Customer Service It Support

Joseph Crouse

Address: Havre De Grace MD *****

Phone: 443-***-****

Email: *********@*****.***

Personal Synopsis:

As a highly experienced Help Desk/Desktop Support/Deskside Support Technician with over 15 years of enterprise level IT experience, I endeavor to provide your user base with the customer service, support, and training they require.

Technologies/Skills:

Office Software

MS Office (2010, 2013, 2016), Office 365, OpenOffice, LibreOffice, MS Project, MS Visio, OneNote, MS Teams

Operating Systems

iOS, Android, macOS, UNIX, Linux, Windows (Versions 2 through 11)

Ticketing Systems

Heat, ResolveIt, Magic, Remedy, Cherwell, ServiceNow, ServiceDesk, Peregrine, Footprints, SysAid

Software Management

SCCM, HP OVCM/HPCA, Radia, Altiris, AutoMox

Security & Encryption

Bitlocker, Pointsec, Truecrypt, SecureCheck, PGP, Endpoint Protection, McAfee, Checkpoint, Bit9, Carbon Black, Airwatch

IT Skills

LAN/WAN/Wireless and Wired Networking, Printer/Laptop/Desktop Repair, Documentation, Mac/PC Hardware, Mobile Device Support, Customer Service

Desktop and System Administration

Centralized Printer Support and management, Small Project Management and implementation, Active Directory maintenance and management, TCP/IP, DNS, Network Management, IT Service Management, Identity and Access Management, Coaching and Training New hires and technicians

Remote Support Tools

Citrix, Bomgar, Dameware, GoToAssist, GoToMeeting, VNC, RDC,

Communication and Collaboration Tools

Zoom, MS Teams, WebEx, SMS,

VPN Technologies

Juniper, ATT Connect, Cisco AnyConnect, Meraki VPN/Firewalls

Anti-Virus & Malware

McAfee, Norton, Kaspersky, Spybot, Microsoft Defender Endpoint Protection, MalwareBytes, Avast, Symantec Endppoint Protection,

Managed Detection and Response / Vulnerability Scanners

Rapid 7, WireShark, Nessus

Cyber Security Asset Management and SaaS tools.

Anoxious, Absolute

Experience:

05/2021 – 10/2024 Open Technology Solutions

Linthicum Maryland

End User Support Specialist

Delivered End User Computing support for the S3 and OTS CUSOs, BethpageFCU, Bellco, and SECU of Maryland credit unions, a 3,000+ user environment across all partner organizations.

Resolved over 3,500 tickets, averaging 140 per month, and consistently ranked as a top performer.

Consistently handled and resolved 12 to 15 percent of all tickets as a top performer in a 16-person team.

Managed and administered Active Directory, including OUs, users, computers, printers, groups, file shares, and other objects, ensuring proper permissions and access via GPO for all partner organizations

Certified in CompTIA Security+ (June 2021, updated January 2024), ITIL V4 (June 2022), and HDI Desktop Advanced Service Technician (September 2022).

Delivered personalized 2nd tier support for branches, HQ, remote users, VIPs, and Executives addressing network, hardware, software, and related issues

As a second-tier CISRT, ensured endpoint compliance by collaborating with the Infosec team to deploy critical updates and security tools, address vulnerabilities, and support SOC 2 audits.

Collaborated in real-time with teammates, supporting and training 1st-tier staff to resolve technical issues via WebEx and MS Teams.

Standardized procedures and improved team collaboration by authoring technical documentation and transitioning knowledge repositories to more robust platforms

Enforced mobile device security standards by deploying and maintaining MDM platforms like Intune and AirWatch.

Handled vendor communications and service requests.

06/2016 – 03/2021 Evolver Inc.

Woodlawn, MD

Desktop Support

Hired to the Evolver Inc Subcontract to Social Security Administration working at the Social Security Technology Assistance Center (STAC), where I resolved 5,200 tickets on an 8-person team, achieving a 99% SLA with less than 0.2% unsatisfactory survey results while supporting the 66,000-user base at the Social Security Administration.

Received Public Trust Clearance from the SSA in June 2016

Promoted to Lead Technical Trainer for Evolver Inc. at Social Security

Served as the first point of contact for troubleshooting software, hardware, Cisco AnyConnect VPN, and Microsoft Office Suite issues, providing user support and training

Liaised between users and engineering escalation teams for unresolved issues, including COTS/GOTS software and password synchronization through Dell ESSOWatch

Trained new technicians on software, processes, and procedures of Evolver and the Social Security Administration

Facilitated Windows 10 upgrades and rollouts, providing post-deployment support and resolving end-user concerns.

Assisted users with technical issues on external-facing PCs beyond the SSA firewall

Handled software procurement, installation, and support under the direction of the ESET team

Supported users in document management, repair, and troubleshooting within the MS Office suite, including Project, Visio, and PowerPoint

Managed and verified Active Directory to ensure appropriate user access and permissions

Managed and distributed loaner equipment to ensure users remained functional when their equipment was forgotten, lost, or stolen

Provided on-call support for executives and VIPs during nights and weekends

10/2015 – 03/2016 GP Strategies

Columbia, MD

Desktop Support Analyst Tier 2

Handled over 800 Tickets and Requests in 6 months, with a monthly average of 130 or roughly 15 percent of all tickets completed over tenure

Acted as a CISRT member, responded to the initial threat, triaged the situation, remediated the issue or isolated the machine, and provided reporting to senior team members for review and after-action documentation.

