Titus Fisher
Summary
Seasoned in elevating IT infrastructures and cybersecurity for entities like Chrysalis, I leverage expertise in O365 Administration and project leadership to drive technological advancements and user satisfaction. Recognized for exceptional problem-solving skills and achieving over 95% in supervisor satisfaction, my focus on innovation and team collaboration consistently delivers outstanding results.
Overview
19
19
years of professional experience
1
1
Certification
Work History
End User Computing Administrator / Senior Support Engineer
The Friedkin Group
08.2020 - Current
- Company Overview: Corporate IT
- Implemented Jamf Pro Mac Management Solution (Jamf Pro is a comprehensive enterprise management software for the Apple platform.)
- Project Lead for Apple Business Manager/Intune Integration
- Senior support for all End User Computing issues
- Created Core Training framework for best practice troubleshooting
- SCCM Management
- Workstation Windows Updates and Core Applications Patching via SCCM
- Apple Device Support SME
- O365 and Endpoint Manager Lead
- Corporate IT
Information Security Officer / Advanced Support Engineer
Chrysalis
02.2020 - 08.2020
- Company Overview: Managed Service Provider
- Advanced Troubleshooting and Project Implementation
- Project Lead for a wide range of O365 Projects to include MFA implementation, Migrations, and Restoration
- Lead for all client Security Projects - Experience with security information and event management (SIEM) tools
- Last Point of Escalation for Ticket Resolution
- Diagnose, troubleshoot hardware and software issues from different clients ranging from Law Firms, Doctors Offices, Oil & Gas, Schools, and Real Estate Companies
- Managed Service Provider
Support Engineer II | Service Desk Technician
Aldridge, Inc.
10.2016 - 02.2020
- Company Overview: Managed Service Provider
- Advanced Firewall Troubleshooting, Exchange Database Administration, and O365 Administration
- Project Lead for multiple new client onboarding projects
- Joint Lead for all client Security Projects
- Provide full term issue resolution - (Responsible for ticket ownership and resolution)
- Routinely exceed in call-handling goals, outperforming all quotas regarding Ticket Closures, First Call Resolution, Ticket Reopen Rate, Client Satisfaction, and Call Time
- Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues
- Excel in asking probing questions and researching, analyzing and rectifying problems
- Technical Lead over Level II Engineers and collaboration with Level III Engineers to resolve complex problems that required escalation
- Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions
- Manage all manner of security issues related to compromised email, domain, and local user accounts
- Managed Service Provider
Master Detailer
A-Team Detail
01.2014 - 01.2016
- Company Overview: Professional IDA Certified premium full-service daily driver, exotic & luxury car coating, paint correction and detail company
- Provided personalized customer service to each VIP client in a fast-paced environment through order accuracy and attention to detail
- Offered fast and reliable service while providing unmatched results
- Handled customer complaints for the management team, making sure that every client left delighted with the experience
- Conducted new hire training classes as well as daily coaching to existing employees
- Professional IDA Certified premium full-service daily driver, exotic & luxury car coating, paint correction and detail company
Engineer - Electrical Systems Technician
United States Marine Corps
01.2009 - 01.2014
- Company Overview: Engineer - Electrical Systems Technician
- Handled technical troubleshooting within a military environment, including circuit board failures, on board computer repair for MEP-807,805,803,903 generators as well as UAV's
- Supervised and instructed the troubleshooting, repair, and operated every type of HMMWV, 7-Tons,EBFL's
- Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets
- Responsible for the security, preventative maintenance, and operation of $500,000 worth of military equipment
- Exceeded issue-resolution targets and achieved exemplary supervisor satisfaction, consistently scoring between 95%-100% on all issues (outperforming average of 90%)
- Engineer - Electrical Systems Technician
Data Entry Specialist
United States Postal Service
01.2006 - 01.2009
- Scanned, Entered, and Directed mail parcels throughout the United States
- Maintained a high level of accuracy and speed while performing all operations
- Collaborated daily with over 50 other team members to complete projects on time
Education
Bachelors of Science - Cybersecurity and Information Assurance
Western Governor University
01.2020
Cyber Security Certificate Program -
Colorado State University Online
01.2019
Information Technology Systems Administration -
My Computer Career
01.2016
Skills
- Active Directory
- MS Office 2010-2019
- Windows 7/8/10
- LAN
- WAN
- VMware
- Virtual Box
- CISCO routers & switches
- MS Exchange Server 2010
- MS Exchange Server 2012
- MS Exchange Server 2016
- Windows Server 2003
- Windows Server 2008
- Windows Server 2012
- Windows Server 2016
- Windows Server 2019 Support
- O365 Administration & Support
- Dell Sonic Wall
- Cisco ASA
- Citrix
- VPN
- Remote Desktop
- Group Policy
- Workstation Hardware
- Connectwise
- Anti-Malware
- Anti-Virus
- Mobile Devices
- Backups
- Multifunction Printers
- O365 migration
- Azure
- Mitel Systems
- Avaya Systems
- VOIP
- Workstation Imaging
- Datto Backups
- Veeam Backups
- Shadow Protect Backups
- Fortinet Fortigate firewalls
- Netrwix
- Jamf Pro
- Apple Business Manager
- SCCM
- Rapid 7
- Service Now
- Jira
- Confluence
Certification
- Colorado State University Certificate in Cyber Security
- Microsoft MS-100: Microsoft 365 Identity and Services
- Microsoft Networking Fundamentals
- MTA-Mobility & Device Fundamentals
- MTA Windows Server Administration Fundamentals
- CompTIA A+
- CompTIA Mobility+
- CompTIA Server+
- ITIL Foundation
- CIW Site Development Associate
- TestOut Network Pro Certification
- Information Systems Management & Architecture
- 20703-1 Administering System Center Configuration Manager
Accomplishments
- Received 'outstanding' ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills and technical problem-solving
- Awarded 'Top Ticket Closer' for the last 9 consecutive months
- Lead Service Team to exceed company performance expectations 12 consecutive months
- Awarded Certificate of Recognition for the last 2 years
- Managed 30+ technical mission-critical problems daily and consistently met high service standards
Secret Clearance
True
Military Veteran
True
Timeline
End User Computing Administrator / Senior Support Engineer
The Friedkin Group
08.2020 - Current
Information Security Officer / Advanced Support Engineer
Chrysalis
02.2020 - 08.2020
Support Engineer II | Service Desk Technician
Aldridge, Inc.
10.2016 - 02.2020
Master Detailer
A-Team Detail
01.2014 - 01.2016
Engineer - Electrical Systems Technician
United States Marine Corps
01.2009 - 01.2014
Data Entry Specialist
United States Postal Service
01.2006 - 01.2009
Bachelors of Science - Cybersecurity and Information Assurance
Western Governor University
Cyber Security Certificate Program -
Colorado State University Online
Information Technology Systems Administration -
My Computer Career
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