Associate Accounts Desk Technician

JOHN T. BAILEY

**** ***** ***** *** *** Phone 469-***-****

The Colony, TX 75056 **********.****@*****.***

PROFESSIONAL PROFILE

Degreed Network Systems Administrator seeking a technical support opportunity with a dynamic, high performance company looking for fresh ideas and contributions.

PROFESSIONAL EXPERIENCE

Dimont & Associates – Dec 2022 – Present (Help Desk/Network Engineer (Hybrid – 2 locations)

Ran the day to day Help Desk – resolved/triaged tickets – Worked with other teams to ensure business continuity – W10 / O365 Hybrid Environment

Managed user base & licensing via AD / Azure / O365

Audited 3+ years of terminated user data / Created data if lacking – Drafted / Implemented acceptable process for audit satisfaction

Drafted/Tested/Implemented multiple GPO Policies (BitLocker/OneDrive/Standardized Apps to Launch on Login)

Drafted multiple SOP / KB documents

Lead for User Account Control – Terminations – Onboarding – Hardware Setup - Documentation – Help Desk – Licensing – Software Distribution – On-Site Support

Assigned multiple projects on top of maintaining day to day and still met set deadlines

W.R. Berkley – International – Nov 2021 – Present) Level 2 Support/On-Site Desktop Support (Hybrid – 3 On-Site / 2 WFH)

Provided dedicated on-site support for 4 affiliated W.R. Berkley companies at two separate locations

Worked as escalation point for the Service Desk – Worked in tandem with other specialized teams to facilitate day to day operations

Utilized Service Now in tandem with SCCM to manage operations/endpoints/software distribution

Managed loaner stock (Imaging/Setup/Reclaim)

Processed Terminations (Asset Management/Reclaim)

Worked with On-Site management to facilitate/answer office upgrades/queries/requests

Provided support for virtual environments (CTX/VDI)

Managed E-Cycling staging/scheduling

Worked closely with -

Windows 10, SCCM, SNOW, DUO, Active Directory, Dell Hardware, Office Suite, MFP’s, SMTP Relay Setups, Sharepoint, Teams/WebEx/Jabber

Liss Consulting – New York, New York (May 2021 – September 2021) IT Engineer Level 2 (Remote)

Utilized Datto RMM for Remote support to over 100 companies in the New York City area

Utilized ITGlue for our knowledge base/Utilized AutoTask as our ticketing system

Provided support for multiple line of business applications used by clients

Provided P1 support for outages/alerts/incidents

Provided White Glove Service to all clients

Utilized Mimecast E-Mail protection systems

Utilized 3CX VoIP systems

Worked Closely With –

W10/W7/MAC/Google/Various Windows Servers/Workstations – Datto RMM – ITGlue – Autotask – DUO 2FA/MSFT Authenticator – Sharepoint – MSFT Azure – Active Directory – O365 - Print Management – New workstation setup – User Account Management (Google Admin/Active Directory/Azure) – MSFT Office Applications – Mimecast – 3CX VoIP – On-Premise Email Systems (Exchange 2010/2016) – Procurement Tasks (Device suggestions/Hardware/Software/License procurement)–VPN Troubleshooting/Config

Notable Events –

Never late or called in

Hit daily metrics

Provided support to Deaf/Blind users

The 20 - Plano, TX (December 2020 – April 2021) Support Desk Technician

Provide remote user support via Kaseya ticketing system to over 30,000 end points

Referenced SOP’s, vendor information, and other various materials stored in IT Glue documentation software

Maintain a >=97% customer satisfaction survey score

Meet weekly ticket resolution quotas

Collaborate with teams sharing troubleshooting tips/tricks/references

Viyu Network Solutions – Richardson, TX (June 2019 – November 2020) IT Admin Level 2

Provide Remote/On-Site end user support to over 70 companies and their users (Managed Services)

Create/Manage documentation for managed companies

Worked as On-Call on a monthly basis

User Management (on-board/off-board/permissions)

Software/Hardware/Network Troubleshooting

Worked Closely with –

ConnectWise Ticketing System – LabTech – PassPortal – SonicWall VPN - Cisco Meraki Firewall/VPN - Active Directory - Red Condor (Email Filtering) - Windows 7/8/10 - Windows Server 2008/2012 - Workspot VM Systems - Microsoft Office - Hardware Deployment/Inventory Management - Office 365 Admin – Software License Management

Notable Events –

Consistently in the top 3 for the “Power Rankings” (Weekly/Quarterly performance metrics)

Built a computer lab for a nonprofit entity

Standard Motor Products – Lewisville, TX (June 2017 – May 2019) Network Admin

●Provide end user support for corporate office’s network, workstations, desktop applications, printing and mobile services

●Provide management/troubleshooting services for the distribution center and its devices

●Worked closely with support teams to resolve systematic/hardware/software issues

●Created software profiles for all RF units (automated software deployment)

●Built and deployed servers for production/development environments

●Worked as On-Call on a monthly basis

●User Management (create user profiles/separations team)

