Customer Service It Support

Joseph Crouse

Information Technology Resource Coordinator

Havre de Grace, Maryland 21078

*********@*****.*** 443-***-****

Summary

Strategic IT professional with over a decade of experience managing enterprise hardware lifecycle, vendor coordination, and compliance-aligned operations across federal, financial, and healthcare-adjacent environments. Proven success in leading asset audits, procurement workflows, and multi-vendor service alignment. Delivered measurable impact through CISRT participation, endpoint hardening, and SLA-driven support. Recognized for mentoring technicians, optimizing service delivery, and driving process improvements across distributed teams. Adept in remote support, escalation triage, and executive-level service continuity.

Core Competencies & Technical Skills

Asset Lifecycle Management: Procurement, staging, tracking, disposal; ServiceNow Asset Module, Axonius, Absolute

Vendor Coordination & Audit: ISP, VoIP, software, licensing; SLA enforcement and escalation hygiene

Endpoint Repair & Imaging: SCCM, MDT, AutoPilot, Altiris; Windows, iOS, Android, ChromeOS

Remote Support & Escalation: Dameware, Bomgar, RDP, TeamViewer; Tier 2/3 escalation and RCA

Security & Compliance: CISRT participation, SOC 2, NIST 800-53/171, HIPAA, PCI-DSS, FISMA

IAM & Access Control: AD/Entra ID, GPOs, MFA (RSA, YubiKey, PIV/CAC), Microsoft Endpoint Manager

Monitoring & Troubleshooting: Defender for Endpoint, Carbon Black, Rapid7; Meraki firewall diagnostics

Mobile Device Management: Intune, Jamf Pro, Ivanti, Apple Business Manager

Project Coordination: Endpoint refreshes, VPN rollouts, software standardization, documentation migration

Executive & VIP Support: AV/telephony (Crestron, Polycom, Cisco, Teams Rooms); white-glove service

Training & Enablement: SOPs, KBs, live coaching, onboarding curriculum development

Performance Reporting: KPI dashboards, SLA tracking, CSAT analysis, Power BI, SQL

Professional Experience

End User Support Specialist

Open Technology Solutions – Linthicum, MD

May 2021 – October 2024

Managed full hardware lifecycle across a 3,000+ user financial consortium, overseeing procurement, deployment, and secure disposal using ServiceNow, Axonius, and Absolute

Coordinated vendor relationships for ISP, VoIP, and software platforms; enforced SLA compliance and escalated service disruptions with structured documentation

Delivered Tier 2/3 support and served as escalation lead for remote and onsite teams; maintained 99% SLA compliance and 98% customer satisfaction across 3,500+ tickets

Participated in CISRT activities post-cyberattack; rebuilt endpoint infrastructure, deployed security tools (Carbon Black, AutoMox), and supported SOC 2 audit readiness

Led Adobe Creative Cloud entitlement standardization, reducing redundant licensing and improving compliance

Mentored junior technicians and led evening shift operations; assigned tickets based on specialization to maximize efficiency

Delivered KPI dashboards and SLA performance reports to IT leadership, guiding staffing and service delivery decisions

Supported Meraki firewall devices through remote diagnostics and policy enforcement across branch environments

Administered AD/Entra ID, enforced least-privilege access via GPOs, and supported MFA provisioning for hybrid users

Authored SOPs and migrated documentation to TechConnect for improved technician self-service and version control

Provided executive support across AV/telephony platforms (Teams Rooms, Cisco, Crestron); ensured continuity during high-visibility events

Desktop Support Technician / Lead Technical Trainer

Evolver Inc. – Woodlawn, MD

June 2016 – March 2021

Delivered endpoint support and technical training for SSA’s 66,000-user enterprise; promoted to Lead Technical Trainer

Managed asset tracking and loaner device pool; ensured secure provisioning and traceability across high-sensitivity roles

Participated in CISRT response and remediation; supported SOC 2 and HIPAA-aligned security posture

Coordinated VPN rollout and post-deployment support for Cisco AnyConnect across 66,000+ users

Authored SOPs and KBs; reduced ticket volume and resolution time by 10% through documentation clarity

Supported AV/VTC infrastructure and VoIP systems; performed pre-session validation for executive meetings

Administered AD/Entra ID, GPOs, and shared mailboxes; enforced identity hygiene and access control

Delivered training on Office Suite, Adobe, and credential workflows; improved platform fluency and autonomy

Previous Experience

Desktop Support Analyst – Smiths Detection – Edgewood, MD – May 2015 – Oct 2015

Desktop Support Technician – CompuCom (Nielsen Holdings) – Columbia, MD – Mar 2015 – May 2015

Desktop Support Technician (Tier 2/3) – Hewlett-Packard (CitiFinancial) – Baltimore, MD – May 2012 – Mar 2015

Desktop Support Technician (Tier 2) – Dell Technologies (CitiFinancial) – Baltimore, MD – Jun 2009 – May 2012

IT Support Specialist – GP Strategies – Columbia, MD – Oct 2015 – Mar 2016

Education

Chesapeake High School – Baltimore, MD – High School Diploma

University of Maryland at College Park – College Park, MD – Coursework completed

The Community College of Baltimore County – Essex, MD – Coursework completed

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)

Public Trust Cleared 2016 and 2025

Dell Soft Skills

Dell Wireless Networking Basics

2300 TrueMobile Wireless Certification

IBM Service Excellence

Udemy Training for CompTIA Network+ (N10-007) Certificate ID: UC-f5d4e482-d7f9-415a-9013-836313bdfc30

In Progress: CompTIA Project+, CompTIA CySA+, Microsoft AZ-900, CompTIA Server+

Digital Badge PeopleCert – Mastering ITSM AI Solutions

Contact this candidate