Stephan Crockett
Chicago,IL
Summary
Competent well-versed IT professional in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.
Overview
9
9
years of professional experience
1
1
Certificate
Work History
Senior Desktop Engineer
FTD
Chicago, IL
06.2024 - Current
- Provide timely and accurate user support for IT assets at FTD locations and remote (home) environments
- Provision, install, and deliver customer systems configured to FTD standards
- Promote and maintain a secure IT environment
- Ensure proper approvals for systems access
- Prevent and/or mitigate malware threats
- Follow corporate use, SOX, PCI, and other best practice guidelines
- Develop and maintain standardized desktop images for various hardware models and user profiles
- Provide timely and accurate user support for IT assets at FTD locations and remote (home) environments
- Support Windows, MacOS, iOS, and Android devices and peripherals
- Assist users with questions and troubleshooting related to common desktop applications, like Office 365, and a wide variety of software and hardware-related issues
- Administered and troubleshot Microsoft Endpoint Configuration Manager and Mobile Device Management software.
- Strengthened communication skills through regular interactions with others.
- Conduct a thorough assessment of the existing AD environment, including user accounts, group policies, security settings, and applications integrated with AD.
- Address any issues or challenges that arise during and after the migration, providing timely resolution and support to ensure a smooth transition.
- Maintain accurate and up-to-date user accounts and roles within OneLogin, ensuring appropriate access levels based on job functions and organizational policy
- Integrate OneLogin with various applications and services used within the organization, ensuring seamless Single Sign-On (SSO) and Multi-Factor Authentication (MFA) experiences.
Information Technology Engineer
Flexport
12.2021 - 10.2023
- Escalation points for our Tier 1 associates
- Configured and managed Mac and Windows laptops and loaner systems, processed returned assets, and assisted users in system upgrades, troubleshooting, and data recovery using WorkspaceONE and Munki
- Migrated Mac and Windows laptops from WorkspaceOne and Munki to JAMF and Microsoft Intune via Azure Active Directory
- Managed role-based access control within Microsoft Intune and JAMF Pro
- Managed macOS device enrollments in Apple Business Manager and JAMF Pro, ensuring accurate record-keeping and system integrity
- Build and configure new hire laptops and employee hardware upgrades, process returned assets and prepare them for recycling/reuse
- Implemented and managed Okta's Identity and Access Management solution for a multinational organization
- Used Sentinel One as an endpoint protection platform to protect our MacBook Pros, Airs, and Windows endpoints (Lenovo and Dell) with our environment
- Support users in-person and remotely through the Jira ticketing system, creating and updating knowledge base articles on Confluence and administering various SAAS systems
- Create and manage databases using Amazon RDS, DynamoDB, and Aurora services
- Manage AWS Identity and Access Management (IAM) users, groups, and roles and assigned proper role access to the appropriate team
- Train new team members in various locations and create training documentation to decrease time to ramp up
- Coordinate with other teams such as Legal, HR, Tech Ops, Workplace, and external vendors on a variety of cross-functional projects
- Onboarding new hires upon joining our organization.
IT Support Specialist Level 2
Blue Bird Day
11.2020 - 12.2021
- Managing 350+ user and client accounts and 100+ security groups to provide system access
- Performs administration activities such as setting user accounts, roles, access, and privileges
- Implemented and managed Microsoft Intune Endpoint Security policies for various devices, including Windows PCs, macOS devices, iOS, and Android device via Azure Active Directory
- Led deployment of Microsoft Intune Endpoint Protection for malware prevention and threat detection across the organization's endpoints
- Enabled remote device management and secure access to corporate resources for a geographically distributed workforce using Microsoft Intune
- Set up UniFi network switches and routers and manage the network gateway utilization
- Investigating, resolving, and closing user-reported PC problems and application issues through our ticketing system
- Support, debug, and fix issues with software running on manufacturing equipment; provide after-hours support as needed
- Use Powershell to automate the process and Microsoft Flow to automate business processes
- Responsible for the installation, evaluation, implementation, automation, integration, analysis, maintenance, and problem resolution for client system software, client-server hardware, and storage.
IT System Administrator
Randa Accessories
02.2019 - 11.2020
- Configure security settings or access permission for groups or individuals within AD
- Create a new user account in the Exchange Admin Center
- Adoption of Office 365 and Microsoft Teams, transforming productivity into collaborative workspaces
- Work with basic network protocols and technologies, including TCP/IP, DHCP, wireless networking, and VPNs
- Work with Hosted Exchange/365
- Configure, manage, troubleshoot, and maintain Windows servers 2008/2012/2016
- Troubleshoot with Windows desktops and Mac OS
- Knowledgeable on Microsoft Exchange 2016/2013/2010
- Cloud-based technologies: Microsoft Azure Experience with Adobe Cloud, VMware, and Dropbox
- Oversaw the implementation and administration of Barracuda Backup at Randa Accessories
- Configured backup schedules, monitoring backup jobs, and ensuring data integrity and recoverability in case of data loss or system failures
- Implemented Sophos cybersecurity solutions at Randa Accessories to enhance our endpoint security posture
- Assisted with migration from Sophos to CrowdStrike endpoint protection, leveraging advanced threat detection and response capabilities to strengthen our security defenses further
- Assist users in accessing company-wide Internet, intranet, and enterprise-wide systems
- Execute centralized patching for Chicago infrastructure servers and conduct software maintenance and security updates.
