Desktop Support Mobile Device
Resume:
Mondell Sims
High Point NC *****
PROFESSIONAL SUMMARY:
I am a System Admin with 13 plus years of experience in IT.
Experience in Mobility Device Engineering supporting Apple Products, iPhones, iPads and Androids.
Working knowledge of MDM administration preferred (Microsoft Intune and MobileIron).
Imaging and software deployment for Laptop and Desktop in an SCCM environment configure, upgrade and repair desktops and laptops. Active Directory, MS office 365, mobile device management admin.
Working knowledge in Microsoft team, AV, and audio equipment’s setup in conference rooms
Work with cellular carriers to configure/automate device ordering/deployment.
Intune Training and Microsoft Endpoint Manager (MEM), with the ability to use Microsoft team to setup on board used with access to provide service to iPhone and Android device.
Skilled in different types of computer hardware, software, peripherals and components, networking protocols and Avaya phone and audio video communications.
Skilled in different Honeywell devices, allow workers to access information, applications, and best service possible in zebra mobile computer.
PROFESSIONAL EXPERIENCE
Client: HCL Technologies Inc
Apr 2024 to Present
Desktop Support Lead Engineer
Led a team of desktop support engineers, overseeing daily operations and ensuring efficient and effective issue resolution across all support channels.
Managed workload distribution and prioritized tasks in Service Now to meet service level agreements (SLAs) and minimize downtime for end-users.
Provided mentoring, training, and performance feedback to junior team members, improving team productivity and service quality.
Coordinated cross-functional collaboration between IT support, network engineers, and other departments to troubleshoot and resolve complex issues.
Oversaw the onboarding and offboarding process for new team members, ensuring they were fully trained on internal systems and support tools.
Provided timely and effective technical support for over end-users, resolving issues related to software, hardware, and network connectivity.
Delivered remote and on-site support, ensuring minimal downtime for employees and maintaining operational continuity.
Assisted in the installation, configuration, and troubleshooting of specific software/hardware, including specific tools, systems, or platforms.
Administered software updates, patches, and system upgrades to ensure secure and optimized performance across all workstations.
TIAA
Feb 2023 to Dec 2023
Information Systems Engineering
Experience in Microsoft Intune MDM (mobile device management), ABM and MAM (Mobile applications management.
Support end users with mobile questions related to deployment, emails and network issues.
Knowledge in using Microsoft team in a Microsoft 365 environment for users in refer with technical issues.
Work with cellular carriers AT&T, Verizon to configure/automate device ordering/deployment user IOS devices.
Knowledge on how to use ServiceNow in Window 11 environment.
Level 2 and 3 laptop support experience with end-user concerning troubleshoot issues related to their new iPad or iPhone.
Knowledge in troubleshooting mobile devices in a 5,000 end user environment for VIP related to receive to new iPhone 14 and new iPads.
Environment: Microsoft office 10, ServiceNow, InTune, Zscaler, Teams, Azure, Microsoft office 365, VPN.
NCDIT Transportation
June 2022 – Feb 2023
Expert Specialist
Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
Installing and imaging new computers and loading of appropriate software for customers.
Installing local and network printers and other peripherals and configuration of same.
Migrating data and user profiles.
Demonstrates knowledge and working experience with ServiceNow call tracking system.
Documenting process and procedures related to technical field support activities.
System Security, the responsibility of all Technical Services Staff to be aware of DOT and ITS security policies.
Setup and configure Zebra mobile device, MC9300/MC9200 mobile computer for inventory for laptops and desktops.
PVH (Phillips-Van Heusen)
Jul 2021 – Jan 2022
Systems Engineer
Ability to interact effectively at all levels of the organization, strong customer service, quality, and results orientation.
Utilized knowledge of personal computing and network-based PC/workstation systems, hardware tools, client function, applications, and remote connectivity products in Dameware and Bomgar for manager that receive new desktop and new printer.
Proficient in JAMF configurations from deployment packages, application installations, manage Apple/Window devices and remote administration.
Demonstrate technical proficiency in Microsoft and Apple operating systems, applications,
Working knowledge of imaging and software deployment for Laptop and Desktop in an SCCM environment.
Deployment and imaged MacBook pro, able to configuration and setup user MacBook pro.
Working knowledge of JAMF to convert over to setup MacBook pro for VIP that were new onboard end user.
