It Support Device Management
Resume:
Marc A. Joseph
Woodstock, GA ***89
****.********@*****.***
Summary: Experienced Systems Technician with seventeen years in IT support and systems management. Proficient in Microsoft 365, cloud services, and device management with a strong commitment to optimizing information systems. Aiming to leverage skills in advancing technology solutions and operational efficiency.
KEY QUALIFICATIONS:
● Microsoft Azure ● User Administration ● Project Management
● Citrix Studio/Director ● Cloud Management ● Customer Service
● SCCM ● Change Management ● Device management
● Microsoft Office Suite ● Endpoint Security ● Github Experience:
SumerSports November 2022- February 2025
IT Analyst Buckhead, Georgia
• Managed and maintained Microsoft 365 environment, including Exchange administration, ensuring seamless email and collaboration services for 200 users.
• Administered Intune and Mosyle MDM for Windows and Mac systems, streamlining device management, security policies, and compliance for over 300 enpoints.
• Directed the patching and lifecycle management of over 300 endpoints, reducing security vulnerabilities by 30% and enhancing overall device performance across the organization.
• Administered account provisioning and deprovisioning for 150+ users, enforcing security best practices to maintain secure access management across all company systems.
• Provided technical support to internal teams, troubleshooting escalations and improving response times to service requests.
• Managed SaaS licensing and cost optimization, tracking employee software usage to reduce unnecessary expenditures.
• Onboarded and offboarded FTEs and contractors, deploying physical machines and Azure Virtual Desktop for seamless remote access.
• Collaborated with infrastructure teams to manage and optimize Azure and AWS environments, significantly enhancing cost efficiency and operational performance for a support structure encompassing over 150 users.
Tokio Marine StopLoss July 2018- November 2022
Lead Sr Desktop Support & Network Specialist Kennesaw, Georgia
• Lead a team of 6 technicians, managing schedules, assigning tasks, and providing support.
• Managed and maintained over 100 virtual desktop interfaces (VDIs) using Microsoft Intune, ensuring optimized performance and security compliance across the organization’s network.
• Managed and optimized a network of 400 endpoints using Microsoft Intune, ensuring seamless deployment, security compliance, and operational efficiency across the organization.
• Deployed over 200 Chromebooks for remote desktop access, later upgrading to Dell Wyse thin clients. Ciox Health May 2017- July 2018
Helpdesk Technician Alpharetta, Georgia
• Routinely exceed call-handling goals, closing an average of 40 calls daily with a 90% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal.
• Assisted users with using authoritative data sources, data services, and presentation layer to deliver information to support processes.
• Troubleshoots and repairs hardware and network connectivity issues. Escalates severe and /or complex issues to appropriate resources properly and efficiently and tracks all reported issues through to completion and documents thoroughly in Service Desk management system.
• Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users. Floyd Medical Center January 2016- December 2016
Helpdesk Technician Rome, Georgia
● Troubleshoot Desktop, printers, digital printers, scanners, iPhones, Android, and laptops.
● Installs and configured applications and operating systems and upgrades.
● Implemented Azure AD group policies to enhance network security.
● Exceled in asking probing questions, researching, analyzing, and rectifying problems. United States Air Force February 2008 - January 2016 Knowledge Management/Service Desk Technician Nevada/Germany/North Carolina
● Supported 438 classified and unclassified video teleconferences.
● Managed 3,000+ user accounts and coordinated network system security measures.
● Resolved 40-50 Remedy tickets a day for 6k users.
● Audited over 2k computer accounts for 5 work centers, ensuring compliance.
● Managed Air Force Portal SharePoint pages, standardizing procedures for 200+ sites. Education:
● Kennesaw Mountain High School, Kennesaw, Georgia- High School Diploma- May 2007
ADDITIONAL TRAINING AND CERTIFICATIONS:
● Air Force Leadership Training Course
● Advanced Leadership and Management Course
● SharePoint Online Power User
● CompTIA A+
● Active Directory
● Citrix Virtual Apps and Desktops
● HDI- KCS Foundation
● SQL Querying Fundamentals
● ITIL 4 Foundation
● Security +
● Microsoft Azure Administrator
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