Andre Joseph Email & Phone Number

New York, Ny, Us

New York, Ny, Us

San Francisco, Ca, Us

With an appreciation for the highly regulated banking industry, I Introduced a structured set of best practices for managing the bank’s fleet of 12,000+ Windows workstations. I quickly improved Workplace Technology’s relationship with End User Services by comprehensively resolving long-standing issues. I also provided decisive technical leadership and direction to FTE staff on both coasts and offshore vendor resources. Some notable contributions:• Eliminated “broken Software Center” calls/tickets to Service Desk by implementing an automated remediation solution for unhealthy Microsoft Endpoint Configuration Manager (aka SCCM) clients.• Implemented robust Google Chrome browser update strategy, fully satisfying Vulnerability Management requirements and raising monthly “Security Scorecard” to an A rating for workstations.• Improved application package request turnaround time through close oversight of offshore packaging team, ensuring strict adherence to best practices and removing roadblocks to success.• Automated Active Directory computer account clean-up/maintenance processes using six different PowerShell scripts running as scheduled tasks from automation server, ensuring inactive/non-compliant workstations were disabled while providing clear reporting and transparency to Information Security and End User Services.• Identified and repaired misconfigured BitLocker Management component of MECM, improving compliance and allowing for accurate reporting of drive encryption status on physical desktops/laptops.

New York, Ny, Us

Moving from lead engineer to manager of Scholastic's desktop engineering team, I looked to solidify the team's role as the primary source for end user device management, security, and experience improvements. By leveraging a variety of integrated systems and automation/scripting, my team of three efficiently manages 5,000+ workstations. Team accomplishments to date are listed below.• Achieved high levels of end user device security with minimal impact to device performance/business applications, plus consistent compliance metric reporting to C-Suite.• Removed local administrator rights from 2,000+ workstations/users, leveraging BeyondTrust’s Endpoint Privilege Management solution for policy-based elevation and auditing of administrative tasks.• Mitigated third-party application risks through automated third-party patching tools and mass removal of unsupported/unused software.• Replaced legacy antivirus systems with unified next gen endpoint protection throughout Scholastic’s entire global infrastructure.• Encrypted Windows and macOS workstations with native tech and minimal impact to users and support staff.• Decreased energy costs and carbon footprint through intelligent workstation power management policies.• Minimized hardware refresh expenditures by analyzing aggregate workstation performance metrics to determine where cheaper RAM/SSD—or no upgrades at all—would suffice.• Developed strategy for Virtual Desktop Infrastructure/Desktop as a Service to cut costs on physical desktop procurement while converting end-of-life desktops into thin clients.• Deployed Okta desktop single sign-on (SSO) and multi-factor authentication (MFA) technologies to improve user experience and account security.• Migrated all users to Microsoft Teams from legacy Skype for Business.• Implemented Nexthink platform to monitor end user device experience and proactively respond to issues.

New York, Ny, Us

As Scholastic's lead desktop systems engineer, I guided or executed all technical activities for the Desktop Engineering team. Major projects included the company-wide phased rollout of Windows 10, seamless deployment of new Microsoft Office versions, and a full re-design of the existing Microsoft SCCM infrastructure. Noteworthy accomplishments are listed below.• Built and maintained an up-to-date inventory of all workstation assets by making ServiceNow’s Asset DB and CMDB a single source of truth for their location, status, user assignment, financial information, etc.• Reduced unmanaged workstation clients from over 20% to well under 1% through automated removal of stale computer accounts, unobtrusive repair of active systems, and improved network discovery.• Revamped and expanded crumbling SCCM infrastructure, enabling 24/7 content distribution of software updates, applications, operating systems, etc. without flooding low-bandwidth WAN links.• Operationalized monthly software updates for all workstations with minimal impact to user productivity, bringing overall compliance to 95% or better.• Implemented Internet-based client management architecture with existing configuration management products, greatly increasing visibility and compliance for systems that rarely connect to corporate Intranet.

Us

In my final role at WebMD, I provided strong leadership and direction to a diverse team of support techs and engineers located throughout the US and in London. I transformed this team from a depleted and unmotivated group of 9 desktop support techs into an efficient, revitalized engineering and support team of 14. My day-to-day activities consisted of simultaneous management of long- and short-term projects to their successful completion. I empowered my tech leads to manage all day-to-day support duties at their respective sites. This provided me with the necessary time and space to deliver on numerous projects and initiatives.Notable Accomplishments (see Projects for additional examples):• Hardened endpoint and systems security through numerous independent and company-mandated initiatives.• Orchestrated the relocation of 500+ workstations, associated peripherals, and network printers/MFPs to new HQ in a single weekend, ensuring a smooth transition for affected employees.• Averted staffing crisis by hiring 5 high-performing support techs after only 3 months in the Supervisor role, completely halting turnover for nearly a year.• Managed company-wide deployment of business-critical applications to 2,000+ Windows and Mac workstations such as Office 2016, WebEx Productivity Tools, and new VPN clients.• Created and staffed department’s first ever Desktop Engineer position dedicated to process automation, self-service, workstation management, application deployment, Zendesk service desk platform development & customization, and workstation security operations & monitoring.• Maintained high level of customer satisfaction across 1800+ employees and contractors by directing lead techs to fully address all dissatisfied ticket ratings, often prompting users to reverse their poor satisfaction ratings.• Institutionalized new methodology for technology purchases based on the fundamentals of inventory theory and supply-chain management to minimize depreciation.

Us

In this role I managed the local Desktop Services team at the company's headquarters consisting of 3 direct reports. I directed daily support activities of local techs and assisted with calls, walk-ups, and tickets as required. I was also responsible for the majority of desktop engineering initiatives.Notable Accomplishments:• Architected “Lite Touch” operating system deployment infrastructure utilizing Microsoft’s Deployment Toolkit (MDT) in conjunction with DFS-N, DFS-R, PowerShell Automation, and the User State Migration Tool (USMT).• Leveraged SCCM to deploy core business applications, remediate non-compliant workstations, manage and deploy software/security updates via automated processes, generate software installation reports at the request of senior management, reclaim unused enterprise software licenses via software metering, and improve asset intelligence for 1,800 Windows clients.• Assumed leading role in the implementation and company-wide release of Zendesk service desk platform, greatly improving the user experience when submitting a wide variety of support requests.• Performed technology onboarding for newly-acquired company in Durham, NC in a single day, ensuring ~15 employees were comfortable with new WebMD corporate technology and systems.

Us

In my first role at WebMD, I performed Level I-III phone support, desktop support, and systems administration for 1000+ users located at the NYC company HQ, satellite office, branch offices, and in the field.Notable Accomplishments:• Demonstrated leadership and program management skills in secondary role as Mobile Device Program Manager, responsible for all day-to-day aspects of company’s mobile device program. • Entrusted with company-wide print fleet management responsibilities after successful deployment of 17 network printers and MFP devices in time for grand opening of 400-employee NYC satellite office.

New York, Ny, Us

• Managed IT systems for architecture, media, entertainment, and financial services firms.• Monitored client networks via remote monitoring software and responded to critical alerts.• Liaised with client ISPs to identify and reconcile Internet service outages and performance issues.• Maintained healthy client relationships through professional verbal and written communication.

New York, New York, Us

• Performed Level I-III phone/remote support tasks for large international law firm.• Followed detailed escalation procedures to quickly mitigate network and system outages.

New York, Ny, Us

Zurich, Ch

Ann Arbor, Michigan, Us

Brooklyn, New York, Us