Joe Smith

Investigate and analyze URL, storage, and site reputation requests to ensure compliance with enterprise security policies. Manage proxy configurations, enforce access controls, and resolve email security threats using Proofpoint, Microsoft O365, and Symantec Messaging Gateway.

Resolved and escalated technical issues in alignment with SLA requirements. Documented support processes to improve efficiency and service consistency.

Supported Microsoft Teams environment, including account management via Azure and Teams Admin Center. Troubleshot communication and platform issues for faculty and students in a large-scale educational environment.

Developed client relationships and assessed cybersecurity and compliance needs. Presented Cyber Security packages for sales of security testing and compliance.

Managed desktop imaging and software deployment using SCCM and LANDesk. Maintained system updates, patching, and remediation processes.

Led desktop support team, achieving 97% user satisfaction through service improvements. Managed SLA performance, system upgrades, and process enhancements.

Provided end-user support for hardware, software, and network systems. Managed enterprise antivirus systems and standardized system imaging processes.

Bachelor of Science in Management Information Systems from the University of Memphis, completed in 1999.

Completed ITIL Foundations training.

Completed Zscaler ZIA/ZPA training.

Completed CrowdStrike training.

Completed AI Principles training.

Completed Dale Carnegie Leadership Training.