Patrick M. Email & Phone Number

Phoenix, Arizona, Us

Austin, Texas, Us

● Spearheaded the transition from AD and SCCM-managed Windows 10 devices to a Hybrid AD/Azure AD with Microsoft Intune and SCCM/GPO co-managed environment, optimizing device management and security for both on-prem Active Directory and Azure AD.● Led the subsequent transition to a Windows 11 Intune implementation, streamlining endpoint management processes, enhancing security using Conditional Access, Device Compliance Policies, automated updates through WUfB, and improved user experiences through the use of SSO/Windows Hello authentication and M365 tools.● Implemented best practices for laptop life cycle management, including hardware selection, AutoPilot enrollment and provisioning, modern software provisioning and application deployment, and testing methodologies.● Developed and implemented the architectural design, customization, and integration efforts of solutions utilizing Microsoft Office 365, Exchange Online, Azure Active Directory, Microsoft Endpoint Configuration Manager(SCCM), Microsoft Intune, OneDrive, SharePoint, and Microsoft Teams.● Create, manage, and retire user accounts, permissions, and email with custom PowerShell scripting and M365 tools.● Configuration, enrollment, inventory, and support of mobile devices utilizing Apple Business Manager with Microsoft Intune integrations.● Design, deployment, and administration of Windows Server 2022 VDI infrastructure within Nutanix AHV using Group Policy, WSUS, and Windows Defender.● Manage data protection of Windows servers, OneDrive, O365, and Teams through VEEAM management.● Provide on-site and remote technical support that may involve but not limited to; installation of hardware or systems, software, network and communications devices.

London, Gb

• Creation of automated PowerShell scripts to streamline and expedite repetitive tasks, reducing Austin location operating expenses by 20%• Develop and maintain ticketing system for issue reporting, tracking, and metrics to reduce equipment and personnel downtime• Maintain the functionality of all PCs on-site to ensure 100% uptime• Coordinate with project managers by creating project documentation, risk and issue management, and resource allocation and planning• Proactively identified inefficiencies in printing practices and created procedures for off-site printing, reducing printing expenses by 50%• Maintain 100% accuracy of all IT equipment inventory

Rollingwood, Texas, Us

• Utilized tools and resources to assist in finding resolution of issues in a timely and acceptable manner while maintaining an 80% FCR• Collaborated with Development and Testing Support Teams to ensure resolution for issues and reduced reoccurring issues by 25%• Provided superior customer service when addressing corporate and retail store technical issues by training end users on policies and systems• Assisted end users with issues pre and post Windows 7 migration to reduce interruption of workflow• Provided on-site assistance and initial launch of retail locations, involving travel up to 100 miles• Repaired laptop/desktop hardware, software, and Windows image for an inventory of 800 computers and peripherals

Temporary contract positions for various companies and vendors. Specializing in hardware troubleshooting and repair, OSD solutions, and end user training.

Fort Lauderdale, Fl, Us

• Coordinated supervision and training of weekend staff• Analyzed tickets, prioritized by level of severity, delegated assignments to team members for expedited support, and confirmed resolution• Utilized working knowledge and skills to assist in finding resolution to escalated incidents and provide training opportunities for team members• Collaborated with Development and Testing Support Teams to ensure resolution of issues in a timely manner to meet SLA requirement of 8 hours• Provided 24 hour emergency support for network, server, and application outages

Dallas, Texas, Us

• Assisted AT&T customers with service interruptions while maintaining customer relations and 95% or higher Quality Assurance scores• Troubleshot network issues with IPTV (IP Television), HSIA (High Speed Internet), and VoIP• Analyzed service interruptions and dispatch technician to increase network reliability for clients• Trained for team lead position before company layoffs

Orange, Ca, Us

• Top performing technician with 100% satisfaction on customer feedback, 3 consecutive months.• Assisted AT&T customers with DSL service and promote sales upgrades to exceed required metrics• Scheduled service installation technicians to customer residences and assist with account provisioning