Project Management Technical Support

Gerald Davidovits

Lawrenceville, GA ***** 229-***-****

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

linkedin.com/in/gerald-davidovits-58a150203

Technical / Solution Architect /Intune SME

Insightful leader with over 15 years in technical support and project management.

Articulate, methodical professional with history of progressive responsibility and track record of achievement in technical support operations, project management, information security, and network management leveraged to contribute to company operations as IT manager or help desk manager. Motivated self-starter well-versed in ITIL and industry best practices to align IT operations with business objectives. Established the cross-functional representatives for the migration. Demonstrated track record of managing small- and large-scale technical projects from start to completion with on-time, on-budget deliverables. Skilled in enterprise software and infrastructure deployment, maintenance, and upgrades. Skilled in driving operational efficiency through process improvement and system implementation. Analytical thinker with unwavering commitment to delivering best-in-class, white-glove level customer service and professionalism for end-users with varied technical skills.

Highlights of Expertise

Technical Troubleshooting

Computer Repair

Software Deployment

Customer Service

MDM (Mobile Data Management)

Network Security

Software Installation

Knowledgebase Management

AirWatch deployment

Desktop Support

Server builds

ITSM processes

Workspace One Migration

MDM (Master Data Management)

System imaging

Microsoft Endpoint Manager

MobileIron

Project Management

Asset Management

MDM (Mobile Device Management)

Information Security

ITIL Platforms

Mergers/Acquisitions

Maas 360

Windows Migration

ServiceNow

Professional Experience

{Technical Architect} TCS (Tata Consulting Services)

Intune / Support Consultant (10/2022 –10/2023)

Responsible for assessment of current Intune infrastructure, integrations, and requirements working across platforms with Windows, AirWatch, and ServiceNow teams.

Performed tests with various use cases of migration from WS1 and new enrolments in Intune.

Validated all the Configurations in test devices and confirmed with SME’s.

Worked on the migration process from MobileIron/WS1 to Intune.

Documented the results, updated the issues tracker and signed-off on testing.

Worked with Asset Management Project managers to create a Change request by following the existing change management process.

Configured Production environment along with integrations as per agreed design along with dependent device platforms configurations of Apple ABM, Android Enterprise, Samsung KNOX

Pilot testing for the end-users, supported users during transformation.

Resolved any issues identified during the pilot phase, updated the issues tracker.

Identified any issues/challenges/risks for any sectors migration and updated plans for the migration accordingly.

Create SOPs, KB articles for end users and support teams, and agreed upon project documentation.

Tracked and created known issues and resolutions with documentation.

Worked with OEMs for issues, product bugs etc.

Participated in overall migration planning, schedules in all the phases of POC, pilot and production rollouts.

Enabled BAU Support teams with KT and handover documentations.

Development of Business Continuity and Recovery Documentation.

Implementation and oversight of Microsoft Endpoint Manager,SCCM, Intune configuration policies, Windows Autopilot, Office 365 services, Active Directory Federation Services, Azure AD Connect

Familiarity with SSCM,Azure Active Directory and Conditional Access Policies

Research, design, develop, and deploy Microsoft 365 (M365) Modern Work solutions, Unified Endpoint Asset Management, and proof of concepts.

Knowledge and experience of Microsoft Modern Workplace solutions, including Windows 10/11 Enterprise Mobility + Security.

Supported Office Azure Authentication and Identity Protocols

Familiarity with EUC security products; Antivirus, Anti-Malware including the Windows Defender

Familiarity with End user experience monitoring tools, OS and Software distribution technologies.

Knowledge and understanding of enterprise networks and integration with SaaS platforms.

Excellent analytical and decision-making skills.

Excellent understanding of ITIL and related processes.

Awareness of Enterprise Architecture frameworks (TOGAF)

Architectural knowledge and experience with creating High Level Designs and reviewing Low Level Designs created by engineering SMEs

(Intune and Citrix Endpoint Manager SME) GAC Solutions / Spiritaero Systems

Intune / Support Consultant (3/2022 – 6/2022)

Administering, supporting and Integrating Mobile Device Management infrastructure in the enterprise environment

Monitor and track incidents and trouble call in the ticketing system in support of the incident and problem management process; recognize high priority tickets and take action within the expected response time

Worked on the migration process on Workspace.

