Information Technology Service Desk

Michael Evans

Information Technology

Address *** ******** ****, **********, **, 19808

Phone 302-***-****

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

Intelligent professional with 25 years of experience in Information Technology. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change.

Skills

●Extensive experience with all Microsoft platforms: All Windows version; Server and Desktop, Poweshell, Azure, Office 365, Exchange on prem and Cloud based, Intune, Autopilot, Active Directory on prem and Cloud based.

●Cisco Meraki switch support

●Fortigate Firewall install and support

●Service Desk

●Microsoft Exchange

●Video Conferencing: WebEx, Teams, GoToMeeting and more.

●Operations support

●End point configurations

●Service desk oversight

●Training and coaching

●Proficient in ITIL methodologies

Work History

2023-05 -

Present

2023-02 -

2023-05

2021-07 - 2023-02

Security, Ernest Healthcare

Tek Systems, Harrisburg, PA

●Utilize Powershell to generate reports, Update Active Directory Accounts

●Active Directory and Identity Administrator: Creating Users, Processing Change requests and Terminating accounts

●Azure/O365 Administrator

●Process all Types of Service requests and Incidents in Ivanti

●Work on Special projects as needed

Incident Management

Tech Mahindra, Wilmington DE

●Monitor and report on all incidents

●Create Incident tickets in ServiceNow

●Reports for stakeholders and management

●Create and run all incident bridges and drive the call toward incident resolution

Global Service Desk Manager, Service Delivery Manager

ILC Dover, Newark, DE

●MS365 and Active Directory administrator supporting all Teams, Sharepoint and Exchange needs for over 5000 employees worldwide, troubleshooting and problem resolution as well as all escalated tickets from all team members.

●Coordinate all aspects of support and service delivery for ILC's global support organization

●Manage all technicians in all eight of ILC's sites

●Escalated support for all techs

●Manage projects for multiple sites, Ireland, Asia, UK, Switzerland, Etc

●Coordinate all communications regarding maintenance, outages due to projects

●Implemented Service delivery policies and incident management processes

●Implemented Jira for service desk, project management, change management to track all incidents, problems, projects and changes.

oConfigured/Created SLAs

oConfigured/Created access groups

oConfigured incident and problem ticket workflows

oImplemented Confluence for Knowledge base for Techs and Users to quickly resolve common problems

●Updated Policies and procedures as needed due to changes in environment and cyber security compliance

2020-05 - 2021-05

System Administrator

Pegasus Technologies, Inc, Kennett Square, PA

●Cisco Meraki switch support

●Fortigate Firewall install and support

●Azure Administrator for all clients

●Field and remote support of entire client infrastructure, MS Exchange, MS Server (all versions), Azure, Office 365

●Install and support Intermedia VOIP phone systems

●Azure/365 and Active Directory administrator for all clients

●Sharepoint, Exchange administration, troubleshooting and problem resolution.

2019-09 - 2020-05

Network Administrator

Innolink, New Castle, DE

●Azure Administrator for all clients

●Support and administration of over 150 client's networks

●Field and remote support of entire client infrastructure; including MS Exchange, MS Server (all versions), Azure/365, Office 365

●Azure/365 and Active Directory administrator for all clients

●Watchguard Firewalls, Sonic Wall Firewalls.

●Used Powershell to implement Active Directory changes, generate AD reports, filter error and system logs

2006-11 - 2019-08

Help Desk Manager/Collaboration Engineer

Young, Connaway, Stargatt and Taylor LLP, Wilmington, DE

●Coordination of Help Desk projects, day to day problem resolution

●Active Directory Admin, creating accounts, Processing Change requests and Terminations

●AV/Collaboration Engineer: Responsible for all conferencing infrastructure ie, Crestron roomview admin and all video conferences using an array of solutions, like WebEx, Polcom, GoToMeeting, Teams, BlueJeans

Built and maintained all video conferencing solutions in all 26 conference rooms

●Third level ticket escalation and resolution

●Desk Side support

●Ticket system (Track-it) administration

oCreated all SLAs, Ticket notifications, Workflows

oImplemented Change control module for Operations Team

oImproved Help Desk operations significantly via consistent use of procedures and Adherence to SLAs

●Cover Help Desk when needed, cover on call

●Helped streamline repair processes and update procedures for support action consistency

●Configured hardware, devices, and software to set up workstations for employees

●Worked with software development team and Operations team on all reported errors and bugs on newly released software and assisted in deployment of release fixes

●Collaborated with vendors to locate replacement components and resolve advanced problems.

2004-09 - 2006-11

Field Tech II

Brandywine School District

●Provide Desk Side support to all 15 schools in the district

●Managed all aspects of scheduling appointments around class times and resolved all issues in a timely fashion

●Supported all network devises, servers, printers, PCs and MACs at each school

1999-01 - 2005-03

Help Desk Manager

DuPont Legal

Coordination of Help Desk projects, day to day problem resolution

●Third level ticket escalation and resolution for all IT Staff

●Information Security Officer worked with Network Team and Corporate Security

To audit our own systems and infrastructure as well as work with outside consultants to perform penetration tests and remediate findings

●Desk Side support as needed

●Streamlined resolution of tickets and repair processes and update procedures for support action consistency

●Moved the Help Desk and all IT operations to a new Lotus Notes based Ticketing system

oAdded and configured all SLAs and ticket workflows

oImplemented a Knowledge base for Help Desk and users to reference for answers to common problems or questions

●Configured hardware, devices, and software to set up workstations for employees

●Active Directory administrator, created, updated and terminated accounts

●Worked with software development team and Operations team on all reported errors and bugs on newly released software and assisted in deployment of release fixes

●Collaborated with vendors to locate replacement components and resolve advanced problems.

2022-03

ITIL 4 Foundation

2009-01

Office/Word Certification

1996-01

Associate: Networking and Tech Support for Business

Chubb Institute - Springfield, PA

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