Utilize JAMF Pro to connect, manage, and harden apple device ecosystem across multiple devices.
Working knowledge of MDM administration preferred (Microsoft Intune and AirWatch).
Enterprise ITSM knowledge, working in ServiceNow environment.
Understanding of network infrastructure and ability to assist in troubleshooting cabling and common wired and wireless network issues.
Ability to work in a fast-paced environment and handle multiple tasks simultaneously in a warehouse manufacturing environment.
Setup and configurator Android hand device mobile MC3300 mobile computer in a warehouse environment.
Environment: Windows 10, ServiceNow, Intune, VPN, MS Office365, Team, Active Directory, Jira, Okta, and Bitlocket.
Herbalife Nutrition
Jan 2021 - Apr 2021
Systems Admin (Contract)
Responsible for troubleshooting and maintaining PC/Desktop applications and resolving Server issues.
Working with service now ticketing systems onboard user.
Test, install and update the macOS operating system.
Imagine, configure, upgrade and repair desktops and laptops. Active Directory, MS Exchange, SCCM, JAMF mobile device management admin, and service contracts.
Worked on VPN, Remote Access and experience in Network Protocol, DNS, DHCP, IP Protocol, VMWare, and Virtual machines.
Onboard users into mobile device using AirWatch in service now.
Backed up and restored customer data, documents, favorites, and mailbox.
Responsible for configuring, installing, backup procedures and maintaining hardware and software in a computer-controlled environment.
Environment: Windows 10, ServiceNow, AirWatch, VMWare, VPN, MS Office 365, Teams, One Drive.
Ravenscroft School
Aug 2020 - Jan 2021
System Admin (Contract)
Subject matter expert on Google Chromebook/Lenovo 300e and 500e Chromebook.
Working knowledge with Android devices as a subject matter expert concerning supporting in user, troubleshooting email setup and support applications on Google apps.
Deployment and troubleshooting of mobile computing Android tablets, device enrollments, connectivity issues, providing operational support of Android devices and apps.
Setup audio equipment and AV equipment in classroom and conference rooms
Inventory control and troubleshooting matter on Chromebook, related to Lenovo repairs.
Environment: Windows 10, ServiceNow, Google Chromebook, Lenovo, VPN, MS Office Suite, Zook.
Desktop Support Technician (Contract)
McKesson Pharmacy
February 2019 to August 2019
PC images and refresh Dell and HP laptops using SCCM images to reallocation to onboard end user that join the company.
Support in HPAM of Dell and HP laptops and desktops for inventory asset management.
Working with Window 10 operating system (installing, maintaining, and diagnosing issues.
Break/fix for Dell and HP laptop for repair and end user.
Peripheral support for user to setup desktop equipment and printers for new onboard end user.
Customer interface to solve internal problems related to software and hardware
Setup and configurate Zebra mobile device, MC3100/MC3190 mobile computer for inventory for laptops and desktops.
Environment: Windows 10, ServiceNow, Dell, HP, SCCM, Active Directory, VMWare, VPN, AWS, MS Office Suite.
Central Carolina Hospital
Oct 2018 - Jan 2019
Desktop Support Engineer (Contract) - Windows 2010 Deployment
Installed, upgraded, configured, reimaged and deployment of Window 10
Setup multifunction devices, scanners, and fax machines for EPIC use
Reinstalled all proprietary applications for Physicians and Clients throughout the hospital
Provided customer service for entire client staff
Trained staff on Windows 10 upgrade and deployment procedure
Remapped all network printer and share drive access
Backed up and restored customer data, documents, favorites, and mailbox
United Stated Postal Service
Mar 2017 - Sep 2017
Mobile Device Engineer (Public Trust Clearance) (Contract)
Effectively utilized MobileIron to support and manage mobile computing devices and users. Ran activity and performance reports on devices within the MobileIron MDM
Supported 9,500 Postmasters in deployment and troubleshooting of mobile computing (iOS/Android) tablets and smartphones, device enrollments, connectivity issues, providing operational support of devices and apps
Troubleshot VPN, Wi/Fi and 3G communication problems as they occurred during the deployment and ongoing operations of postal mobile computing devices within the network.
Utilized knowledge of PC operating systems, hardware platforms, local area networks, WAN, messaging, mobile devices (iPhones, Samsung, iPads).
Mist AP wireless devices were used to setup user for home used and area with poor internet speed.
