Leonard Gilbert Email & Phone Number

Oakbrook Terrace, Il, Us

• Lead administrator for Microsoft Intune and co-management integration with SCCM. Implementation lead for Windows Autopilot and Windows 365 platform services.• Provide 3rd tier support to all systems including on-prem infrastructure, Azure-based infrastructure, client workstations and DMZ network through VMWare VCenter.• Administrate Windows Client and Server OS security patches, service packs and feature upgrades through WSUS and ManageEngine Patch Manager Plus.• Provide backup support for the Lead Systems Engineer for Disaster Recovery planning and testing with our Managed Services Provider.• Serve as co-administrator for Microsoft System Center Configuration Manager (SCCM) for application packaging, task sequences and other administrative tasks in the application.• Backup administrator for Skype for Business infrastructure, Microsoft Teams, user account provisioning and Zoom web conferencing.• Utilize Powershell scripting, Group Policy, Intune MAM/MDM policies to increase automation.• Backup ServiceNow developer/admin accountable for user, report, & knowledgebase administration, innovation, form design, end-user service portal and change management at different junctures.• Offer 3rd Tier technical support as part of Service Desk operations for technical requests (Active Directory, Azure Active Directory, O365, Skype for Business and Exchange Administration).• Implement Problem Management solutions to reduce ticket intake and improve end-user computing experience. • Prioritize support for top executives and related administrative assistants as part of the "VIP Support Platinum" service program.

Oakbrook Terrace, Il, Us

• Lead administrator for Microsoft Intune and co-management integration with SCCM.• Serve as co-administrator for Microsoft System Center Configuration Manager (SCCM) for application packaging, task sequences and other administrative tasks in the application.• Backup administrator for Skype for Business infrastructure, user account provisioning and Zoom web conferencing.• Administrate Windows client device security patches and feature upgrades• Utilize Powershell scripting, Group Policy, Intune MAM/MDM policies to increase automation.• Backup ServiceNow developer/admin accountable for user, report, & knowledgebase administration, innovation, form design, end-user service portal and change management at different junctures.• Offer Level 3 technical support as part of IT Service Desk operations for technical requests (Active Directory, Azure Active Directory, O365, Skype for Business and Exchange Administration).• Implement Problem Management solutions to reduce ticket intake and improve end-user computing experience. • Prioritize support for top executives and related administrative assistants as part of the "VIP Support Platinum" service program.

Oakbrook Terrace, Il, Us

• Lead ServiceNow developer/admin accountable for user, report, & knowledgebase administration, innovation, form design, end-user service portal and change management at different junctures.• Serve as backup admin of Microsoft System Center Configuration Manager (SCCM) for application packaging and maintenance.• Act as the backup for the IT Change Control Board and monthly metric reporting to aid the IT Service Desk Manager.• Implement Problem Management solutions to reduce ticket intake and improve end-user computing experience. • Prioritize support for top executives and related administrative assistants as part of the "VIP Support Platinum" service program.• Offer Level 2 Technical support as part of IT Service Desk operations for technical issues (software, hardware, phone) encountered by internal customers and any specific IT requests or inquiries.• Served as Interim Service Desk Manager from May 2019 to November 2019, reporting directly to the IT Operations Director and managing multiple project implementations alongside the director.

Oakbrook Terrace, Il, Us

• Designated as a key member of the IT Service Desk supporting internal users by troubleshooting & resolving any issues and addressing their questions at the IT Walkup bar • Expertly supported executives and their assistant as a primary resource in the "VIP Support Platinum" service.• Completed device configurations, troubleshooting, and documented laptop, tablet, desktop PC, and printer issues.

Charleston, Il, Us

• Delegate tasks to lab assistants involving software and hardware repair• Aid campus residence halls with cable and internet repair• Solve software issues when lab technicians need guidance • Repair and troubleshoot networking issues in staff offices, residence halls and Greek court offices

Charleston, Il, Us

• Initiate work orders and provide initial repair on software issues• Assist with troubleshooting and repair of residence hall networking outages during summer school sessions

Charleston, Il, Us

• Solve software related issues for staff and students through remote sessions over the phone• Assist with account lockouts and password resets through active directory• Document all calls and incidents through the MAGIC help desk ticketing system• Administer optimization scans for student and staff computing equipment

Masters, Business Administration

Bachelor Of Science In Business, Management Information Systems, Networking