Sr. Desktop Engineer

Gregory A. Hamilton

*******.********@*****.***

Phone: 410-***-****

https://www.linkedin.com/in/gaham492

EXPERIENCED INFORMATION TECHNOLOGY PRINCIPAL

Infrastructure Management ● 30+ Years Progressive Roles on High Performance Technology Teams ● Team Leader

Product Lifecycle Management

Vender Management

Scripting

Visual Studio

Desktop Virtualization

ITIL Foundations

Project Management

Organization Leadership

Imaging technologies

Windows Installer

Deployment Technologies

Professional Experience

Atos

7/2013 – 10/2016 Gaithersburg, MD

Infrastructure Management Principal

Client: Marriott International

Leadership role with accountability for Imaging processes for approximately 160,000 endpoints. Developed and maintained processes for Windows 7, Windows 8.1, and Windows 10.

Tasked with designing a new OS image process to be implemented for Windows 10.

Worked on Virtual Desktop initiative for offshore developers, was also leveraged for compatibility testing of applications for Windows 10. This facilitated testing of 3000 applications within a 90 day period by the individual business users.

Conducted interviews with new job candidates and forwarded recommendations to team management.

Trained new engineers on hardware and software certification processes

Maintained configurations for 96+ laptop and desktop models.

Maintained 8 Application load profiles for the Application Installation process.

Developed and implemented “Overlay” process to allow non-standard devices on the network and still meet the client’s security requirements. Deployed to an estimated 1000 devices, saving an estimated $5,000 in development cost for each unique model.

Primary point of contact to approximately 700 worldwide hotel system administrators for image processes and master repository maintenance.

Performed monthly security updates to master image to ensure application and OS security vulnerabilities were addressed enterprise wide.

Developed, maintained and utilized custom code as warranted for the Desktop Engineering team. Applications were written in VBSCRIPT, WINBATCH, .NET and POWERSHELL.

Familiar with patching systems such as BIGFIX

Marriott International

1/1999 – 6/2013 Bethesda, MD

Senior Technical Analyst

Desktop Engineering – performed application certifications, assisted with UAT testing for the enterprise. Facilitated testing and packaging through two OS migrations, Windows 98 to Windows XP, and Windows XP to Windows 7. Estimated that 1200 packages were tested each time.

Maintained UAT testing Lab and worked closely with both engineering and testers resulting in time for package adjustments and corrections to be reduced from 1 week to 2 days.

Hardware Certifications – performed final hardware testing of driver integration for Windows 7 images.

Worked closely with 8 profile owners to implement changes, updates and testing as warranted. Usually on a quarterly basis.

Member of the PC Advisory board, providing technical guidance and recommendations on vendor and model selections.

Special Projects – was routinely engaged by Management for ad-hoc request which were unique and not met by existing hardware and software processes. Goal was to always have a repeatable process which could be utilized to allow use in the Enterprise.

Developed and maintained Printer Management solution, for 4 vendors and 8,000 endpoints. Once it was fully implemented security policy could be reported and managed throughout the Enterprise.

Support Lead – Supervised a large team of 50 members providing network support. Performed all HR and employee mentoring functions. Lead team in significant increase in productivity by reducing the average time to answerer from over 5 minutes to under 1 minute. Increased first call resolution to over 75% by implementing cross team training, and knowledge sharing. Led weekly training sessions and promoted positive reinforcement.

Support Analyst – Worked as the PC and networking expert for a small team supporting one of the first global desktop applications in Marriott (DFS/WIN).

National Accounts – worked with the Regional Sales offices in North America supporting their Novell and MICROS based sales systems.

Computer Aid

7/1997 – 12/1999, Wilmington, DE

Support Specialist

Client: Marriott International

Support Analyst – Provided on-site desktop support for Marriott Corporate office approximately 2000 users.

Green Team – selected from pool of 300 candidates for Computer Aids unique management training.

Sentient Systems, Inc.

8/1992 – 6/1997, Kensington, MD

Customer Support Manager – Served as technical lead for 6 member team, providing support to in-house hardware and medical billing software. Performed hardware analysis, inventory, and break/fix measurements to allow for better hardware selections. Maintained 200 user network.

Routinely served as internal escalation point and leveraged for engagement on the more difficult situations.

Managed 500,000 dollar warranty replacement hardware inventory.

Entre Computers

5/1983 – 7/1992

Technical Lead

Network Engineer, delivered, installed and setup of Novell Servers and clients for small businesses.

PC technician, performed IBM and Compaq warranty repairs, upgrades, and new installations for retail Computer Store.

Technical lead for small team of 4 installers. Provided daily schedule and work allocation.

Created instructional materials and performed both classroom and on-site instruction.

Certifications

ITIL v3 Foundations

Microsoft MCSE

Novell CNE

Education

Anne Arundel Community College

Microsoft TechEd, 2008

Microsoft Imagine Academy - current

Plurasoft Technical Training - current

Microsoft Virtual Academy – current

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