Solutions Architect specializing in Servant Leadership in the IOC space

Increase customer satisfaction by promptly resolving end-user issues. Analyze value by driving the adoption of EUC technology investments. Oversee continuous improvement opportunities in end-user computing experience. Communicate with senior IT leadership to address problems and manage incident calls. Deliver effective guidance to all team members, while building a growth-focused and transformative IT environment. Develop hardware and client software roadmap that will facilitate a productive workforce in coordination with an external partner. Improve company performance through the integration of new technologies and features related to desktop management. Create current documentation relating to areas of responsibility. Render expert services to a wide range of people – leadership, peers, vendors, staff members including program leadership, and others, while ensuring strict adherence to established configuration and change management policies.• Directed rollout of Unified Endpoint Management (UEM) Workspace One platform to Enterprise in a timely manner.• Supervised a team of end-user support specialists providing business hours and relevant off-hours support/availability.• Met customer and business requirements by building long-lasting working relationships and prioritizing key initiatives.• Established a solution roadmap, product catalog, and vision for end-user computing technologies and procedures.• Oversaw the end-user computing support team operations to achieve defined SLAs and defined customer prospects.• Created awareness of changing IT trends and regulations which might impact the company and develop strategies that will mitigate any incoming risks and/or take advantage of any future benefits.

Orchestrated Office 365 and Enterprise Mobility and Security architecture and deployment across the enterprise. Founded and led an IT change leadership team; awarded individual contributors who demonstrate change leadership characteristics to senior leadership. Advised management and HR to facilitate in developing initiatives that improve morale and retention. Implemented Azure Active Directory, including federation and synchronization with on-premises Active Directory.• Directed and motivated Automated Uninstall initiative utilizing Configuration Manager 2012 and Orchestrator 2012 that has saved over $2 million in software licenses.• Developed and promoted configuration manager environments, including three management points and more than 40 distribution points in the 2012/CB architecture.• Ensured smooth running of IT operations 2016 goal to automate and eliminate 6000+ hours of FTE jobs and tasks; developed roadshow presentations leading a cross-functional team to solicit.• Led Configuration Manager 2012 migration; designing and architecting the infrastructure by combining two separate Configuration Manager 2007 into one flattened hierarchy; managing support teams’ tasks.• Executed Orchestrator 2012 along with the running of a tracking system that is currently averaging approximately 200 hours of employee time-savings per week. Also, authored 500+ runbooks spanning dozens of systems and workflows.

• Founding member responsible for developing monthly meeting topics and agenda. Schedule relevant technical speakers and corporate sponsors. Lead bi-weekly steering committee meeting. Responsible for user group communications and notifications.

Processed requirements delivered by functional analysts into architecture for that specific solution, additionally identified the right technology for the problem. Served as a North American lead for electronic software distribution and patch management teams. Led and advised all North American teams in infrastructure designs and issue management. Revised and improved existing SCCM infrastructure to support the scoped purposes of the platform as per contract terms. Supported technical presales of Windows 7 Deployment Solutions and SCCM migrations. Offered efficient technical support in areas of expertise to accounts and other personnel.• Steered deliberate contributions for all desktop management service offerings to new client environments.• Charged with Image Management including creating, updating, tracking, and deploying desktop images via skillful use of Microsoft SCCM and MDT.• Streamlined SCCM operations including reporting, preparation of advertisements for deployments, and tracking of all software distribution functions using SCCM.

Administered and finalized a project for application virtualization roll-out, including infrastructure design, application sequencing, leading technology team, and developing user documentation. Accountable for Windows infrastructure utilizing Active Directory and Group Policy Objects. Extensive scripting for various administration, including GPO startup scripts, Active Directory administration, and SCCM packages, utilizing batch, VBScript, PowerShell, and kix32. Worked closely with business lines and other technology groups to develop standards and discovered targeted data structures.• Project lead for in-place Configuration Manager 2007 upgrade; designed software update structure, along with Active Directory-based installations for all applications. Coordinated entire effort while avoiding any downtime.• Drove project for data entitlements restructuring. This entailed implementing a new DFS structure, Active Directory standard, VBScript startup scripts, and Access Based Enumeration.• In charge of application packaging and MSI creation utilizing WISE Package Studio 7.0. Additionally, helped develop hardening standards for policies and procedures that are currently in place.

Organized SMS 2003 environment and architecture for multiple SMS sites. Created application packaging and MSI utilizing WISE Package Studio 6.0. Managed access lists for Windows and OnTap File Servers. Rendered expertise as a Telecom Administrator for HiPath 4000 switch and Xpressions Voicemail. Established and maintained technical documentation.• Administered Windows Infrastructure utilizing Active Directory and more than 30 servers, including two domains with multiple domain controllers.• Spearheaded hotfix pushes to 500+ clients and 20+ servers in the domain, utilizing ADSI, WSUS, SMS, and VBScript.• Ensured proactive involvement in a Windows Infrastructure setup at a new site, which included server and client setups and rollouts, domain controller addition and replication, and racking, wiring and installation of a data center.

• Manage application testing for an XP SP2 upgrade with 1400+ workstations and 275+ applications.• Assist with scripting for application packaging utilizing WISE Package Studio.• SMS packaging and installation in a testing environment.• Responsible for creating and maintaining technical installation documentation.

• Active Directory administration with group/user/computer creation and management, SMS application assignments, and GPO assignments.• Administer the daily desktop infrastructure of Windows XP LAN for 500+ employees including Active Directory and command line functions.• HP Openview CMDB Administrator responsible for maintaining and adjusting inventory of PC equipment and network IDs through Openview's CMDB function.• Responsible for 2 IBM hardware rollouts.• Handled all hardware replacements and orders as an IBM Certified Technical Administrator.• Backup Operator utilizing ArcServe.• Investigate complex problems with applications, workstations, servers, and communication between client/server systems.• Responsible for creating and maintaining technical documentation.

• First level support for 6000+ employees utilizing Active Directory for group/user/computer administration.• Helpdesk liaison for the network's migration to an Active Directory infrastructure.• Supported the LAN/WAN with usage of Active Directory, DHCP, AS400 administration, etc. • Provide desktop support and trouble-shooting with Citrix MetaFrame and SMS remote software.• Responsible for creating and maintaining technical documentation.

• Second level support for 500+ employees utilizing a Windows 2000/NT/98/95 environment.• Provide end-user support in the use of desktop hardware, software and other peripherals.• Evaluation of desktop applications and operating systems for compatibility with existing systems.