Phillip Chitpaseuth

• Supervised a team of five technicians as the Lead Technician for IT client services.
• Oversaw IT operations under the Department Technology Officer.
• Participated in interviews and the hiring process of new recruits.
• Utilized the ServiceNow ticketing system for IT service management.
• Administered Active Directory.
• Demonstrated proficiency in PowerShell scripting, Office 365 Apps, SharePoint, and Microsoft Core Azure services.
• Managed Microsoft Exchange (on-premises and cloud services).
• Handled warranty repairs, and engaged with third-party vendor support.
• Executed special projects, including annual tech refreshes and Windows 11 upgrades.
• Developed and implemented automation scripts.
• Provided customer service and guidance to end users.
• Ensured compliance with CJIS and HIPAA security policies under the guidance of the State Security Office.
• Viewed and addressed Rapid7 risk reports by patching and updating systems to reduce their attack surface and CVSS score.
• Administered end-of-life equipment disposal and surplus logistics, minimizing data security risks, and optimizing asset recovery.
• Utilized Microsoft Configuration Manager (MCM) for remote device re-imaging.
• Managed identity and access control using Azure Entra ID, including role-based access control (RBAC), single sign-on (SSO), and multi-factor authentication (MFA) for enterprise applications.
• Installed software applications and peripheral drivers.
• Managed printers and fax setups, including network folder routing for fax services.
• Demonstrated understanding of RDP, VPN, SSL, and VNC in supporting remote end users.
• Provided mobile phone support, including PIN resets.
• Utilized collaborative applications such as Microsoft Teams, OneNote, and Planner.

Promotion

• Supervised the Field Services team, handling supervisory and administrative tasks.
• Conducted interviews and made hiring decisions based on staffing needs.
• Served as a liaison between the servicing company and clients to ensure timely resolution of technical issues and communication of support needs.
• Trained new technicians on standard operating procedures, tools, and troubleshooting techniques.
• Provided performance reports and key metrics to supervisory staff.

Promotion

• Led and coordinated the imaging team in Field Services, oversaw day-to-day operations, assigned tasks, and supported device deployments.

Promotion

• Assisted and guided technicians in resolving complex technical issues, serving as a point of escalation, and ensuring timely resolution.

• Provided remote access support for off-site users via VPN connections and RDP.
• Utilized ServiceNow and Remedy ticketing systems to track, document, and resolve technical issues.
• Demonstrated understanding of priority matrix, knowledge articles, SLA timeframes, and routing.
• Processed warranty repairs and collaborated with third-party vendor support teams.
• Maintained cybersecurity compliance and data classification procedures in alignment with NIST SP 800-53.
• Implemented security best practices to harden endpoints and servers, including regular patching, OS and software updates, and secure configuration of system settings.
• Performed OS imaging and reimaging of desktops and laptops.
• Provided Microsoft Office 365 support and OneDrive setup.
• Installed, configured, and updated software applications and device drivers.
• Referenced the OSI model framework to troubleshoot computing issues.
• Maintained user accounts and information through the administration of Active Directory.
• Secured mobile phones using PKI certificates, firmware updates, factory resets/wipes, and Mobile Device Management.
• Processed, reviewed, and submitted whitelisting requests via the Cisco Integrated Service Engine.