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
ITL Experience
ServiceNow
Familiarity with Intune and SCCM
Technical support training
Windows 11 proficiency
Microsoft Teams
MS Office 365 proficiency
MS Exchange Administration
SCCM Package Deployment
Entra Admin AD knowledge
VMware Horizon Administration
VMware vSphere
Knowledgeable in VDI environments
AppVolume Manager
Experience in Windows endpoint management and software packaging
Excellent communication skills to support end users and work with cross-functional teams
Troubleshooting and problem-solving
Desktop software configuration
Technical problem diagnosis and resolution
Enterprise LAN experience
Active Directory Management
Communication and customer service skills
Knowledge of endpoint security, patching, and vulnerability management
Basic network troubleshooting knowledge
Mobile device management (iOS and Android)
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
· Vulnerability Management
· AI
· AWS
· ServiceNow
· ITSM Foundations Tools
· Windows 11 Security
· Windows 11 Essential Training
· Windows 11 Administration
· Microsoft Azure: Active Directory
· Microsoft Entra ID for Administrators
· Microsoft Intune
· Microsoft PowerShell Foundations
· Microsoft SCCM Essentials
· Microsoft Configuration Manager
· Network Troubleshooting
· VMware Horizon Administration
· VMware vSphere
References
References available upon request.
Education
High School Diploma -
Calvin Coolidge Senior High School
Washington DCWork Availability
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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