Support Engineer Systems Analyst

Joe L Titos Jr.

******@*****.***

https://www.linkedin.com/in/joetitos/

Seattle, WA

Summary

Microsoft certified professional with 10+ Years of experience with Office 365 / Azure Azure Identity Management, Azure B2B/B2C External Sharing, SharePoint Online, OneDrive for Business, Skype for Business/ MS Teams, JAMF, Okta

MCP, MCDST, MCSA Office 365, OKTA SSON

Local and state Government, Banking, Law Firms, top 100 corps. Able to translate complicated scenarios into clear and concise terms to match varying degrees of technical knowledge. I AM the bridge between the C-Suite and IT developers. Professional Experience

Lyft.com August 2023 - Feb 2025 IT Systems Analyst Onsite Support for Lyft Corp end users

Lead team in Jira ticket closures

IT New Hire Support Facilitator. Onboarding training for new Lyft team members. Managing and maintaining endpoints ranging from Windows PC and Macbook Pros via Jamf and Ninja One Mindtree Jan 2022 – July 2023 Azure Cloud Support Engineer White glove Azure Support Service for S500 companies and government Reduced Customer Support Escalations resolution time by days by engaging with region owners to increase Azure quota capacity

City of Denton Jan 2020 - Dec 2021 Senior Support Services Specialist Accelerated the onboarding of new members including Active Directory user accounts, Mailbox Creation, PC set up by following and establishing best practices

Implemented 2 factor authentication using Microsoft Authenticator for the entire city Worked with Microsoft to resolve issue with SCCM server which prevented Imaging of new systems Support for multiple departments including Mayor’s Office, HR, Police, Fire, Denton Municipal Energy Microsoft Jan 2018 – Dec 2019 Office 365 Premier Support Engineer Implement Information Security best practices to minimize domain spoofing and mitigate cyber-attacks SPF, DMARC, DKIM, MFA, vulnerability patching

A to Z Premier Office 365 White Glove service for clients ranging from GCC to Fortune 500 Enterprises Rewrote the handbook on documentation, research, customer communications, and full engagement with service principals from C-Level executives, Directors, and Developers Azure Active Directory Identity Management sync and account migrations from on-premises to Azure/Office 365 Office 365 Administration via PowerShell : Exchange Online, Skype for Business, SharePoint Online/OneDrive for Business Seattle City Light Jan 2015 – Dec 2017 Senior Support Engineer Responsible for on-site support of all Seattle City Light end users- hardware and software Consistently lead team in first contact resolution, number, and quality of Customer Satisfaction Assist server team in creating, patching, updating software packages via Microsoft SCCM Accelerated implementation time for Office 365 via end user training, triaging of escalated tickets Reduced Service Desk call duration by 15% by drafting documentation and best practices for common issues Saved $20,000+ in new equipment purchases by repurposing and reimaging PC desktops, and laptops Softchoice Jan 2014 -Dec 2014 Professional Services Consultant Assessed client Information Security needs and threats via Active Directory Review for Office 365 Implementation Innovative Computing Systems Jan 2012 – Dec 2013 Senior Consultant Hardened production environment by teaching proper ITIL asset management procedures, software OS patching Lowered law firm’s IT capital costs via server consolidation, upgrading network equipment, dedicated printers Provided technical recommendations and reduced the number of servers for an NGO which lead to a decrease in operational and capital expenditures

City and County of San Francisco Jan 2011 – Dec 2011Exchange Mailbox Migration Senior Consultant Coordinated with the Director of IT and Network team to ensure Active Directory environment including servers, switches, desktops are patched and that network traffic is shaped via QOS for successful large-scale data migration Contributed specialized knowledge and established a more collaborative team to successfully migrate 10,000+ end users in various departments from Lotus Notes and on-premise Exchange to Office 365. Reduced number of trouble tickets by 30% via hands-on user training and additional local on-site presence Employed Migration Tools and expanded PowerShell cmdlets to administer Office 365 accounts simultaneously. Microsoft.com Jan 2010 – Dec 2010 Exchange Operations Engineer Office 365 Hardened Exchange Online Servers via monitoring, patching, and failover testing Implemented secure communications via implementation of InfoSec best practices: SPF, DMARC, DKIM, encrypted CA digital signatures and keys, Exchange Transport Rules.

Engaged with Microsoft Exchange SMEs to improve knowledge and decrease server build time Accelerated on-boarding of new hires by 2 weeks by compiling, streamlining, disseminating Exchange run books. Consistently served as a high performing test engineer and drafted best practices. Microsoft.com Jan 2009 – December 2009 Office365 IT Manager Led team with the consistently highest Customer Satisfaction (CSAT) scores in entire organization Authored documentation to improve ticket resolution time by 30% - contributing to first contact resolution Employed Visual Studio to create bugs for escalated production issues / feature requests for Office 365 Performance coaching and career path development for 60+ engineers Built up a 75+ sized IT support team by conducting interviews for team leads, managers, new hires Reduced new hire onboarding time by 3 weeks via timely equipment set up and account creations Improved SLA resolution time via queue monitoring and directing workflow to best suited engineers Engaged with customers to submit feature requests for Office 365 which allowed for wider adoption Amazon.com June 2002 – Dec 2008Senior Support Engineer / Technical Account Manager Top 100 Remedy resolver - Improved response and resolution time by 25% Reduce number of support calls by 15% via end user training and documentation

Engage with 3rd Party platform sellers to maximize their earnings potential via product availability and advertising Acted as Tam Lead to engage other Tams, manage queue work, and run metric reports Certifications

Microsoft Certified Professional, Microsoft Certified Desktop Support Technician, and Microsoft Certified Solutions Associate for Office365, OKTA SSO Certified

Education

The College of New Jersey - Honors Program Bachelor of Arts Degree in Political Science G.P.A: 3.4 Minors in History and International Relations Dean’s List Internship with US Treasury Department – US Customshouse 6 WTC New York City, NY Served under Christine Todd Whitman – NJ Governor’s Office as Communications Intern Pi Sigma Alpha member - National Political Science Honors Society Presidential Scholar; Garden State Scholar; Brian Stack Scholar Bilingual – Native Fluency in Spanish

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