Summary
Overview
Work History
Timeline

Justin Crawford

Houston,TX

Summary

Experienced IT professional with a proven record of supporting team in meeting business's IT-related needs. Prioritizes collaboration and teamwork to leverage individual strengths and create cohesive unit. Strong technical background excels in applying advanced diagnostic techniques and encourages team to approach challenges from multiple perspectives. Specializes in analyzing call and ticket data to proactively identify potential issues during periods of heightened demand. Adopts 'Think like an owner' mentality to consolidate services and reduce costs while fully meeting business needs. Committed to optimizing IT operations and contributing to business success through strategic thinking and teamwork.

Overview

22
22
years of professional experience

Work History

Senior Information Technology Support Specialist

Nexus Health Systems
05.2023 - 09.2024
  • Managed endpoints across the hospital network, covering desktops, laptops, and mobile devices.
  • Possess extensive expertise in Apple Business Manager and its integration with MDM solutions.
  • Resolved technical issues swiftly for minimal downtime.
  • Partnered with clinical teams to tackle connectivity challenges affecting quality of patient service.
  • Acted as the liaison between the hospitals and third-party vendors
  • Coordinated repairs for computer carts, printers, and cabling infrastructure
  • Ensured timely resolution of hardware and connectivity issues, minimizing disruptions
  • Created and managed user accounts in Active Directory both on prem and Entra
  • Assigned appropriate permissions, group memberships, and access rights
  • Streamlined user onboarding and offboarding processes
  • Administered O365 licenses through the Admin Center
  • Assigned licenses to users based on their roles and needs
  • Collaborated with HR and department heads to align licensing with organizational requirements
  • Leveraged Microsoft Intune for endpoint security and management
  • Enforced security policies, configured device profiles, and monitored compliance
  • Remotely deployed software updates and patches to maintain a secure environment
  • Designed and deployed customized profiles for job-specific computers
  • These profiles automatically configured essential applications and links
  • End users had seamless access to the tools necessary for their daily tasks
  • Maintained detailed documentation of network configurations, procedures, and troubleshooting steps
  • Conducted training sessions for hospital staff on best practices and security awareness
  • Empowered users to make the most of available technology resources
  • Developed and tested disaster recovery plans for critical network components
  • Ensured data backup and continuity during emergencies or system failures
  • Participated in hospital-wide drills to validate response protocols

IT Manager

SpectraCell Laboratories, Inc.
06.2022 - 05.2023
  • Assessed system needs, recommended hardware and software acquisitions, and identified opportunities for improvement
  • Managed team of technicians to administer basic and advanced troubleshooting to end-users and improve efficiency through remote diagnostic techniques and face-to-face support
  • Mentored junior technicians through one-on-one and technical team meetings
  • Managed SOPs for new computer rollouts, special projects, software and hardware upgrades, cable management, infrastructure, and end-user hardware
  • Maintained strong knowledge of applicable regulations and implemented policies for Wi-Fi compliance and Mobile Device Management
  • Provided tech support for IT problems and account maintenance, met with users and vendors to determine computing requirements, and maintained inventory
  • Managed SOPs for AV equipment in conference rooms and classrooms and examined metrics to prepare IT project progress reports
  • Identified security vulnerabilities and potential risks, maintained security of infrastructure, and implemented AP upgrade to comply with latest Wi-Fi standards

IT Service Desk Technician II

The Menninger Clinic
05.2021 - 06.2022
  • Managed two projects on time and budget, including assisting security manager with configuring security appliances
  • Provided technical mentorship for junior technicians, conducted technical team meetings, and provided operational guidance to the team
  • Provided basic and advanced troubleshooting for 400+ users throughout the hospital, via email, live chat, and telephone
  • Performed end-user support, customer service, and desktop/application support, including remote assistance to both onsite and remote users
  • Assisted with new computer rollouts, special projects, and performed software installation and drive/firmware upgrades for desktops
  • Maintained positive working relationships with fellow staff and management, and researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries
  • Assisted users with cable management, connecting laptops to docking stations with monitors and wireless keyboards and mice, and Wi-Fi connections
  • Managed MDM system and mobile devices, created new accounts, reset passwords, and configured access to servers and files
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users, and maintained and facilitated Men Alert system
  • Experienced in Sentinel One's basic UI functions

Helpdesk Technician I

U.S. Physical Therapy, Inc.
10.2018 - 03.2020
  • Provided basic and advanced troubleshooting for 500+ clinics' desktops, laptops, and mobile devices
  • Assisted with new computer rollouts and hardware installations, including network connections and software installation and upgrades
  • Configured and managed Active Directory/File Share Servers, providing access and permissions to users
  • Provided AV/Network Support for conferences, including audio and video setups
  • Troubleshot and resolved network issues, including hubs, patch panels, NICs, and cabling
  • Assisted users with connecting wireless phones and other mobile devices to the network and setting up email accounts
  • Managed and programmed cell phones and other troubleshooting equipment
  • Provided training to faculty and staff on applications and Apple/PC maintenance