Hands on experience in supporting Mobile Device Management platform

Configuration of MDM Enrolment by SMS, EMAIL, Agent based for all the mobile platforms (iOS, Android, Windows)

Worked on Mobile Application Migration Asset Management.

Ability to isolate the issue to be Citrix Endpoint Manager related, first or third party Application related or device related

Troubleshoot MDM related issues (server specific as well as end user device issues)

Assist end users (via telephone and/or e-mail, when needed), with a wide range of questions, problems and requests with their connectivity needs

Follow up with end users when a support ticket is closed to ensure the problem has been satisfactorily resolved

Monitor and track incidents and trouble calls in ticketing system in support of the incident and problem management process; recognize high priority tickets and take action within the expected response time

Update all assigned tickets capturing troubleshooting activities and resolution

Must have the exposure to iOS and Android Mobile Application Management, Mobile Security Aspect, IPsec, firewalls and Security Protocols.

Resolve escalations from the L2 and handle support requests

Perform monthly housekeeping activities and reporting

Perform daily health check on the MDM systems and take corrective and preventive actions as appropriate

Create, maintain, and update the Runbook and SOP documentation for all MDM services

General Citrix Environment Manager knowledge

Basic Phone understanding for both Android and iOS

Familiarity with MacOS, Android Studio

Managing, maintaining, monitoring, and troubleshooting Citrix Endpoint Manager solutions

Backing up components in Citrix Endpoint Manager environments

Updating components in Citrix Endpoint Manager environments

Ticket system navigation Knowledge of ITIL processes

(Intune Consultant) ACS / Wipro

Intune Consultant (1/2022 – 3/2022)

Working knowledge of MDM, MAM, App protection policies in both MAC (JAMF Intune) and windows environments

Familiar with Intune Application packaging and app deployment

End to end administration of Microsoft Intune platform for Android, iOS,

Windows 10 devices (Autopilot) Devices

Configuration of Windows update rings

Configuration and Implementation of Microsoft EMS Intune (MAM and MDM).

Good Knowledge on Microsoft Intune for both Topologies (Standalone + Hybrid).

Creating application in MS Intune and make it available in Company Portal.

Security & Compliance features.

Strong knowledge of Microsoft 365 products.

Support Azure /Intune Active Directory and understand basic operational routines of Directory Services.

Knowledge of Intune\MEM (Microsoft Endpoint Manager) -Working knowledge of Autopilot and other provisioning methods.

Implementation of policies using configuration profiles.

Device Compliance using Intune.

Configuration of Windows update ring.

Troubleshooting of Application deployment.

(Intune /Microsoft Endpoint Manager SME) Habitat for Humanity International (HFHI)

IT Infrastructure Project Engineer II (9/2021 – 11/2021)

Responsible for technical deliverables and Project Management for IT Operations and IT Infrastructure organization. Position gathered IT requirements and translated those into achievable goals and milestones for implementation. This position provided architectural and technical support for the IT Operations environments. Responsible for driving complex, high priority, projects or component phases of larger programs. Accountable for delivering projects on time, within budget, and within scope. Aligned IT services with business needs based on ITIL (Information Technology Infrastructure Library) practices for IT service management (ITSM) while also serving as a technical resource with the IT Infra Operations group. Managed the life cycle of projects from approval through implementation and evaluation of all project deliverables. Managed external vendors and consultants to ensure satisfactory delivery of projects. Actively identified technical issues and concerns that affect business operations and provide detailed solutions.

Working knowledge of MDM, MAM, App protection policies in both MAC (JAMF Intune) and windows environments

Functioned as a Project lead for task assigned as well as a Technical resource

Defined IT technical requirements and translated into actionable task\projects

Manage small to medium technology-based business solution projects from requirements gathering and analysis through design, construction and delivery.

Delivered technical solutions with proven Project Mgmt skills that aligned with CIO & company strategies.

Developed and maintained positive working relationships with team members, and stakeholders; and infrastructure engineers throughout the project lifecycle. In the case that a functional project manager has overall project responsibility, worked closely with that functional PM.

Provided detailed documentation of processes & procedures

Implemented IT solutions related to IT Operations and IT Infrastructure

Analyzed and resolved complex systems problems including isolation and resolution of hardware and system software problems.

Analyzed hardware and software for performance and made recommendations for systems and upgrades.

