Technical Support Team Member
Resume:
JOHNATHAN POWELL
Chicago, IL *****
*********@*****.***
LinkedIn Profile:
https://www.linkedin.com/in/johnathan-p-63918a25b
Professional Summary
Performance-oriented engineering team member with a focus on methodically testing and optimizing electrical schematics. Highly skilled in Microsoft technologies, including Exchange, Endpoint Manager, and Azure Cloud. Proficient in SCCM for system deployments and updates, ensuring consistent and secure end-user environments. Adept at troubleshooting and maintaining audio-visual equipment. Strong problem-solving and communication skills, with a commitment to supporting sustainable designs. Demonstrated expertise in hardware and software diagnostics, including managing anti-virus and anti-spam measures, wireless communication, and mobile devices. Proven ability to liaise effectively with multiple vendors, partners, and teams.
Certifications
• Certified Cisco Meraki Operator, Cisco - 3 years
Work History
Senior Modern Workplace Engineer, Ariel Investments
Chicago, IL. 4/2023 to 05/2024
• Leveraged SCCM for system deployments, updates, and patch management.
• Ensured performance of Modern Desktop components to SLA level.
• Collaborated with CTO and ISO to ensure compliance with regulations.
• Supported AV requirements, including operating and maintaining equipment, recording events, and providing technical support for teleconferences.
• Conducted threat and vulnerability analyses, documenting and reporting InfoSec issues and emerging trends.
• Assisted in disaster recovery planning and supported iOS devices.
• Managed MEM/Intune device enrollment and configuration, including policy management.
• Adhered to quality standards, regulatory requirements, and company policies.
• Utilized ServiceNow for ticketing and incident management.
Senior Technical Support Analyst, Navistar
Lisle, IL 07/2022 to 3/2023
• Supported customers with Gateway Integration issues.
• Managed multiple priorities in a fast-paced environment.
• Independently resolved tickets within agreed SLAs.
• Conducted value-adding activities such as knowledge base updates and coaching analysts.
• Utilized ServiceNow for ticketing and incident management.
Senior Help Desk Analyst, College of American Pathologist
Northfield, IL 04/2022 to 07/2022
• Managed software distribution and updates using SCCM.
• Configured hardware, devices, and software for workstations.
• Supported mobile device access, VPN setup, and virtual desktops.
• Ensured positive customer experience through First Call Resolution.
• Utilized ServiceNow for ticketing and incident management.
Senior Support Engineer, NFP
Chicago, IL 01/2022 to 04/2022
• Utilized SCCM for routine system audits, patch deployments, and software distribution.
• Conducted root cause analysis and general troubleshooting.
• Collaborated with vendors and departments to resolve advanced problems.
• Assisted in training and mentoring new team members.
• Utilized ServiceNow for ticketing and incident management.
IT Manager/Senior PC Engineer, Morton Salt Inc
Chicago, IL 03/2016 to 07/2021
• Oversaw SCCM infrastructure and administered computer networks.
• Provided support to C-level executives and monitored network security.
• Collaborated with other departments to implement security procedures and best practices.
• Stayed updated about the latest security threats and responded effectively to immediate threats.
• Utilized ServiceNow for ticketing and incident management.
• Leveraged Splunk for real-time monitoring, incident investigation, and to analyze security-related data.
Senior Desktop Engineer, Mesirow Financial Inc
Chicago, IL 01/2015 to 01/2016
• Utilized SCCM for endpoint management and system updates.
• Assessed system hardware and software, suggesting modifications.
• Managed AV support requirements and provided technical support.
• Utilized ServiceNow for ticketing and incident management.
Skills
●Microsoft Exchange
●10+ years of experience supporting Microsoft technologies, Including proficiency in Microsoft Modern Desktop technologies (Windows devices, Microsoft Endpoint Manager, SCCM, Active Directory/Azure AD, OneDrive, multi-factor authentication, SharePoint and conditional access).
●Collaboration skills, with the ability to engage effectively with end-users, vendors, and cross-functional teams to identify and resolve issues.
●11+ years of experience in supporting and troubleshooting Windows devices ( desktops and laptops, Windows 10/11) and mobile devices (iPhone and iPad) running Apple iOS.
●11+ years of experience in setting up and configuring end-user desktops, laptops, computer
●hardware, software, printers, mobile devices, and peripherals.
●Microsoft Endpoint Manager
●Configuration Manager (SCCM)
●Microsoft Azure Cloud
●Cisco Meraki
●AutoTask
●Audio-Visual Support
●Problem-solving
●Communication
●Intune Management
●ATT Business Manager
●Sage 300
●Electra
●Infor CRM
●Experience translating business and technical needs across regions, leading solution delivery while collaborating with internal teams and external partners.
●Demonstrated ownership mindset for the end-user desktop environment, managing expectations, and providing support for the modem desktop operating environment.
●Excellent written and oral communication skills, with a keen attention to detail, nuances, and the specific needs of individuals, particularly executives.
●Previous experience providing technical support in the financial services industry (Mesirow Financial).
●Familiarity with Avaya phone systems.
●Proficient with video conferencing platforms such as Zoom, Microsoft Teams, and WebEx.
●Proven ability to prioritize time-sensitive problems and escalations within corporate environments.
●3+ years of experience supporting Microsoft technologies, Including proficiency in Microsoft Modern Desktop technologies (Windows devices, Microsoft Endpoint Manager, SCCM, Active
●Directory/Azure AD, OneDrive, multi-factor authentication, SharePoint and conditional access).
●Demonstrated collaboration skills, with the ability to engage effectively with end-users, vendors, and cross-functional teams to identify and resolve issues.
●9+ years of experience in supporting and troubleshooting Windows devices (desktops and laptops, Windows 10/11) and mobile devices (iPhone and iPad) running Apple iOS.
●1o+ years of experience in setting up and configuring end-user desktops, laptops, computer
●hardware, software, printers, mobile devices, and peripherals.
Education
Bachelors, DeVry University.
Biomedical Engineering Tech
References
Available upon request
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