IT Support - Windows, AD, 365, VPN, ITIL, Citrix

Stephen Cuff

Atlanta GA, ***** 813-***-**** *******.*.****@*****.***

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

Objective of career

I am a skilled IT professional with over 10+ years of experience, supporting customers of all different backgrounds with the goal of maintaining IT resources and the use of technologies that bring all departments together. Supporting our customers and making sure they have what they need to do their jobs is a reflection that IT can provide users with the necessary tools to be the best at what they do to keep the company’s parts moving in the right direction.

EXPERIENCE

IT Support Specialist EPIC INSURANCE 10/2023-Present

-Hybrid IT support for 3 offices in Metro ATL

-Tier I/II support/Remote support

-Windows operating systems and internet browsers

-Outlook MS-365, SharePoint administration, WebEx, Skype, and Active Directory

-Microsoft Exchange, One drive, and MS Teams

-VIP/Executive support

-Active Directory/Azure/Entra ID administration

-ServiceNow Ticketing – Escalating tickets as needed

-NINJA Device and Remote Management

-Microsoft RDP/ Azure Virtual machine support

-Microsoft 365 support / Entra ID

-LAPS Client – Local password solution

-Zoom /Teams Conferencing support

-Network /VPN support

-ITIL standards and practices/ problem solving and analytical skills

-Fortinet VPN/ CATO vpn

IT Support Specialist Barnes and Thornburg LLC 10/2022-10/2023

-Local IT support/ Tier I/II support

-Active Directory

-Microsoft Imaging w/ Smart deploy

-Microsoft Office 2016/365 support

-Create/modify desktop deployments

-Service Now Ticket management

-LAPS Client – Local password solution

-AV / Video Conferencing support

-IMANAGE document support cloud

-Citrix environment

-Inventory and asset management

IT Support Specialist/ Junior System Admin Royal Food Service 01/2020 – 10/2022

-Remote/Hybrid support

-Active Directory/DNS/ TCP/IP

-Create/modify desktop deployments

-Windows based systems ie; Windows 7-10 and Upgrading Win Server 2012-2016

-2016 Exchange

-Office applications 2010/13/16

-Mobile devices/Tablets

-printer’s/zebra printer

-Create KB’s

-Ticketing management /TrackIT

IT Service Desk Metropolitan Atlanta Rapid Transit Authority Feb/2021 – 10/2021

-Accountable Tier II and Tier III support for all MARTA location across the Metro Atlanta Rapid Transit Authority

-ITIL Service desk management

-Active Directory – Add, remove, create, and modify Resources, Users, Computers, Printers

-Windows desktop imaging and configuration via SCCM

-Hardware/Software/Networking support

-Windows 7/10 Management

-Office 365 Administration/web-based mail – created and managed mailbox per end user accounts

-Microsoft Endpoint Config Manager

-Mobile Admin/DUO

-2016 Windows Server

-Network print server install/support

-Understanding Network protocols (TCP/IP, DHCP, DNS)

-Cisco WebEx remote access tool – remote support tool w/admin access

-MFS/Multi-factor Authentication

Created disaster recovery plans for end user in prep for loss of data and application recovery

SOC support Sysnet global solutions 03/2019 – 12/2019

-Inbound/outbound phone support to assist with network security/safety per security with IDS/IPS tools

-Document and log all calls in CRM ticketing system

-Assist merchants worldwide with being PCI DSS compliant

-Reported potential threats to SOC teams

-Knowledge of IT concepts of TCP/IP, OS security, Attacks and vulnerabilities and Tools that protect from network/cybersecurity attacks

-Advise on networking solutions to provide a secure network environment

-Provide/assist merchants with networking solutions to keep their credit card details safe and secure

-Assist and provide merchants with setting up external network scan to determine if their network has any vulnerabilities which may be exploited by potential hacker(s)

-Provide solutions to mitigate network problems to pass/approve network scan

Desktop Support Admin NTTDATA Formerly DELL 05/2018 – 02/2019

-Tier II/III remote support

-PC Installs, Moves, Add, Changes, and Decommissions, Refresh, Hardware and Software Break Fix,

-End user onsite/phone support

-Update tickets using Remedy ticketing system

-Windows troubleshooting

-Microsoft Endpoint Config Manager /Reimaging/Deploying PCs upon request EOL

-Coordination with client end users on expectations, schedule of availability

-Meet Service Level Agreements on all services performed

-Update system of record for delivery Incidents and Requests

-Update asset management information for assets receiving services

-Identify potential issues that could adversely impact End User Experience

-Utilize advanced tools and technical knowledge to remediate incidents and conduct installs

Desktop Administrator BMC (Building Materials and Constructions) Headquarters 08/2014 – 08/2017

-Tier I/II Support for the Atlanta based office Headquarters end users

-Direct VIP support per CEO, Executives and Directors of the company

-Windows Server 2008/2010 Print/File server updating

-Windows 7/8 based platform and occasional Apple support

-Microsoft office 2010/2013 Standard and Pro Plus/ Office 365 web /cloud based

-Onsite/remote support/phone support to BMC employees using Remote desktop/Windows Remote Assist and Dameware

-Administrative admin access through group policy to upgrades and installs

-Password resets

-Active Directory/Exchange 2010 support including adding/removing and modifying users and placing in correct OU’s

-Citrix XenApp/ Receiver

-DHCP /IP reservations

-VPN Cisco Network connect

-Mobile support MobileIron I pad’s, active sync to exchange server

-Service Engine/ Cherwell ticketing

-Providing access to server shares and file access through Active Directory

-Printing support and troubleshooting printing on network servers across BMC WAN

-Asset Management Dell's Kace 1000 which provides updated info per machine on the BMC network

-Maintaining/configuring devices i.e., iPad, iPhone, Tablets, Androids

-Cisco CM Manager/ Unity

Desktop Support Admin, Dell, Atlanta, GA 6/2012-8/2014

-Tier II/III remote/desktop support

-State of Georgia Windows 7 Migrations/ Side-by-Side/Desktop support

-100+ users per site

-PowerShell scripting to create and deploy desktop/devices on the network

-Win 7 reimaging to Win 10 migrations, PC break-fix, Desk Side support, installs, moves, adds, changes

-Backup of user data in pre migration to alternate locations ie; network, external or flash drive

-Loaded Lite touch image to pre load image on to WinPE

-Basic Knowledge of Microsoft Deployment tool/USMT/Basic Windows Troubleshooting

-Active Directory, Novell, Setup to exchange server to outlook client, Windows/Office activation

-Installed and configured user desktop and data restore

-Dell Kace Tool Configuration (Asset tracker)

-Domain Joining on premise

EDUCATION

ASSOCIATES OF SCIENCE 09/2011 ITT TECHNICAL INSTITUE

-Major: A.S Computer networking systems

-Certifications – AZ-900 Azure Fundamentals

Skills and areas of expertise and understanding

Windows 10/11

Microsoft Azure Portal/Active Directory/Entra ID

Intune

Microsoft Windows Server

Microsoft O365,

Remote tools: Windows Quick assist, TeamViewer, UltraVNC viewer, Windows Remote Assistance, VNC, Bomgar, Dameware, Splashtop for Business

VPN: Cisco Any connect, CATO, Fortinet

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