Jeffrey Gates

ad3eum@r.postjobfree.com

817-***-****

Fort Worth, TX

Senior IT Operations Manager

Help Desk Management Tier 1&2 Support Mobile Operations Mobile Device Management Global Support

Major Account Support Service Delivery-- Onsite-Remote BMC Remedy ServiceNow Disaster Recovery

Linux System Administration iOS, Android VMware Workspace ONE BlackBerry Good for Enterprise IM, Mail, Servers Security

Senior IT Network Operations Manager with over 18 years of experience leading network support teams and Tier 1&2 service delivery operations for industry-leading IT consulting firms and an international insurance company. Well-versed in setting up systems and processes to deliver support to sites and organizations with thousands of users and devices. Technical and operations experience with highly specialized MDM platforms, including BlackBerry Server, Good for Enterprise, Lotus Notes/Domino, VMware’s AirWatch/Workspace ONE.

Career Experience

IT Field Support - Insign Services

(April 2023 - Present)

Sr. Mobility Engineer – Insight Direct, USA (October 2021 – February 2023)

Part of a team of engineers responsible for supporting mobile device management for multiple clients of Insight Direct – an IT services organization.

Provide primary support for Wal-Mart – nearly one million Android mobile phones throughout the country.

Provide process documentation pertaining to tools and products in use to support Workspace ONE (formerly AirWatch).

Provide support for multiple Workspace ONE clients of Insight

Mobility Operations Manager -- American International Group (AIG) (Jun 2014 – July 2021)

Managed a global team of five Tier II analysts in delivering IT support for corporate mobile device access and operations. The team provided services and solutions for approximately 18,000 users and more than 21,000 devices (80/20 iOS/Android) in AirWatch/ VMware's Workspace ONE across the enterprise.

●Leadership -- Developed and implemented strategies that achieved greater than 95% service level agreements– exceeding SLA targets. The group received and processed 250-300 requests monthly– solving 80% tier-two mobility-related escalations during the first contact.

●System Migration -- Assisted in the consolidation and migration from BlackBerry Server and Good for Enterprise to a global AirWatch MDM platform.

Continuous Improvement –Created and executed a plan to expand and optimize the performance capabilities of the Good for Enterprise Mobile Device Management (MDM) solution that supports 20,000 devices and 18,000 users.

●Commissioned regional Good for Enterprise clusters in the UK for EMEA, Kuala Lumpur, Malaysia for APAC, and Japan. The system performance stabilized and enabled the seamless transition to AirWatch/Workspace ONE.

Systems Engineer III -- Dell/Perot Systems (May 2006 – Oct 2013)

Provided MDM support services to a portfolio of Dell/Perot Systems clients. Services included system administration and maintenance (upgrades, patches), tier-1 diagnostic and repair, and implementing enterprise servers, Blackberry, iOS, Android devices, and Lotus Notes email environments.

●Developed mobile solutions for several tech clients, BlackBerry, AirWatch, Good for Enterprise, and the healthcare sector, VHA, and Jewish Hospitals.

●Collaborated with a large healthcare operation to optimize a Lotus Notes/Domino environment running Linux OS. Learned Linux OS and stabilized the Lotus Notes/Domino client-server software platform. The new Linux knowledge and results enabled Linux-based Lotus Notes/Domino's addition as a service offering.

Systems Support Specialist -- Atos Origin (Sep 2004 - May 2006)

Delivered tech support (remote and on-site) to clients of Atos Origin, a global information technology service and consulting company. Provided Schlumberger & Royal Philips' oil field operations with Lotus Notes and Sametime Instant Messaging support that enabled real-time communications between field workers and the home office.

●Diagnosed and repaired a business-critical IM chat application that virtually stopped working. Traveled to the customer's site and determined that rebuilding the system as the most efficient way to bring a stable, reliable system back online. Rebuilt and tested the system in three days.

Systems Engineer III – IBM Global Services BNSF (Sep 2002 – Sep 2004)

Provided local IT support (Lotus Notes email, database systems) for Burlington Northern Santa Fe Railway in Fort Worth, TX. Wrote user and technical documentation.

●Implemented development and production processes to maintain a controlled break/fix and maintenance practice for the 24/7 environment. Created a structured, controlled test environment outside of production in conjunction with development to isolate the production environment from other environments.

Education and Professional Development

Bachelors of Arts, University of North Texas

AirWatch Accredited Enterprise Mobility Associate

Samsung Knox Certified Associate

Samsung Knox Certified Professional

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