SUMMARY

• Strong written communications including the ability to develop engaging communications.
• Experienced with Remedy, Remedy Force, Salesforce, ServiceNow, OneLogin, LanDesk, and Workday)
• Technical support with iOS 10.X, Windows 7, 8, and 10 with MS Office 365
• Imaging with JAMF, MDM (including InTune), Ghost, KACE, Clonezilla, Acronis, Macrium, and Apple DEP
• Knowledge of imaging, cloning, ghosting, backup, and PC transplants within Microsoft and iOS 10.12 and above
• Experienced with Active Directory and Group Policies with Microsoft XP, 7, 8, 10, and iOS 10.12 (Sierra) and above
• Cloud Services (Office 365, data storage, MS SharePoint, etc.)
• Exchange Server support
• Hardware/Software break fix support
• Smartphone configuration/setup
• Used multiple version of Remote Desktop to connect to remote users
• DHCP/DNS/TCP/IP network troubleshooting
• Experience with wireless access and access points (tracking down unknown devices, setting up, and maintaining)
• Virus/Malware troubleshooting/removal
• VPN support
• Experienced with Windows Server 2012 and above
• Enjoy assisting others with anyone on the team or users with anything to help their day be more productive/issue free

TECHNICAL SKILLS

• AirWatch
• Intelligent Hub
• SCCM
• GSuite
• JAMF
• Maas360 MDM
• Kaseya
• MDT
• Beachhead
• OKTA
• Simply Secure
• AltiGen
• Softchoice
• MS Teams
• Lenovo
• ADP
• VM Ware
• Carbon Black
• WebEx
• Citrix
• Salesforce
• HP Connected
• Escrow Live
• Citrix
• Bomgar
• Cloud Endpoint Backup
• HP Autonomy
• Intermedia
• Jabber
• Kaseya
• Leadlander
• ProComm
• Ricoh
• SafeNet
• RSA
• Salesforce
• NetSuite
• Stealth Audit
• SPLA
• Adobe Suite
• Adobe
• Novell
• Remedy
• Clarify
• SAP
• MP2
• LMS
• First Boot AOTS/Remedy
• Data Migration
• MiFi
• Bulk SMS
• AT&T
• Aerohive
• Group Policies
• Acronis
• ONT
• PO

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Engineer

Responsibilities:

