Years in Information Technology, Management and Support
STEVEN POWERS
Sugar Land,TX
Summary
Successful career spanning out of 30+ years of experience in IT.
20+ years Help Desk Management, several years ServiceNow on prem/portal administration,10 years of experience in Intune. 5 years of experience with Autopilot. 15 years of experience with KPI’s, MTTR (Mean Time to Repair) and SLA.
Overview
30
30
9
9
Years of Active Directory Administration
7
7
Years of Intune and Autopilot
12
12
Years using ServiceNow, Remedy and other Ticketing Systems
Work History
Office 365 And Google Workspace Administrator
Cognizant
Houston
04.2022 - Current
- Configure the On Prem and Office 365 environment for migration from Micorsoft to Google Workspace
- Manage Office 365, SharePoint, Exchange and Teams migration to Google WorkSpace.
- Troubleshoot all migration issues with respect to logging in, utilization, email hygiene and basic security using G.A.M
- And Google Admin Portal.
- Created PowerShell scripts for migrating all users and permissions, as well as creating governance reporting for PCI audits.
- Experience with Cherwell Ticket Management System for managing and assigning all incoming incidents and tasks.
- Create and Maintain Intune, configure Autopilot for new machines, migrate all AD managed machines to Intune.
- Managing Mail Flow both in Microsoft Office 365 and On Prem.
- Global Administrator for Active Directory and Azure Active Directory.
- Support Spam and Virus mitigation with both Google Workspace and Mimecast tools.
- Worked closely with Security, Service Desk Support, and other IT groups with Cognizant vendors and other support organizations.
Sr. Intune Specialist (Contract)
Nagarro Digital Engineering and Technology
Houston
04.2021 - 10.2022
- Extensive experience working with configuring Endpoint Management (Intune), MDM and MAM.
- Built configured, tested and implemented images for Windows and MacOS
- PowerShell
- Created Autopilot images to be deployed to several hundred thousand students and faculty.
- Designing and testing of three methods of restrictions – AppLocker, OMA-URI and Administrative Template Restrictions.
- Helped to design comprehensive test plan for development and integration of the rollout.
- Worked closely with pre-production, postproduction, and security teams to achieve a successful project.
Level 2/3 Messaging Technician (Contract)
Odyssey Information Service
Houston
10.2021 - 03.2022
- Extensive experience working with configuring Microsoft Outlook, Teams, Active Directory and Azure Active Directory.
- Support RightFax Manager and RightFax Utility including creating delegates, network shares and mailbox shares.
- Experience with ServiceNow both On Prem and Portal, managing and assigning all incoming incidents and tasks.
- Managing Mail Flow both in Microsoft Office 365 and On Prem.
- Support Spam and Virus mitigation with Symantec MessageLabs.
- Worked closely with Security, Telecom, Service Desk Support, and other IT groups with Texas Children’s Hospital.
I.T. Manager (Interim)
U.I.P.C.
Houston
01.2021 - 03.2021
- Managed IT department created and monitored SLA and Mean Time to Repair.
- Managed 7 Office 365 Tenants along with SharePoint 0365 administration .
- Build two independent mesh wireless networks supporting two 90,000 sq ft bldg.
- Built out Avaya Cloud Office and migrated all on premise phones to VOIP.
- Upgraded two conference rooms with 4k monitor and Avaya conference room cameras.
- Found existing 20 MB circuit to slow and upgraded it to 100 MB circuit.
- Migrated user’s Emails and SharePoint data between tenants.
- Managed all Microsoft O365 Licenses between tenants.
- Set up Endpoint Management with security.
- Managed and negotiated third party vendor contracts and services.
Intune / Autopilot Specialist (Contract)
Strategic Materials
Houston
10.2020 - 12.2020
- Designed and managed a Hybrid AD and Intune environment and migrated over 500 users from on-prem Active Directory to Azure AD and Intune
- Managed deployment of Multi Factor Authentication and Self-Service Password Reset.
- Created LOB, and Store applications that were deployed through Microsoft Autopilot
- Utilized PowerShell to design profiles to restrict user access, as well as for obtaining hardware hash and assigning group tags.
- Created specialized departmental Windows 10 images with prepackaged software applications.
- Migrated all IOS devices from Apple Business Manager to Intune.
- Migrated other BYOD devices like Android Phones and Kiosk Tablets into Intune.
IT Manager
Industrial Specialty Services
Houston
02.2020 - 10.2020
- Deployed Windows 10 laptops nationwide utilizing Microsoft Intune/Autopilot image (White Glove), extensive use of PowerShell and OMA URI configuration profiles.
- Designed and implemented new IT department including policies and procedures, SLA’s and Mean Time to Repair
- Office 365 Global Administrator with responsibilities including deployment, training, Office 365, procurement, and licenses management with Cloudmore.
- Responsible for procurement of all IT equipment.
