Kevin Dixon Email & Phone Number

Birmingham, Al, Us

Vernon Hills, Il, Us

Building employee experiences on endpoints with a focus on collaboration and security.

Atlanta, Ga, Us

As a Staff IT Architect at Greenlight, I am committed to creating and implementing innovative solutions that enhance our organization's IT policies and procedures, promote a culture of curiosity among our support staff, and foster strong engagement with stakeholders across the company. - Led the effort to re-build our engineering organizations mentorship program, focusing on inclusive mentorship ideology and pairing mentees with their best fit for a mentor. Working closely with our people operations teams and Engineering leadership. - Evolved our company wide changes utilizing Automated Device Enrollment & Autopilot configurations, resulting in improved onboard experience for users on macOS and Windows. - Developed and implemented a monthly patch management solution to ensure security compliance and vulnerability management. - Developed a department-wide change management program, ensuring that rogue changes no longer make it through our systems. - Consistently maintain relationships and constant communication with key partners and leadership across the organization to ensure alignment with business needs and goals. - Developed IT Specific project management policies to ensure application on-boarding, application migrations, and general IT projects were tracked, repeatable, and documented appropriately. - Conduct research on emerging technologies and recommend solutions that align with business needs and goals. - Lead technical discussions and provide subject matter expertise on complex IT issues. - Defined proper processes and procedures to be followed for complex Issues that arose including tracking, documenting, and retrospectives. This effort Includes tech specs, enterprise level communication plans, and decision logs. - Ensured compliance with regulatory requirements and industry best practices in IT operations.

Atlanta, Ga, Us

In this role, I was entrusted with the task of ensuring attainment of combined organizational objective by providing leadership and expert-level support to the end-user engineering department: Workstation, Audio Visual, and Mobility. Enabling fulfillment of industry-specific best practices and securitypolicies for all projects by developing and sustaining long-lasting relationships with administrators, user personnel, and vendors via effective communication. Contributing in expansion of the technologist's expertise and support capabilities by creating goal-driven methods. Liaising among business partners for effective management of a continuous improvement culture, influencing the decisions across multiple countries/business units. Streamlining numerous processes in the groups to build proper policies,SLAs, and workflows by empowering the teams to collaborate and identifying set needs of groups.- Provided leadership to 5 managers and 1 individual contributor for a complete team of 18 End User Engineers and project managers globally across 4 domains. (macOS Engineering, Windows Engineering, Mobility Engineering, Audio Visual Engineering) - Successfully transitioned a managed service from a vendor partnership and built a team of full-time employees, optimizing efficiency and cost-effectiveness.- Provided robust support in project management and team leadership for a major network CASB overhaul, enabling seamless remote working capabilities. - Implemented functional cross-departmental management practices, reducing development time, release corrections, and enhancing end-user feature request implementation. - During the COVID pandemic, developed and implemented a tech bar for workstation pickups, ensuring smooth operations and providing timely support to resolve technical issues. - Played a key role in enhancing the performance of desktop support teams, enabling uninterrupted productivity for remote employees including 20k+ endpoints.

Atlanta, Ga, Us

Leveraging exceptional professionalism, I was assigned with the responsibilities of overseeing all activities involved in design,improvement, and deployment of the end-user computer platform andinfrastructure. Ensuring timely maintenance of all Windows and macOS imagesand software packaging by leading and guiding team of desktop engineers.Enabling delivery of excellent technical support by steering efforts astechnical buffer among other business units and the teams. Communicating upto date information on scope, cost, schedule, and quality by draftingregular and detailed status/progress reports.My key achievement is as follow:• Enhanced operational performance by uncovering areas business processesimprovement and providing effective solutions in line with the IT strategy.

