Sr. IT Professional

Jeffrey Gates

linkedin.com/in/jeff-gates-**a**a* ********@*****.*** 817-***-**** Fort Worth, TX

Sr. IT Support Specialist

Help Desk Management Top Tier Support (SME for multiple products) Mobile Operations Mobile Device Management Endpoint Management Global Support Major Account Support Service Delivery BMC Remedy ServiceNow Disaster Recovery System Administration iOS Android VMware Workspace ONE/AirWatch BlackBerry Good for Enterprise Procurement and Inventory Control Microsoft SCCM Active Directory Azure Technical Documentation Specialist

Senior Operations Engineer with over 20 years of experience leading and participating in IT support teams and service delivery operations for industry-leading organizations. Adept at implementing systems and processes that support thousands of users and devices globally. Proficient in managing mobile device platforms, networks, and operating systems.

Career Experience

IT Field Resource – Ensign Services, Inc. April 2023 – Present

Provide high-level IT service and support to 20+ facilities across North, West, and Central Texas.

Manage network, phone (VOIP/Digital), mobile devices, and general PC support for assigned facilities.

Oversee computer/device and user management using Microsoft SCCM and ADUC.

Lead procurement of hardware for individual locations, collaborating with third-party vendors.

Train new team members on policy and procedures to support their markets.

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

Support mobile device management for multiple clients, managing over one million devices (iOS, Android, Mac, Windows).

Ensure mobile device operational efficiency.

Author process documentation for tools and products supporting Workspace ONE (formerly AirWatch).

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

Lead a global team of support engineers managing 20,000+ mobile devices.

Designed and implemented a global Good for Enterprise infrastructure, stabilizing inefficiencies across EMEA, APAC, and Japan.

Managed migration from BlackBerry and Good for Enterprise platforms to AirWatch in 2017.

Created and maintained technical documentation and hardware inventory via ServiceNow.

Systems Engineer III – Dell/Perot Systems May 2006 – October 2013

Delivered MDM support, systems administration, and maintenance for various enterprise clients.

Developed mobile solutions for clients using BlackBerry Enterprise Server, AirWatch, and Good for Enterprise.

Optimized a Lotus Notes/Domino environment for a large healthcare operation, enabling Linux-based service offerings.

Systems Support Specialist – Atos Origin September 2004 – May 2006

Provided on-site and remote support for clients, including Schlumberger and Royal Philips.

Diagnosed and rebuilt a business-critical IM chat application, improving stability and reliability.

Systems Engineer III – IBM Global Services @ BNSF September 2002 – September 2004

Supported Lotus Notes email and Domino database systems for Burlington Northern Santa Fe Railway.

Designed and managed test/dev/production environments, enabling seamless operations.

Authored end-user manuals and technical support documentation.

Education

Bachelor of Arts in Anthropology, University of North Texas

Certifications

AirWatch Accredited Enterprise Mobility Associate

Samsung Knox Professional

ITIL v3 Certified

Technical Skills

Mobile Device Management: VMware Workspace ONE, BlackBerry Enterprise Server, Good for Enterprise

Platforms: iOS, Android, Windows

Tools: Microsoft SCCM, Active Directory, Azure, ServiceNow, BMC Remedy, Intune

Systems Administration: Disaster Recovery, Technical Documentation, Procurement & Inventory Control

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