Johnathan Phillips
Houston,TX
Overview
11
11
years of professional experience
Work History
Cloud Administrator / L3 Applications Support
ENGIE GBS
Houston, TX
11.2020 - Current
- Administrate, and troubleshoot issues within MS Azure 365 cloud services, and end-user accounts
- Administrate, maintain, and optimize virtual server environments, to ensure high availability and performance
- Provide expert-level support for escalated issues and complex technical inquiries, ensuring timely and effective resolution
- Oversee and maintain Active Directory, ensuring secure and efficient user account management, group policy, and security
- Provide L3 Applications Support for SQL Developer, Oracle, Data Manager
- Document processes, procedures, and system configurations to facilitate knowledge sharing and ensure compliance with industry best practices as required by management
- Collaborate with other IT teams and stakeholders to ensure seamless integration and support of IT services
- Migrate users account, data, and devices from on premises domain to MS Azure on site and remotely
- Help automate the management and enforcement of policies using Azure Policies.
IT Support Specialist
Long View Systems
Houston, TX
03.2019 - 10.2020
- Managed L3 heat tickets for various software rollout projects
- Managed War Room 1st contact call Triage Team for software primary test phases
- Performed daily analytics metrics reporting for all incoming help center calls
- Completed software and operating system upgrades to multiple locations
- Basic cisco switch and router configuration
- Provide Remote assistance to priority users via various technologies (Citrix, VPN, Mobile)
- Provided excellent customer service.
Help Desk Level 2 Technician
Anadarko Petroleum
Woodlands, TX
02.2017 - 03.2019
- Managed escalated service calls, and assigned incidents in Service Now
- Communicated resolutions with Level 1 technicians
- Verified completed incidents, tasks, RITM’s, and escalations were routed and processed correctly ( Que Management)
- Google Authenticator MFA Admin
- Escalation troubleshooting for various PC issues both onsite and remotely with WRA and Skype
- Provided Mobile support for end users with Exchange Accounts via MDM
- Provided VOIP support for AVAYA phone system
- Provided excellent customer service.
Senior Help Desk Technician III
Vroom
Houston, TX
01.2015 - 02.2017
- Lead Help Desk Technician for Houston Texas including Dealership, Service, Reconstruction, Make Ready, Auction, Titles, BMC, and all Sell Us Your Car Center locations
- Responsible for all application/software and equipment deployment for Dealership, Service, Reconstruction, Make Ready, Auction, and Titles locations
- Managed Active Directory for new hire account creations, terminations, and application permission sets
- Managed Google Account Suite and licensing for various software and services
- Provided both onsite and remote support to over 700 users using Screen Connect and Cysco Any Connect
- Ring Central VOIP and Office 365 Administrator
- Level 1 troubleshooting and configuration of Cisco switches, routers, and Wi-Fi Hubs
- Basic network and printer VLAN experience
- Configured and managed Meraki switches
- Responsible for monitoring and removing Sophos flagged network threats.
Help Desk Team Lead
Harris County Public Health
Houston, TX
01.2013 - 01.2015
- Provide onsite and remote hardware and software support for over 800 users
- This includes Disease Control and Clinical Prevention, Environmental Public Health, Mosquito Control, Nutrition and Chronic Disease Prevention, Office of Communications, Office of Public Planning, Office of Public Health and Preparedness, and Veterinary Public Health
- Manage hardware inventory and surplus of expired or out of warranty equipment for all of Harris County Public Health
- COM L and COM T certified technician for Office of Emergency Management
- Manage ticketing queue and assign tickets and projects to various team members
- Active Directory account management, account creation, group policy edits, and terminations
- Use various remote tools for troubleshooting, application installations, server software maintenance including SCCM, and Altiris
- Hardware and software installation and configuration for various devices including Microsoft Surface pro and Surface Hub
- Basic cisco switch setup and configuration
- Custom imaging of laptops, desktops, and tablet devices.
Skills
- ITIL 4 Certified
- ADDS Admin
- MS Entra ID Admin
- MS O365 Admin
- PEO Admin
- MS Intune Admin
- MS Azure Admin
- OKTA MFA Admin
- Proofpoint Admin
- AWS Admin
Education Accreditation
- University of Phoenix, Houston, TX, Associates Degree Of Information and Technology w/ a concentration in Networking
- Microsoft, AZ 900 Certified
- Currently pursuing, Az 104 Certification
References
Available Upon Request
Timeline
Cloud Administrator / L3 Applications Support
ENGIE GBS
11.2020 - Current
IT Support Specialist
Long View Systems
03.2019 - 10.2020
Help Desk Level 2 Technician
Anadarko Petroleum
02.2017 - 03.2019
Senior Help Desk Technician III
Vroom
01.2015 - 02.2017
Help Desk Team Lead
Harris County Public Health
01.2013 - 01.2015