Jeff Owen Email & Phone Number

Lebanon, In, Us

● Monitor over 6200 endpoints and servers● Regularly analyze system and security logs to identify anomalous login activity, utilizing advanced analytical skills to detect potential security breaches and mitigate risks.● Conducts thorough verification of Office 365 inbox rules to ensure legitimacy and prevent unauthorized access, enhancing organizational email security.● Investigates account takeover attempts, adept at distinguishing between legitimate access and malicious activities, thereby safeguarding sensitive information.● Reduced incident response time by 40% through the automation of security alerts using Power Automate and Microsoft Teams.● Use Endpoint Detection and Response tools to monitor and respond to cybersecurity threats, ensuring robust endpoint security.● Skilled in the application of SIEM technologies for comprehensive security monitoring, incident detection, and response coordination.● Develop and conduct phishing training programs for end-users, enhancing organizational resilience against social engineering attacks and improving security awareness.

● Provided prompt resolution of T1/T2 support tickets, ensuring minimal disruption to end-users' productivity● Delivered exceptional end-user support, resulting in high customer satisfaction ratings● Performed hardware installations and replacements, reducing downtime for clients● Expertise in Active Directory services management, streamlining access and authorization processes● Provided expert-level Office 365 support● Deployed and supported 3CX Phone Systems, improving communication and collaboration for clients● Provided comprehensive support for iOS and Android devices● Proficient in Ubiquity Systems support, resolving complex technical issues for clients● Skills in negotiation, relationship building, and technical consultation to ensure successful client outcomes● Problem-solving and communication skills to effectively manage IT service issues● Implemented ConnectWise Manage and Automate to increase efficiency of technical support

Charlotte, North Carolina, Us

● Expertise in Active Directory for user management, streamlining access and authorization processes● Utilized ServiceNow to efficiently create and resolve incident tickets● Verified user identities using RSA Prime, ensuring secure access to company systems● Handled a high volume of daily incoming calls, providing exceptional customer service● Utilized PowerShell for internal user information management● Provided remote, phone, chat and email based Tier 1&2 technical support● Resolved technical issues through RDP sessions and troubleshot Cisco AnyConnect VPN● Proficient in Microsoft Office 365 and Windows 7 & 10 troubleshooting● Achieved high First Call Resolution rate and low return ticket rate● Worked independently and with a team to successfully resolve technical issues

Bellevue, Washington, Us

● Expertise in deploying images to Windows workstations● Utilized ServiceNow to efficiently add and resolve trouble tickets● Managed company assets using Active Directory● Deployed over 600 ThinClients to work from home users● Used Active Directory for effective asset management● Handled remote troubleshooting using SCCM, VNC, Remote Desktop, and Current Branch.

● Demonstrated outstanding time management skills to complete certifications ahead of schedule● Obtained multiple industry certifications including CompTIA IT Fundamentals, CompTIA A+, CompTIA Cloud Essentials and IBTA Business Communications● Contributed to class by providing support for classmates after obtaining certifications.