John W. Towns
Fort Lauderdale, FL. 33330
I currently have close to 10 years of desktop/technical support experience including 8 years as a Microsoft Office 365 Cloud Engineer. Assisting clients with managing the onboarding process with Office 365, Exchange Enterprise Configuration, all computer hardware needs, Domain Name System management as it pertains to Exchange mailbox configuration, Microsoft Office Suite of applications installation and issues related to failed installations, worked with ADFS/DirSync scenarios, managed building out and resolving issues with Microsoft SharePoint Online, Microsoft Teams and Skype for Business, resolved billing issues, in addition to developing, fostering and maintaining effective customer relationships while driving positive customer satisfaction feedback surveys.
DeVry University, Alpharetta, GA 2000 - 2003
Bachelor of Science in Computer Information Systems
New Horizons Computer Learning Center, Plantation, FL 2010 – 2011
CompTia A+ Certified Technician
PC Professor MCITP Training, West Palm Beach, FL. 2011 - 2012
Microsoft Certified IT Professional
PC Professor MCSE Training, West Palm Beach, FL. 2019 -
Windows 7, Windows 8, Windows 10, Mac O/S versions
Microsoft Word, Excel, Outlook, PowerPoint, SharePoint Online, OneDrive for Business, Forms, Teams, Delve, Yammer, Intune, Azure.
Pylon Manufacturing, Deerfield Beach, FL.
IT Support Analyst 8/2019 – Present
Provide hardware support to approximately 30 end-users with company issued printers, laptops, desktops
and mobile devices.
Tasked with resolving all Microsoft Office 365 cloud and client desktop application needs.
Order, purchase, and manage all computer related hardware inventory for the entire organization.
Created and standardized Knowledge base repository for common technical issues.
Worked individually towards resolving a lingering complex Intune configuration issue in the Azure Cloud environment.
MISSUPPORT, Boca Raton, FL.
IT Desktop Support 2/2019 – 8/2019
Maintaining and troubleshooting CPU, laptop, MacBook Air, monitor and printer issues for over 150
users onsite and remotely.
Troubleshooting chrome books and smartboard issues in classroom settings.
Brought aboard to manage all Microsoft Office 365 needs for approximately 40 clients.
Managing client issues through Windows Server 2008, 2012 Active Directory, Cisco Meraki and Google
Establishing remote sessions via LogMeIn and ConnectWise applications.
Manpower/Experis, Virtual Support 2015 – 2019
Microsoft Office 365 Support Engineer
Assisting customers with configuration of Microsoft Office 365 onboarding tools and processes technology
via phone or email.
Provided white glove service to all Microsoft Office 365 customers by extending the support boundary to
include hardware related issues i.e. that included printer/printing issues, hardware support recommendations
associated to resolving monitor, laptop, and computer problems.
Troubleshooting Exchange, Outlook client and Outlook Web Application mail flow, calendar issues
Providing numerous cloud resolutions associated to data storage, data sharing, data migration
and overall data collaboration/management strategies within enterprise organizational environments.
Resolving all issues related to SharePoint, Microsoft Teams, Visio, and OneDrive for Business.
Teleperformance, Boca Raton, FL. 2012 – 2015
Microsoft Office 365 Support Engineer
Assisting customers with mail flow, networking, and Microsoft Exchange issues.
Troubleshooting a wide array of customer related obstacles in the Microsoft Office 365 environment.
Initiating solutions via PowerShell relating to the entire Office 365 platform.
Assisted on-premise staff with resolving CPU, laptop, monitor and printer related issues.
United Healthcare, Sunrise FL. 2007 - 2010
Member Relations Sales/Support
Licensed agent through the state of Florida selling healthcare insurance packages.
Assisted members and/or providers using computer-based tools to research specific benefits plans
Guided members in making informed decisions about their care services by answering their questions, resolving their issues or helping them enroll in and/or select a health plan.
Wachovia Bankcard Services, Atlanta, GA 1997 – 2002
Technical Support Engineer/Data Query Manager
Provided first-level technical support for 190 agent workstations.
Developed Excel spreadsheets for management to track collections productivity.
Transferred database files through Microsoft Access to remote agencies.
Created, executed, and recycled collection strategies in Melita Software environment