Thomas Shanks Email & Phone Number

Beaverton, Oregon, Us

Senior Global IT Support, collaborator and mentor to the global IT team. Cross-functional assistance and teamwork to all departments, frequently collaborating with HR/PeopleOps and Legal to onboard/offboard hires. Major successful projects completed: VMWare Workspace One UEM MDM rollout (to all company laptops: 500+ endpoints), new IT Helpdesk rollout (Atlassian Jira Service Management): including metrics and regular team meetings to continually monitor and improve service levels, new company intranet (Simpplr/Salesforce). Systems admin for: Google Workspace (Admin), Slack (Admin), VMWare Workspace One UEM (Global Admin), Atlassian Jira Helpdesk (Admin), Office 365 (Global Admin), Zoom (Global Admin), Gong (Global Admin), Sandboxes & testing for Sales demos for Salesforce, Microsoft Dynamics.

Beaverton, Oregon, Us

First IT hire at RFPIO, prior to the rebrand to Responsive. Used my experience at Snap Inc. to drive service levels, implement an IT Helpdesk (Slack and Atlassian Halp), drive the IT endpoint fleet towards 100% SOC2 compliance with two successful SOC2 audits completed. Collaborate and mentor incoming IT hires as the business grew. Establish a reputation for reliability, responsiveness and creative problem solving across many SaaS apps that support our growing user base, and enable teams to collaborate with our internal company applications and product.

Permanent move from UK to US. Family support during Covid-19 pandemic.

Santa Monica, California, Us

- Extensive Google G Suite Admin Console (Global Admin).- Okta (Global Admin).- JAMF Pro (global admin).- Apple DEP / Apple Business Manager (global admin).- Atlassian Jira & Confluence- VMWare Airwatch (global admin).- Greenhouse (global admin)- Adobe Creative Cloud (global admin)- Asana (global admin)- Cross-functional & highly collaborative team-worker; day-to-day support to critical global tasks, projects and incident management.- Incident management eg. ISP/Network/Tool outages to the business and supporting via internal IT teams and/or trusted vendors to escalation/resolution.- Interviewing, onboarding and training Snap IT and AV team members / contractors.- Remote and on-site support. Achieved exceptional levels of support to global employees across multiple disciplines, departments and time-zones! Worked collaboratively with global IT Systems, IT Operations, IT Network, IT Builds, IT Security, and IT Project Management teams. - Extensive travel throughout EMEA and the US to assist and support new offices during post-IPO hyper-growth phase.- Supporting mergers/acquisition teams in Paris and New York (Zenly and Placed).- Support and assistance in Los Angeles (multiple offices which make up the Snap head-office campus). - Onboarding & offboarding for all departments and all levels of the business (from temp/contract to executive level).- MFA: Hardware Keys (YubiKey), Mobile (Google Authenticator, Okta Authenticator).- A/V: Internal and external event support, working with vendors/third parties for IT, Networking and AV across multiple offices. Inc. new builds, hardware ordering, projects. - A/V: - Chrome device deployment eg. ChromeOS, Chromebases, Chromeboxes, Meet.- A/V - Zoom to support 3rd parties without Google Suite access.

Santa Monica, California, Us

- 2nd team member hired in EMEA IT Operations at Snap; highly autonomous and decisive.- Support and assistance to global product launches (Spectacles).- Liaising with key vendors for EMEA IT purchasing for all EMEA offices.- Google G Suite and Okta SSO administration. - Apple Mac OS deployment (JAMF Pro admin), Microsoft Windows deployment (KACE). - Asset Management and MDM tools inc. Airwatch, Apple DEP. - Atlassian Jira & Confluence for incident management, global documentation & meeting notes.

- JAMF Pro / Casper (inc. Self Service) for Apple MacOS / Mac OS X imaging/deployment.- Jira / Confluence (Helpdesk)- Slack- Microsoft Server 2012, Active Directory, domain-joined Macs & PC.- Lenovo laptop/desktop imaging, deployment, configuration.

London, Gb

- Apple Mac Server, Mac OS Sierra 10.12, Mac OS X 10.10/10.11, Adobe CC 2015, Office 2011 for Mac.- Set up a DeployStudio server environment from scratch for efficient MacOS / OS X imaging in the London head office.- Microsoft Server 2008, Windows 7/8.1/10, Active Directory, Office 2010.- Google Suite Administration; GAM scripting, 2FA, A/V (Chromeboxes), iPhone & Android Devices.- Cisco Meraki: for network monitoring, multi-site AP management, Apple iOS profile deployment.

Dublin, Ie

- IT, network & tech assistance to UK, Europe, USA, Costa Rica & Australia.- Domain-joined Apple Macs, Windows 7 Laptops, Desktops and Thin Clients.- Setup of DeployStudio server from scratch to deploy to OS X iMacs, MacBook Pros, Mac Pros.- Microsoft Server 2008/2012, Active Directory, Exchange 2013, Lync 2013.- VMware Airwatch to manage the iPhone and Android estate.- Microsoft Office 2010, 2011 & 2013 support, installation, groups, permissions. - LANDesk IT Support Helpdesk.- VPN: Junos Pulse / Pulse Secure & 2 factor authentication (RSA Secure ID) .

Norwich, Norfolk, Gb

- Server 2008, SCCM, Exchange, Office 365.- VPN: Junos Pulse, RSA SecurID tags. - Incident and request management, ownership and resolution via LanDesk.

Brighton, Gb

- The successful delivery of a high-priority Apple Mac deployment project from scratch. - Apple OS X 10.9 Server, Apple Netboot, OS X 10.8 Desktop.- Networking - IP/DNS/DHCP config of Apple Netboot server.- Digital Audio Workstation (DAW) images including: Pro Tools, Logic X, Final Cut X and Ableton.- Testing digital (MIDI) and analogue audio equipment (Audio Interfaces/Sound Cards).

Norwich, Norfolk, Gb

- Exchange and email migration to Hosted Exchange (Office 2010/Office 365), G Suite.- Linux WHM & Windows-based IIS cloud server administration, backups & restores of company websites.- Assisting businesses with website network configuration: global DNS, MX, CNAME.- Apple OS X 10.7/10.8/10.9 & Microsoft Windows XP/7/8 support to 100’s of supported businesses.- On-site networking - cabling/switches/routers/firewall settings, NAT, Port Forwarding.

Norwich, Norfolk, Gb

- Apple Mac OS X 10.6-10.9 support, Office 365 (Hosted Exchange).- First and second line technical support via telephone, on-site and/or remote.- Server 2003/2008, Windows XP, 7 & 8, Office 2007-2013.- Helpdesk Tools: Zendesk, AVG Managed Workplace.

- Server 2003/2008, WDS, Windows XP, Windows 7.- MSP support to NHS Hospitals across four UK domain-joined sites

- 1st / 2nd line IT support to a school with 850 staff & students.- Microsoft Windows Server 2003/2008, Hyper-V, AD, WDS, Print Servers