Service Desk Help

Teddlie Phillips Jr.

Houston, TX *****

Phone 713-***-****

Summary:

Experience as an IT Administrator, Desktop Engineer, and Help Desk Analyst. Expert in troubleshooting, installation, and configuration support for corporate equipment. Portal Assisted in packaging and deployment of applications building corporate PC software/operating system loads all while following published processes and procedures or creating documentation as necessary Facilitated office moves including PCs, phones, port changes, etcetera. Managing the Helpdesk and the Service Desk Ticket queue, Support 15,000 remote and end users worldwide Support and Monitoring Citrix, Max Recall, Hyperion, Blackberry, and Printer Servers Create users account email in AD. Training New User on how navigate the Just Energy environment, Support Polycom Video Systems.

Education & Certification:

AAS Computer Science System Technology

Pursuing Microsoft Azure Administrator Certification

MCP WINDOWS 7

A+ Certification

ITIL experience

linkedin.com/in/teddlie-phillips-0a307032

Professional Experience:

Aegeus inspections Oil and Gas

July 2023 – March 2024

IT Mobile Device Support/Service Desk Administrator 3

Provide Desktop and Software White Glove to Executive, Support Administrators staff Remote users and GCA (Government Users)

Provide support to end-users, addressing hardware and software issues as they relate to MDM solutions.

Provide guidance and assistance to users in configuring and troubleshooting mobile devices.

Manage and maintain the existing Mass360/Intune MDM solution, ensuring it functions optimally.

Troubleshoot Windows 10 and 11 and resolve issues related to Mass360/Intune and provide technical support to end-users.

Utilized SCCM scripting languages like PowerShell and Bash to automate endpoint management tasks.

Maintain detailed records of MDM configurations, issues, and resolutions.

Generate regular reports on MDM performance, compliance, and security.

Deployed software and applications from SCCM.

Deploying and supporting mobile devices to C-Level individuals in the office or remotely

Act as the main liaison to the C-level executive and IT support team.

Support executive level conferences and events at the headquarters location as well as occasional offsite events (i.e. board meetings, shareholder, leadership meetings, etc.)

Cross-Platform Patching: Proficient in patch management for Windows and Linux-based systems, establishing a unified approach to endpoint security.

Act as the triage hub for External Customers and Executive Support Service Desk during non-business hours, also works in close collaboration with supporting IT teams and equipped to engage them through on-call escalations during non-business hours.

Setup new user account in AZURE, Email account in Microsoft 365 Admin Portal, Assign Microsoft E3, F3, Apps for business Basic License and Power Bi License, Adobe License.

Purchasing Microsoft E3, F3, Apps for business Basic License and Power Bi License, Adobe License from our vendor SHI.

Created PowerShell scripts to troubleshoot and repair SCCM components.

Provide Strong customer service orientation.

Configured SCCM to sync with Azure AD for unified endpoint management.

Developed and deployed applications using Microsoft System Center Configuration Manager (SCCM) in a large corporate environment.

Administer, and troubleshoot issues within Azure MS 365 cloud services, and end-user accounts.

Setup and Imaging and Deploying New Laptop for New Hire. Order Mobile Devices iPhone, iPads Samsung Tablet and Phones in the Verizon My Business. Push out software to all Mobiles Devices using Mass360.

Keeping all mobile devices operational. Pulling RAW Reports in Verizon My Business

Troubleshooting All Microsoft Offices 365 issues, Citrix, SAP, AutoCAD, One Drive, Created users Adobe account.

Remote Tools ConnectWise and Kaseya

Troubleshooting VPN, TCP/IP, DNS, DHCP, Ethernet switching, basic routing, 8x8, Printers, Scanner, Teams issues. Setup user MFA account

Facilitate the ordering, receipt, and shipping of computer and mobile devices-related hardware orders.

Maintain accurate counts of IT Equipment stock and ensure minimum quantities are available.

Perform daily monitoring of mobility systems to ensure connectivity and policy compliance. Document steps to resolve common issues related to company owned and company sponsored, employee-owned mobile devices.