Provided training for Operations staff and end user community on IT solutions

Sumeru (NCR)

Software Support Analyst/ Training Developer (8/2021 - 9/2021)

Position required exceptional knowledge and extensive study of all NCR DI core and Third-party vendor products; including collaborative skills and the ability to build strong partnerships with various cross-functional groups throughout NCR, DI Solutions. A professional and positive demeanor to collaborate about the services and consultative nature of this position. Primary and forefront goal for team members is to service high-profile customers in the most efficient and beneficial manner possible. A deep understanding of their setup and ability to consult and advise on best practices. Primary interface with the customer (assisted and self-support) to get up and running, diagnose and resolve problems, match the customer to the right offering, recommend and train customers how to best use the offerings and provide other value-added services. Applied defined practices, procedures, and company policies to troubleshoot and resolve known issues and address routine customer questions for training development. Ability to work on assignments that are routine or semi-routine in nature. Followed standard practices and procedures. Identify, communicate, and potentially participate in process improvements. Framed and escalated most issues that are not found in existing resources that support software support. Received detailed instructions on most assignments; follows established procedures on routine work. Framed, updated and re-used knowledge and provided input to existing knowledge or framed the problem to be solved. Created knowledge content (articles) when they have a known solution that is not documented.

Exceptional Customer Service Skills

Clear, concise case documentation

Knowledge Base contributions

Process improvement recommendations

Ability to manage cases and work projects concurrently

Effectively documents and shares problems and solutions

Strong independent contributor as well as supportive team member

Analyzes and diagnoses problems and applies known solutions.

Communicates (verbal and written) complex issues in ways that the customer easily understands and can apply the solution.

Technical understanding of software development and associated processes.

Must have excellent oral and written communication skills, strong customer orientation, and good organizational skills.

Demonstrated process orientated, self-motivated, and creative skills.

Peritussoft (Cognizant / Clorox)

Project Engineer (Contractor) (3/2021 – 6/2021)

Partnering with client and Microsoft engagement to create and deploy best practice mobile device management solution utilizing Autopilot /Intune /Endpoint manager. Configuration of Microsoft Intune software and Autopilot. Demonstrated knowledge of the Autopilot/ Intune product and service offerings and experience in migrating, configuring and providing training and knowledge transfer to technical staff to implement Intune as the Mobile Device Management (MDM) solution. Performed Intune implementations. Delivered proven consulting experience as a key technical resource leading the development and delivery of ITSM solutions in the client environment.

Extensive knowledge and experience with:

Intune / Microsoft Endpoint Manager and SCCM

Autopilot

Asset Management

GPOs and Intune Policy management

Windows 10 and OS Deployment

PowerShell

Windows application and device control technologies

Technical writing skills

Multi-platform device testing

SecureDoc Encryption

OKTA authentication

Supplemental:

Good understanding of:

MDM

Azure Cloud and Microsoft 365 fundamentals

Application Packaging

Georgia Department of Community Affairs, (Contractor), Atlanta, GA

Asset Management /Imaging Consultant (01/2021 – 03/2021)

Provided Asset Management and Inventory advise on process, procedures and controls for hardware and software deployment.

Laptop Image planning and preparation, as well as the imaging of the laptops for distribution.

Distribution of new equipment to community members in need.

Insight Enterprises, Inc (Brown & Brown Insurance), (Contractor), Alpharetta, GA

Technical Support Specialist Sr (2020)

Provided first level help desk technical support in a collaborative work environment utilizing phone, chat, text, video and email communication methods. Ensured high-level customer satisfaction by analyzing problems pertaining to technologies used and requiring support throughout the enterprise. Proficient in problem solving using technical knowledge and the knowledge gained through collaboration. Utilized team collaboration, diagnostic tools, service aids, product schematics, and all other available product information in the assessment and resolution of equipment failures, software problems or technical issues. Provided remote support and deskside support.

Have introduced and implemented change and have made recommendations of change to Management.

Continually demonstrated expertise in resolving intricate technical issues through in-depth research with professionalism, as well as providing rapid-response, white-glove user support for difficult cases.

Established excellent understanding of Customer relationships and Service Management.

Demonstrated the ability to quickly build credibility and trust relationships with Senior Levels.