- Negotiated vendor contracts for ISP’s, printers, wireless phone management.
- Acted as level 1 support for Acumatica ERP including account creation and training.
- Remote help desk support utilizing AutoTask Help Desk and N Central remote management tools.
- Followed ITIL principals when creating the new IT department including KPI's and SLA's.
Sr. Help Desk
Accredited Debt Relief
Houston
08.2019 - 02.2020
- Extensive experience supporting Windows 10, Office 365, G-Suites, Five9, and Velocify
- Demonstrated success supporting clients in person and using ConnectWise Automate and PowerShell
- Independently built a new sales office in Houston for 75 employees including building out network and Wi-Fi and designing images for deployment of all Windows 10 desktops and MAC laptops.
- Worked closely with HR for onboarding and offboarding employees, assigning appropriate groups and creating Active Directory, Office 365, and G-Suites accounts.
- Solid familiarity supporting multi-function printers, A/V equipment, and VOIP phone systems.
- Utilized ConnectWise Manage for all incidents and change management.
Sr. IT Field Engineer (Contract)
Blue River MSP
Houston
08.2018 - 08.2019
- Responsible for establishing and maintaining relationships with MSP clients while responding to and documenting incidents, configurations, and tasks in ConnectWise Manage.
- Handled day to day administration of Microsoft Office 365 including Intune, MFA, SharePoint Online, Skype for Business, and Polycom VOIP on various customer platforms. “White Glove” service utilizing ConnectWise Automate for Windows 10 patch management and RMM.
- Office 365, Teams, Citrix Files and SharePoint online administration and licensing.
- Functioned as primary technical resource for Houston clients including procurement of equipment.
Enterprise Desktop Administrator
TPC Group
Houston
02.2008 - 08.2012
- Remedy Force Incident Management Administrator for a world-wide petrochemical company.
- Orchestrated migration of phones from Blackberries to iPhone.
- Set and maintained TPC Groups standards for operating systems and software applications.
- Procured, deployed, and updated asset managements for all computers, and peripherals.
- White Glove support for C-level executives and all end users
Help Desk Manager
Ignite Restaurant Group
Houston
11.2006 - 02.2008
- Hand-picked I.T. team consisting of 6 members to support rapid growth in restaurant sales.
- Fostered new skills to resolve technical problems and related networking issues.
- Responsible for monitoring SLA, MMTR and KPI’s.
- Responsible for configuration and daily back up 120 restaurant servers.
- Administered & maintained servers, desktop computers, printers, routers, switches, firewalls, VoIP phones, smartphones, software deployment, security updates and patches
- Supervised maintenance of Aloha P.O.S systems and 120 servers.
Help Desk Supervisor
J.P.Morgan Chase
Houston
06.2004 - 06.2006
- Supervised a help desk team of 70 who supported over 180,000 employees worldwide.
- Strong people-management, organizational, interpersonal, problem-solving, planning, and presentation skills.
- Created a team environment by proper queue management of incoming calls and scheduling staff.
- Optimized monthly call metrics including items such as call volume, handling time and first call resolution.
Help Desk Manager
Cable and Wireless
Houston
05.1998 - 01.2004
- Managed and trained new help desk technicians utilizing the LAQR method of resolving issues.
- Maximized revenues by 30% by communicating with engineering team concerning support of new products.
- Directed two call center moves while maintaining a 90% first call resolution, MMTR and SLA’s.
- Trained employees on ITIL methodologies.
- Delivered high quality of support while maintaining call abandonment rates below 3% with 90% first call resolution.
Education
Associate Of Business -
Austin Community College
Austin, TX 05.1981 - 05.1983
Skills
Office 365 Administrationundefined
Timeline
Office 365 And Google Workspace Administrator
Cognizant
04.2022 - Current
Level 2/3 Messaging Technician (Contract)
Odyssey Information Service
10.2021 - 03.2022
Sr. Intune Specialist (Contract)
Nagarro Digital Engineering and Technology
04.2021 - 10.2022
I.T. Manager (Interim)
U.I.P.C.
01.2021 - 03.2021
Intune / Autopilot Specialist (Contract)
Strategic Materials
10.2020 - 12.2020
IT Manager
Industrial Specialty Services
02.2020 - 10.2020
Sr. Help Desk
Accredited Debt Relief
08.2019 - 02.2020
Sr. IT Field Engineer (Contract)
Blue River MSP
08.2018 - 08.2019
Enterprise Desktop Administrator
TPC Group
02.2008 - 08.2012
Help Desk Manager
Ignite Restaurant Group
11.2006 - 02.2008
Help Desk Supervisor
J.P.Morgan Chase
06.2004 - 06.2006
Help Desk Manager
Cable and Wireless
05.1998 - 01.2004
Associate Of Business -
Austin Community College
05.1981 - 05.1983
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