Gary Beaver Email & Phone Number

• 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

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.

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.
• Acted as a resource for other analysts to assist in troubleshooting steps and brainstorming.
• Assisted in training new Tier 1/2/3 employees.

• 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.

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