●Citrix user profile management/support

●ProofPoint mail filtering/tracking//troubleshooting (whitelisting/blacklisting/support)

●Daily multi-tasking to ensure completion of all assignments

●Break/Fix – Hardware Repair/Replacement

Worked closely with -

Citrix – Avalanche Deployment System – Microsoft Exchange – Microsoft Server 2012/2016 – Microsoft Active Directory – WiNG Wireless Access Points – Motorola RF Units – Microsoft Office – Bluetooth Ring Scanners – TrackIt Ticketing System – PBX Phone Systems (Wiring/TTI/Voicemail) – Printer Support (Laserjet - Dot Matrix – Thermal – Inkjet - Multifunction) – Ordering of supplies (Hardware/Software/Licensing/Replenishment) - Windows Update Troubleshooting – BSOD Resolution - Server Build/Deployment – Physical Inventory – Workstation Deployment – License Renewal/Upkeep (Various) – JDE/AS400 (5250 Emulation) – ProofPoint Email System – Sharepoint – Software Deployment – Backup/Restore

Notable Events -

Breakdown and reclamation of hardware for Grapevine facility

HP Multi-function Printer roll-out (companywide)

Various SOX Compliance Tasks 2018/2019

Planning/Implementation of Asset Management system for all warehouse devices

TekSystems: Client – 3M, Irving, TX (November 2016 – March 2017) Service Desk Analyst

Provide end user support for corporate and retail office’s network, desktop applications, printing services, and mobile services

Provide support via “Chat” to multiple users at once

Answer inbound service desk calls and create, address, resolve or route assigned service desk tickets using HP Service Manager

Perform preliminary network troubleshooting, troubleshoot to resolution or escalate to network engineering

Worked closely with -

Microsoft Office – Lotus Notes – SCCM – VPN (AnyConnect) - Bluetooth – BIOS – Encryption/Decryption – User Management – IT Service Management (ITSM) – Output Express (Cloud Printing) – Bomgar – RACF – MFA (Multi-Factor Authentication) – Mobile Device Management (Afaria/Microsoft InTune) – Cisco IP Phone Support – Printer Support – Hardware Support (Various) – Active Directory – SAP – Apple (Mac) – BOXI (Business Object Reporting System) – Citrix - GSM

Solai & Cameron: Client – Fujitsu North America, Richardson, TX (August 2016 to October 2016) EMV Project - Service Desk Analyst

Performed government mandated upgrades (EMV/Chip) to POS & PCI systems for TJ Maxx, HomeGoods, and Marshalls retail stores nationwide

Utilized VHQ to perform scheduled upgrades to PCI systems

Confirmed the stores readiness for the PCI upgrade

Created documentation for the process via Service Now

Icon Professional Services: Client - T-Mobile, Frisco, Texas (September 2015 to August 2016)

Enterprise Information Technology Service Desk Specialist

Provide end user support for corporate and retail office’s network, desktop applications, printing services, and mobile services

Support store point of sale, credit\debit card processing devices and hand held remote credit\debit processing devices

Manage associate accounts; via Microsoft Active Directory 2010, including creation modifying and deleting

Modify existing associate e-mail accounts; via Microsoft Exchange, by managing access to calendars, distribution lists and shared email accounts

Perform preliminary network troubleshooting, troubleshoot to resolution or escalate to network engineering

Answer inbound service desk calls and create, address, resolve or route assigned service desk tickets

Worked closely with -

Active Directory – SAP – Citrix – Microsoft Office – Sharepoint – SCCM - Microsoft Exchange – VPN (Cisco Client/AnyConnect) - SCCM – Printer Support – Symantec – Mobile Device Management (Afaria/Mobile Iron) – Knowledge Article Creation/Updating – Salesforce – GSM - Remedy – Service Now – Cisco IP Phone Support – PrinterOn – Apple (Mac)

EDUCATION

Western Governor’s University - 4001 S 700 E #300, Salt Lake City, UT 84107

Bachelor’s Study – Cloud Environment Administration

Status – Currently attending

Estimated Graduation Date – June 202*-****-****

Certifications Obtained -

CompTIA A+ - (Currently working on Project+ Certification)

Certifications included in Bachelor’s Program –

AWS Cloud Practitioner / AWS SysOps Admin / A+ / Cloud+ / Network+ / Project+ / Security+ / ITIL 1 Foundation / LPI Linux Essentials

ITT Technical Institute – 2101 Waterview Parkway Richardson, Texas 75080

Associate’s Degree - Network Systems Administration 2013 – 2015

GPA: 3.73 Graduated with Honors

Edward S. Marcus High School - 5707 Morris Road Flower Mound, Texas 75028 1999 - 2003

REFERENCES

Gary Hynson – Sr. Systems Engineer – Standard Motor Products 214-***-****

Jason Hill – Tier 3 Technician – Viyu Network Solutions 214-***-****

Justin Uhrich – Sr. UNIX Systems Engineer – Allied Financial 682-***-****

Andrew Lentini – CIO - Dimont & Associates 267-***-****

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