John Wetzler Email & Phone Number

Little Rock, Ar, Us

Pine Bluff, Arkansas, Us

Conway, Arkansas, Us

• Embraced Acxiom’s cloud first modernization initiative; Engineered and implemented MS Intune for all production workloads including Autopilot, Azure AD Join Only, BitLocker, Windows and 3rd party updates.• Implemented a standalone cloud only instance of SCCM hosted in Azure utilizing IaaS.• Replaced legacy MBAM BitLocker management with Intune to improve accessibility and compliance reporting; also removed the need for 2 dedicated on-prem servers.• Maintained and developed Acxiom’s co-managed environment utilizing SCCM and Intune.• Improved user experience for Win10 OS feature updates by utilizing enablement packages which reduced upgrade time to only 10 minutes instead of 1.5 hours for in place feature upgrades.• Instrumental in HITRUST and SOC2 audits and presented requested evidence for user and workstation compliance.• Utilized CrowdStrike to monitor security alerts, create and deploy custom rules and prevention policies.• Ensured 95% endpoint security compliance through OS patches, 3rd party app updates, GPOs, and custom scripts.• Performed SCCM health checks which reclaimed 1TB of storage and removed 235 stale collections.• Supported Win10 OSD and task sequences ensuring compatibility with new hardware and drivers.• Compiled weekly vulnerability report and developed mitigation/remediation solutions based on findings.

• Managed Active Directory forest and Google G Suite domain with 35,000+ objects and integrated resources.• Successfully migrated the CSD Server 2008 domain to 2019, including DCs, DNS, IIS, and Radius servers.• Utilized WSUS and SCCM to deploy Win10 images, software packages, and security & vulnerability updates.• Configured and applied GPOs for users and computers to ensure security compliance.• Planned and migrated VMware vCenter and ESXi hosts from v6.0 to v7.0 through planned phases.• Automated identity management and ADUC tasks by creating VBS and PowerShell scripts.• Administered 1,000+ macOS and iOS devices using FileWave mobile device management software.

Basking Ridge, Nj, Us

• Team Lead for Verizon’s South Central region, provided end to end support for 3,500+ users across four states.• Tier III national support for Thin devices and Citrix VDI environment (On Prem, AWS, and Homebased model).• Repurposed existing servers at 30+ Call Centers to serve as the infrastructure for HP Device Manager, enabling IT support teams to remotely administer and image thin clients.• Automated thin client imaging process, reduced overtime by 40% (implemented enterprise wide).• Facilitated local and national projects, and coordinated change management requests with required teams.• Supported centralized Windows print servers with over 4,500 printers across the enterprise.• Utilized Cisco IOS commands to diagnose and resolve issues with Cisco Catalyst switches and routers.• Facilitated interviews and onboarding training for IT Enrichment interns.• Participated in a 24x7 on call rotation, and attended outage and crisis bridge conferences.• Consistently achieved annual performance rating of “Leading” (highest available) throughout role.

Little Rock, Ar, Us

•Provided onsite and remote support for desktop and network issues for over 4,500 end users at Alltel’s Little Rock Headquarters.•Received and responded to inbound calls, emails, text and instant messages regarding workstation problems, with the goal of resolving the issue during the first contact.•Maintained an average survey satisfaction score of 96% throughout tenure.•Installed, diagnosed, repaired, maintained, and upgraded all PC hardware and software to ensure optimal workstation performance.•Performed Dell and HP warranty repairs, and implemented performance upgrades to workstations, including hard drives, RAM, DVD-ROMs and whole unit PC replacements.•Supported and managed user accounts by using Active Directory, Novell Console One, and Novell Netware Admin.•Provisioned employees mobile email access through Blackberry Enterprise Server Console, and resolved Enterprise Activation and email delivery issues.Installed and supported network printers, and configured scan to email.

Little Rock, Ar, Us

•Provided 3rd tier support for Alltel's 1xRTT/EVDO cellular data network, enterprise email solutions such as Blackberry BES and OfficeSync; and handheld support for Blackberrys, Palm Treos, and Pocket PCs.•Worked closely with the Wireless NOC, MTSO, and RF Engineers to identify cellular data outages, and chronic problem areas for customers.•Guided external System Administrators through the installation of Blackberry Enterprise Server for MS Exchange and Lotus Domino.•Partnered with RIM, Motorola, and Palm to resolve software issues with handhelds and data solutions.•Assisted customers with configuring MS Outlook to connect to their POP3 or IMAP email services.•Provided assistance with installing USB device drivers, and mobile data kits on PCs running Windows 2000, ME, and XP.OfficeSync Corporate Email Solution: •Participated in the test panel to evaluate Alltel’s OfficeSync email solution. •Thoroughly completed test cases and scenarios, and provided detailed feedback with project team.•Continued to test and support product through its production launch.

Little Rock, Ar, Us

•Provided exceptional customer service and technical support for Alltel customers in a Call Center role.•Continually exceeded the required metrics for 9 calls per hour, while also scoring higher than 85% on call quality (based on dialogue and first call resolution).•Utilized Motorola, Lucent, and Nortel switch consoles to resolve issues with inbound/outbound calls, voicemail, call quality, and other cellular features.•Corresponded and resolved customer issues through Alltel's generic Tech Support email account, and also through the Right Now web based forum.Alltel Step by Step website: •Collaborated with Think Inc and Alltel project managers to help design and implement Alltel’s "www.alltelstepbystep.com" site. •Created handset specific instructions detailing how to perform different functions on Alltel's handset lineup, as well as calling features.•Assisted in the layout & sitemap for the web site, to help create the final product.