Stephen R. Email & Phone Number

Alpharetta, Ga, Us

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+ global devices• 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• Reviewed security team insights on vulnerabilities and deployed updates for emergency patches via Tanium; managed asset endpoints and documented SOPs in ServiceNow, applying ITIL best practices and creating knowledge base articles

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• Configured and managed Cisco Meraki switches and access points, improving network performance and connectivity

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• Demonstrated exceptional customer service and executive support across all branches of the company, building strong relationships with clients and colleagues

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.• Maintained computer patching schedules with Dell Kace, ensuring all systems were up to date and secure• Managed Support Trio Ticketing System, successfully closing and opening tickets in a timely and efficient manner