Manage and Respond to all Request and ServiceNow Ticketing System.

Push out Software Application to all Computers using Microsoft Intune

Created Shared Mailbox in Microsoft Offices 365 granting users access upon request, granting users access to Teams Chat in Teams Admin

Equipment Disposal / Decommission

Legacy Community Health Center

June 2022 – May 2023

Desktop Support 2

Provide Desktop and Software Support to Administrator staff and remote user, Provide White Glove Support to Executive including e-mail, printing, wireless and wired network connectivity, phones, VPN, application support, etc.

Provide Desktop and Software support for administrators and Remote users.

Provide 2nd level support for Microsoft Server and Active Directory for end users, application, and administration teams. Support and setup Epic Hardware

Involvement in active directory related issues and activities Providing support and assistance to access related issues and activities.

Providing support and troubleshooting on Telephone related issues.

Setup and configure all audio and video in conference rooms.

Troubleshoot and support Network related issues and activities.

Outlook configurations, Email ID, MS Intune, and User ID generation, troubleshooting Outlook related issues.

Support core infrastructure such as Microsoft Exchange, Citrix, VMWare, Nimble storage, Veeam, Office 365, and Azure. Enroll Windows 10 and iOS/iPads OS devices in Intune, Sync Devices to fix connection problems, Setup MDT app for iOS and Android, Add Users to Intune, Setup Microsoft SQL Server ODBC Data Source, Manage Services Desk NOW Que.

Manage the Deployment, Printer, iPads, Project.

Vendor coordination, logging issues and follow up for closures.

Research on unresolved issues and follow up on pending issues.

Involvement in implementing patching related activities.

Installation, troubleshooting, research on client specific applications and software.

Involvement in server building and OS installation.

Involvement in projects based on client requirements.

Involvement in basic storage and back up activities

Involvement in other activities depending on Management and business needs.

Printer and Scanner, Desktop Applications

Image and Deploy you Laptop, Desktop, Rebuild User Symantec Profile

Handheld and Mobile Device Support

End User Account creation and deletion.

VoIP and Telecommunications Support

Provide KM Articles and SOP's

Radiant System / NRG

September 2021 – June 2022

Helpdesk Administrator 1

Provide Helpdesk Support to Administrator Staff and Call Center Staff and Plant Staff

Creation User accounts in Active Directory, Creation shared mailbox in AZURE, creation, security group creation, SAP P2C account creation and reset and reset password, Windows Password reset.

Create user AZURE MFA accounts.

Troubleshooting Office 365 issues, Setup Vendor VPN account, WebEx account creation, Document and log incidents ticket using Service Now tracking tool, maintain support materials: edit, update, and generate support documents for knowledgebase in Share Point Site.

Hands-on experience in Creating/Customizing the applications as per business requirements using PowerShell scripts run through the PowerShell App Deployment Toolkit (PSADT).

Assist user on submit a Request an Onboarding request in SERVICED NOW.

Provide support for Cisco VPN software, Citrix, troubleshoot printer connection issues, Network connectivity issues, iboss, Encryption.

Troubleshooting hardware HP, Lenovo and MAC, HP Printers, Troubleshooting VDI Machine, Avaya, CMS, Mobile Devices, and iPads.

Provide support and resolve problems related to installed computer software.

Deploy software to Users Computers using ALTIRIS 1 and 2

Healix Infusion

January 2020- August 2021

Service Desk Analyst 2

Provide ServiceDesk and Software Support to Administrator Staff, Doctors, and Nurses and Clinical Staff and Pharmacy Staff. Provide White Glove support to Executive,

Remote troubleshooting of PC hardware, PC software, Printers, and related peripheral equipment

Troubleshoot Microsoft Windows operating systems and Microsoft Office applications.

Led the integration of Endpoint Configuration Manager with Microsoft Intune for co-management.