Atlanta, Ga, Us

My duties comprised of ensuring on time resolution of technical issues bysupervising and guiding high-performance team of level 1-3 help desktechnicians and engineers during significant projects, including a Windows10 Migration, a Domain Migration, and a 1000 End User device refresh.Revamping the company's systems setup to improve working performance.Fostering alignment of server hardware, operating systems, software, andprocedures with organizational standards and strategic business plan toachieve shared vision.Below listed are my core accomplishments:• Automated repetitive issues leading to reduction of ticket counts.• Improved staff retention rate in support organizations by directing therestoration of company best practices.• Optimized operational excellence and ensured data security by creating anddeploying process improvements and other enhancements.

Atlanta, Ga, Us

Learning new skills and a curious mind lead me to being promoted into a system administrator role. I assumed ownership of multiple infrastructure projects to ensure proper documentation, configuration, and monitoring (see major projects section). Roles and responsibilities included: - Provide assistance with escalated issues from our help desk team - Perform monthly patching for production servers - Perform maintenance tasks in data centers on our equipment - Provided support for Active Directory and Office365 issuesMajor Projects: - Configured a new PRTG instance for server monitoring to be used by our IT, network, and security teams - Developed processes to be followed by staff for sensor creation and acknowledgements - Configured and Deployed a new Citrix Storefront server farm for remote access into proprietary software and transitioned all users - Deployed Jamf Pro as our Mac management solution - Configured policies, management profiles, software patching - Deployed to all local office and remote macs - Assisted in AD FS configuration - Designed a SharePoint site for our Knowledge base - Created technical documentation on the environment to be stored in the KBo - Configured lists and ways of keeping track of documentation and created processes on how to keep up with documentation - Provide travel support for service center (5-60 Users) moves and upgrades, which included racking all servers and networking equipment, configuring domain controller, and configuring file servers

Atlanta, Ga, Us

- Helped create and maintain users in Office365- Supported remote users with hardware and software related issues- Performed audit tasks for our Office365 environment- Transitioned license keys from kwoksys to KACE - Support the executive leadership team as needed

Atlanta, Georgia, Us

Provided macOS and Windows desktop support, internal customer service, and delivered a new macOS deployment solution. - Successfully delivered a deploy studio server to provision Macs across the organization (minimized build time from 5 hours to 30 minutes)- Maintained a high level of satisfaction in Hardware and software support for multiple business units, internal applications, and multiple device types (Multi function printers, workstations, mobile devices)- Utilized Landesk and Logmein Rescue to provide support to the remote workforce- Assisted with password resets in Active Directory and account problems within Office365

Atlanta, Ga, Us

Utilizing my technical troubleshooting and diagnostic mindset, I worked to ensure day to day satisfaction from our colleagues with their technology stack. Worked with other technicians to provide world-class desktop support across multiple teams including our executive staff and on screen personalities. - Worked with the Employee Enablement group to provide on location support for office moves and new office openings- Configured google chrome boxes in conference rooms to provide meeting capabilities- Delivered a solution that would allow on screen personalities to utilize chrome books that were using remote software to access a windows only application- Performed hardware and software installations while providing high-level customer care, training, and technical support- Developed processes and training materials for supporting Mac OS X across the enterprise

Athens, Ga, Us

- Generating opening and closing reports each day- Checking customers machines in to the department- Preformed all hardware and software repairs and diagnostics- Providing on-site service to small businesses and consumers- Writing technical documentation on processes and procedures to be implemented in the company- Providing customers with appropriate service solutions- Ran the top Service Department in the company for 3 quarters in a row (including revenue per service order, labor attach rate, and customer satisfaction)

Mclean, Virginia, Us

- Analyzing all reports for the hotel and charging rooms overnight- Dedicated to providing world class customer service- Booked reservations for guests over the phone and in person- Provided customer’s with basic computer troubleshooting when they could not connect to our network over the phone and in person

- Helping customers in a one to one based atmosphere and giving them extraordinary customer service- Checking customers in for their reservations- Helped with all the visual aspects in the store including: keeping cables managed, keeping computers up to date with all of the latest software and preparing for product launches- Using the cash registers and hand held devices to check customers out