Utilized ServiceNow ticketing system to address issues from end-user clients

Produced SQL queries to research recurring issues in the knowledge management database

Knowledge of system imaging and the impact on the installed OS and apps

Knowledge and experience with Active Directory management

Experience managing/supporting Office 365 users (email, Office, Teams)

Varian Medical Systems Inc, Atlanta, GA

Desktop Support Specialist III (2013 - 2019)

Held responsibility for providing end-user support for mobile devices, wireless equipment, scanners, printers, peripherals, hardware, software, VPN, audio/visual (A/V) conference systems, remote facilities and users, smartphones, and other technologies within a large corporate environment; conducted routine maintenance for system configurations and requisite documentation. Prioritized and allocated responsibilities based on urgency and severity. Supported technologies utilizing Windows 7 and Windows 10 operating systems, as well as iMacs; installed, moved, added, and changed software and hardware. Used ServiceNow to monitor customer queries and incidents for prompt resolution. Conducted research for technical troubleshooting in alignment with company knowledge base (KB) articles. Responded to customer needs as needed after hours to provide executive technical support; Managed user data including backup, restoration, and migration. Tracked available inventory to ensure timely repairs and minimize downtime, audited assets per company guidelines.

Managed team for provisioning new hires prior to HR orientation, providing hardware and IT training

Managed acquisition team projects from start to finish,

Led Asset Management program and provided guidance and interface between the technical teams and the clients.

Completed extensive initiative to migrate from Windows 7 to Windows 10 which included corporate upgrade from Office 2010/2013 to Office 365, mitigated issues and prevented downtime

Have introduced and implemented change and have made recommendations of change to Management.

Continually demonstrated expertise in resolving intricate technical issues through in-depth research with professionalism, as well as providing rapid-response, white-glove user support for difficult cases.

Recommended a process to set up a centralized point of contact for collaborations with hardware support vendors, expected to save time in the management process, efficient troubleshooting, minimizing customer downtime, and improve asset control.

Knowledge of system imaging and the impact on the installed OS and apps

Knowledge and experience with Active Directory management

Experience managing/supporting Office 365 users (email, Office, Teams)

Recommended process for unifying processes of HR, Onboarding, and IT provisioning teams. Managed team meetings which facilitated onboarding and provisioning of new hires. Process improved asset management and provisioning time.

Implemented a hardware diagnostics process designed to reduce time spent and resultant expenditures, now standard for the company.

Provided complete support for AVI conference rooms and group meetings through Cisco, Webex, and Teams

Experience working with MDM tools – MS Intune, AirWatch or XenMobile

Managed decommissioning of AirWatch managed devices and enrollment of Intune / Autopilot devices

Took the initiative to set up equipment for C-level users in their homes, including installing videoconferencing equipment, network routers with VoIP capabilities and firewalls, upgrade requirements, as well as peripheral functionality and equipment troubleshooting after hours upon request.

Collaborated and provided guidance with other teams to resolve reliability and compliance issues

Utilized ServiceNow ticketing system to address issues from end-user clients

Implemented system updates and software with SCCM and mobile device updates with Intune MDM

International Business Machines (d/b/a IBM), Atlanta, GA

Deskside Support Representative (2012 - 2013)

Fielded queries from customers on a remote basis to run diagnostics and resolve hardware and software issues in alignment with company help desk protocols; provided customers and end-users with suitable courses of action based on their needs and circumstances. Assisted customers in Blackberry and smartphone setup, including email client setup. Imaged and re-imaged hardware as needed. Identified situations requiring urgent attention; forwarded customers with technical issues outside job description to the appropriate department or team members. Utilized available resources to research technical matters, as well as the ServiceNow ticketing system to prioritize requests and manage workload. Generated activity reports help desk interaction logs, and problem resolution documentation to maintain accurate records.

Regularly displayed excellent customer service acumen, with innate ability to understand their needs to provide quality service.

Advantage Technical Resourcing, Atlanta, GA

Field Technician and Installation Technician (2011 - 2012)

Maintained documentation for daily operations in accordance with company guidelines. Generated tickets for Network Field Operations support; installed printers, copiers, and desktop systems. Deployed software and updates for enterprise users; conducted site surveys to evaluate deployment for desktops, printers, and copiers. Reviewed business requirements for enterprise customers through phone surveys. Collaborated with team members to complete deliverables in alignment with customer specifications.

Successfully covered a large territory in record time through impeccable organization skills.

Successfully completed a record number of software installations on servers for veterinary clinics throughout the Florida Panhandle, and earned the additional responsibility of serving as the primary point of contact for the clinics' software installations through excellent time management skills.

