Mobile Device Customer Support
Resume:
Kevin Dolan
**** * ******** **** ** Bldg C #****, Kingman, AZ • 801-***-**** • ad5v7n@r.postjobfree.com • linkedin.com/in/kevindolan
IT Systems Engineer
With over 20 years of experience, I have streamlined mobile device management, reducing support tickets by 25% and increasing user satisfaction by 30% in just 18 months.
WORK EXPERIENCE
Jacuzzi Group Worldwide • Remote • 02/2022 - 09/2023 Mobile Device Administrator
•Successfully managed relationships with multiple vendors to ensure timely delivery of mobile products and services while maintaining quality and cost-effectiveness
•Successfully migrated 600 devices from T-Mobile and AT&T to Verizon, reducing monthly expenses by 20%
•Streamlined the setup and shipping process for mobile devices, resulting in improved new hire experience and increased productivity.
•Implemented effective Intune device management strategy for 1500+ devices, resulting in improved security and compliance, and streamlined IT support processes.
•Standardized configuration profiles across all mobile devices, ensuring consistent settings and improving user experience and productivity.
•Led the testing and deployment of Mobile Application Management (MAM) for iOS and Android devices, resulting in a 25% increase in employee satisfaction and productivity.
•Optimized device management capabilities through the seamless integration of Apple Business Manager and Intune, resulting in a 25% increase in overall productivity and user satisfaction.
•Enhanced user satisfaction and productivity by 25% through effective mobile device support, leading to a decrease in IT support tickets.
•Delivered after hours support to executives and enterprise team, resulting in 99% issue resolution rate and minimized downtime, ensuring continuous productivity and business operations.
•Enhanced network security by implementing multifactor authentication for over 3K mobile devices utilizing DUO and MS Authenticator
•Enabled seamless access to Virtual Private Networks (VPN) on over 3K mobile devices, improving remote connectivity and productivity for end users.
•Application deployment to mobile devices using Microsoft Intune and Endpoint Manager, ensuring seamless user experience and 100% software compliance, enhancing overall device management strategy.
University of Utah Health • 03/2020 - 02/2022 Mobile Administrator
•Streamlined the transition of 300 mobile devices from Mobile Iron and Jamf to Intune, leading to enhanced efficiency and cost savings for the company.
•Enabled seamless email access for 10,000+ users and devices, boosting productivity and communication across the organization.
•Provided expert Tier 3 support for IT hardware and mobile device issues, resulting in a 20% reduction in overall support tickets and improved end-user satisfaction.
•Delivered after hours / on-call support to enterprise team, leading to a 20% reduction in response time for critical mobile issues, enhancing overall team productivity and efficiency.
•Led successful mobile hardware support initiative, resulting in 15% decrease in device- related issues, enhancing user satisfaction and efficiency.
DXC Technology • Greater Salt Lake City Area • 06/2018 - 03/2020 Client Systems Hardware Engineer
•Maximized productivity by providing Tier 3 support for over 13,000 users and devices, ensuring seamless email access on mobile devices and minimizing downtime.
•Participates in the testing and evaluation of new products, identifying and resolving 15% more hardware compatibility issues, ensuring seamless integration and reducing downtime for end users.
•Served as the go-to resource for resolving complex IT hardware issues, leading to a 25% increase in client satisfaction and positive feedback.
•Provides after hours / on-call support to enterprise team, leading to a 30% increase in hardware issue resolution efficiency, minimizing disruptions and maximizing productivity.
•Collaborated on the successful implementation of new IT hardware, leading to enhanced user satisfaction within the organization.
•Tested and supported mobile device and hardware implementation strategies, resulting in a 20% increase in device performance and overall user satisfaction.
Intermountain Healthcare • Greater Salt Lake City Area • 07/2013 - 06/2018 Client Systems Hardware Engineer - Mobile Deployment
•Managed the deployment of tablets and smart phones, leading to a 30% reduction in device setup time and enhancing overall efficiency for the IT department.
•Optimized Mobile Device Management (MDM) solutions, resulting in a 25% decrease in support tickets and improved end-user satisfaction.
•Streamlined support processes for iPad, iPhone, and Android mobile devices, reducing resolution time by 25% and enhancing overall user satisfaction.
•Successfully deployed devices with Apple Configurator on Mac OSx, leading to a 20% decrease in deployment errors and improved user satisfaction with the new devices.
Managed and secured 5000+ mobile devices using AirWatch MDM, ensuring data protection and compliance with company policies, ultimately enhancing overall cybersecurity posture.
•Optimized iOS and Android mobile device configurations, leading to a 25% reduction in deployment errors and improved overall system reliability.
•Enhanced security and compliance of mobile devices and applications by 40% through effective utilization of AirWatch MDM solution, ensuring data protection and regulatory adherence.
•serve as a technical resource responsible for utilizing AirWatch MDM environment to provision, deploy, mange, and support mobile devices.
•Leverage the mobile device management software AirWatch to securely deliver updates and applications.
•Streamlined provisioning process, reducing deployment time resulting in increased productivity and cost savings for the company.
•Enhanced device maintenance and troubleshooting capabilities by integrating AirWatch MDM solution, resulting in an improved operational continuity for the organization.
•Respond to and resolve support tickets for mobile device issues.
•Update documentation and procedures as needed for mobile device deployment and support.
•Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and industry activities.
•Strong team player -- collaborate well with others to solve problems and actively incorporates input from various sources.