Desktop Support Analyst (Contractor)
HUB International
09.2018 - 02.2019
- Identify, diagnose, and resolve problems for users of server-based applications, personal computer software and hardware, networks, the Internet, and new computer technology
- Deliver, tag, set up, and configure end-user PC desktop, software, Avaya phone, and mobile devices
- Manage and deliver software using System Center Configuration Manager (SCCM) and patch Windows OS
- Diagnose and resolve end-user network or local printer problems, PC hardware problems and server-based applications, e-mail, Internet, Phone Systems, VPN, Mobile Devices, and LAN/WAN access problems
- Coordinate timely repair of equipment covered by third-party vendor maintenance agreements
- Train new users to use the latest hardware and network services available properly.
Service Desk Support Specialist (Contractor)
University of Chicago
04.2018 - 09.2018
- Provided customer-focused technical support and advice to members of the University, Faculty, Staff, and Students
- Troubleshoot second and third-tier support and properly document tickets to hand off to third-tier if needed
- Helped maintain knowledge base documents for updates and suggested new second-tier to address potential gaps
- Supported 15-20k members of the University of Chicago (Alumni, Guest, Staff, Students).
Operations Analyst
SwissPost Solutions/Publicis Groupe
08.2015 - 03.2018
- Manage 1000+ users’ software and hardware-related issues
- Offered high-touch support, ensuring executives received dedicated assistance tailored to their needs and preferences
- Reimage, diagnose, troubleshoot, and resolve a range of software, hardware, and connectivity issues
- Support technologies, including Windows OS, MS Outlook/Exchange second tier, and more
- Assisted in migrating the on-premises Exchange server to the Azure hybrid environment, facilitating seamless integration of cloud-based service
- Use Active Directory to monitor the enterprise's users, computers, Organizational Units, and Group policies.
Education
Cybersecurity Boot Camp -
City Colleges of Chicago
10.2018
Year Up Chicago (Information Technology Training Certificate) - undefined
Year Up Chicago
07.2015
Skills
- System Imaging
- Capacity Planning
- Mobile Device Management
- Security Protocols
- Experience with SCCM (System Center Configuration Manager)
- Patch management
- Virtualization Technologies
- Software Deployment
- Network Administration
Certification
ITIL Foundations
Timeline
Senior Desktop Engineer
FTD
06.2024 - Current
Information Technology Engineer
Flexport
12.2021 - 10.2023
IT Support Specialist Level 2
Blue Bird Day
11.2020 - 12.2021
IT System Administrator
Randa Accessories
02.2019 - 11.2020
Desktop Support Analyst (Contractor)
HUB International
09.2018 - 02.2019
Service Desk Support Specialist (Contractor)
University of Chicago
04.2018 - 09.2018
Operations Analyst
SwissPost Solutions/Publicis Groupe
08.2015 - 03.2018
Cybersecurity Boot Camp -
City Colleges of Chicago
Year Up Chicago (Information Technology Training Certificate) - undefined
Year Up Chicago
Technicalknowledge
Windows Server 2008-2019, Windows 7, Windows 8, Windows 10, Windows 11, Mac OS(Big Sur, Monterey, Ventura, Sonoma), SSCM Deployment 2012 Notepad++, Adobe Suites, Altiris, Database management, Citrix Receiver, Symantec Management Agent, Active Directory, O365, Okta SSO integrations, Jumpcloud, Crowdstike, Slack Administration, Workspace One, RingCentral Admin, LastPass Enterprise, TCP/IP, LAN, WLAN, VLAN, DHCP, DNS, NAS, Unified Network Devices, Diagnoses and resolves end-user network or local printer problems, PC hardware problems and server-based applications, E-mail, Internet, Phone Systems, VPN, Mobile devices, Local & wide area network access problems, BitLocker, FDE Console, Firewall, File Vault 2(Macintosh Encryption), Panda Endpoint, Open VPN, Duo Security: Multi-Factor Authentication & Single Sign-On, Skype for Business, Polycom, Go to Meeting, Cisco Phones, ShoreTel, Google Hangout, Avaya, 3CX, Ring Central, BlueJeans, Poly Lens, ITIL4 Foundation Issued May 19 2024, Microsoft 365 Certified: Endpoint Administrator Associate exp. September 2024, Cisco Certified Network Associate exp March 2025
Technicalknowledge
Windows Server 2008-2019, Windows 7, Windows 8, Windows 10, Windows 11, Mac OS(Big Sur, Monterey, Ventura, Sonoma), SSCM Deployment 2012 Notepad++, Adobe Suites, Altiris, Database management, Citrix Receiver, Symantec Management Agent, Active Directory, O365, Okta SSO integrations, Jumpcloud, Crowdstike, Slack Administration, Workspace One, RingCentral Admin, LastPass Enterprise, TCP/IP, LAN, WLAN, VLAN, DHCP, DNS, NAS, Unified Network Devices, Diagnoses and resolves end-user network or local printer problems, PC hardware problems and server-based applications, E-mail, Internet, Phone Systems, VPN, Mobile devices, Local & wide area network access problems, BitLocker, FDE Console, Firewall, File Vault 2(Macintosh Encryption), Panda Endpoint, Open VPN, Duo Security: Multi-Factor Authentication & Single Sign-On, Skype for Business, Polycom, Go to Meeting, Cisco Phones, ShoreTel, Google Hangout, Avaya, 3CX, Ring Central, BlueJeans, Poly Lens, ITIL4 Foundation Issued May 19 2024, Microsoft 365 Certified: Endpoint Administrator Associate exp. September 2024, Cisco Certified Network Associate exp March 2025
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