Allegis Group, Inc (d/b/a TEKsystems), Atlanta, GA

Technical Services and LAN Coordinator, Help Desk (2008 - 2010)

Managed Cisco Aironet WLAN technology for numerous sites, as well as three equipment refresh rollouts for corporate asset management (SSCC). Utilized Remedy ticketing system for Tier 3 technical support, as well as break/fix support for hardware and peripherals. Directed server replacement deployment for multiple locations including the design laboratory and corporate offices. Directly oversaw cabling and network management for a new reclamation facility, as well as design laboratory consolidation activity. Assisted customers over the phone for technical troubleshooting. Served as network administrator for network maintenance, installation delivery and changes, and user interface and access engineering plans.

TEKsystems, Inc, Atlanta, GA

Field Service Engineer and Computer Technician (2007 - 2008)

Reviewed forms for capital expenditures and billable hours upon receipt. Directed inventory assessments and data management projects for NCR, barcode scanner and printer setup and configuration for PB, cabling project completion for GCS, and server replacement deployments encompassing numerous locations and corporate offices for HP, IBM, and Dell. Completed cell tower site surveying and radio frequency (RF) mapping for Marconi, Alltell, and 911.

Earned promotion to Technical Services and LAN Coordinator, Help Desk in 2008 by demonstrating excellence in customer service, daily responsibilities, project management, and team leadership.

Played integral role as a major contributing technician on a project dedicating to replacing Maxtor hard drives in 186 Wal-Mart pharmacy locations throughout Georgia, and leveraged familiarity with the local area to schedule installation appointments, reduce costs, data loss, and minimize downtime.

Ettain Group (d/b/a CHS), Augusta, GA

Infrastructure Engineer, Nashville Corporate Office (2008 - 2008)

Supported printers and labelers for enterprise usage, as well as infrastructure, network, and hardware issues onsite after project completion. Orchestrated implementation and rollout of a hospital point-of-issue (POI) system for a pilot project. Relayed updates and status reports regarding equipment purchases, cabling, budgets, milestones, and deployments to stakeholders throughout the project lifespan. Secured approval for technical proposals through customer presentations. Successfully completed hardware assessment and requirements for legacy systems, as well as an in-progress cabling project.

Additional experience as Field Service Engineer and Computer Technician (2003 to 2006) for Allegis Group, Inc (d/b/a TEKsystems) in Atlanta, GA

Education and Credentials

Master of Science in Information Technology, Specialization in Project Management, 2013

Capella University

Bachelor of Science in Chemistry, Minor in Mathematics

Mercer University, Atlanta, GA

Certifications

Dell certified (hardware and software)

Six Sigma Yellow Belt (2018)

Microsoft A+

Lenovo Notebook Systems Service Training (RTD06-R1) and (RXWT0-R1) certified

Memberships

American Association for The Advancement Of Science (2017)

Project Management Institute (2013)

Technical Proficiencies

Platforms

Windows 7/8/8.1/10, Mac OSX/iOS, Linux Red Hat/Fedora/Ubuntu

Tools and Software

MS Office Suite (Word, Excel, PowerPoint, Outlook, Access, Teams, Visio, Project), MS Office 365, MS Exchange, AutoCAD, Adobe Acrobat, Jira Collaboration software, Symantec Security Suite, Skype for Business, Microsoft Endpoint Manager, Intune, Autopilot, Bomgar, TeamViewer, Remedy Helpdesk Tracker, WebEx, Avaya One-X, Cisco (Jabber, AnyConnect) Varian VIT Connect, SecureDoc Encryption, SharePoint, MS SQL, Windows Deployment Tools, MS System Center Configuration Manager (SCCM), Auto-Task, IBM LotusNotes, Wireshark

Cloud Computing

Amazon AWS, ServiceNow, Ghost Enterprise, MS Intune, Zoom, Citrix

Hardware

Cisco Routers and Switches, Peripherals, Desktops, Laptops, Mobile Devices, Aruba technology, VoIP Phones, Smartphones (iPhone and Android)

Servers

MS SQL Server, MS Exchange

Additional Management Skills ·

oBelief in Customer Advocacy /Consultative Partner

oProblem Anticipation and Mitigation

oExperience with designing and documenting software deployments

oSupporting end users remotely, diagnosing the problem and helping the user resolve their issue in a timely manner.

oMigration Experience from Exchange to O365

oOneDrive and SharePoint Online Expertise

oIT Asset Management tasks

oPOS and POC installation and deployment

oMobileIron installation and troubleshooting

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