Analyzed and developed a new ServiceNow ticket system to evaluate trends and provided proactive solutions.
Resolved customer software and hardware problems in Active Directory, installed iOS and Android devices, and set up group policies in an AD environment.
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Rockwell Automation (Contract through HCL)
Mar 2015 - Feb 2017
Mobile Device Management Specialist (South America, Mexico, Canada)
Lead teams member for effective Mobile Device Management supporting 9300 customers in an enterprise environment – Developed new documentation for MDM and improved efficiency, with focus on mobile infrastructure and deployment.
Manager a team of 6 team members, train and mentor each end user to support user receiver iPad and iPhone.
Managed Reps from Vendor such as AT&T, Sprint, Verizon and Bell and Roger of Canada.
Authorize by Vendors, AT&T, Verizon, and Sprint to purchase any iPhone or Android through the carrier portal. Was authorized to call carriers and set up data plans for users when they leave the country.
Deployment and troubleshooting of mobile computing (iOS/Android) tablets and smartphones, device enrollments, connectivity issues, providing operational support of devices and apps.
Authorize by Rockwell Automation to have biweekly meetings with each Vendors to discuss better way to enhance service for the user. Was able to do weekly report on metrics and user coverage.
3 years supporting Apple, Apple iPads, MacOS and Android mobile computing devices and troubleshoot issues related to email and contacts.
Led meetings and monitored Vendor reports and inventory of mobile devices for issues and overage usage and invoice management.
Experienced with SAP Afaria with the ability to wipe, delete and monitor inventorys.
Provided effective remote service to all customer related to MDM - 24/7 on call duty
Supported: Office365, One Note, One Drive, Share Drive, Skype, Android, IOS, Outlook 2007, 2010, SAP, and Service Now. Analyzed, collected, and reported metrics of mobile devices.
Purdue Pharma
Jun 2014 - Mar 2015
Desktop Support Engineer (Contract)
Provide high quality desktop, laptop, and office support to internal users in a WIN 7 environment.
Supported Human Resources in onboarding new employees, setting up hardware/software, and providing training.
Utilized Remedy and HEAT ticket systems for tracking all assets supported.
Setup audio equipment and AV equipment in conference rooms
Documented work performed (steps to resolve issues) in ServiceNow for audit/knowledge-based purposes.
Working knowledge with networking service, DNS, DHCP, Active Directory
Break/ fix laptops and desktops for the end user for utilization to work.
Morehead Hospital
Jan 2014 - May 2014
Desktop Support Engineer (Contract)
Deployed new HP desktops and laptops for 500 employees.
Backed up data and set up new profiles for end user.
Planned and delivered technical support services, including ghost imaging, troubleshooting, installment, and responding to customer requirements of applications, software and network printer.
Modified User Accounts in Active Directory object in Windows 2007 environment for onboarding and offboarding end user.
Alamance Regional Medical Center
Aug 2013 - Jan 2014
Windows 7 Deployment Migration Desktop Support Engineer (Contract)
Installed, upgraded, configured, and deployed Windows 7 - provided customer service for entire client staff.
Remapped all network printers and share drive access for end user for data and applications.
Backed up and restored customer data, setting, favorite, mailbox, calendars, and signatures.
Ghost and reimaged all PC desktops for the end user and train than on the new applications.
EDUCATION
Bachelor of Science, MIS, Winston-Salem State University, Winston-Salem, NC, (18 credits remain)
Associate Applied Science, Computer Engineering Technology, Forsyth Technical Community College
Diploma, Network Administration and Support – Cisco Technology
USMC Honorably Discharge, Disabled Veteran
Public Trust Clearance – Active
Certifications:
MCSA - Windows 2000, 2005, A+ CompTIA, 2001, N+ CompTIA, 2002, MCP Window.
Azure Administrator 2022
Azure Security Engineer 2022
Networking: LANs/WAN, Wireless Network, TCP/IP, Patch Cords, DNS, DHCP, and VPN.
Applications: Windows 2000/XP, Office 7, Microsoft Office 8/10, Microsoft Office Suite 365, Microsoft Outlook, Microsoft Access and Microsoft Excel, HP Printers, IBM, Dell, Cisco Routers, Hubs and Switches. Okta, BitLocker, ServiceNow, Heat, Azure and Zebra devices. InTune, ABM, MDM, MEM.
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