Gary Beaver Email & Phone Number

Shelby, Nc, Us

• AirWatch Administration : • Preforming server upgrades and implementing new server architecture • Performing environment upgrades • Implementing new AirWatch features (RMS and Powershell) • Sunsetting AirWatch services and migration to Intune• Workstation Patching • SCCM • Transitioning to Intune• Intune Management • Building and rollout of iOS/Android device management • Building and rollout of Windows Intune Co-Management • Building and rollout of Autopilot

Charlotte, North Carolina Area

• Provide leadership to the Tier III team and direct the team to provide a high level of service to the business.• Manage all tickets and escalations that are received by the Tier III team.• Act as final point of escalation for the ServiceDesk and oversee any escalations that are sent to other resolver groups.• Work with Infrastructure and resolver groups to on-board services.• Maintain High-Level work streams to keep the projects on track for completion.• Consulting for Senior Management on services and solutions for corporate wide adoption.• Interview new candidates as required for Tier I, II, and III.• Work Tier III escalations as well as managerial duties.

Charlotte, North Carolina Area

Service Desk Analyst Tier 3, June 2015- Current• In charge of procurement and working closely with vendors to meet the needs of customers.• Worked with resolver groups on escalated issues for resolution.• AirWatch Administration: o Adding applications, profiles, devices, users, and organizational groups. o Managing private app update pushes and pushed public apps. o Helped orchestrate AirWatch Administration for Canada acquisition. Which included creating profiles, adding organizational groups, adding applications into app catalog, and testing policies.• Acted as a resource for other analysts to assist in troubleshooting steps and brainstorming.• Assisted in training new Tier 1/2/3 employees.• Worked with VPs on numerous projects to streamline IT processes.• Imaged and configured setups of Oldcastle Materials proprietary Point-of-Sale software during our windows 7 upgrade phase.• Provided desk-side support for Charlotte employees and also completed tours to regional offices to provide desk-side support.Major Incident Manager Role Dec 2015-Current• Handled the resolution of Major Incidents from start to finish. Including things that were handled in house and out of house.• Created the Major Incident process to outline the steps for handling major outages.• Personally supported the Administrative Assistant to the CFO for all technical issues.• Bridged the gap between separate resolver groups to help stay on a focused goal of resolution.

Service Desk Analyst Tier I, June 2014- June 2015• Helped provide 24/7/365 support to 18,000+ employees in over 44 states for 250 various software’s.• Provide support for mobile devices, laptops, desktop, and software implemented by Oldcastle Materials.• Created and modified Standard Operating Procedure documentation used by all analysts and for training purposes.• Maintained and meet SLA’s with Cherwell ticketing system. Utilized Cherwell to route tickets properly and expedite the resolution process with proper documentation.• Helped maintain over 8,000 AirWatch accounts. Assisted in pushing applications and mail profiles to user’s devices. Also, I was the Service desk point of escalation for AirWatch issues and worked with resolver groups.• Re-vamped all AirWatch documentation to reflect the newest version of AirWatch.• Troubleshot Citrix issues including printer, connectivity, server, and software issues.• Helped resolve Cisco Anyconnect issues including authentication, software, and network issues.• Fielded 20-30 calls daily on various issues.• Worked closely with resolver groups to provide a timely solution.• Utilized Shoretel director to manage user VOIP accounts.• Utilized Active Directory to reset passwords, manage memberships, and troubleshoot logon scripts.• Assisted in Migrating all user to Office 365 cloud services.

• Orchestrated a Help Desk environment.• Assisted end users with Software and Hardware issue.Java IssuesBrowser compatibilityPermission privileges• Oversaw training sessions for faculty.