Jonathon Tilma Email & Phone Number

Zeeland, Mi, Us

Plymouth, Michigan, United States

As a End User Device Management (EUDM) Engineer at Adient, I spearhead the customer support experience, leveraging my expertise in Microsoft Endpoint Configuration Manager (MECM/SCCM) to drive operational excellence across the enterprise.Key Responsibilities:• Own end-to-end management of MECM/SCCM infrastructure, ensuring optimal performance and seamless upgrades• Architect and maintain robust deployment strategies for applications, patches, and OS images across diverse hardware environments• Develop and optimize collections, queries, and custom reports to enhance system efficiency and provide actionable insights• Lead troubleshooting efforts for complex technical issues, including SCCM/Azure/MEMCM logging connections, patch compliance, and application deployment• Collaborate with cross-functional teams and third-party vendors to resolve escalated issues within SLA parameters• Design and deliver comprehensive training programs for Service Desk and support teams, improving first-call resolution rates• Establish best practices for image deployment, resulting in a reduction of deployment failures• Spearhead the creation of a knowledge-sharing platform, fostering collaboration and reducing resolution times across the organization• Microsoft Endpoint Configuration Manager (MECM/SCCM)• Azure integration and troubleshooting• OS imaging and deployment• Patch management and compliance• Application packaging and distribution• Performance analysis and optimization• Custom report creation and management• Serve as primary escalation point for high-priority customer issues, maintaining exceptional customer satisfaction ratings• Mentor junior team members, providing technical coaching and fostering a culture of continuous improvement• Participate in peer communities to share knowledge and stay abreast of industry trends• Contribute to the development and refinement of IT policies and procedures, aligning with organizational goals and industry best practices

Hudsonville, Michigan

Provide on-call technical support to staff membersMaintain network infrastructure including Cisco switches, and Ubiquiti wireless access pointsResearch, test and install new hardware and software based on staff needsProvide assistance to staff updating content on the church websiteCreate proposals and recommendations for new equipment upgradesFacilitate vendor installation of new hardware, lighting, and sound system componentsSchedule and train AV volunteers

Grand Rapids, Michigan, United States

-Provide operational and maintenance support of Microsoft Configuration Manager infrastructure, patching, and updates to include troubleshooting issues when they arise.-Manage Windows deployment process to Windows server and workstations via Configuration Manager-Assist with management of Active Directory, GPO creation, and DHCP/DNS-Manage anti-virus/malware detection-Perform scheduling, installing, uninstalling, and updating of software applications and device drivers to workstations-Oversee imaging, updating, app deployment, and virus/malware protection for MacOS devices-Supervise help desk and desktop support services-Mentor team members on the effective use of ticket management system to provide exceptional customer service to end users-Provide Level 2 help desk support with in-depth knowledge of desktop/application troubleshooting-Create new and update existing documentation detailing department/organization procedures and processes.-Meet regularly with team members to understand priorities and share new ideas for enhancing support services to improve customer experience-Develop training materials and professional development opportunities for a variety of user groups both inside and outside of IT

Build, test, and deploy Windows 7 to Windows 10 1809 In-Place Upgrade Task SequenceValidate Windows 10 Enterprise 1809 and 1809 LTSC for Production use on over 40 Dell modelsDevelop documentation for Service Desk, Local IT, and Operations teamTroubleshoot and support imaging task sequences for over 20 languagesCommunicate changes to imaging and patching to a global audienceDocument changes to imaging and patching via Change Management processesValidate upgrades to SCCM and 1E Nomad InfrastructureCreate compliance rules and configuration baselines to ensure device complianceTest and validate new hardware modelsCreate and modify Group Policies to enhance device security and provide services to end usersResponsible for delivery, support and performance utilizing SCCM Current Branch for software and operating system deploymentsCoordinate Mass Rollouts to a global audience consisting of 45,000 computers and monitor successWork with Regional Business Operation staff to facilitate the smooth transition of projects and strategies to operations including documentation and troubleshooting stepsAct as a technical escalation point for critical issues affecting production hardwareWork with regional staff, global staff and regional services support organization to ensure operational availability of all EUDM ServicesManage projects through to completion including timely, effective communication and stakeholder inputIdentify recurring and potential problems and develop cost effective solutionsParticipate in operational meetings to identify problems, solutions and drive strategic alignmentConsistently improve performance and reliability of EUDM ServicesIdentify cost-saving opportunitiesProvide 3rd Level Software Support to Local and Plant IT for Enterprise Applications

Grand Rapids, Michigan

Provide phone, in person, and remote technical support to staff and studentsMaintain accurate inventory of district technology fixed assets using WebHelpDeskManage district technology support ticketing system using WebHelpDeskOversee and assist with interviewing interns as part of the district's technology intern programDevelop training materials and documentation for new and existing staff membersPrepare and deploy district MacOS High Sierra image and supporting MacOS applications

Grand Rapids, Michigan

Provide in person technical support to district staff and studentsSupervise interns hired as part of the district’s technology intern programProvide network and hardware training for new and existing staff membersMaintain network infrastructure including switches, patch panels, and network dropsInstall and update new hardware and software