Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

John Lovell

Oxford,USA

Summary

Experienced IT Support Technician proficient in troubleshooting technical issues and delivering timely solutions. Efficiently manages support tickets to ensure prompt resolutions and enhance user satisfaction. Skilled in system maintenance and providing user training for seamless IT operations. Expertise in Azure Active Directory, ENTRA management, software and hardware troubleshooting. Some experience with Azure Virtual Server and setting up virtual machines with on-premise servers. Also experienced in handling cell phone and router purchases and setup for iPhones and Android phones through the Verizon business portal.

Overview

12
12
years of professional experience

Work History

IT Help Desk Administrator

Ricardo Defense Inc.
10.2020 - 10.2024
  • Hired to the IT Help Desk department in a team of 5, supporting a company of 160+ employees
  • Handling daily tickets of IT problems and Data access
  • Offered the opportunity to become a Jr
  • Systems Administrator and get more into the Server side of the business
  • Job duties expanded to half tickets and half Server-side operations
  • The company has expanded to 260+ employees with the same IT support team size of 5
  • The business model is Project based, so when a new project is won by the company then hire what was needed for the project
  • Because of this the company is constantly adding new employees who need computers, company phones and other direct IT support to start their jobs
  • Some of these jobs are remote so a large part of the job is remote support
  • Developed comprehensive knowledge base articles for end-users, reducing support call volume.
  • Maintained accurate records of all Help Desk interactions, facilitating data-driven improvements to support services.
  • Evaluated new technology solutions based on current business needs and industry trends while making recommendations to management.
  • Served as a primary point of contact for troubleshooting hardware and software issues on desktops, laptops, and mobile devices.
  • Handled the company cell phone management, including internet routers for remote employees and international routers for employees based overseas.
  • Delivered exceptional customer service by maintaining clear and consistent communication with end-users throughout the issue resolution process.
  • Enhanced customer satisfaction by resolving technical issues promptly and professionally.

IT Help Desk Administrator

FISGlobal
12.2019 - 02.2020
  • Metabank sold the IT departments of Metabank and Crestmark to FISGLOBAL in December of 2019
  • The IT departments were told that there were spots in place for 2 years but after that there were no guarantees
  • The job stayed mostly the same but with an emphasis on help desk and phone support over the usual more expansive duties

IT Help Desk Administrator

Crestmark Bank
09.2018 - 02.2020
  • Hired in full time at Crestmark from NuTechs
  • Continued the job responsibilities with the SolarWinds help desk support of a series of legacy applications that included Factorsoft, an information database, AirWatch, Stucky, moved from Office 2016 to Office 365 and completed the deployment of Dell laptops to Windows 10
  • Helped troubleshoot and manage up to 40 printers that included both small desktop versions and larger company printers
  • Crestmark was bought out by Metabank – assisted in the transition and the migration to Metabank processes
  • Continued to assist Crestmark employees and help the IT team at Metabank with our processes and start to learn theirs
  • Continued my secondary job as the Hardware technician that included imaging systems with both KASE and SCCM
  • Did the installation of new users in cubicles and offices, troubleshooting of those setups and other troubleshooting as it came up

IT Help Desk Administrator

NuTechs
04.2018 - 09.2018
  • Brought in as a Hardware Technician to take over the imaging of new DELL computers for deployment to Employee’s of Crestmark Bank
  • Helping with the SolarWinds help desk tickets from employees
  • There were four people on the help desk for over 300 employees’, so each of us was responsible for about 80 employee’s and had a 15-minute response time per ticket
  • Handled OS, Technical troubleshooting, AirWatch deployment for company phones, I-phone and Android
  • Also handled printer troubleshooting and calling for support

IT Lead Technician

Crossroads For Youth
05.2012 - 02.2018
  • Overall responsibility for all things IT on a 330-acre campus with 18 buildings running HP POE switches and Fiber lines from the main Administration building and connecting each successive building
  • Responsible for up to 4 interns each semester, (Fall, Winter, Spring), This includes reviewing resume’s, interviewing, hiring, and management
  • Responsible for researching Security companies for the purpose of installing camera’s in all five residence halls on campus
  • Contacted three companies, led them on a tour of the buildings, fielded questions about the contract, received bids from them to pass on to my boss
  • Wrote proposal for replacement PC’s
  • Researched cost, arranged for funds, selected and picked up new PC’s, oversaw the loading of Windows 7 with company license keys
  • Loaded Office 2007, Bitdefender antivirus, TeamViewer on each machine
  • Along with my interns I replaced the older machines on campus with the new PC’s
  • Server maintenance which included monitoring, backups of Terminal Server and Server 2012 on a monthly basis
  • Researched and Interviewed IT management companies for the purpose of replacing Crossroads off-site IT support staff
  • After the initial interview I would put my thoughts into a word document and give it to the Executives so they could make the decision on a second interview
  • 24 / 7 on call

IT Security Technician

TEK Systems
04.2017 - 07.2017
  • IT Security Technician – Supplied to Ascension Health on a 90 day assignment to check their Computers for malware
  • Given the task of remoting in to a select amount of PC’s and Laptops and running two concurrent successful Norton Antivirus scans on each unit before it can be cleared
  • The scans ran from 2 hours to 16 hours in length for each pass
  • Assigned to check 3000 printers to make sure the subnet mask was set to the proper setting so that the company could finish a planned network switch
  • Sent to Crittenton Hospital in Rochester, MI to check each PC in the network and verify that the proper Microsoft updates had been downloaded and applied successfully to block the WannaCry virus
  • At the two month mark we were sent to Providence Hospitals across Metro Detroit for the remaining time on our contract
  • We were assigned to do cable management on the PC’s and Desktops in the patient areas of the hospital

Education

Bachelor’s Degree - Information Security

Baker College
Auburn Hills, MI
12.2016

Associates Degree - IT Security

Baker College
Auburn Hills, MI
12.2012

Skills

  • Windows 10 Support
  • Windows 11 Support
  • Server 2012
  • Server 2019
  • Azure Active Directory
  • Office365 Support
  • ConnectWise remote desktop support
  • Desktop Central Remote Desktop support
  • TeamViewer
  • SCCM imaging
  • KASE imaging
  • FortiClient support
  • Office 365 support and administration
  • Basic Visio support
  • Break-Fix support
  • Network Admin support
  • Desktop Applications Support
  • Symantec Antivirus
  • Symantec Encryption
  • Bitlocker support
  • Help Desk Support
  • HP printer support
  • Canon Image Runner 5505 support
  • Remote Desktop Connection
  • Symantec Virus Protection Software
  • ServiceNow Ticket System

Interests

I am interested in how things work, how to improve them What makes them work in their environment and how to streamline the processes to make them more efficient

  • Tech enthusiast, passionate about exploring the latest advancements and innovations
  • Virtual Reality

Timeline

IT Help Desk Administrator

Ricardo Defense Inc.
10.2020 - 10.2024

IT Help Desk Administrator

FISGlobal
12.2019 - 02.2020

IT Help Desk Administrator

Crestmark Bank
09.2018 - 02.2020

IT Help Desk Administrator

NuTechs
04.2018 - 09.2018

IT Security Technician

TEK Systems
04.2017 - 07.2017

IT Lead Technician

Crossroads For Youth
05.2012 - 02.2018

Bachelor’s Degree - Information Security

Baker College

Associates Degree - IT Security

Baker College

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John Lovell