Summary
Overview
Work History
Skills
Accomplishments
Technical Training
References
Education
Work Availability
Timeline
SeniorSoftwareEngineer
WILLIAM D. OWENS

WILLIAM D. OWENS

Summary

Dynamic Senior Technical Analyst with CareFirst BlueCross BlueShield, excelling in advanced troubleshooting and technical support. Proven expertise in Active Directory and VMware, enhancing operational efficiency and user satisfaction. Recognized for exceptional communication skills and a commitment to training, driving team success and minimizing downtime across diverse environments.

Overview

25
25
years of professional experience

Work History

Senior Technical Analyst

CareFirst BlueCross BlueShield
01.2020 - Current
  • Reset end users' VMs and AD accounts through VMware vSphere and Entra AD Admin.
  • Provide remote and onsite desktop support to over 1,600 users in a Windows 11 environment.
  • Migrate contractor AD accounts to FTE accounts, ensuring seamless transitions via Active Directory.
  • Collaborate with Tier 1 techs to provide cross-training on day-to-day support and onboarding processes.
  • Create shared mailboxes and distribution lists via Microsoft Exchange Admin.
  • Use Microsoft Entra AD to manage access for MS 365, authentication methods, and AD.
  • Manage group policies and user accounts via Active Directory.
  • Research, resolve, and respond to tickets via the SMAX Request Portal ticketing system (ServiceNow).
  • Maintain, generate, and validate departmental documentation, SOPs, job aids, and FAQs.
  • Analyze and resolve technical issues remotely and on-site, enhancing service delivery.
  • Evaluate and implement IT systems aligned with business objectives, improving operational efficiency.
  • Provide advanced technical support to resolve complex issues, and minimize system downtime.
  • Develop and execute test plans to ensure the quality and performance of IT systems.
  • Maintain departmental documentation, including SOPs and FAQs, for consistent knowledge sharing.

Senior Desktop Support Engineer

CareFirst BlueCross BlueShield
11.2000 - 01.2020
  • Achieved a high level of ticket closure on the team by maintaining accurate reporting of daily activities for the OneStop ticketing software.
  • Provided Executive desktop support throughout organization.
  • Provided Tier II Desktop support for over 900 users in a Windows 7&10 environment.
  • Resolved internal desktop application and OS issues.
  • Imaged desktops and laptops to deploy into the environment.
  • Reset passwords and unlocked end user domain accounts via Active Directory.
  • Provided both VDI and Desktop support for Windows 7 & 10 operating systems.
  • Resolved VDI and desktop application issues after and before hours that minimized ticket escalations.
  • Improved VDI performance and stability for developers by allocating disk space to their VDI profiles.
  • Entitled end users to VDI App Stacks and Pools using VMware Horizon Admin.
  • Trained end users daily on restart vs disconnect and logoff process in VDI to improve VDI desktop availability.
  • Recomposed VDI Pools after Parent VM's were modified or updated.
  • Provisioned applications and App Stacks using VMware App Volume Manager.
  • Troubleshoot and supported Windows 7/10/11, Office 365 applications (Outlook, Word, Excel, PowerPoint, One Drive, and Teams).
  • Performed break-fix repair, including parts ordering and peripheral installation.
  • Built software packages to deploy after hours using SCCM to minimize downtime of customers' productivity.
  • Provided end-user technical and software support and training.
  • Assisted End Users in solving computer-related and networking issues.
  • Provided basic mobile support for Apple I-devices.
  • Created AD groups associated with App Stacks and entitled end users.

Skills

  • Adobe Acrobat Reader and Pro DC
  • Technical support training
  • Windows 11
  • Microsoft Teams and Office 365
  • MS Exchange and Active Directory
  • Entra Admin AD
  • VMware Horizon and vSphere
  • AppVolume Manager
  • Troubleshooting and problem-solving
  • Desktop software configuration
  • Technical diagnosis and resolution
  • Enterprise LAN management
  • Active Directory user administration
  • Communication skills
  • Customer service expertise
  • SCCM package deployment
  • Network troubleshooting and printer configuration
  • Mobile device management strategies
  • Break/fix hardware support

Accomplishments

  • CareFirst BlueCross BlueShield Building Better Recognition Award, 09/01/23
  • CareFirst BlueCross BlueShield Building Better Recognition Award, 09/01/22
  • CareFirst BlueCross BlueShield Outstanding Work Award for Supporting the Return to Work Initiative, 10/01/22

Technical Training

  • Windows 11 Security
  • Windows 11 Essential Training
  • Windows 11 Administration
  • Microsoft Azure: Active Directory
  • Microsoft Entra ID for Administrators
  • Microsoft Learning: PowerShell Foundations
  • Microsoft SCCM Essentials
  • Microsoft Configuration Manager
  • Learning PowerShell
  • PowerShell 7 Essential Training
  • Network Troubleshooting
  • VMWare VSphere

References

References available upon request.

Education

High School Diploma -

Calvin Coolidge Senior High School
Washington DC

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Senior Technical Analyst

CareFirst BlueCross BlueShield
01.2020 - Current

Senior Desktop Support Engineer

CareFirst BlueCross BlueShield
11.2000 - 01.2020

High School Diploma -

Calvin Coolidge Senior High School

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