Adam Smith Email & Phone Number

Salt Lake City Metropolitan Area

Provide remote or onsite support for clients in any number of areas, from Help Desk support to senior level server administration.A typical day could range from troubleshooting firewall issues to deploying new laptops to setting up AVDs in Azure.With a focus on working proactively to improve clients’ technology, responsibilities regularly included deploying and setting up servers, firewalls, switches, wireless APs, desktops, applications, mobile devices, software, laptops and cabling.Clients use the direct cell number for requests, as well as email, text, tickets and walk-ups when onsite.Provide support to junior-level admins working in a variety of industries with dozens of different technologies.Being constantly informed of the latest tech available to gain efficiencies for small to mid-size businesses is required, as well as the capability to work with vendors in large scale produciton environments for nation waie clients.

Salt Lake City Metropolitan Area

Singular owner of all IT responsibilities for SWA, including inventory, infrastructure, support, device management, planning and deployment. Daily on-site support provided at the SWA Main Location, which consists of admin offices, call center, sales offices, two warehouses, three dispatch teams and two conference rooms. This site is also the main location for all Plumbers, HVAC Engineers and techs to begin their shift each day; altogether more than 100 employees on-site at any one time. Additionally, three remote offices in two other states were included in all daily IT support considerations. As proprietor of the MDM solution for all field operatives, utilized Verizon MDM, Samsung KNOX, AppleBusiness Manager and IBMMaaS360 to deploy, configure, patch and support company owned or personal iPads, iPhones and Android mobile devices, and associated vendor apps.Upgraded Main Location LAN infrastructure, network appliances, and APs, replacing EOL SonicWall and Dell switches with Cisco Meraki enterprise solutionModernized the IT department in a span of four months in regards to access, presence, knowledge and actual supportCollaborated with department leads to outline and establish the technical process for employee onboarding and offboardingNormalized and documented remote support of field users, relieving the need for physical onsite assistance with mobile devicesWorked with Verizon representative to analyze expenditures on data plans and upgrade solution to affect significant monthly savings across enterprise fleet of android tablets and iPads, plus smart phonesPurchased, installed and configured SolarWinds N-Able as the standard for asset tracking, patching and remote support of PCs and LaptopsPurchased, installed and configured Freshdesk as the standard for ticketing company wide, plus remote support of Androids and iPads

Lead of team supporting 350+ employees in multiple sites across North America for various Windows and Mac technical issues, VPN and network connectivity, Azure\on-prem file share access, and end user support for cloud collaboration apps such as Slack, Zoom, InContact, O365 and Google apps. Owned the IT section of employee on- and off-boarding, from AD user object creation through all IT held platforms, plus assigned hardware. Developed processes with business stakeholders to provide incident triage, support, feedback, improvement requests, and resolve technical issues within a single ticket platform. Installed, configured and supported productivity tools such as MS Dynamics, MS Office, SAP, Confluence and Okta. • Developed and executed the organizational plan to receive, tag, inventory, image and deploy 120 Dell laptops and 20 MACBooks between a local office, a remote office and over twenty remote employees in a span of two months• Established and documented the complete technical process for employee onboarding and offboarding, including training for the rest of the Help Desk team• Executed a disaster recovery plan that transitioned over 150 employees to full time work from home environment within two weeks• Performed an in-place upgrade of 30 local office users from Win7 to Win10 in one month, using existing hardware, transferring all user data and facilitating cost savings• Created and documented the company standard for image creation, development and deployment, plus provided training for the rest of the Help Desk team• Oversaw the patching and updating of Windows systems in a mixed environment of AWS, hosted VMware and on-prem servers

Layton, Utah, United States

Primary administrator for Layton Contact Center which contained two hundred users, six hundred Lenovo desktops and Cisco Desk phones, as well as four HP servers. Provided daily support for video conferences and assisted with training users. Configured and maintained the DC, print and file servers, as well as managed share volumes, capacity and permissions. Handled Extron A\V switching appliance for overhead display of content and digital signage. Assisted with Project Management as new companies were purchased and aided in the integration of these companies and accompanying technology into the existing contact center environment.

Salt Lake City, Utah, United States

Lead IT technician for the Western half of Sun Products, responsible for supporting laptops, desktops and mobile devices of remote Home Sales users, two office locations, a manufacturing plant and several warehouses. Main POC for managing contracts of company owned wireless devices from Sprint, Verizon and AT&T, including troubleshooting installation, availability and connectivity issues. Receive, tag and disperse all IT assets for SLC and work with IT Procurement to manage inventory and purchase IT items according to requirements and specifications of other departments.

Denver, Colorado, United States

Answered 75 or more Help Desk calls per week, prioritize issues then work in a time sensitive manner to resolve all problems and, if necessary, escalate tickets within required time frame. Understand and resolve client problems in several areas: wired/wireless connectivity, remote access, internet access, email availability, including mobile devices, network resources, printers and mapped drives, malware removal, AD add/remove/change, Exchange resource management and general pc tuning/upkeep.