Senior System Engineer

• Apr 2021 - Present

Endpoint Engineering Consultant - Global Windows GPO - Endpoint Infrastructure Client Services

• Jul 2014 - Oct 2020

- Provided outstanding 3rd level global planning, administration, and support for all GPOs in the Windows Enterprise desktop environment for over 60 countries. - Directed and supported continental and regional teams across the global estate managing over 8000 objects and 350,000 nodes and servers including Windows OS, Active Directory, Citrix, and VDI environments. - Supported Windows desktop and linked technologies including Windows OS, native Windows management features, PC hardware… Show more - Provided outstanding 3rd level global planning, administration, and support for all GPOs in the Windows Enterprise desktop environment for over 60 countries. - Directed and supported continental and regional teams across the global estate managing over 8000 objects and 350,000 nodes and servers including Windows OS, Active Directory, Citrix, and VDI environments. - Supported Windows desktop and linked technologies including Windows OS, native Windows management features, PC hardware, desktop builds, Windows application management, software licensing, and asset management. - Proactively identified and executed on continuous improvement opportunities for global GPO processes and workflows. - Communicated complex issues concisely, suitable for all levels across the group with formality and ability to interact with and coach senior executives, reducing escalations, incidents, and departmental errors by up to 20%.

Desktop Infrastructure Senior Analyst - North America Windows GPO - Infrastructure Client Services

• Jul 2012 - Jun 2014

- Provided outstanding 3rd level support, coordination, and resolution for all GPO and desktop infrastructure related requirements for the North American region. (U.S., Bahamas, Bermuda, Cayman Islands) - Coordinated and managed infrastructure changes for regions which included base build, task sequences, login user scripts, GPOs, and other necessary tools, reducing hardware transition times from 3 months to 2 months and increasing virtualization ratios by 15%. - Proactively identified… Show more - Provided outstanding 3rd level support, coordination, and resolution for all GPO and desktop infrastructure related requirements for the North American region. (U.S., Bahamas, Bermuda, Cayman Islands) - Coordinated and managed infrastructure changes for regions which included base build, task sequences, login user scripts, GPOs, and other necessary tools, reducing hardware transition times from 3 months to 2 months and increasing virtualization ratios by 15%. - Proactively identified and executed on continuous improvement opportunities for North American GPO processes and workflows - Lead point of contact and approver for hardware purchases, queries, and issues for US region, enforcing global hardware specifications and standards for desktop, laptop, peripherals, etc.

Desktop Infrastructure Senior Analyst - NA Release Management - Infrastructure Client Services

• Jan 2011 - Jul 2012

- Managed software distribution and releases of all group standard, 3rd party, and in-house developed applications through SCCM for North American regions. (U.S., Bahamas, and Cayman Islands) - Performed project management of large-scale releases; worked directly with software owners to ensure adequate cross-testing of applications was completed, increasing launch success by 10% and achieving uprate (no outages) up to 98.6% for the North American regions. - Provided day-to-day testing… Show more - Managed software distribution and releases of all group standard, 3rd party, and in-house developed applications through SCCM for North American regions. (U.S., Bahamas, and Cayman Islands) - Performed project management of large-scale releases; worked directly with software owners to ensure adequate cross-testing of applications was completed, increasing launch success by 10% and achieving uprate (no outages) up to 98.6% for the North American regions. - Provided day-to-day testing, scheduling and distribution of software release packages for US managed Windows desktop community and Windows OS Patching. - Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.

Communications and Systems Analyst - Desktop Systems Services Midwest Site Support

• Mar 2009 - Dec 2010

- Provided outstanding Tier 2 and Tier 3 desktop, mobile, and server support for over 4000 onsite and remote customers in the Chicago-land area, driving customer service excellence with prompt and efficient solutions. - Acted as technical liaison between DSS Midwest Support and other company entities and vendors that identified incident trends, root-cause analyses, and participated in the resolution phase of various desktop and software issues. - Established Active Directory and SMS… Show more - Provided outstanding Tier 2 and Tier 3 desktop, mobile, and server support for over 4000 onsite and remote customers in the Chicago-land area, driving customer service excellence with prompt and efficient solutions. - Acted as technical liaison between DSS Midwest Support and other company entities and vendors that identified incident trends, root-cause analyses, and participated in the resolution phase of various desktop and software issues. - Established Active Directory and SMS support for over 1000 customers including access rights, drive mappings, group nesting, and distribution points, increasing First Call Resolution by 10% - Helped streamline repair processes and update procedures for support action consistency increasing efficiency by up to 15%.

Communications and Systems Analyst - Desktop Systems Services Branch Support Services

• Mar 2006 - Mar 2009

- Provided outstanding Tier 2 and Tier 3 remote desktop and server support for over 500 retail bank branches and 1400 consumer lending branches nationwide, driving customer service excellence with prompt and efficient solutions. - Managed and lead new market office builds and relocations for consumer lending branch installations which included data, voice, servers, ATMs, desktop, and print services. - Acted as technical liaison between DSS Branch Services and other company entities and… Show more - Provided outstanding Tier 2 and Tier 3 remote desktop and server support for over 500 retail bank branches and 1400 consumer lending branches nationwide, driving customer service excellence with prompt and efficient solutions. - Managed and lead new market office builds and relocations for consumer lending branch installations which included data, voice, servers, ATMs, desktop, and print services. - Acted as technical liaison between DSS Branch Services and other company entities and vendors that identified incident trends, root-cause analyses, and participated in the resolution phase of various backend issues.