Raymond Cox

About Raymond Cox

I believe great IT leadership is about empowering people as much as managing technology. I’m driven by the opportunity to lead teams that deliver reliable, user-centered support. In a World of Technology, People Make the Difference.With 15+ years in IT support and leadership, I’ve tackled challenges from asset management to user experience across diverse environments. I’m dedicated to solving complex problems with scalable solutions, empowering teams, and aligning IT operations with business goals.Technical Skills & Tools: Active Directory & Entra, Endpoint Management, Ticketing Systems, Team Leadership, Cross-Functional Collaboration, Training & Knowledge Management, MDM, Customer ServiceHere are a few examples of my work:•,%.•.• %.I am always eager to explore new challenges where I can apply my wealth of experience and passion for others to help them succeed. I also love any opportunity to gain new skills and experiences.I am a graduate of Jackson State University (#THEEiLOVE) and a former member of The Sonic Boom of the South. I am actively involved with the National Alumni Association, my local chapter, and the Sonic Boom Alumni Association. We participate in volunteer work that includes tutoring, college preparation, and raising scholarship funds. Additionally, I played a role in creating a social media platform called SWAC Fans, and I currently support HBCU content creators.When I\'m not working or volunteering, I enjoy spending time with friends and family. I love hanging out with my grilling buddies and going on motorcycle and scooter group rides. I also like staying up-to-date with the latest technology and trends, and I enjoy attending sporting events for Jackson State, the University of Memphis, and the Memphis Grizzlies.I love connecting with new people, especially those who love to travel, have a passion for people, or have insights into the world of technology.

Experience

1. Desktop Support Engineer

   Tata Consultancy Services

   Feb 2025 — Present · Olive Branch, MS, US

   I provide Tier 2 desktop and field support in a regulated healthcare environment, resolving Windows/macOS, VPN, network, printer, and mobile device issues while ensuring users stay productive. I manage the full device lifecycle—from imaging and deployment to break/fix, asset tracking, and legal hold backups—and support software deployments via SCCM/MECM. I also administer user access through Active Directory and Exchange, support onboarding/offboarding, and manage iOS/Android device enrollment through MDM.End-User Support & Troubleshooting• Provide Tier 2 technical support for Windows and macOS systems, VPN, printers, virtual machines, and network connectivity.• Troubleshoot and resolve issues using remote tools (LogMeIn, TeamViewer) and ticketing systems (ServiceNow, Remedy).• Perform root cause analysis, document fixes, and escalate complex issues to engineering teams when required.• Support desktops, laptops, tablets, and iPhones in a fast-paced enterprise environment.Device Lifecycle Management• Image, deploy, and maintain laptops and desktops using standardized build processes.• Perform break/fix repairs, legal hold data backups, and asset recovery.• Manage asset inventory and ensure proper commissioning and decommissioning of devices.• Execute Installations, Moves, Adds, and Changes (IMAC) including hardware, peripherals, and network printers.• Install and troubleshoot software deployments via SCCM/MECM.Identity, Access & Security Administration• Assign Active Directory security groups and manage access for new and existing users.• Support onboarding and offboarding requests in AD and Exchange.• Create and manage email distribution lists.• Enroll and troubleshoot mobile devices (iOS and Android) using MDM solutions.

Education

• Whitehaven High School

  High School

• Jackson State University

  Bachelor of Science (B.S.)