• Experienced with supporting multiple Mac platforms in an enterprise environment.
• Experienced in JAMF Pro Administration.
• Experienced in Device Enrollment Plan and Apple Business Manager.
• Custom mac OS Package creation and distribution.
• Asset Management and Inventory.
• Client Updating, Imaging, and Maintenance with Windows and OSX.
• Supported Adobe Creative Suit products with admin account.
• Basic AppleScript and Bash Shell languages.
• MAC interoperability with AD and LDAP.
• Followed and created security practices, implementations, and troubleshooting including 2 factor authentication, virus Identification/removal, and disk encryption.
• Experienced with client and server environments, printing, firewall, and routing technologies.
• Experienced Industry standard networking technologies (LAN/WAN, SMTP, VPN, DNS, DHCP).
• McAfee endpoint protection.
• Created multiple accounts for new hires and installed all required software when staging/imaging laptops (Mac or Windows).
• Tested all older laptops and used them as loaner, intern, and contractor machines.
• Created a better, cheaper, and safer Legal Hold for all company assets.
• Setup JAMF and staged a base image for all MacBook Laptops and was in the process of communication with Apple for the DEP imaging when we were ready for Catalina (when it was tested and ready in our environment for all our users).
• Setup the Apple JAMF account for the APNs and listed the UN and PW in 1Password for the team if it was ever needed.
• Setup JAMF Pro Cloud and staging of Self Service within the licenses with App installs for iOS and OS X.
• Created a testing environment for JAMF Pro/ Casper rollout to all current and future MacBook Pro Laptops within the company.
• Continually looked for ways to improve JAMF within the environment for overall great asset tracking, smooth updates within iOS with plenty of testing before any new software/hardware is deployed, etc.
• Created a new hire orientation to walk through multiple applications they had access to and to be aware of security issues, email spoofing/phishing, and to make sure they keep their company laptop safe/covered/in the trunk IF they have to stop somewhere on the way home/to work.
• Showed examples of different email phishing attempts that were made to others in the company and explained they can question anything suspicious by forwarding it to IT so we could investigate.
• Walked users that were compromised via phone/email phishing to change their VM, Email, Network Password, and other passwords depending on how they were compromised.
• If anyone was compromised or we thought they were on their company computer we would give them a loaner machine and look into their Laptop/Desktop to ensure it was clean and if not work with Cybereason/Bitdefender to find out how/what way it made it through our protections and how to prevent it from happening in the future.
• Provided Macintosh integration support to end users.
• Participated in agile workstyle in collaboration with other Mac Product Team members.
• Documented Mac and iOS support procedures to ensure a smooth and clear understanding for the users.
• Ensured end - to-end customer experience providing a single point of contact.
• Documented and track incidents and requests in provided ticketing software.
• Communicated project deliverables, deadlines, and updates in a timely manner.
• Escalated issues to subject matter experts in a timely manner.
• Supported company-wide IT infrastructure projects such as mac OS refreshes, imaging, and new hardware roll outs.
• Created multiple group packages per team that had different restrictions for deployment.
• Provided customer/technical support for all technology users.
• Configured, install, and maintain Windows Workstation software, PCs, MS-Office, MS-Outlook, and printers.
• Enforced corporate security policy by planning and implementing security measures to safeguard information in computer files against accidental or unauthorized modification, destruction, or disclosure.
• Analyzed information to determine, recommend, and plan layout for computers and peripheral equipment, or modifications to existing equipment and systems.
• Reported and resolved software, hardware, and operations problems.
• Maintained an inventory of all PCs, printers, software, licenses and related equipment in Tracker.
• Maintained workstation operating systems patches, virus updates, efficiency, provided remote support for remote locations.
• Performed application installation, user training and troubleshooting.
• Recommend changes and purchases to replace or upgrade obsolete or inefficient equipment.
• Maintained printers and copiers and coordinates any necessary service calls.
• Installed and configure new workstations.
• Facilitated the business’ needs for ongoing technical support and upgrade protection on selected products by ensuring that maintenance, support and upgrade protection renewals are managed/handled/ordered in advance of their expiration.
• Collected information for budgeting, software compliance, inventory, contract summaries, and cost comparisons.

Confidential

End User Support Specialist

Responsibilities:

• Performed daily system checks on voice, video display server, video teleconferencing, information technology, and other communications systems.
• Performed end-user and desk-side support to mission operations staff, executives, and other operations center staff.
• Used JAMF on all our Apple computers to manage and deploy Apple computers.
• Supported Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio, and Outlook.
• Demonstrated experience supporting customer interactions and troubleshooting experience supporting Active Directory and SCCM.
• Operated, administered, troubleshoot and resolved technical issues relating to outages or daily system operation (secure telephones, video communications systems, video-wall display units, desktop computers and printers, and other ancillary technical equipment and components).
• Systems administration and provisioning of Microsoft Operating Systems, Microsoft Office applications for Fleetmatics users, third-party COTS products (e.g., Adobe, Internet Explorer, JAVA, etc.), Active Directory administration, and other Tier I and II systems administration functions.
• Tracked and managed all problems and issues from identification through resolution, including pro-active inquiries, ticket management, and interfacing and collaborating with Tier II and Tier III technical experts, both Full time Employees and Contractor staff, to troubleshoot and resolve any technical issues.
• Maintaining certifications and continually learning about new technologies, techniques, and procedures to stay abreast of leading technologies and aligning with enterprise-level modernization efforts.

Confidential

Systems Support Desktop Specialist

Responsibilities:

• Resolved a broad range of technical issues in support of customer computer hardware, software, and network.
• Diagnosed, identified, isolated and analyzed problems throughout the environment.
• Installed and configured software.
• Used MS SCCM to centrally managed desktops systems for software deployments, patch management.
• Ran reports for audits and verification of software and hardware.
• Assisted in desktop configuration selection to achieve fit for purpose for end users.
• Troubleshoot any NCR POS issues (printer, pin pad, cables, etc.) at any register for vendors.
• Created, maintained and deployed standard desktop images with MDT.
• Confirmed all mobile devices were updated and checking in with Maas360 MDM.
• Performed moves, adds, changes (MAC) of computers, telecom and users
• Set up and tests a variety of systems and hardware components/peripherals prior to field deployment.
• Analyzed failed systems according to established standard operating procedures.
• Performed repairs and tests of systems that can be repaired in-house.
• Performed preventive and on-demand maintenance on a variety of systems.
• Responsible for ensuring customers’ computer issues are resolved. Escalated issues to other service groups.
• Maintained and updated records and ticket tracking databases.
• Created, updated and maintained documentation and standard operating procedures
• Participated as a member on Internal Project Teams performing a variety of computer related activities, idea sharing and problem resolution.
• Provided support outside of regular duties as needed.
• Alerted management to recurring incidents and patterns of problems.

