with 4k monitor and Avaya conference room cameras.

Managed seven Office 365 Tenants along with SharePoint 0365 administration for all tenants.

2020-10 - 2020-12

Intune/Autopilot Specialist

Strategic Materials

Designed and managed Hybrid AD and Intune environment and migrated over 500 users from on-prem Active Directory to Azure AD and Intune.

Managed deployment of Multi Factor Authentication and Self-Service Password Reset reducing tickets by 31%.

Created Microsoft Autopilot deployment process for recently configured Microsoft Intune environment.

Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.

2020-02 - 2020-10

IT Manager

Industrial Specialty Services

Designed and implemented new ITIL based IT department including policies and procedures, SLA's and Mean Time to Repair.

Nationwide deployment of Windows 10 laptops was accomplished using Microsoft Intune/Autopilot image (White Glove service).

Managed a broad range of duties including Autopilot deployment, targeted training, procurement oversight, and license management through Cloudmore, achieving a 19% reduction in licensing costs.

Evaluated emerging technologies to identify opportunities for innovation and improvement within the organization's IT landscape

2019-08 - 2020-02

Sr. Help Desk Engineer

Accredited Debt Relief

Built new sales office in Houston for 75 employees including building out network and Wi-Fi.

Created and deployed images for Windows 10 desktops that were completed in under 8 minutes.

Demonstrated success supporting clients in person and using ConnectWise Automate reducing time to repair by 42%.

Supported call center applications such as Five9 and Velocify, in addition to Google Suites and Office 365.

2018-08 - 2019-08

Sr. IT Field Engineer

Blue River MSP

Tasked with establishing and nurturing relationships with MSP clients, as well as addressing and recording incidents, configurations, and tasks within ConnectWise Manage.

Handled day to day administration of Microsoft Office 365 including Intune, MFA, SharePoint Online, Skype for Business, and Polycom VOIP.

Demonstrates expertise in managing Office 365, Teams, Citrix Files, and SharePoint Online, ensuring smooth operations and adherence to compliance through skilled licensing management.

Optimized engineering processes by implementing innovative solutions and streamlining workflow.

2018-02 - 2018-08

Help Desk Manager

Total Safety USA

Orchestrated global help desk operations by planning work schedules and delegating tasks to ensure seamless execution of daily responsibilities.

Achieved 28% reduction in ServiceNow ticket backlog within the first two months.

Championed employee growth by leading training programs and acting as escalation manager to promote continuous professional development.

2017-06 - 2018-02

Office 365 Migration Technician

IS-T MSP

Migrated and upgraded all users to Office 365 and created Office 365 training for all employees.

Create MDM architecture in Intune to manage all B.Y.O.D Devices.

ConnectWise Automate has been extensively utilized to provide support for remote users.

Utilized ServiceNow for managing all incident management processes and documenting resolutions.

Conducted root cause analyses for recurring technical issues, resulting in long-term solutions that minimized future disruptions.

2013-01 - 2017-01

IT Manager

Millar Instruments

Created a help desk that reduced tickets by 28% and increased speed of resolution from weeks to hours through implementing of training and documentation.

Developed key performance indicators (KPIs) and provided regular reporting for management on desktop support activities, metrics, and all aspects of IT technical management including SLA and MMTR.

Established Service Level Agreements and delivered weekly statistics to Operations Manager.

Provided staff support all projects relative to desktop, local area network, and telephone functions.

Migrated email from Exchange to Office 365 and upgraded all computers to Office 365 project was allotted for 3 months, completed in 6 weeks.

2008-02 - 2012-08

Enterprise Desktop Administrator

TPC Group

Incident Management Administrator at a global petrochemical corporation utilizing Remedy Force.

Orchestrated migration of phones from Blackberries to iPhone

Set and maintained TPC Groups standards for operating systems and software applications.

Procured, deployed, and updated asset managements for all computers, and peripherals.

White Glove support is available for C-level executives and all end users.

2006-11 - 2008-02

Help Desk Manager

Ignite Restaurant Group

Assembled a six-member IT team to support all restaurants.

Managed the configuration and performed daily backups for 120 restaurant servers and Aloha POS systems.

Administered and maintained servers, printers, routers, switches, firewalls, VoIP phones, smartphones, as well as managed software deployment, security updates, and patches.

Reduced client downtime by 14% and increase in server uptime by nearly 23% by remediating and patching servers weekly.

2004-06 - 2006-06

Help Desk Supervisor

J.P.Morgan Chase

Oversaw a 70-member help desk team supporting 180,000+ employees globally.

Exceptional skills in managing people, organizing tasks, building interpersonal relationships, solving problems, planning projects, and delivering presentations.

By creating a team environment with proper queue management of incoming calls, call length dropped by 12% and staffing needs dropped by 10%.

Optimized monthly call metrics including items such as call volume, handling time and first call resolution.

1998-05 - 2004-01

Help Desk Manager

Cable and Wireless

Managed and trained new help desk technicians utilizing both the LAQR method of resolving issues and ITIL methodology.

Maximized revenues by 30% by communicating with engineering team concerning support of new products.

Directed two call center moves while maintaining a 90% first call resolution, MMTR and SLA's.

Delivered high quality of support while maintaining call abandonment rates below 3% with 90% first call resolution.

Education

1981-06 - 1983-05

Associate Of Business

Austin Community College - Austin, TX

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