Deontae Stevenson

Provide 24/7 white glove support for the Tower Board of Directors and VP staff

Help Desk Analyst 3, Support Lead / Project Support - TOWER FEDERAL CREDIT UNION - Laurel, MD

(2022-08)

Provide 24/7 white glove support for the Tower Board of Directors and VP staff

• Administered user accounts, security groups, and OU structures in a hybrid AD/Entra environment
• Lead MacOS & IOS support.
• Purchase, Image & Deploy Mac & IOS devices.
• Utilized Workspace one to configure deploy and manage IOS devices
• Created and managed IOS compliance policies through AirWatch.
• Create and Maintain group policy kick scripts for Mobile and desktop hardware.
• Utilized Workspace One to Create, Maintain & deploy security policies, configurations policies and DEP enrollment workflows for mobile devices.
• Manage device lifecycle, MFA, SSO, and role-based access in a hybrid AD/Entra environment
• Utilized Workspace One to administrate App Catalog.
• Utilize Fiserv to image & deploy Windows laptops.
• Schedule and perform monthly patching for win2019 following CIS standards.
• Addressing and removing Vulnerabilities & failed patches.
• Integrated MacOS into the Intune
• Document server changes and create CAB meetings,
• Configure SSO policies and AD/Entra integrations
• Tech Lead for MS365 migration
• Field Branch Support

Help Desk Agent 2, Mobile Support - 1901 GROUP LEIDOS - Washington, DC

(2021-06 - 2022-08)

Provide technical support & solutions for the entire SBA agency.

• Image & deploy government-sponsored laptops & IOS Devices.
• Utilize Intune to manage IOS inventory, MDM policies & cell phone policies & data.
• Managed Intune app catalog.
• Provide white glove tech support to administration VPS
• Utilize win2019 to manage SBA user accounts.
• Directly communicate with the SBA administrator to provide on-call Mac support.
• Handle escalated trouble tickets from tier 1 & tier 2 help desk calls.
• Utilizes ServiceNow Ticketing systems to document workflow to provide expedient support.
• Provide insight & counsel on MacBook migration

Help Desk Agent 1 - THE ATLANTIC - Washington, DC

(2019-09 - 2021-01)

Working under the legal department, providing white-glove technical support to 24 members of the legal team, in addition to full support for over 800 in-office & remote employees on Windows & Mac OS, Lansweeper, & Sophos.

• Managed network user accounts & secure network shares in Active Directory/AD Manager.
• Utilize Fresh service ticketing system to track & resolve open trouble tickets.
• Set up hardware, software, & accounts for new hires, & coordinate employee departures.
• Managed Google's Workspace environment.
• Provide hands-on support to executive suite
• Set up & maintained live events & remote conferences.
• Basic PBX telephone troubleshooting & basic VOIP maintenance.
• Employed creative solutions to solve technical issues for both Microsoft & Adobe products

Compliance / Fix Agent - MCCABE WEISBERG & CONWAY - Laurel, MD

(2019-02 - 2019-09)

Oversee the Firm's Compliance Program, functioning as an independent & objective overseer that reviews & evaluates compliance issues/concerns within the organization. Accomplishes compliance by determining accountability; communicating & enforcing values, policies, & procedures; & monitoring onboarding & orientation, training, & communication programs.

• Develop standards to track & monitor vendors.
• Develop compliance financial strategies by estimating forecasting & anticipating requirements & trends.
• Utilized Jira ticketing systems & Outlook to support 55 end users.
• Managed & Troubleshoot network hardware.
• Diagnosed & solved desktop hardware/software faults.
• Repair & configure desktop hard drives & graphics cards.
• Managed computer hardware inventory.
• Utilized LapLink to migrate files from Windows XP & 7 to Windows 10.

Billing Agent / SME - COMCAST CORP - Silver Spring, MD

(2017-12 - 2019-03)

• Utilized CSG (Corrente Services Gateway) to review past, present, & future billing invoices with customers, while explaining & researching any disputes or misapplied payment.
• Processed payments, payment arrangements, & trouble calls.
• Preformed disconnections & created new serviceable addresses.
• Troubleshoot Routers & cable equipment following ITG.
• Dispatch technicians to fix cable lines.
• Promoted to SME agent where they took escalated calls & provided CSG error support for over 200 agents.
• Maintained highly effective ACR metrics for 2 consecutive years.

Administrative Assistant - HOWARD COUNTY DSS - Columbia, MD

(2015-06 - 2017-08)

Involved in the daily operation of the Administration Division.

• Assist the immediate supervisor in the management of the agency's fleet, stockroom, mailroom & record retention program.
• Created & maintained a file system to better organize fleet mileage & maintenance schedules.
• Prepare trouble tickets to track and respond to facility requests.
• Assist IT with tier-one tickets such as system lockouts & outlook set up.
• Utilized active directory to create new user accounts.
• Aided in technology refresh & organized agencies paperless initiative.

Cyber Security - MONTGOMERY COMMUNITY COLLEGE (2019)

LAUREL HIGH SCHOOL (2007 - 2011)