Stephen R. Email & Phone Number

Alpharetta, GA, US

• Deployed and managed system images for company laptops using MDT and Autopilot, reducing setup time from 3 hours to 50 minutes, and utilized Intune/Azure to automate mobile device management and security for 16K+.
• Supported and administered VDIs through VMware, enhancing user experience by fine-tuning VDI resources and addressing performance issues to reduce login times
• Assisted with mergers and acquisitions by consolidating new technologies and processes into 1 Active Directory, migrating legacy G-Suite to Microsoft 365, and standardizing redundant applications
• Provided escalated customer support for servers and workstations, resolving 200+ tickets per month and supporting 16,000+ global employees, consistently meeting or exceeding SLAs by resolving incidents within 24 hours
• Troubleshot technical issues as the designated engineer for C-Suite executives, ensuring minimal device downtime
• Managed asset security using Absolute by freezing lost, stolen, or unreturned devices and performing remote wipes

Ocoee, FL, US

• Successfully resolved technical issues for over 500 users, improving productivity and user satisfaction
• Maintained a 99% uptime rate for company assets through proactive management of antivirus and firewall settings
• Improved company device efficiency by 15% through regular imaging and security patch management
• Upgraded the company's network infrastructure, resulting in a 20% increase in network performance and connectivity
• Established a reputation for exceptional customer service, leading to increased loyalty and retention among clients and colleagues.
• Managed EarthLink phone server to setup company IP phones, enabling seamless communication among employees

Orlando, Florida, US

• Provided technical support to over 500 users onsite and remotely, ensuring efficient and effective resolution of technical issues
• Created and managed Active Directory accounts and user permissions, enabling secure access to company resources for employees
• Utilized McAfee EPO server to maintain the latest antivirus definitions and firewall settings, ensuring the security of company assets
• Managed Manage Engine server for imaging company assets and providing security patches for servers and clients, improving the efficiency and reliability of company devices
• Manage AirWatch Server to manage company mobile devices and users personal devices
• Managed Avaya phone server to setup company IP phones, enabling seamless communication among employees

Orlando, FL, US

• Successfully configured, supported, and troubleshot issues with over 1,500 Apple Macbooks in an enterprise environment
• Implemented a corporate standard for imaging laptops and desktops, resulting in increased efficiency and reduced downtime for users
• Provided technical support for a range of mobility devices, including smart phones, tablets, and MiFis, using VMware AirWatch
• Assisted with the setup and maintenance of Cisco Anyconnect VPN for remote users, ensuring secure and reliable access to company resources
• Utilized Lansweeper to efficiently deploy software on company equipment, improving productivity and reducing technical support workload
• Set up Cisco IP phones for new hires and existing users, improving communication and collaboration within the organization

Merrimack, NH, US

• Successfully provided technical support for 400+ users, consistently meeting service level agreements and exceeding customer satisfaction ratings
• Implemented corporate standard image across the entire company, streamlining processes and improving efficiency
• Consistently repaired and replaced system hardware in laptops and desktops on-site and remotely, resulting in reduced downtime and increased productivity
• Managed Active Directory user accounts and Exchange email accounts for new hires, ensuring smooth onboarding and seamless integration into the company
• Administered and maintained end-user accounts, permissions, and access, contributing to the overall security of the company's systems
• Setup Avaya IP phones for new hires and existing users, improving communication and collaboration within the organization.