Tero McDowell

• Created, Modified and terminated access in various IT Systems (Active Directory, Cerner,etc) and ensuring users have appropriate access to systems and applications.
• Corrected access issues through organization standards, logical deduction and reasoning.
• Conducted access audits/reviews of security rights to ensure compliance with security policies and regulations.
• Coordinated with all groups involved in access lifecycle.
• Managed escalations and dynamic prioritizations to ensure optimal IT Security.

IT Technician - February 2023

• Supported & maintained Desktops, Laptops, Thin Clients, Virtual Desktops(VDH/WVD/AVD), Mobile Phones, Cisco Desk Phones, Printers, via Bomgar remote control software
• Managed Corporate Android and iPhones access via Microsoft Intune
• Managed Okta access roles for users
• Troubleshooted 365 access issues for employees
• Cherwell and Jira ticketing systems for documentation
• Trained new employees on support processes, procedures and knowledge base
• Consecutively scored 90-100% on Employee IT Customer Service Agent Reviews. Increased IT client performance for end users resulting in 98% FCR
• Increased overall company performance through improved IT uptime and cost reductions

• Analyzed software programs for functionality and compatibilty issues for new GM vehicles. Utilized knowledgebase procedures and resources to maintain target SLA for auditors. Parttime technical role.

• Supported & maintained Desktops, Laptops, Thin Clients, Kiosks, Mobile Phones, Printers, Cisco VPN connections and Two factor Authentication Tools for the Corporate Office utilizing VNC remote control software
• Collaborated and brainstormed with other IT Team members on different tasks throughout the IT department as well as made visits to facilities as necessary to resolve IT issues onsite
• Ordered new IT equipment as needed, setup IT equipment for various departments and utilized OTRS & Sysaid ticketing systems and Active Directory
• Monitored IT devices and Wireless networks via Solarwinds, LogicMonitor and various Network Monitoring Tools
• Managed IT Access in Healthcare systems assigning roles/emails/permissions/applications/laptops & software for all corporate, facility as well as vendor healthcare employees
• Exhibited courteous and kind IT customer service for Corporate and facility clients, thus developing trustworthy relationships, resulting in overall increase in customer satisfaction and cost efficiency.

• Understanding and assessing different connectivity issues (troubleshooting TCP/IP protocol and IP addresses) for several devices across the various Geovlan/Vlan Networks
• Install and maintain ITS Devices, Electronic Signs & CCTV Cameras for the entire State of Michigan, performing hardware/software upgrades as necessary
• Learning the designated Platforms/Infrastructure of the network, statuses of servers they sit on, centering in on the underlying problems that arise
• Interacting with customers/operators/client's in a way to extract necessary user information about comm or hardware issues, thus obtaining the true source of error and implementing solutions in quick response times to ensure highest quality service to customers, increasing they're trust/reliability in our services
• Reporting/closing completed jobs using a ticket-system database efficiently, while being detail-oriented, providing a clear description of best practice solutions for future reference