Mitchell Warren Email & Phone Number

Rochester, New York, United States

● Support and manage a team of five including request fulfillment analysts and service reliability engineers.● Use Microsoft Defender to respond to malware incidents and phishing reports.● Collaborate with vendors and third-party providers to procure hardware, licenses, and support contracts.● Document processes to help create a more robust knowledge base.● Manage the escalation of tickets to third line and infrastructure and application development teams.● Run reports to better understand trends for incoming and closure of tickets.● Resolve phone, email, and chat tickets through ServiceNow for 3,000+ end users. With responsibility to uphold SLA and SOP.● Monitor and track data on network performance using SolarWinds.● Administration of Exchange Online regarding making changes to distribution lists, shared mailboxes, and resolving complex email issues.● Document troubleshooting steps for existing technology as well as new technology through the ServiceNow knowledgebase.● Management and configuration of Teams telephony systems including Yealink handheld devices.● Administer Intune for device management and application deployment, encompassing both iOS devices and Windows machines, ensuring compliance with organizational policies.● Research, manage, and configure Apple Business Manager for the organization. ● Configure and manage both machine and user GPOs on a global scale to support business needs.● Monitor and triage email and web threats through Mimecast.● Lead technical discussions around major incidents and work closely with vendors to troubleshoot remote and local network outages following SLAs. ● Experience supporting SAP programs, and different ERP systems around the globe. ● Manage backups through VEEAM as well as AvePoint for O365 backups.

Rochester, New York Metropolitan Area

● Managed cloud solutions within MSO365 and Azure to ensure seamless operations.● Responsible for updating access permissions and owners for sites within our SharePoint.● Responsible for deploying and configuring new Windows servers as needed using vSphere.● Successfully resolve complex issues with telephony solutions like Cisco Call Manager and MS Teams as well as monitoring our Ribbon SBC.● Complete end user add/remove/change requests in accordance with IT policies and procedures.● Simultaneously, they manage multiple projects across diverse sites in North and South America. ● Install and support Cisco networking equipment and Dell server equipment globally as needed.● Contributed to knowledge base enhancement by authoring informative articles for internal use in ServiceNow.● Manage Rotork file shares on Windows servers from Windows Server 2000 to Windows Server 2022.● Provide adept support for various ERP systems deployed at our global sites.● Responsible for monitoring the security, stability, and proper functioning of the network at multiple sites such as backups, antivirus/antimalware software, and security controls.● Installation, configuration, and management of security access systems around the globe including badge creation, camera set up, and schedule changes.

Rochester, New York

● Supporting Windows 10 hardware and software using SCCM and Active Directory as well as remotely using RDP.● Responsible for maintaining operating systems, security tools, applications, servers, email systems, laptops, desktops, hardware, and software.● Managed user accounts through Active Directory and the O365 Admin centers.● Provide support to executives and different parts of the business to identify root cause analysis and provide technical support when needed.● Using ServiceNow and SysAid ticketing systems to respond and solve high priority tickets for both local and remote employees located around the globe.● Meticulously tracked assets across multiple sites in North and South America, optimizing asset management.● Orchestrated seamless support for multiple users and systems across eleven sites in North and South America.● Collaborated seamlessly with a global team across continents, fostering cross-cultural cooperation.

• Lead a team of six students throughout the summer in basic troubleshooting and triage of hardware and software.• Used Lansweeper helpdesk to complete tickets daily.• Image and deploy over 6,000 devices over the summer months to get them ready for students.• Creation and modification of Office 365 user accounts and groups.• Teams voice configuration for Yealink desk phones.

Rochester, New York Area

• Manage hardware and software for office employees.• Troubleshoot email and hardware issues.• Acquisition of company assets used in the office along with printers and other technology hardware.• Managed company cell phones and deployed applications to them through the Company Portal.