System Administration Tasks, Real-Time Active Directory administration, Create Users AD Accounts and AD and shared Mailbox. Enroll Windows 10 and iOS/iPads OS, devices in Intune, Sync Devices to fix connection problems, Setup MDT app for iOS and Android, Add Users to Intune, Setup Microsoft SQL Server ODBC Data Source create user Email Account in Microsoft Exchange, Setup Offices 365 Account Create Nurses and Pharmacy Staff Training accounts, assisting in maintaining inventory of all equipment, software, and license users.

Phone system support – User setup, phone installation, voicemail setup.

Automated a few complex package creation processes using scripting tools PowerShell and Vb Script to ease the SLA and timely applications deployments.

Setup Hardware Equipment Laptops Desktops, Surface Pro, for Users, Clinical Sites, Pharmacy

Printer Break Fix, Image and re-image Laptops, Desktop and Surface Pro, Run PC Script.

Setup Sophos Security Login to the SOPHOS Console Activate all Policies, Endpoint and BitLocker Security. Network Troubleshooting, Network Wireless IP and DNS, Install and configure Azure VPN and Cisco VPN.

Setup HP Printer/Scanners, Setup Dymo and Zebra Printer, Add Users to the Print Server,

Setup users Phone Extension and Voice Mail and Avaya Console, Activate Users Badge, Activating and,

Create VMWARE Workstation for Memorial HERMAN, Install and Troubleshooting McKesson PP, Install and Configure Citrix, Setup and Configure Accela smart, Epic My chart, Win fuse, Crystal Report setup the OBCD.

Connection, Setup and Configure Ascend Pharmacy setup the OBCD Connection.’

Install and Troubleshoot RMS, Practice Partner, Nursing Calendar, Troubleshooting Offices 2016, Pull

EMR Records, Documenting all Web Tickets into the JIRA Service Desk system, Approval Requests, Remote Tools LOGMEIN, Team VIEW

Southwest Energy

October 2019-December 2019

Windows 10 Migration Technician

Migrate user from Windows 7 to 10

Configure BOS setting for PIXES BOOT Removing and Backup computers from SCCM and Pushing out the Machine Policy from SCCM, ConnectWise Ticketing System

Adding the Hardware into IT Asset Management Provance

Support Microsoft Outlook 2013 and 2016 Excel Add in Setup the printers.

Support TIES, Black ICE, Hyperion Smart View, EiS XL Connect, Set up Oracle Database Connection

XTO Energy (A subsidiary of ExxonMobil)

February 2019 – September 2019

IT Support Analyst 2

Provide Helpdesk and IT Support to Internal and External Users, Support XTO and XOM Domains

Setup New Computer for User, Image and Reimage Dell Laptop and Desktop, Surface Pro

Create and Support Smart Cards and Virtual Cards, Setup user Open Invoice Account

Horizon, Setup VDI, Configure and Deploy and reset VDI and Azure, Enroll Windows 10 and iOS/iPads OS devices in Intune, Sync Devices to fix connection problems, Setup MDT app for iOS and Android, Add Users to Intune, Setup Microsoft SQL Server ODBC Data Source

VMware Setup User Email on Mobile Device, iPhone, iPad, Android, Register All Mobile Devices through

Air Watch, Support Excel add-on, Setup and Troubleshooting Lotus Notes, Submit Security Request and Automation, E-maintenance in IT Console, ITSM, FOOTPRINTS, Support Oil WELLS Application CAT OIL and GAS, Petra, Aries, WELL Sight

Support CITRIX, UPSTREM ACCTS CITRIX APPLICATION, v-App, Support Bit9 Whitelist, Bit Locker,

Configure Network Printer Setup Scan to Email, Setup Follow Me Print, Support Cisco AnyConnect Setup Users account EFT and RSD exception Accounts, SAP account, Support HP Printer, Following me printers, Support Wireless, Cisco switches.