Confidential

Desktop Support Manager

Responsibilities:

• Coached, counseled, provided feedback, handling disciplinary issues and provided positive recognition within the team and individuals.
• Lead project teams and managed all activities in a project life cycle (initiation planning, executing/controlling, and closing) associated with high visibility projects that are long-term, across one or more lines of business and carry a substantial impact to the relevant businesses.
• Interacted with senior leadership and major stakeholders to establish strategic plans and objectives for programs or projects.
• Consulted with business partners to clarify and define complex project requirements, budgets and business cases, including statements of work.
• Created and delivered presentations on program or project goals and plans, including progress reports.
• Responsible for end-to-end program or project management, demonstrating ownership of the entire process from beginning to end.
• Managed a family or series of projects associated with a specific business strategy to obtain benefits and controls.
• Ensured program/project-related risks are managed according to the Project Management Policy.
• Lead project staff, including training and providing input to performance evaluations.
• Ensured each Technician meet his or her required goals including intraday schedule adherence, attendance, metrics, policy/handbook adherence, conduct and performance.
• Wrote employee performance evaluations, delivered annual merit reviews, updated employee journals daily and performed other administrative tasks as assigned.
• Performed root cause analysis and identifying opportunities for help desk efficiencies.
• Worked with the Recruiting Department in hiring qualified candidates.
• Created a cohesive team environment through consistent management.
• Acted as a point of escalation for my team of technicians and end users.
• Made sure that team/individual assignments are scheduled and completely in a timely manner.
• Documented troubleshooting guides and maintained my team knowledge base.
• Developed long-term strategies and capacity planning to meet future needs with my team.
• Provided Tier2/3 Support for local and remote users via Remote Desktop or Kaseya.
• Available 24x7 on-call situations using company provided cellphone for licensing support.
• Project Management leadership - managed office expansions, relocations, closings, new business, applications and systems.
• Troubleshoot all hardware/software/network issues with Verizon MiFi device issues. I also ordered new/replacement MiFi hotspots, assigned, and monitored all devices to make sure any inactive devices were not lost without being reported, etc.
• Provided advanced troubleshooting of any hardware/software related issues (laptop, desktop, routers, mobile devices, network, etc.).
• Coordinated with other IT Departments, i.e. Network, Telecom, LAN Administration and Datacom for project implementations.
• Implemented, configured, supported, and maintained all mobile iOS/Android company devices.
• Provided customer/technical support for all technology users.
• Configured, install, and maintain Windows Workstation software, PCs, MS-Office, MS-Outlook, and printers.
• Enforced corporate security policy by planning and implementing security measures to safeguard information in computer files against accidental or unauthorized modification, destruction, or disclosure.
• Analyzed information to determine, recommend, and plan layout for computers and peripheral equipment, or modifications to existing equipment and systems.
• Reported and resolved software, hardware, and operations problems.
• Maintained an inventory of all PCs, printers, software, licenses and related equipment in Tracker.
• Maintained workstation operating systems patches, virus updates, efficiency, provided remote support for remote locations.
• Performed application installation, user training and troubleshooting.
• Recommend changes and purchases to replace or upgrade obsolete or inefficient equipment.
• Maintained printers and copiers and coordinates any necessary service calls.
• Installed and configure new workstations.
• Facilitated the business needs for ongoing technical support and upgrade protection on selected products by ensuring that maintenance, support and upgrade protection renewals are managed/handled/ordered in advance of their expiration.
• Identified savings opportunities for renewals, software licensing, and services.
• Managed contracts and relationships to maximize value creation and costs for software licensing, maintenance, and service offerings.
• Collected information for budgeting, software compliance, inventory, contract summaries, and cost comparisons.
• Entered new and maintained information in a database format to address budgeting, software compliance, inventory, contracts, and cost.
• Assists in the development of reporting to address management requirements to obtain information.
• Communicated through email, individual interview, group meetings, and presentations to end users, management, developers, and vendors.