Tom Lenz Email & Phone Number

Provide technical leadership and program guidance to mentor a diverse, globally distributed team, fostering collaboration and driving continuous improvement.Modernized Jamf Pro to eliminate third-party imaging, enabling secure zero-touch deployments with authentication through Okta and Jamf Connect.Significantly reduced SaaS portfolio budget by strategically sunsetting legacy applications and optimizing license costs through role restructuring and comprehensive utilization analysis.Established endpoint security compliance standards and implement automated remediation processes, supported by regular reporting and alerts to enhance the security posture.Integrating SaaS products with Okta, managing access for 700 users through role-based provisioning for critical and data-sensitive applications.Manage a comprehensive SaaS portfolio by building strong relationships with internal teams and collaborating with stakeholders to achieve team goals, prioritizing usability, and security.Design and implement automations for business systems using low-code tools like Tines and Okta Workflows, enhancing operational efficiency and streamlining processes.Designed and executed a standardized hardware program to eliminate aging endpoints and deliver comprehensive global support, strategically balancing supply chain dynamics, budget constraints, labor resources, and business requirements.

Madison, Wisconsin, United States

Responsible for the management and support of >100 Macs and iOS devices across multiple departments using Jamf, while maintaining compliance in a complex multi-organizational structure.Formalized policy and implementation of device management across 19 departments within the School of Medicine by providing leadership, policy guidance, and best practices regarding MDM.Mentorship of junior support staff in customer service skills: empathy, decision-making, effective communication, and troubleshooting. Long and short term planning of Windows 10 device management policy and support model to emulate user experience and customer satisfaction of the departmental macOS deployment.Managed Users and Groups in Active Directory and integrate directory services with SaaS platformsImplemented and supported a culture shift from a heavily “Do it for me” model to a “DIY” model by utilizing the power of Self Service.

Austin, Texas Metropolitan Area

Provided training, guidance, Tier 3 support, and documentation to the three globally distributed help desks and other non call center support channels.Organized all aspects of software deployment and managed licenses for more than 70 software titles in Jamf delivered via Self Service.Assessed and prioritized feature requests from the Mac@IBM Help Desk, maintaining a backlog of short and long term actionable tasks.Maintained relationships with product owners of internal and external applications to maintain release schedules and critical security updates.Simplified user enrollment by scripting the setup of user email within IBM Notes to enhance the zero-touch deployment, reducing ticket volume by 25%.Established the model of support for the Mac@IBM program, focusing on CSAT and first call resolution. During the first year of Mac@IBM, the help desk maintained >85% CSAT and 98% first call resolution.Mentored new hires and provided guidance on customer engagement to drive key metrics.Acted as an escalation point for customer service issues and support for VPs and other high profile individuals.Guided the Mac@IBM global support team as a Subject Matter Expert and Tier 2 support for macOS, iOS, and Jamf.Collaborated with multiple teams, including HR, Security, and internal application teams, to craft IBM’s on-boarding experience. Provided feedback and metrics to key stakeholder to improve user experience and reduction of support calls during initial configuration and deployment of Macs.

Mount Horeb, Wisconsin, United States

Oversaw all aspects of club operations: staffing, payroll, member services, employee training, budgeting, vendor relations, and maintenance.Employed and supervised individuals across multiple roles and experience levels.Evaluated member feedback to provide improved member services and professional development for club staff.Strategized and executed key promotions to boost membership sales and improve member retention.

Madison, Wisconsin, United States

Facilitated regional classroom training, hands on training, and provided direct feedback for new technicians.Developed 30-60-90 plans and mentored technicians in the areas of technical troubleshooting, and customer service.Managed computer and mobile device repairs and troubleshooting by curating workloads for 16 repair technicians based on repair volume and technician’s specific skills.Maintained an inventory of thousands of repair parts with 99.9% accuracy.Provided repairs, direct technical support and troubleshooting for Macs and iOS devices.