Adam Myers Email & Phone Number

Manage team tickets in ServiceNow and RemedyWork directly with Systems Engineers, Telecom, Networking, Systems, and CIRTVM Ware virtual machine setup and manageMaintain Microsoft Office 365 accounts using the admin portal and INTUNE MDMAssist users with OneDrive and SharePoint cloud services issuesSync and manage Active Directory to Azure AD SyncRemote connections with Beyond Trust and RDPCLI, PowerShell, Server Manager, IP Scanner, and Solar WindsCoordinate with… Show more Manage team tickets in ServiceNow and RemedyWork directly with Systems Engineers, Telecom, Networking, Systems, and CIRTVM Ware virtual machine setup and manageMaintain Microsoft Office 365 accounts using the admin portal and INTUNE MDMAssist users with OneDrive and SharePoint cloud services issuesSync and manage Active Directory to Azure AD SyncRemote connections with Beyond Trust and RDPCLI, PowerShell, Server Manager, IP Scanner, and Solar WindsCoordinate with vendors and internet providersBalance service times to meet SLAs Show less

Onsite and remote service callsWorked with team to meet appointments, onboard clients, and complete projectsWorked with Watchguard and SonicWall routers to troubleshoot VPN connectionsMaintained Microsoft Office 365 accounts using the Azure tenant portalSynced Active Directory to Azure Active DirectoryRemotely connected to client computers through BarracudaAssisted with Microsoft Windows and MAC OS issuesCompleted service orders in a proprietary ticketing system

Supervised IT support agents on Veterans Affairs help deskManaged agent attendance, schedule adherence, customer service, and call handling timePrioritized escalation of service requests based on troubleshooting steps takenMulti-tasked over several mediums simultaneouslyVerified ticket accuracy and documentation in ServiceNowTracked and analyzed agent performance, provided coaching, and hosted monthly meetingsSupervised 20:1 team, co-managed up to 200 agents at… Show more Supervised IT support agents on Veterans Affairs help deskManaged agent attendance, schedule adherence, customer service, and call handling timePrioritized escalation of service requests based on troubleshooting steps takenMulti-tasked over several mediums simultaneouslyVerified ticket accuracy and documentation in ServiceNowTracked and analyzed agent performance, provided coaching, and hosted monthly meetingsSupervised 20:1 team, co-managed up to 200 agents at peakManaged call volume, customer handling, and agent metricsWorked in Active Directory, Citrix, and Salesforce Show less

Directed technicians in the field to provide support to retail establishmentsOn-site break/fix and managed service maintenanceEnd-user hardware and software issue resolution to minimize customer disruptionManaged ticket queue in ServiceNow and followed-up on previous worksInstalled updates and patches routinely to keep systems optimizedReimaged systems and installed server OSCommunicated with field agents, home office, and clients to schedule service

Accepted inbound customer calls to provide technical support and billing assistanceOffered advice, coaching, and consultation to technically advanced and lower skilled usersProvisioned new account setupsTraced line activity over TCP/IP and CLI toolsEngaged in research to bring solutions to consumersCompleted outbound calls for follow-up support and update users on new options foundConducted support using multi-line phone, company software, and client notes

Produced and installed Microsoft servers and workstationsConfigured TCP/IP networks with DNS, and DHCP servers and domain controllersConfigured Active Directory forests and Group Policy objectsCompleted network installs using RISInstalled Ethernet and Wi-Fi networks including VPN tunnelsConfigured file servers to provide network shares using DFSSetup RAID 3 servers and Implemented backup solutionsImplemented firewalls with IPSec and Pass Through security protocols

Bachelor Of Science - Bs, Management Information Systems, General, 3.9

Finishing off my academic IT education with my BA in MIS. This new year will bring me to 25 years of hands-on experience.

Bachelor Of Science - Bs, Computer Science

Bachelor Of Applied Science - Basc, Management Information Systems, General, A

Bachelor Of Applied Science - Basc, Management Information Systems, General, A

Bachelor, Management Of Information Systems

As, Computer Technologies And Network Systems Engineer

Bachelor Of Applied Science - Basc, Management Information Systems, General, A

Learned skills in IT Governance