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Technical Support

Location:
Chapel Hill, North Carolina, United States
Posted:
January 25, 2018

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Work Experience

AutoNation Inc. – November **** – Current

PC Operations Team Lead (Second Level Support)

Key responsibilities:

Supervised and provided technical assistance for 8 level II remote desktop technicians in all aspects of a lead technical role and supervisory functions such as schedules and ADP time clock management.

Managed day to day operations of the HP Service Desk ticket work flow for escalations, break/fix and Move add Changes (MACs)

Maintained above 90% SLA on time criteria set by the business

Provided metrics on SLAs for management

Designed and implemented the Air Watch architecture for mobile device deployment

Created provisioning profiles to enhance security on iPads

Published Web Clips-applications links on iPad desktop

Deployed applications with Air Watch, Mobile Iron and Apple Configurator

Supervised devices with Apple Configurator for enhanced security

Track devices with Air Watch, Mobile Iron and ICloud

Imaged mass PCs for new store acquisitions in a mini config-center with SCCM and a Gig Cisco switch.

Handled all logistics of shipping and receiving equipment for various project (FedEx).

PC Operations Analyst - AutoNation Inc

Key responsibilities:

Provide technical and user desktop support for over 33,000 users in the field and corporate

Head quarters’ via email, phone and onsite services – with call volumes of over 30,000 per month

Created provisioning profiles to enhance security on iPads

Published Web Clips-applications links on iPad desktop

Deployed applications with Air Watch, Mobile Iron and Apple Configurator

Supervised devices with Apple Configurator for enhanced security

Track devices with Air Watch, Mobile Iron and ICloud

Imaged mass PCs for new store acquisitions in a mini config-center with SCCM and a Gig Cisco switch.

Handled all logistics of shipping and receiving equipment for various project (FedEx).

Apple IOS engineering to customize an AutoNation- IOS image, and MDM provisioning profiles for mass iPad deployments with Griffin Multi-Docks, Mac-Minis and Apple Configurator (Supervised devices)

Windows XP to Windows 7 migration; 17,000 workstation environment

AutoNation Help Desk Analyst

Key responsibilities:

Created HP Service Desk ticket work flow for escalations, break/fix and Move add Changes (MACs)

Incoming calls to the Helpdesk

Creation of a service call ticket for each call

Assignment to appropriate Workgroup

Process of emailed requests to the Helpdesk; creating a SC ticket

Closing out of SC tickets

Processing various HD ticket queues:

SMU Misc

AN Helpdesk Call Backs

and Personal HD tickets

ProMed Clinical Services, FL - November 2004 – November 2005

Lead Data Base Support System Technician

Key responsibilities:

Create and maintain Enterprise Databases in a Client/Server Environment using SQL Server 6.5 and SQL 2000 for over 175 Servers

Implementation of physical database models supporting various business applications and tables in a Windows 2000 Server Environment for 200+ hospitals

Substantial experience with TCP/IP in a LAN/WAN with Cisco, MS VPN, VNC adapters and PC Anywhere Application for the purpose of Remote Access

Using Ghost utilities and manual Staging of Windows 2000 Server

Over seeing Networks ranging from 10 to 150 workstations. Providing after hours/24 hrs. support on weekly/monthly basis of rotation

Computer Associates, NY - August 1999 – February 2004

Level 1 Unix and NT support

Monitor the ticket queue in a mixed NT and Unix (Solaris) environment consisting of over 280 servers

Use of TNG Unicenter and Advanced Help Desk software (AHD) to monitor the servers

Check the file system utilization, cpu utilization, the uptime of the server, verify monitoring agents are running

Monitor NT server’s file systems, cpu utilization, memory utilization, Dr Watson errors

Use of Legato, NetBackup and Arcserve software

Technologies

HP Service Manager Remedy Ticketing Systems

Active Directory Windows 3.x to 10 Microsoft Office Suites

McAfee EPO

Apple IOS engineering Mac OSX Server Mac Lion & Mavericks

Air Watch Administration Mobile Iron Administration

References Available Upon Request



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