Helpdesk Analyst

EOG Resources
11.2017 - 09.2018
  • Supported 900+ end-users with basic and advanced troubleshooting of software and hardware issues, providing excellent customer service
  • Provided remote and phone assistance to ensure timely and efficient resolutions to technical issues
  • Assisted with new computer rollouts and software installations/upgrades, including maintaining Windows Core Servers and Virtual Hosts
  • Managed Active Directory/File Share Servers to maintain system security and efficient file sharing
  • Provided AV/Network support for video conferences and meetings and ensured seamless connectivity for end-users by configuring and troubleshooting TCP/IP, POP, SMTP, IMAP, and Exchange settings
  • Troubleshot proprietary and third-party software to diagnose and resolve issues
  • Implemented hardware and software upgrades to workstations to enhance performance and efficiency
  • Ensured accurate and relevant documentation by updating IS troubleshooting articles and conducted user training on applications and Apple/PC maintenance to improve productivity and reduce technical issues
  • Met and exceeded service level agreements, minimizing downtime, and improving end-user satisfaction

IT Helpdesk Specialist

Tech-Seal International
07.2017 - 11.2017
  • Provided basic and advanced technical support to over one hundred users, including end-user support and customer service
  • Resolved technical issues remotely and on-site, ensuring efficient resolution for users across various locations
  • Managed new computer rollouts, including imaging, and configuring workstations with standard software and hardware
  • Maintained Windows Core Servers/Virtual Host and Active Directory/File Share Servers for optimal performance and access control
  • Troubleshot network issues and provided AV/Network support for video conferences and meetings
  • Configured and troubleshot connectivity settings such as TCP/IP, POP, SMTP, IMAP, and Exchange
  • Assisted users with wireless phones, troubleshooting equipment, and phone support for desktop users
  • Implemented hardware and software upgrades to workstations and conducted user training to improve productivity

Project Implementation Specialist

Randstad Technologies US
02.2017 - 04.2017
  • Assisted in the rollout of new credit card pin pads with security chips to over fifty-two retail stores
  • Upgraded operating procedures by applying server configurations for new security measures
  • Collaborated with onsite technicians to implement new hardware and test systems remotely, ensuring a successful upgrade
  • Used advanced techniques and training to troubleshoot issues with onsite technicians during the upgrade process
  • Worked with retail staff to ensure seamless operation of the upgraded system
  • Exceeded established service level agreements
  • Completed assigned stores ahead of schedule and assisted team members by taking on additional stores to complete the project
  • Ensured the project's success by working collaboratively and efficiently with the team

IT Support Specialist

Dialyspa
03.2016 - 01.2017
  • Provided basic and advanced troubleshooting for 275+ users across 5 clinics
  • Performed end-user support techniques, customer service, and desktop/application configuration
  • Assisted with Remote Assistance and new computer rollouts, including software installation and upgrades
  • Managed Active Directory/File Share Servers and provided AV/Network support for all conferences
  • Configured TCP/IP, POP, SMTP, IMAP, and Exchange settings and programmed cell phones and troubleshooting equipment
  • Implemented hardware/software upgrades to workstations and provided training on applications and Apple/PC maintenance to faculty and staff
  • Troubleshot network issues such as hubs, patch panels, NICs, and cabling, consistently exceeding established service level agreements
  • Ensured efficient and effective IT operations and exceptional end-user experiences, resulting in improved productivity and reduced downtime

Field Service/Desktop Support Technician

Safeway
08.2012 - 03.2016
  • Provided basic and advanced troubleshooting for 800+ users and responded to call-out issues promptly
  • Set up, tested, and configured networks, desktops, laptops, printers, and telephone systems
  • Monitored and maintained computer systems and network for all staff and established/maintained good working relationships with staff and customers
  • Coordinated hardware, software, and wiring repair process with outside vendors and maintained parts inventory for systems onsite
  • Installed and replaced hardware components such as motherboards, processors, RAM, and graphics cards
  • Troubleshot and resolved hardware/software issues and assisted contracted companies with network problems
  • Provided after-hours/weekend/holiday support as needed
  • Managed and closed assigned problem tickets in a timely manner

Customer Service/Desktop Support

Randalls Food Market
12.2002 - 08.2012
  • Provided basic and advanced troubleshooting for 25+ users and set up, tested, and configured networks, desktops, laptops, cash registers, printers, and telephone systems
  • Monitored and maintained computer system and network for all staff and coordinated hardware, software, and wiring repair process with outside vendors and replaced parts as needed
  • Installed motherboards, processors, RAM, and graphics cards, maintained parts inventory for systems onsite, and ordered appropriate inventory when needed
  • Troubleshot systems and assisted contracted companies with network problems and diagnosed and solved hardware and/or software issues
  • Established and maintained good working relationships with all staff and customers with any software and IT needs and provided after-hours and/or weekend or holiday support (unscheduled support), as business needs arise
  • Responded to, followed up, and closed all assigned problem tickets in a timely manner for all call out issues and worked continuously on task until project is completed

Timeline

Senior Information Technology Support Specialist - Nexus Health Systems
05.2023 - 09.2024
IT Manager - SpectraCell Laboratories, Inc.
06.2022 - 05.2023
IT Service Desk Technician II - The Menninger Clinic
05.2021 - 06.2022
Helpdesk Technician I - U.S. Physical Therapy, Inc.
10.2018 - 03.2020
Helpdesk Analyst - EOG Resources
11.2017 - 09.2018
IT Helpdesk Specialist - Tech-Seal International
07.2017 - 11.2017
Project Implementation Specialist - Randstad Technologies US
02.2017 - 04.2017
IT Support Specialist - Dialyspa
03.2016 - 01.2017
Field Service/Desktop Support Technician - Safeway
08.2012 - 03.2016
Customer Service/Desktop Support - Randalls Food Market
12.2002 - 08.2012

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Justin Crawford