Joseph Bailey Email & Phone Number

Cincinnati, Oh, Us

Miami, Florida, Us

Findlay, Ohio, Us

Seattle, Washington, Us

Mason, Ohio, Us

Mason, Ohio, Us

• Owner of Incident, Request, Change and Escalation processes, ensured a high level of performance in processes, accurate reporting and establishing service improvement activities.• Life cycle of all laptops (HP, Apple), desktops, tablets, and handheld devices – imaging, configuration, administration, asset management, patching, documentation, delivery, and implementation of both hardware and software upgrades. • Responsible for managing operational support in call centers through cross-functional and global partnerships, enabling the business to scale while improving KPI impacting efficiencies while improving overall customer experience.• Defined both long-term strategies and short-term/immediate workforce needs. Researched, recommended and implemented call center technology and process improvements to reduce overall costs.• Cultivated relationships with the Infrastructure and Enterprise Applications teams that improved communication and overall SLA of Level 2/3.• Reviewed performance of team and conducted 1:1 coaching with team leads and front-line employees. Monitored individual performance and delivered timely and constructive feedback to team members.• Appointed IT Service Manager of Enterprise Support Services (Office 365 – PowerBi, SharePoint and CRM) - designing, developing, administering workflow process through software (Microsoft SharePoint).• Lead Technical architect for 6 enterprise projects (2 using Agile methodology) – developed project plans, assignments, met targeted completion dates. • Vendor (VAR) / third-party Management – enabled AtriCure to control costs, drive service excellence, mitigating risks to gain increased value for contract life cycle.

Falls Church, Virginia, Us

Manage 150,000 workstations and 50 servers across the MAJCOM on 14 bases for the 83 NOS Detachment 3. Contributed to mission success with package creation, client configuration and troubleshooting, and SCCM server troubleshooting, and remote customer support.

Provide technical advice in the design, development, modification and debugging of Windows System Hardware and Operating Systems. Develop project plans, work assignments, target dates and other aspects of assigned projects and communicates this information to senior management and the business unit.Work independently designing and developing new Windows System solutions.Perform troubleshooting and problem resolution for Windows Systems.Assist with research into improvement solutions as it relates to the analysis, design, and implementation of new Windows System solutions.Responsible for systems performance and resolution of production incidents.Intelemage's Inteligrid supportMobile device management (Android and iOS) Vender managementCoordinate activities around Windows System design and implementation with users and other IT areas. Adds / Moves / Changes Cisco VOIP (Cisco Unified Communication Manager)Work to increase industry knowledge through daily work responsibilities and available resources. Provide support for specific business applications areas as it relates to the recommendation, installation and networking of new Windows Systems.

• Recommended and implemented security measures for the company (3 corporate sites), including 1,200+ storefront locations• Assist in development of strategic security plan.• Identified and maintained implementation of new anti-crime measures and assisted in ROI evaluation• Performed annual and event driven risk assessments of storefront locations• Managed alarm service provider and other security vendors• Monitored vendor performance and spending. • Liaison between field operations and security vendors for system design modifications• Tracked and analyzed performance of security measures and provided metrics to assist in physical security management decisions• Management reporting and trend analysis• Investigation of robbery/burglary events• Provided security and access control for corporate facilities

• Established and maintained a 4 hour SLA • Independently supported 200+ field users and 250+ local users (3 corporate sites)• Provided desktop imaging• Completed printer installs & repairs• Laptop/desktop build and repair (IBM, Dell, Sony)• Provided application and desktop support