Lance Mcneill Email & Phone Number

Greater Denver Area

* Provided Level 2 support for North America region.* Supported and troubleshoot laptops, mobile devices, and virtual environments including AWS.* Assisted with company relocation of headquarters building.* Participated in Jamf, Proactive, and Software Deployment cross functional teams.* Performed duty manager tasks on rotational basis.* Assisted with InfoSec projects including Log4J remediation and desktop BitLocker implementation.* Performed as subject matter expert… Show more * Provided Level 2 support for North America region.* Supported and troubleshoot laptops, mobile devices, and virtual environments including AWS.* Assisted with company relocation of headquarters building.* Participated in Jamf, Proactive, and Software Deployment cross functional teams.* Performed duty manager tasks on rotational basis.* Assisted with InfoSec projects including Log4J remediation and desktop BitLocker implementation.* Performed as subject matter expert for Macs, including designing and delivering team training.* Participated in on-call rotation for paged, priority tickets. Show less

* Provided second level hardware and software support for North American division.* Provided support for mobile devices (both iOS and Android).* Lead integration of acquired company into new parent.* Imaged, configured and deployed desktop and laptop computers.* Participated in on-call rotation for after hours support.* Supported employee moves, including the setup of new corporate headquarters.* Assisted in project to upgrade from Windows XP to Windows 7.* Assisted… Show more * Provided second level hardware and software support for North American division.* Provided support for mobile devices (both iOS and Android).* Lead integration of acquired company into new parent.* Imaged, configured and deployed desktop and laptop computers.* Participated in on-call rotation for after hours support.* Supported employee moves, including the setup of new corporate headquarters.* Assisted in project to upgrade from Windows XP to Windows 7.* Assisted in hardware and software upgrades as needed/requested. Show less

Desktop Support Technician/Desktop Engineer* Provided second level hardware and software support for employees’ desktop environments.* Acted as application owner for PGP, Computrace, and TrueCrypt.* Designed laptop recovery and tracking processes.* Imaged, configured and deployed workstations and laptops.* Participated in on-call rotation for after hours support.* Primary contact for escalations for the Denver and Texas regions as well as senior level managers.*… Show more Desktop Support Technician/Desktop Engineer* Provided second level hardware and software support for employees’ desktop environments.* Acted as application owner for PGP, Computrace, and TrueCrypt.* Designed laptop recovery and tracking processes.* Imaged, configured and deployed workstations and laptops.* Participated in on-call rotation for after hours support.* Primary contact for escalations for the Denver and Texas regions as well as senior level managers.* Configured VMware virtual desktops for remote employees using vSphere.* Lead workstation migration from Lehman to Aurora software builds.* Aided in inventory management by asset tracking and move support.* Assisted in project evaluating the outsourcing of all IT operations during company wind down.Helpdesk Lead Technician* Monitored helpdesk agents to ensure best level of support for customers.* Provided manager escalation contact for customer satisfaction.* Designed new support models for more efficient problem resolution and best practices.* Developed webpage for helpdesk agents to aid in minimizing resolution time.* Started knowledge base for helpdesk agents.* Participated in the decision making process for choosing a new ticketing system.* Member of team that designed the implementation of the new ticketing system.* Designed the call prompts for helpdesk phone system.* Provided weekly statistical reports to management.Helpdesk Technician* Provided first level support for employees nationwide over phone and ticketing system.* Monitored enterprise systems using Solarwinds and Nagios and alert proper support teams.* Recognized and escalate system outages to proper support teams.* Identified hardware and software problems to resolve issues or escalate as appropriate. Show less

Desktop Engineer* Developed and maintained images for multiple workstation models.* Maintained all user accounts from creation to deletion.* Managed the anti-virus repositories.* Designed the new employee on-boarding process.* Designed project for converting from windows 2000 to XP.* Lead project for workstation upgrade project.Helpdesk / Desktop Agent* Provided customer support from initial contact to problem resolution.* Compiled stats into daily reports… Show more Desktop Engineer* Developed and maintained images for multiple workstation models.* Maintained all user accounts from creation to deletion.* Managed the anti-virus repositories.* Designed the new employee on-boarding process.* Designed project for converting from windows 2000 to XP.* Lead project for workstation upgrade project.Helpdesk / Desktop Agent* Provided customer support from initial contact to problem resolution.* Compiled stats into daily reports for senior management.* Assisted in datacenter move to larger location.PC Tech Support Technician* Provided support for external customers with proprietary software application.* Assisted customers in balancing credit card batches.* Provided support for remote site install agents.* Analyzed database errors within proprietary credit card application. Show less