Drew Bishop Email & Phone Number

Longmont, Co, Us

Santa Clara, Ca, Us

Sydney, Nsw, Au

● Support customers facing issues with migrations of on-prem software (Jira, Confluence, and Bitbucket) to SaaS offerings● Support customers via SaaS tools such as LaunchDarkly, Splunk, etc.● Document, report, and track bugs within Atlassian products for developer resolution● Serve as client liaison for issues requiring developer investigation● Perform issue reproduction for clients within lab environments● Maintain ticket closure SLAs per metrics such as time to close, closed per day, etc● Perform runbook review and touchpoint meetings with enterprise level customers to ensure a smooth migration path.● Work with Cloud Migration Managers to develop migration paths for customers

Palo Alto, Ca, Us

• Serve as single point of contact for support of VMware vRealize Automation/Orchestrator, vRealize Automation Cloud, VMware Identity Manager, Lifecycle Manager, and vCloud Director with issues ranging from installation, user instruction/training, and product defects.• Serve as support for “severity 1” production-down issues for the products above • Document, report, and track bugs within VMware products for developer resolution• Serve as client liaison for issues requiring developer investigation• Train new support engineers on the products above• Document and train peers on vRealize Automation Cloud• Perform issue reproduction for clients within lab environments• Maintain ticket closure SLAs per metrics such as time to close, closed per day, etc

Palo Alto, Ca, Us

Calgary, Alberta, Ca

• Perform net new builds of infrastructure with a focus on Windows Server, VMWare, and Azure to align with client needs.• Perform migrations and upgrades of various systems (AD upgrades/migrations, O365 migrations, etc)• Travel to client locations to assess need for new projects• Provide guidance to clients on projects to meet business needs and budgets• Serve as escalation point for sysadmins for ad-hoc troubleshooting/SPINs• Assist architects with design for new implementations of various systems• Maintain >80% billable time to meet financial goals

Calgary, Alberta, Ca

•Serve as escalation point for helpdesk and deskside tickets with a focus on Microsoft infrastructure and applications•Act as “server generalist” for Windows Server, enterprise Linux, VMware ESXi and vCloud, and Microsoft server applications (Exchange, SQL, Skype for Business, Active Directory, AAD Connect, etc) •Assist with build and migration of new systems (Office 365 migrations, SAP HANA, new client on-boarding, new server builds, etc)•Provide Office 365 support via access requests and troubleshooting of account provisioning issues•Lead patching team via scheduling, documentation, on-boarding, WSUS/SCCM builds and administration, and execution of patching activities•Serve as on-call escalation point for after-hours issues •Participate in “SPINs” for high impact client outages•Generate RFCs and submit to change management via BMC Remedy and ServiceNow

Calgary, Alberta, Ca

•Provide temporary tier 1/deskside/project support for various clients to fill gaps in staffing.•Perform server support/maintenance and tier 2 troubleshooting forvarious clients with Windows servers, SQL servers, Exchange servers, etc

Calgary, Alberta, Ca

• Provide onsite support for users at office location and various field sites• Provide second level support for Windows 7 systems/applications, enterprise iPhones, printers, network equipment, SCADA systems, and various oil and gas industry applications and hardware• Act as second level support for tickets escalated by the helpdesk• Maintain inventory of hardware assets for issuance to users• Image and update laptops and desktops for new users and as replacements for out of spec machines• Act as “feet on the ground” for various projects (i.e. installation of network hardware, hard drive swaps in domain controllers, troubleshooting of VLANs, installation of hardware at new locations, etc.)• Monitor ticket queue to maintain agreed upon service level agreements

Calgary, Alberta, Ca

• Level one support for Windows XP/7 Systems, VPN, Active Directory, ActiveSync, Blackberry Enterprise, networking (LAN/WAN/Remote VPN sites), RSA SecurID tokens, and hardware such as laptops, desktops, printers, and iOS devices.• Application support for Microsoft Office/Outlook/Internet Explorer/Lync, Citrix Receiver/Gateway, Cisco Systems IP VPN client, IBM iSeries, internally developed web based applications, etc. • Support internal patching done via Symantec Management Agent (Altiris)• Perform remote support via LogMeIn Rescue and RDP sessions• Perform remote maintenance on users’ computers (Removal of unwanted programs/disk cleanup/defragmentation/chkdsk/cfs etc)• Perform remote malware remove both manually and via tools such as Symantec Endpoint Protection, McAfee Endpoint Protection, and Malwarebytes Enterprise• Take inbound calls from employees and attempt level one resolution of issues• Write support tickets to level two support groups via ServiceNow and BMC Remedy v6• Support users via email and self-service tickets • Account creation/deletion for AD/Outlook/RSA in multiple domains including Citrix based • Fulfill additional access requests • Maintain and update internal knowledgebase hosted in Microsoft SharePoint

Armonk, New York, Ny, Us

• Level one support for Windows XP/7 Systems, Mainframes, VPN, Active Directory, Blackberry Enterprise, networking (LAN/WAN), and hardware such as laptops, desktops and printers• Application support for Microsoft Office/Outlook/Internet Explorer/Lync, IBM Lotus Notes, terminal sessions, VPN clients, etc.• Take inbound calls from employees and attempt level one resolution of issues• Write support tickets to level two support groups • Take hotline calls for outages and issues with downstream impact to report to level three support groups• Resolve escalated tickets/issues to maintain service-level agreements• Maintain various ticket queues to ensure proper escalation of issues and fast response times on reported issues• Manage and approve purposed planned outages to ensure proper uptime of business-critical applications

Ogden, Utah, Us

Educating guests on ChromeBooks and Google Services on location - Seasonal contract