Josh Browne Email and Phone Number

Provide 2nd level operational support to Identify, Respond, Troubleshoot, and Remediate End Users IT related tickets for Incidents (Break / Fix) and Service Requests.Provide the framework for all IT functional areas, create, publish and maintain all IT groupdocumentation to include incorporation of local regional requirements as requiredCorporate and Regional Standards, Policies, Standard Operating Procedures, Templates and DirectivesCollaborate with internal resources, 3rd party managed service partners and peer IT teams to deliver a consistently high level of user supportBe a trusted advisor, building collaborative relationships with key partner technology teams, internal business partners and vendors.Apply and support processes leveraging industry best practices according to ITIL.IT Governance: Validation policies, standards and SOP are being followed. Act as an internal ITauditor for all areas of IT including Application, Shop-floor and Infrastructure.Internal Audits: design and publish, schedule and execute, document results and schedule follow-up compliance reviews.Plays a major role in the preparation, documentation and continued support of all corporate and public audits including ISO27001 and CoBit.Research, propose and procure technology solutions with the focus of reducing costs, improving efficiencies and enhancing customer service and productivity.When required, participate in hardware and software deployment projects.Be the solution owner for Help desk Ticketing system Incident ManagementSupport of Hardware and Software Asset Management Lifecycle.Security: support corporate and regional security initiatives.Develop strategy and KPI metrics to improve end-user productivity and satisfaction utilizing continuous improvements.Responsible for creating, publishing and governing HR initiated On-boarding, Employee-Change and Off Boarding processes.

Helped troubleshoot, repair, and install software and hardware on computers, servers, and printers for students and faculty.Remote troubleshooting using Bomgar.Installed and maintained Citrix applications for remote computer lab use.Installed and maintained a variety of software including SAP, SPSS, Adobe suite, and Microsoft Office 365Deployed SCCM images to a variety of Windows computers.Deployed Munki manifests to Apple computers.Basic administration of Active Directory including authoring GPOs, writing scripts, and computer object management.Trained faculty and staff on how to use remote technologies.Trained new employees in daily workflows.