Kyle R. Email and Phone Number

- Collaborated with the Cloud VDI team to construct infrastructure and establish firewall rules using Terraform.- Engineered a WorkspaceONE environment for managing 3,500 devices, preparing for the migration from Jamf to WorkspaceONE.- Mentored team members and optimized processes through automation, leveraging PowerShell/Bash scripting expertise.- Developed applications within WorkspaceONE, including Freestyle Workflows for automation.- Created and implemented baselines and… Show more - Collaborated with the Cloud VDI team to construct infrastructure and establish firewall rules using Terraform.- Engineered a WorkspaceONE environment for managing 3,500 devices, preparing for the migration from Jamf to WorkspaceONE.- Mentored team members and optimized processes through automation, leveraging PowerShell/Bash scripting expertise.- Developed applications within WorkspaceONE, including Freestyle Workflows for automation.- Created and implemented baselines and compliance profiles to enhance device security.- Served as the "go-to" macOS engineer, participating in weekly meetings with Apple Specialists to deliver solutions in MDM environments.- Managed and supported Cisco Meraki network equipment across various office locations worldwide, ensuring optimal performance and connectivity. Show less

- Resolved escalated technical issues for executive leadership, ensuring minimal disruption to operations.- Collaborated on strategic projects with Jamf and Azure Active Directory, impacting 3,000-5,000 employees, offering valuable insights for an enhanced end-user experience.- Mentored team members and optimized processes through automation, leveraging PowerShell/Bash scripting expertise.- Provided after-hours support to employees and led incident response efforts, ensuring swift… Show more - Resolved escalated technical issues for executive leadership, ensuring minimal disruption to operations.- Collaborated on strategic projects with Jamf and Azure Active Directory, impacting 3,000-5,000 employees, offering valuable insights for an enhanced end-user experience.- Mentored team members and optimized processes through automation, leveraging PowerShell/Bash scripting expertise.- Provided after-hours support to employees and led incident response efforts, ensuring swift mitigation of outages and effective communication with leadership.- Drove discussions to upgrade security and user experience for our Corporate VPN Services and Okta, preparing for future migration efforts with other business units.- Coordinated support efforts between our Network Services team and Cisco Field Engineers to reimage and replace Cisco appliances.- Participated in migrating on-premises VDI to Google Cloud Platform, implementing firewall rules and coordinating with network engineering to confirm and validate connectivity. Show less

- Assisted employees with issues related to computer equipment and conference room setups, ensuring smooth operations.- Monitored inbound/outbound phone calls, emails, and chat inquiries regarding incidents and service desk interactions.- Imaged Windows endpoints using various methods, including MDT and Acronis USB images, to maintain device integrity.- Managed and imaged macOS devices through Jamf Cloud, streamlining deployment processes.- Mentored newly onboarded agents on… Show more - Assisted employees with issues related to computer equipment and conference room setups, ensuring smooth operations.- Monitored inbound/outbound phone calls, emails, and chat inquiries regarding incidents and service desk interactions.- Imaged Windows endpoints using various methods, including MDT and Acronis USB images, to maintain device integrity.- Managed and imaged macOS devices through Jamf Cloud, streamlining deployment processes.- Mentored newly onboarded agents on basic machine use and account creation, enhancing team capabilities.- Reviewed and published SOPs for IT Technicians and self-service knowledge articles for end users, improving documentation clarity and accessibility.- Coordinated with third-party support services to resolve issues with various office appliances, such as printers, scanners, and fax machines.Accomplishments- Developed an MDT server to streamline the imaging process, establishing a standard for workstation imaging across the organization.- Created PowerShell scripts to decrease installation time for various software, significantly reducing the post-installation imaging process. Show less

- Assisted clients with various degrees of technical issues with supported products- Monitor inbound, outbound, email, and chat performance metrics to meet department SLAs- Managed milestone projects, developing procedures, and setting precedence for expectations- Mentor newly onboarded agents in day-to-day operations- Assisted team leads and managers with nesting new hires, and fostering communication & engagement with the team.- Provided SME knowledge with Network… Show more - Assisted clients with various degrees of technical issues with supported products- Monitor inbound, outbound, email, and chat performance metrics to meet department SLAs- Managed milestone projects, developing procedures, and setting precedence for expectations- Mentor newly onboarded agents in day-to-day operations- Assisted team leads and managers with nesting new hires, and fostering communication & engagement with the team.- Provided SME knowledge with Network Infrastructure and assisting merchants with their network failures preventing payments from being accepted. Show less

• Managed professional development of Technical Support department• Collaborated with operational leadership to improve teamwork and efficiency• Worked with 3rd party vendors such as Honeywell, Salesforce, and 8x8 to improve employee /customer experience• Generated schedules and reports on performance for customer experience management

• Designed training for leadership development, technical support, and relationship management for 20+ employees• Directed procedure development, learning management systems, and knowledge base continuity for Technical Support and Customer Care departments• Provided training for new hires and current employees on updated product information

Manage Case and Work Order Approvals in CRMHandle Escalated Issues with Customers/EmployeesCoordinate Scheduling and Call Volume ForecastingTrain, Onboard New Employees in the Technical Support DepartmentManaged 3 Sub Departments within Tech Support Main Department (Field Support, Moves, After-Hours/Outbounds)

Help agents to improve in their ability to take and handle calls efficiently. Help to improve the efficiency of the department and meet defined quarterly goals of the department. Assist with elevated call volumes on Tech Support related inbound/callback calls when neededEnsure SLA Goals are being met (i.e. phone calls answered within SLA Standards)

Assist customer with various issues about their alarm systems. Assist Technicians in the field with installing systems. Assist Account Creation process with new installs and moving systems. Quality Audit Work Orders created by all corporate employees. Assisted Vice President of Blue Ops with coordinating a training video with Honeywell Support. Assisted Manager of Blue Ops Field Support with several projects involving the improvement of training objectives for other… Show more Assist customer with various issues about their alarm systems. Assist Technicians in the field with installing systems. Assist Account Creation process with new installs and moving systems. Quality Audit Work Orders created by all corporate employees. Assisted Vice President of Blue Ops with coordinating a training video with Honeywell Support. Assisted Manager of Blue Ops Field Support with several projects involving the improvement of training objectives for other support agents. Show less

Provided Customer and Technical support for our customers and their authorized users. Assisted other Customer Solution representatives on the floor with their calls. QA for Field Service Work Orders during the graveyard shiftAssisted with maintaining working demo products on the floor for other rep use.