•Boosted customer engagement by 25% by implementing tailored solutions and providing ongoing technical support, resulting in strengthened customer relationships and positive feedback.
•Identified and resolved mobile deployment hardware issues, resulting in a 20% increase in device uptime and improved employee productivity.
C7 • 01/2014 - 12/2015
NOC engineer
•Resolved 95% of network issues within SLA timeframes, ensuring seamless operations and high customer satisfaction.
•Monitor the performance and capacity of computer systems, implementing automated monitoring tools that reduced manual effort and improved system reliability, leading to enhanced operational efficiency.
•Tracking and documenting network issues and compiling incident reports, which led to a decrease in recurring network problems, enhancing overall network stability and reliability.
•After hours server updates within a maintenance window resulted in a 99.9% uptime for critical systems, ensuring uninterrupted business operations.
EnergySolutions, Inc • 11/2010 - 07/2013 Help Desk Manager/Systems Administrator
•Managed three employees in their desktop support duties
Responsible for hiring and training new desktop employees
•Participated in the migration from Exchange 2003 to 2010
•Installed, updated, and maintained RedHat and Windows servers in vSphere
•Extended virtual drive space through vSphere
•Improved tape backup efficiency through streamlining Commvault and Iron Mountain processes, ensuring data integrity and reducing downtime.
•Familiar with Dell blade chassis architecture
•Added and maintained DNS records in Active Directory
•Tracking and documenting network issues and compiling incident reports, leading to a reduction in recurring issues and increased system stability.
•Supported 150 users in a corporate environment, achieving a 95% customer satisfaction rate through prompt and effective issue resolution, enhancing the company's reputation for exceptional IT support.
•Streamlined the process for creating, deleting, and modifying 1000+ users and computers in Active Directory, reducing administrative time and increasing overall system efficiency.
•Integrated Macintosh computers in Windows/Active Directory environment, reducing IT support tickets and improving overall system stability and performance.
•Imaged and deployed replacement laptops using Ghost and KBox, ensuring a seamless transition for affected users, leading to high satisfaction and minimal impact on daily tasks.
•Improved internal program and application compatibility by leading the certification of Windows 7, resulting in increased user productivity and a more efficient IT environment.
Ultradent Products Inc • 04/2007 - 02/2009 Level II Service Desk
•Enhanced customer satisfaction by 15% by incorporating ITIL Incident Management practices, leading to improved service delivery and stronger client relationships.
•Worked within the framework of ITIL Incident, Problem, and Change
•Creation of new users in Active Directory and Cisco Call Manager
•Creation of new users in Blackberry Enterprise Server
•Supported remote employees with Blackberries, IPhones, and laptops
•Supported over 30 Macintosh users including Entourage, Parallels, Adobe CS3, and printing issues
•Remote support using Landesk
•Created new images for Landesk deployment
•Assisted employees with various computer incidents on the phone, in person, and via email
•Set up and supported Webex meetings with various groups
•Physical experience with patch panels and switches
Organized switch closets using wire management
Qwest • 01/2004 - 12/2007 DSL
•Skills: Problem Solving · Customer Service · CompTIA Network+ · Hardware Support
DSL Screening Consultant
•take inbound calls and troubleshoot DSL problems
•troubleshoot computers and internet connectivity
•utilized propierity Qwest systems to resolve problems
Convergys • 10/2001 - 02/2004 Customer Service Engineer
•Support 800 through 7500 Series Routers
•Install and configure Cisco routers
•Test customer scenarios (recreates)
•Configure and troubleshoot various WAN connection types, including:
•Frame-relay, ISDN, leased lines, T1, etc.
•Troubleshoot various router reloads, including: Bus Errors, Spurious
•Memory Accesses, Alignment Errors, Parity Errors, and Memory
•Allocation Failures
Cisco TAC
•Skills: Problem Solving · Customer Service · CompTIA Network+ · Hardware Support
EDUCATION
Associate of Arts in English
Calvary University • 01/1986 - 12/1988 Skills: Problem Solving
High School
Penny High School • 01/1982 - 12/1986
Degree
IT Career Academy Skills: Problem Solving
CERTIFICATIONS
Prepare for the AWS Certified Cloud Practitioner (CLF-C01) Certification Exam • 01/2024 - Present
AWS Certified Cloud Practitioner (CLF-C01) Cert Prep: 1 Cloud Concepts • 12/2023 - Present
SKILLS
Access Management, Active Directory, Airwatch, Apple Hardware, application deployment, automation, Blackberry, Blackberry Enterprise Server, change management, Cisco Call Manager, Cisco Routers, Communication Skills, CommVault, CompTIA Network+, Computer Hardware, Computer Repair, Consulting, Customer Service, DNS, Domain Name System (DNS)
, Endpoint Engineering, endpoint management, Enterprise Mobility, Exchange 2010, Group Policy, Hardware, Hardware Support, Help Desk Management, Help Desk Support, Identity and Access Management (IAM), ITIL, Laptops, Lifecycle Management, Mac, Microsoft 365, Microsoft Certified Professional, Microsoft Exchange, Microsoft Office, Mobile Application Management (MAM), Mobile Device Management, network infrastructure, Operating Systems, Presenting, Problem Solving, Problem Solving, Routers, Servers, Service Desk, Software Documentation, Switches, System Administration, System Deployment, Technical Support, Troubleshooting, VMware ESX, vSphere, WAN, Willingness to Learn, Windows, Windows 7, Windows Server, Windows XP, Written Communication, XP
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