Andrew Heath Email & Phone Number

San Ramon, California, United States

Operations Management:• Manage team of computer deployment engineers who setup and configure endpoints across a diverse client base. • Manage user and computer deployment, endpoint inventory and field service teams. • Hire, train, develop and support my teams to provide world class IT support to a diverse and rapidly growing client base. • Monitor team time, ticket entries and efficiency. Build, maintain and report KPIs and efficiency metrics to leadership.• Resolve client issues and escalations both technical and personnel related. Technical Process Management:• Develop and maintain a user focused IT strategy for our client’s computer deployments, life-cycle management, and inventory.• Catalog and maintain our clients’ industry-specific IT requirements and unique technology needs in clear and functional documentation.• PowerShell scripting to configure endpoints and silently push settings and policies via remote management tools. • Deploy and update applications across our client base using various forms of automation. • Deploy and manage Microsoft deployment toolkit (MDT) and WDS for imaging computers. • Build and manage images as needed for deployment activities. • Managed the launch of Microsoft Windows 365 virtual PCs into our service stack. Built images, tested workflows, built user facing and support staff documentation. Led staff training. • Work closely with the security and compliance department to ensure endpoints are current on OS patches and application updates.• Manage zero-day security incident patch response activities.• Maintain effective, trained staff of Onsite IT Engineers that efficiently work through proactive and reactive tickets, both onsite and remotely.• Maintain endpoint inventory systems to ensure clients have accurate and up-to-date information to facilitate procurement and compliance needs.

San Francisco Bay Area

Oakland, Ca

· Onsite lead and help desk escalation resource for 3 large clients.· Provide onsite and remote support to users and their infrastructures.· On-board and off-board new users across all IT systems across multiple clients.· Large scale desktop/laptop deployment and planning, leveraging WDS and MDT.· Support organizations of 50-500 users across our 80+ company client base.· Work with ConnectWise ticket software and SolarWinds N-Able RMM.· Microsoft Exchange and O365 administration/migration. Advanced Office support.· Support and troubleshoot Windows and Mac OS across all versions.· Support mixed mobile environments Android, iPhone, iPad, and Windows tablets.· Manage DHCP, DNS, AD, file and print servers.· Support Microsoft Teams, SharePoint and Skype.· VOIP phone system administration. Expert level in ShoreTel administration.· Access and camera system administration and support.· Office, server room moves and network closet clean ups.· Printer repair, deployment and server setup.· Support various line of business apps.· Administration using PowerShell on-prem and in cloud.· Configure and support client VPN, RDS connections.· Hardware repair and replacement: desktops, laptops, and servers. Dell TB16 docks.· Strong network troubleshooting skills from ISP to the user.· Manage, troubleshoot and deploy network equipment and infrastructure.· Configure VLANs, subnets and DHCP.· Deploy, configure, and support POE devices, ip phones, cameras, and APs· Access network resources using SSH, HTTPS, and Serial.· Use CLI to manage network equipment.· Network discovery and documentation.

Campbell

· Router, switch, firewall, and server deployment testing and repair.· Deploy and troubleshoot Aruba, Rukus, and Meraki access point networks.· Design and deploy scalable, highly available networks within budget.· Install and repair structured wiring (CAT6).· Plan and manage structured wiring projects with copper and fiber.· Deliver technical presentations to clients.· Network and rack diagramming and documentation. Experience with Visio.· New user deployments, migrations, and imaging.· Join users to a domain and manage them through active directory.· Interact with users using Freshdesk and Zendesk ticketing systems.· Support remote users with TeamViewer, LogMeIn, and RDP.

Fremont Ca

· Disconnect/reconnect workstations, peripherals, and VoIP phones. · Server and network room cable routing, tracing, labeling, and installation. · Server relocation, racking, and stacking.· Perform onsite work at Cisco, Xilinx, Netapp, Fortinet, Tesla, CreditKarma, Facebook, and Sandisk. · Pre- and post-move inventory of equipment.

San Mateo

· Installation, configuration, and troubleshooting of Windows.· Troubleshoot and repair hardware failures.· Drive cloning, partitioning, and troubleshooting. · Build and stress test custom desktops and gaming PC’s· Build and configure Windows servers. · Install virtual machines in Hyper-V. · Build Intel and third-party RAID arrays.

Atwater, California

Manage branch level accounts payable and receivable operations. Insure all branch operations are ready for month and year end closing.Reduced loss by insuring complete inventory cycle management including buying, receiving and inventory control. Work with corporate office to ensure proper functionality of all IT equipment.Deploy and troubleshoot backup IT systems during power/connectivity loss.Train branch staff on new and current IT systems and procedures.

Manage customer relationships in person over the phone and via email. Source and fulfill special order lumber, plywood, siding, and decking. Work with corporate buyers to ensure stock levels are adequate for the needs of multiple house packages.Send complex cut lumber packages to yard for on time cutting.

Customer service at the sales counter and in various departments. Managed employee IT training and produced training materials.Cleaned, maintained printers and deployed service kits. Chaired weekly employee safety meetings and submitted reports to the corporate office.

Palo Alto, Ca

Maintained and updated a complex book inventory database. Developed an Excel program to streamline the book selection and ordering process.Processed mail room packages and sorted materials.