Justin A. Jideonwo

301-***-****

ad2b1d@r.postjobfree.com

SUMMARY

OVER 7+ years focused IT professional with proven ability to work well with end users with proven expertise to manage end user support. Experience in supporting enterprise level mobile device users in a secure environment. Technical experience with corporate account post-sales support of mobile devices utilizing Mobile Device Management tools to plan, configure and manage mobile devices in the enterprise

U.S citizen – Authorized to work in the United States.

Professional Experience

7-Eleven Inc Irving, Texas

MDM Engineer/Wireless Engineer Mar 2020- Present

Migrating 10,000+ enterprise users from prem to the cloud/Windows 7 to Windows 10

Delivering excellent customer service while configuring, designing and implementing Office 365 and SCCM environments

Configure of IOS and Android devices from beginning to end of cycle including enrollment of Apple DEP program for new hires and termed staff

Orders new devices (iPhone, iPad and Android phone) for new hires including replacement of damaged devices and shipping them to remote users

Delivers final step of onboarding process for new employees with setup of company issued laptops, cellphones (Android, IOS and byod’s) and iPads

Assist with setting up Active Directory to Microsoft Azure Active Directory

Working knowledge of Exchange Active Sync, Apple DEP program and certificates

Basic knowledge of Active Directory and networking concepts such as TCP/IP and other networking protocols and services; DNS, WINS, DHCP, Routing and MAC

Wireless testing of 7-11 stores using Accelerate View, Open Signal and Cradlepoint Netcloud to determine which carrier (AT&T, Verizon, T-Mobile) will provide the best internet service to receive daily cash transactions, video surveillance footage, money order transactions, etc.

Provided the second level of support to end users by handling service requests that have been escalated by lower tiers

Work with customers to design, develop and implement modern security solutions leveraging windows defender, Intune

Enrollment & management of devices with Intune company portal app

Creation of management profile with Intune to secure devices

Documented workflow and established standards to resolve routine and newly reported issues

Identified IT productivity issues and provides troubleshooting, leveraging knowledge management practices, with the goal of remediating incidents

Monitored and informed management of changes in Application performance

Provided support for LAN, remote (VPN, RDP, Citrix) access, and resolve basic Email connectivity issue

Marcy Consulting Limited Owing Mills, Maryland

Enterprise Mobile Device Support Consultant November 2018 – March 2020

Manage end-user mobile device related service change requests

Track and maintain assets of mobile devices assigned to end-users via MDM portal

Troubleshooting end user Migration failures, configuration issues with Office 365

Provide support for over 5000 end users with regard to initial provisioning, onboarding, security awareness training and off-boarding of mobile devices

Collaborate with IT security engineers to design mobile apps black list and white lists

Initialize service with service providers

Update account records with appropriate mobile device plans and features and warranty replacements

Support the deployment of mobile devices and mobile applications, enrollment, troubleshooting implementation and connectivity issues

Track and ensure mobile devices are used within assigned geo-location

Interface with mobile device service providers for account provisioning

Configure device policies e.g password requirements, Security settings

Integration & migration of mobile devices to Office 365

Coordinate and serve as subject matter expert to help desk analysts to resolve tier 2 mobile device related issues

Monitor and track incidents in the ticketing system in support of the incident

Assigning/ resolving high priority tickets and taking action within the expected response time.

Utilize ServiceNow to track, monitor and resolve mobile device related events and

AmerisourceBergen Rockville, MD

Technical Support Specialist Helpdesk Technician Oct 2016 – Jan 2018

Provided level 1 and 2 technical support for 150+ users. Ensured quick resolution of user concerns and escalated more complicated issues to Helpdesk managers.

Maintained workstations updates and re-imaging, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets. Ensure system security for desktop, mobile and cloud environments.

Respond to client account questions including billing and field service requests

Maintained up to date knowledge of all company products, service procedures and offerings to properly assists clients

Consistently exceeded expectations for customer satisfaction and call volume

Escalated service questions to appropriate client representatives

Managed ticketing queues in a timely manner to maintain defined Service Level agreements

Perform post resolution follow ups to help request

Aircraft Service International Group Arlington, VA

Help Desk Support Technician Tier1/ 2 Nov 2014 – Sep 2016

Analyzed and evaluated effectiveness of IT programs or operations in meeting established goals, measures, and objectives. Documented problems to create reference log for technicians and for training purposes.

Provides the second level of support to end users by handling service requests that have been escalated by lower tiers

Provided guidance, coordinate training, and evaluate performance of subordinate support staff

Followed documented workflow and established standards to resolve routine and newly reported issues

Provided updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication

Education & Certifications

Montgomery College Rockville, MD

A.A. in General Studies – IT Systems and Technologies In Progress

CompTIA (A+, Security+ )

Computer Skills

Software: Microsoft Office (Word, Excel, PowerPoint, Outlook), Google Apps, Microsoft Azure, AirWatch VMware App, Active Directory, Adobe Photoshop, MAC OS, Microsoft Windows 10, NetWare Servers, and Citrix, IBM Maas 360, Microsoft Intune, MobileIron, Citrix Endpoint Management(CEM) Office 365, POS (point of sale) Support, PMS(Property management System)SQL Server integration services, Relational database management system (RDBMS), Apple Business Manager (ABM), Open Signal

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, and Modems

Platforms

Windows, iOS, Android

Applications

ServiceNow, Zendesk, Freshdesk, Microsoft Dynamics NAV, Norton / McAfee Antivirus, Symantec Backup Exec, Symantec Ghost Solution Suite, Norton Internet Security

hardware

iPad, iPhone, Android devices, iMacs, desktops, laptops, printers, scanners

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