Provided deskside and remote support for Mac, PC, and mobile devices across North America

Assisted users as a second line of support for all software and hardware, handling escalations from the tier 1 support team

Collaborated with vendors and SMEs to support COTS software, including Microsoft Office suites, with a focus on Outlook troubleshooting

Handled software procurement and license management within the framework established by GP Strategies

Provided encrypt/decrypt assistance as a BitLocker key escrow to facilitate data recovery from failed/failing hard drives

Managed printer utilization, maintenance, and response

Maintained and verified user permissions and statuses via Active Directory

05/2015 – 10/2015 Smiths Detection

Edgewood, MD

Desktop Support Analyst

Handled over 500 tickets and requests in 6 months, providing local and remote support for PC, Mac, and mobile devices in a global environment of over 900 users

Managed ticket distribution and coordination among team members and reduced backlog to immediate needs within 6 months

Communicated promptly and concisely with users to manage expectations of ticket resolution times and outcomes

Transitioned from the Magic ticketing system to Cherwell

Escalated unresolvable issues to management promptly

Supported and implemented small projects to further corporate goals.

Managed printer utilization, maintenance, and response

Performed general desktop and end-user support duties, including IMAC (Integration, Moves, Additions, and Changes)

Managed and verified user accounts and statuses via Active Directory

03/2015 – 05/2015 CompuCom

Columbia, MD

Desktop Support Technician

Hired as a subcontractor for Nielsen Holdings N.V. to provide end-user support for a global environment of over 700 users.

Initiated the end-to-end system migration to Windows 8.1 for Nielsen Corporate Image

Led the deployment of SCCM and WSUS under management supervision

Supported small IT projects under supervision utilizing ITIL methodologies

Deployed software to newly acquired divisions

Documented solutions and trained users on frequently occurring issues

Managed user accounts and access via Active Directory, group policy, and OU management

Performed IMAC tasks (Integration, Moves, Adds, or Changes) at management request

Provided basic troubleshooting and documentation for all software, hardware, and end-user issues

Managed the ticket queue from open to completion, appraising management of ticket status

Supported audiovisual needs for all Nielsen video conference rooms and theaters

05/2012 – 03/2015 Hewlett Packard Enterprise

Baltimore, MD

Desktop Support Tier 2/3

Transitioned from Dell to HP in May 2012, providing end-user support for CitiFinancial and One Main Financial.

Maintained a 94% SLA and resolved over 2,300 tickets, achieving a 96% customer satisfaction rating. Promoted to tier 3 role.

Led transitions from Windows XP to Windows 7 and deployed Avaya VOIP, replacing on-site PBX.

Eliminated ticket backlog, achieving immediate resolution times.

Led 2nd tier support for remote and on-site users, triaging and troubleshooting network, hardware, Mobile device, and software issues

Documented solutions in knowledge-base articles

Provided remote support via VNC, NetMeeting, Dameware, MS Communicator/Lync, and MS-RDC

Managed SLAs, ensuring timely issue resolution and high customer satisfaction.

Communicated with users and management to manage expectations and provide updates on ticket status.

Implemented small ITIL-based projects, enhancing incident management and service delivery.

Maintained network connectivity and managed port inventory and cable infrastructure.

Used Pointsec encryption and served as Key Escrow.

Acted as 1st tier Cyber Incident Response Computer Security Incident Response Team (CISRT), providing after-action reports to management.

Managed and administered Active Directory, including creating OUs, users, computers, printers, groups, file shares, other objects, and GPO permissions.

Managed hardware inventory and software licenses using HP Radia and custom OVCM software.

06/2009 – 05/2012 Dell Technologies

Baltimore, MD

Desktop Support Tier 2

Hired by Dell to provide end-user support for CitiFinancial and One Main Financial to act as a staff augmentation to the support staff in Baltimore.

Maintained a 90% SLA and resolved over 3,500 tickets.

Reduced ticket backlog to a float of approximately 100-150 tickets.

Completed ITILv3 training to improve small project implementation and development.

Supported transitions from Windows 2000 to Windows XP, ensuring smooth integration of the user's data and software in the new OS

Transitioned ticketing systems from Peregrine Service Center and ResolveIT to ServiceNow and trained technicians and staff on the new system

2nd tier support, triaging, and troubleshooting network, hardware, software, and mobile device issues for remote and on-site users. Documented solutions in knowledge base articles.

Provided deskside support tasks, including OS, MS Office, web applications, COTS, and client-developed applications

Managed SLAs, ensuring timely issue resolution and high customer satisfaction.

Communicated with users and management to manage expectations and provide updates on ticket status.

Documented routine break-fix issues and solutions for new technicians and users

Provided remote support via VNC, NetMeeting, Dameware, MS Communicator/Lync, and MS-RDC

Performed network maintenance to ensure connectivity, managing port inventory, and cable management.

Administered Active Directory, managing OUs, users, computers, printers, and groups

Implemented small ITIL-based projects, improving incident management and service delivery.

Assisted with CISRT for data security as a key team member.

Served as Administrator and Key Escrow for Pointsec Endpoint encryption after rollout.

Deployed HP Radia/HPOVCM to manage software licensing, enabling remote software deployment and improving response times.

Education:

Chesapeake High School, Baltimore, MD 21202

High school Diploma

University of Maryland College Park, College Park, MD

1 academic year

The Community College of Baltimore County, Essex, MD

1 academic year

Certifications:

CompTIA A+ Certification (Candidate ID: COMP001011013877)

CompTIA Security+ CE Certification (Candidate ID: COMP001011013877)

HDI Desktop Advanced Service Technician (Certificate C35585)

ITIL V4 Foundation Certificate in IT Service Management (Cert number: GR671411644JC, Candidate number: 9980091722993631)

HP2-896 Certified Professional (Servicing HP Desktops, Laptops, Workstations, and Notebooks)

Dell Soft Skills

Dell Wireless Networking Basics

2300 TrueMobile Wireless Certification

IBM Service Excellence

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