Steven Coke Email & Phone Number

Fort Worth, Texas

• Supervising a team of 2 Desktop Support Technicians locally at the company’s Fort Worth branch and 2 Desktop Support Technicians located at the Corporate location in California while managing company expectations also in the company's New York branch. Supporting over 500 users.• Responsible for the flow, delegation and resolution of trouble tickets utilizing BMC Track-IT! while migrating to the JIRA ticketing platform. Designed and deployed the company's MDT/WPS imaging server.• Troubleshooting day to day issues from a tier III perspective when escalated from the Service Desk team.• Working directly with and mediating with the Infrastructure, DevOPs, QA, Risk, and DBA teams to alleviate and resolve system and user issues. Focusing on the end-user experience.• Created and implemented automation tasks for the company utilizing PowerShell, VBS, and VBA scripting.• Project based work includes management of the MS Active Directory forest, internal and external user / customer facing systems, file server cleanup including user profiles from local PC systems to Virtual Machine disks. Delegation of tasks to clean user mailboxes in preparation to migrate to O365 from on prim Exchange.• Working and troubleshooting within a hybrid VMWare virtual and local PC environment.• Tasked with management of the company’s Verizon Wireless and SOTI MobiControl MDM environments encompassing line changes, additions, removals, deployments, troubleshooting and upkeep respectively.• Implemented time and cost saving processes with little to no impact within the IT team as a whole.• Troubleshooting external dealership portal tier II technical escalations that are customer facing.• Guided and directed the Service Desk team on proper planning and procedure for implementation and growth.

Fort Worth, Texas

• Working within the IT Infrastructure department with a team of 4, managed, deployed and supervised over 250 server bases with platforms ranging from Windows 2003 to Windows 2012 R2 and over 200 workstations with platforms from Windows XP to Windows 10 Pro at any given time.• Directly responsible for all internal IT needs including invoicing, accounting and desktop support within a nationwide organization containing 200 users and over 3000 customer facing sites.• The IT Infrastructure team worked closely with Development to ensure claims processing stability.• Responsible for the consolidation, breakdown and recycle of the New York and New Jersey branches.• Designed and deployed the Kaseya BMS ticketing system and VSA. Managed patching, auditing, system performance and Symantec anti-virus before migrating to Kaspersky anti-virus within Kaseya VSA and using the Kaseya BMS application for trouble ticketing, incident response and request for changes.• Managed, migrated and deployed virtual machines utilizing the VMware vSphere and vCenter environments. • Tasked with the physical upkeep of datacenters including hardware changes / additions to servers.• Took part in migrating company from exchange to O365.

Dallas/Fort Worth Area

• Acquired quotes for upgrades and deployments of Avaya VOIP / Analog phone system equipment within the NRC nationwide in TX, PA, and MD. • Wrote detailed technical documents in regards to backup, shutdown, and startup procedures of Avaya equipment along with proper order of shutdown / startup within a mixture of Avaya equipment and UPS battery backups. Designed upgrades / deployments of Avaya equipment. • A direct medium and POC between TSI, NRC, and external vendors to provide fast turnaround times and excellent customer service during upgrades / deployments / maintenance while lowering SLA violations, and building relationships between all parties.• Acquired multiple Avaya VOIP, Meeting Exchange, and Aura related design, sales, and support certifications.

Texas

Directly implementing and managing a complete internal / external advanced network, domain IT infrastructure while deploying Microsoft Server 2012 R2 and Microsoft Exchange Server 2013 within a VMware / physical environment between 4 locations nationally in CA, TX, and NY/NJ. Directly managing 2 desktop support technicians that were responsibly for break / fix situations.• Migrated TX and CA Distribution Center’s from Windows 7 / 8 / 8.1 to Windows 10 PRO, integrating in to Active Directory while building custom Group Policy Objects tailored to the company’s needs.• Integrated and maintained national and global Microsoft Exchange Server 2013 within VMware. Utilizing Warehouse Management Systems internally. • Building, deploying, and managing interconnected VOIP systems nationally while building the Asterisk server base internally and outsourcing SIP trunk providers. • Deploying product procurement ticketing solutions for production / procurement team needs and issues from an IT stand point, reducing internal cost waste. • Implementing and managing cloud / hybrid physical sync solutions, along with MS Office 365 Suite to further global team communication and utilizing site-to-site VPN technology nationally for further internal file sharing and communication. • Recently completed IT build outs for a new TX, and CA Distribution Center reducing costs 25% by negotiating pricing and fees, while ensuring the continuation and enhancements of IT services. All of these which I directly managed and sourced vendors to accomplish all IT tasks in regards to build out, timeline, and budget.

Dallas, Tx

On a team of 2 in an internal / external corporate and executive environment while providing service and managing VOIP systems, Windows XP, Windows 7, Windows Server 2003, Windows Server 2003 / 2008 R2, Terminal Services via thin clients, and VPN systems.• Remotely deployed and serviced 75 Android mobile phones and tablets. • Managed over 250 end users spanning 3 locations nationwide in a domain / server environment. • Extensively utilized Arkeia backup software / tape drives, Windows Server Update Services WSUS, Active Directory, Airwatch MDM, Manage Engine / Desktop Central, TrendMicro, LogMeIn remote / Mobile, and Microsoft Exchange before migrating to Zimbra Collaboration Server.• Managed 15 physical server bases and 8-12 virtualized servers within a VMware environment at any given time utilizing load balancing technologies to balance user load between servers using thin clients.• Researched and implemented cost saving IT technologies while building relationships with product vendors. Developed time saving Powershell, VBScript, and VBA scripts / programs for daily functions throughout the company in a wide range of applications to end up being recognized for using the most cost effective techniques and reducing yearly costs nationally. • Relocated the Dallas branch Aug 2013 while being a fore front for IT related decisions during the construction process with 100% equipment accountability before closing down the branch and managing the transport of all equipment to HQ in Jacksonville, FL.

Ft Sill, Ok

Oversaw and maintained brigade operations from a IT standpoint• Updated over 200 computer systems to include 150 plus Blackberry devices. • Replaced 100 lifecycle computer systems and printers due to upgrades. Maintained computer equipment worth over $50,000 with 100% accountability. • Achieved my Security Plus certification during this time frame and was promoted once above peers for exemplary performance, leadership skills, and job related knowledge. • Primarily utilized Remedy Trouble Ticketing System. Was service side of ticketing system. Picked up tickets in a queue, if the description was too vague, a call was placed to verify the issue. When the issue was resolved, the ticket was updated and closed.