Mobility Administrator/MDM Engineer Resume

SUMMARY:

High - performing Mobility Administrator with a desire for continuous personal growth.
Successful in exceeding expectations defined by projects and day to day operations.
A self-motivated problem solver with the ability to adapt to new situations.

TECHNICAL SKILLS:

EXPERIENCE:

Mobility Administrator/MDM Engineer

Confidential

Responsibilities:

Provide Tier III support and configuration of VMWare Confidential for the U.S. Confidential .
Maintain emergence of new security policies and configurations defined by Confidential and Confidential using compliance policies and device profiles.
Test and deploy BYOD solutions for domestic and international use.
Supporting 74 international Posts and 2,000+ mobile devices overall, and serve as a Tier III escalation point for the Tier II technicians for domestic devices.
Develop new baselines/strategies for shared devices, GFE and BYOD devices, tablets, Macs, and Windows devices.

Desktop Engineer/MDM Administrative Engineer

Confidential

Responsibilities:

Develop baseline images for OPM end-user machines.
Create and modify application packages for endpoint deployments.
Manage Group Policy for workstation security and user experience.
Developed a baseline image for the Windows 10 OS.
Manage 4,000+ agency mobile devices using IBM MaaS360 MDM.
Developed and implemented a Confidential to mirror that of Confidential and Confidential for agency mobile devices.
Implemented a project to upgrade eligible iOS devices to the latest OS, and update device MDM profile to latest agency approved Confidential .
Updated device inventory by removal of inactive devices.

Desktop Support manager

Confidential

Responsibilities:

Oversee the daily performance of 16 technicians both on and off-site.
Coordinate hardware and software repair processes with outside vendors.
Resolved technical issues for customers in- person, on the phone, and through e-mail when techs are unavailable.
Created employee training materials and procedures to teach office-based customers proper software and hardware best practices.
Trained 9 new employees in effective diagnostic and repair techniques.
Drafted multiple SOP documents to support new applications and tools used in the environment.
Worked with Security Operations to implement new domain polices network-wide.

Tier II Desktop Support

Confidential

Responsibilities:

Diagnosed, installed, configured and repaired computer systems and software.
Installed motherboards, processors, RAM, and graphics cards.
Resolved technical issues for clients in person, on the phone, and through e-mail\chat.
As lead tech, trained 4 new employees in ticket queue management and daily procedures.
Configurations of mobile devices to link to the secure network.
Served as acting manager when supervisor was off-site.

Tier I Phone Support analyst

Confidential

Responsibilities:

Answered incoming calls from users who are reporting new incidents.
Generated incident tickets using Confidential Remedy.
Provided accurate and appropriate information in response to customer inquiries such as status updates on elevated tickets, existing tickets, or general questions.
Resolved account lockout and password reset requests.
Responded to customer emails and generated tickets from the requests or reported issue.
Escalated trouble tickets to the appropriate network management teams for resolution.

Break/Fix Technician

Confidential

Responsibilities:

Diagnosed, installed, configured and repaired computer systems and software. Installed motherboards, processors, RAM, and graphics cards.
Resolved technical issues for clients in person, on the phone, and through e-mail\chat.
As lead tech, trained 4 new employees in ticket queue management and daily procedures.
Configurations of mobile devices to link to the secure network.
Served as acting manager when supervisor was off-site.