Team Leader

• Jul 2022 - Present

OS Platform Engineer

• Aug 2015 - Present

Technical operations lead for P1 and P2 enterprise impacting incidents affecting 100+ end users. Develop OS task sequences, SCCM queries and deployments in role of SCCM engineer. Manage virtual machines (VMs) in environment with 6,000 virtual desktop infrastructures (VDIs) via VMware solutions and VMware horizon client. Resolve tier 3 engineering tickets above tier 1 and tier 2 service desk. Deep dive technical issues with vendors (Microsoft, Oracle, ADP, and others) that impact 16,000 users.Identify issue trends in work performance by teams and leverage tools to automate work and improve process efficiency. Develop detailed Visio workflow and swimlane docs for enterprise impacting projects. Support Mac OS and Mac management via Jamf, covering OS support, image creation, application packaging, and deployment via automation. Utilize CyberArk (elevated credential management), Cisco ISE and AMP (endpoint network security), Apache Directory Studio (AD data management), and ServiceNow (ticket management and hardware inventory). Troubleshoot internally/externally hosted web applications to minimize browser rendering problems and latency due to enterprise network routing/firewalls settings. Monitor local administrators on workstations. Drive encryption and application revision compliance. Show less

Desktop Support Specialist (Contracted through Insight Global)

• Feb 2014 - Aug 2015

Provided end-user desktop support, including hardware delivery and setup, as well as deskside troubleshooting. Repaired HP equipment (laptops, desktops, and servers), reimaged workstations, and supported Windows operating systems. Identified trending issues and worked with higher level engineering teams to capture data from field for use in resolving complex issues.

Technical Assistance Center Specialist (Contracted through Apex Systems)

• Sep 2013 - Feb 2014

Remotely directed/managed contractors and technicians providing technical support for brands, including international and home office locations. Took lead in getting Victoria Secret T1 network back online for location in Herald Square, New York. Remotely directed/managed contractors and technicians providing technical support for brands, including international and home office locations. Took lead in getting Victoria Secret T1 network back online for location in Herald Square, New York.