SCI

July 2018 –January 2019

Desktop Engineer

Provide L3 Support Desktop for Corporate and Remote User

Provide Desktop support to end-users, addressing hardware and software issues as they relate to MDM solutions. Provide guidance and assistance to users in configuring and troubleshooting mobile Devices Manage and maintain the existing AirWatch MDM solution, ensuring it functions optimally Troubleshoot and resolve issues related to AirWatch and provide technical support to end-users. Manage and maintain the existing AirWatch MDM solution, ensuring it functions optimally. Troubleshoot and resolve issues related to AirWatch and provide technical support to end-users.

Maintain detailed records of MDM configurations, issues, and resolutions.

Developed scripts with PowerShell to automate the management of SCCM components such as collections, packages, boundary groups, and software updates.

Generate regular reports on MDM performance, compliance, and security.

Setup New Computer for User, Image and Reimage HP Laptop and Desktop, Surface Pro

Create application packages in SCCM, Create Driver Package, Create a Collection

Deploy Microsoft update in SCCM, Support Microsoft Client, Install and Configures Computer Hardware,

VMware Horizon Setup VDI, Configure and Deploy and reset VDI.

Setup User Email on Mobile Device, iPhone, iPad, Android, Register All Mobile Devices through Mobile Iron

Push out Mobile IRON and Company Application through Mobile IRON, Install and Configure VPN and Fax’s Launcher.

Setup and configure all audio and video in conference rooms.

Configure Network Printer Setup Scan to Email, Install and Configure CISCO Soft Phone, Setup User Cisco IP Phone.

Troubleshooting Network Issue, Support BitLocker, McAfee, Crow strike, Support Windows 7, 10, and Windows Store, Using PowerShell for Script, Support the Beacon App, Support HMIS, Install, configure and maintain Local Area Network and Wide Area Network and Wireless Infrastructure, Cisco router, switches and access point.

Just Energy

March 2016 – June 2018

System Administrator (Contactor):

Provide Support ServiceDesk support for Corporate and Remote User Maintains operating system administrator software.

Monitors and maintains system Servers.

Installs and Test application software in production Environment.

Setup New Hire account in Active Directory and Setup Email Account in Microsoft Exchange and Setup Lync, Support MAC Account and Lync Server, Setup VPN and Wireless account, Setup RSA Secure ID Access, Mapping User Drive, Setup Printers, Setup RSA Security Token

Training New User on how navigate the Just Energy environment, Support Polycom Video Systems

Support Xerox WorkCentre 5335, 5225, Login into Xerox Centre ware, HP Web Jet Admin Web Import, Setup VDI, Configure and Support and Reset VDI

Company Contacts, and Email address, Setup Secure print, Support Company Print Server, YSoft Safe Q, Bloomberg,

Troubleshooting Paper Cut issues, Global Firmware and Software Updates, Install and Support Check Scanner, Local Area

Troubleshooting Network and Wide Area Network and Wireless Infrastructure, Cisco router, switches and access point Image and Reimage Laptop and Desktop, Support and Deploy Microsoft Surface OS Windows 10, Setup users.

Troubleshooting Avaya phone issues, Setup users iPhone Android Devices using Tango, Email with Mobile Iron and I Pads Setup CSR ISIGMA, ERCOT, Create CRM accounts, JBOS and CITRIX, Ordering user ISIGMA and ERCOT Certificates

Trouble Shooting Local Area Network and Wide Area Network, VPN, Wireless Issue

Support over 500 VDI Machines, reset application assign and reassign Users VDI use BOMGAR.

Desktop, Support Window Operating System including Windows 7 and 10, Removing Computer from SCCM 2012 to reimage, Pushing Software Updates and Software packaging in SCCM 2012, Install and support 2008 and 2012 SQL Server, SQL Management Studio Using Remedy Ticketing System for Ticket request and Inventory.

Backup Disaster Recovery, LDAP, ADFS, PKI.

SASOL (Energy and Chemicals Company)

July 2014 – February 2016

System Administrator

Provide Desktop support to end-users, addressing hardware and software issues as they relate to MDM solutions. Provide guidance and assistance to users in configuring and troubleshooting mobile Devices Manage and maintain the existing AirWatch MDM solution, ensuring it functions optimally Troubleshoot and resolve issues related to AirWatch and provide technical support to end-users.

