Senior Tech Support Associate - Infra Lead
Current•Marriott Vacation Worldwide Infra – Project, Led End-user services and lifecycle management initiatives as the Tower Lead for End User Support and Endpoint-Printer Device Refresh, as well as the administrator for Beyond Trust (Bomgar) Remote Tool.•Conducted daily calls with team and client to review work progress and reporting SLA metrics accompanied by weekly presentations to client leadership.•Managed a vast infrastructure encompassing over 17,000 endpoints and 1,500 printers, ensuring seamless end-user support and efficient lifecycle management.•Directed Windows Endpoint Pathing operations in collaboration with the team, overseeing 3rd party patching.•Conducted and oversaw teams’ enterprise deployments utilizing advanced tools such as BigFix and Microsoft Endpoint Manager (MEM, Intune), ensuring standardized configurations across the organization.•Acted as the project lead, facilitating lifecycle management planning meetings and coordinating the procurement and deployment of endpoint, printer, and peripheral refreshments across all properties in MVW.•Proficiently utilized HP Web Jetadmin and HP Advance for streamlined printer management operations.•Proficiently utilized Cherwell ticketing and database systems for efficient issue tracking and resolution.•Effectively oversaw communication channels with partner vendors including Microsoft, HP, Canon, Lexmark, and Beyond Trust, ensuring prompt problem resolution and vendor collaboration.•Led major incident management efforts, orchestrating SWAT/tech calls between internal teams and external vendors to resolve critical issues promptly and efficiently.•Managed the administration of Beyond Trust (Bomgar) Remote Support Tool, handling user accounts and creating new groups to meet business requirements.•Facilitated team administrative tasks including the submission of monthly departmental reports, team scheduling, provisioning new team accounts, and hosting daily team standup meetings.
