IT Support & Endpoint Lifecycle Specialist
Resume:
BRUCE J. BUTLER
IT Support & End User Computing Specialist
*************@*****.***
linkedin.com/in/bruce-j-butler-b1aa0b9
Royal Oak, MI
PROFESSIONAL SUMMARY
IT support professional with 15+ years across help desk, desktop, field service, and cloud support in regulated healthcare and financial-services environments. Hands-on with endpoint lifecycle management through SCCM, Intune, Active Directory, and Azure, and with ITIL-aligned service delivery measured against SLA and KPI targets. Delivers Tier 1-2 escalation support by phone, email, chat, and walk-up for Windows and Mac users; maintained 100% IT asset inventory accuracy and authors knowledge base documentation that expands user self-service.
CORE COMPETENCIES
•Endpoint Lifecycle Management - Imaging, Deployment, Refresh, Break/Fix
•SCCM / Microsoft Configuration Manager
•Microsoft Intune and Azure
•Active Directory and Exchange Administration
•Windows and macOS Troubleshooting
•ITIL-Aligned Service Delivery
•SLA and KPI Performance Management
•Tier 1-2 Escalation Support (Phone, Email, Chat, Walk-Up)
•Jira Ticketing and Incident Documentation
•IT Asset and Configuration Management
•Knowledge Base Authoring (Confluence)
•Endpoint Security - BitLocker, SOPHOS, Multi-Factor Authentication
•AWS Cloud Infrastructure Monitoring
•Data Center Hardware Support - Cisco, Juniper, IBM, Hitachi, Palo Alto
•Regulated-Environment Support - Healthcare and Financial Services
PROFESSIONAL EXPERIENCE
Ricoh (Flagstar Bank) Atlanta, GA 2024 - Present
Service Delivery Specialist
•Sustain Managed Print Services SLA compliance for a regulated financial-services client by analyzing service performance data against contracted levels and escalating variances to account teams before breach.
•Coordinate proactive maintenance across internal and external resources, keeping a multi-site print fleet in continuous service.
Public Partnerships (PPL) Alpharetta, GA 2024
Service Desk Specialist 2
•Served as escalation point for Level 1 technicians on complex hardware, software, and network issues across Windows and Mac systems, supporting users by phone, email, chat, and in person.
•Executed hands-on remediation including software installation, hardware upgrades, system configuration, and data backup, while carrying rotating after-hours on-call coverage.
Service Express Grand Rapids, MI 2024
Field Service Engineer (held concurrently with Public Partnerships)
•Restored enterprise data center hardware (Cisco, Palo Alto, Hitachi, Juniper, IBM) with minimal downtime by delivering on-site and remote break/fix support and managing complex migrations.
•Held 24/7 on-call rotation for critical data center operations, running structured diagnostics to isolate hardware and software faults.
Hyland Software Kansas City, MO 2022 - 2023
Cloud Support Specialist II
•Maintained AWS cloud infrastructure availability against SLA and KPI targets by monitoring alerting and triaging incidents to preserve system integrity.
•Expanded user self-service by authoring how-to guides and tech tips in Confluence, documenting recurring issue patterns for reuse across the support organization.
GreenSky Atlanta, GA 2021 - 2022
Desktop Support Analyst II
•Maintained 100% IT asset inventory accuracy across the supported endpoint fleet by enforcing documentation and configuration-management discipline in Intune, NCentral, SCCM, Active Directory, and Azure.
•Deployed and configured HP, Dell, and Microsoft Surface endpoints by imaging through SCCM and enrolling devices via Intune and Azure, covering the full provisioning lifecycle.
•Resolved desktop application and connectivity issues through a change-control ticketing system, documenting each incident for audit traceability.
Sibley Heart Cardiology Atlanta, GA 2019 - 2021
Help Desk Support Level II
•Reduced new-user setup effort by imaging and deploying systems under ITIL standards with network printer and drive connectivity configured ahead of onboarding.
•Secured clinical endpoint data by implementing BitLocker and SOPHOS encryption, and authored support documentation and onboarding training for new users.
Laureate Medical Group Atlanta, GA 2015 - 2018
Computer Technical Support Specialist
•Managed installation, configuration, and support of desktops, laptops, peripherals, and software while administering the help desk ticket queue end to end.
•Partnered with network administrators on Microsoft Server and Cisco switch configuration, and supported mobile email synchronization across iOS and Android.
EDUCATION AND CERTIFICATIONS
•Apple Developer Academy - Currently Enrolled, September 2026 Start. Areas of study: Project Management, Software Development in Swift, UI/UX Design, and AI Frameworks (Core ML).
•Cybersecurity Training Course, Certificate of Completion - Per Scholas (2026)
•Foundation Program - Michigan State University Apple Developer Academy (2026)
•Full Stack Software Development: Building Scalable Cloud Applications - Texas McCombs, University of Texas at Austin (in progress)
•Web Development Certificate (HTML, CSS, JavaScript) - NuCamp Coding
•Bachelor of Science, Media Communications - Full Sail University
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