Deploying and supporting mobile devices to C-Level individuals in the office or remotely

Act as the main liaison to the C-level executive and IT support team.

Support executive level conferences and events at the headquarters location as well as occasional offsite events (i.e. board meetings, shareholder, leadership meetings, etc.)

Act as the triage hub for External Customers and Executive Support Service Desk during non-business hours, also works in close collaboration with supporting IT teams and equipped to engage them through on-call escalations during non-business hours.

Manage and maintain the existing AirWatch MDM solution, ensuring it functions optimally.

Troubleshoot and resolve issues related to AirWatch and provide technical support to end-users.

Maintain detailed records of MDM configurations, issues, and resolutions.

Generate regular reports on MDM performance, compliance, and security.

Maintains operating system administrator software.

Monitors and maintains system Servers.

Installs and Test application software in production Environment.

Provide Message Services Support for iPhone, Google Phones, Exchange, Lync, Active Sync, DHCP and Company Policy’s update

Support Citrix, Aspen Suite, Auto Desk Auto CAD, Microsoft Office 2010, Microsoft Lync 2013, Primavera, SAP, LIMS, VPN RSA Soft, Hard and On Demand Tokens, Create User Account in Active Directory, adding user to groups Right Fax Troubleshoot and Diagnose of LAN/WAN connectivity issues, Support Sage, SAP Concur

Use Manage Engine ticking system to record issue resolutions and escalations.

Create Computer Account in Active Directory adding McAfee and Crash Plan to the group.

Moving the computer to the right OU in Active Directory and in McAfee.

Applying McAfee Tags, reset user password in McAfee, Active D and SAP and VPN, setting up user.

Email PSTs Archive Manger in Outlook, setting up users Email on iPhones Android using Air watch, Image and Reimage Desktop and Laptop (Lenovo/HP/Dell), iPhones, Blackberry devices and corporate owned software, and VPN, Lync, Testing Microsoft Patches prior to release to Workstations, setting up user Printers, Mapping user drives, Troubleshooting Network issues. Install and support 2008 and 2012 SQL Server, Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office 2007 and any other authorized desktop applications. Support Video Conference, Lync 2013

Pentair Tyco Flow Control

February 2009 – June2014

Desktop Administrator

Provide L3 Support for Corp and 15,000 remote end users worldwide.

Support and Monitoring Citrix add User to Citrix, AutoCAD and CAD Work, Max Recall, Hyperion,

Blackberry, and Printer Servers Create users account email in AD. Create Computer account, Create Company Mailbox in AD Setup and configure user's office phone voicemail port change, etcetera. Install and support 2008 and 2012 SQL Server, Support over 100 VDI reinstall application on VDI and reassign User VDI Machine, Setup RSA Secure ID Access, RSA Case Management Portal, Setup CISCO VPN,

Support Microsoft Dynamics GP, SAP Concur, Local Area Network and Wide Area Network and Wireless Infrastructure, Cisco router, switches, and access point.

Troubleshoot and Diagnose of LAN/WAN connectivity issues, DHCP and Company Policy’s update.

Use Remedy ticking system to record issue resolutions and escalations.

Monitored and maintained systems backup tapes Support and create CRM account, Microsoft Dynamics call tracking using VEEAM, Create VMware Workstation, Update patched on the VMware ESXi Server

Monitoring the Network through Cisco Meraki. Daily tape backup coordinate secure tapes pickup for Iron Mountain.

Setup users on Scanners Provided troubleshooting, installation, and configuration support for corporate desktops/laptops (Lenovo/HP/Dell), iPhones, Blackberry devices and corporate owned software, and

VPN utilizing standard help desk tools (Blackberry Enterprise Manager and RSA Authentication Manager). Assisted in packaging and deployment of applications building corporate PC software/operating system loads all while following published processes and procedures, or creating documentation as necessary Facilitated office moves including PCs, phones, port changes, etcetera Support Video Conference Polycom System

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