endpoint engineer, IT support engineer, desktop support engineer

Victor Ross

Dumont, NJ, ***** 917-***-**** **********@*****.*** www.linkedin.com/in/systemsadm/

Endpoint Engineer

Endpoint Engineer with 16+ years of experience driving excellence in end-user computing and systems administration. Skilled in managing enterprise-scale Windows and macOS environments, deploying modern endpoint solutions (Intune, Autopilot, SCCM), and optimizing IT operations through advanced scripting and automation. Focused on delivering high-impact support and enhancing user satisfaction through technical precision and proactive service.

Core Competencies

Endpoint Management : MS Intune Autopilot, Azure AD MECM (SCCM), Conditional Access, BitLocker, Defender, Mobile App Management (MAM), Endpoint Analytics, Log Analytics

Automation and Scripting: PowerShell, Bash, Python, ITSM, tool integration, workflow automation

Systems Administration and Infrastructure: Active Directory, GPOs, DNS, DHCP, Patch Management, OSD Task Sequences

Operating Systems and Platforms: Windows, macOS, Linux (Ubuntu, CentOS), Citrix XenApp, VMware, Hyper-V

Security and Compliance: Endpoint hardening, encryption policies, compliance reporting, role-based access control

Support and Collaboration: Executive support, incident response, mentorship, documentation, vendor coordination

Tools and Technologies: ServiceNow, Jira, VPN, Remote Desktop, TeamViewer, Citrix, Google Workspace

Work Experience

The New York Times Jan 2013 - May 2024

Endpoint Engineer 620 8th Ave NYC NY 10018

•Implemented Microsoft Intune and MECM (SCCM) desktop management solutions, integrating with Azure AD for hybrid Windows and Mac environments to streamline support and deployment.

•Established a Windows Autopilot deployment framework that accelerated device provisioning by 60% and reduced onboarding-related support tickets by 30%, aligning with modern endpoint management best practices.

•Packaged and coordinated software distribution and updates via MECM, Intune, and Jamf, reliably managing 100+ applications across their full lifecycle.

•Authored automation scripts in PowerShell, integrating automation platforms into endpoint configurations to enhance deployment efficiency and support documentation.

•Streamlined patch management processes, achieving a 97% compliance rate while maintaining detailed records in ITSM tools, aligning with industry compliance and security practices.

• Designed and deployed SCCM OSD task sequences with customized USMT XML files to automate deployments and preserve user data, reducing manual overhead by 40%.

•Developed Conditional Access and Mobile Application Management (MAM) policies within Intune, reinforcing mobile endpoint security and data protection measures.

•Implemented BitLocker encryption and Defender for Endpoint integration, strengthening overall security and compliance across managed devices.

•Integrated endpoint analytics and reporting via Intune and Log Analytics, facilitating proactive remediation and reducing device health-related tickets by 20%.

•Created custom dashboards in Power BI and Endpoint Analytics to monitor patch compliance, provisioning success rates, and device performance trends, aiding in efficient IT asset management.

•Managed macOS endpoints via Jamf Pro, enforcing compliance policies, deploying software, and integrating with Azure AD and Intune to support Mac OS and iOS devices.

•Maintained an isolated lab environment for SCCM, Intune, and Autopilot to validate task sequences, driver packages, and OS upgrades before production rollout, ensuring stability in complex IT support scenarios.

•Provided expert-level escalation support, collaborating with engineering and support teams to resolve complex issues and enhance overall technical support delivery.

•Tracked and managed endpoint assets using ServiceNow, ensuring accurate inventory records and effective coordination of asset lifecycle management.

•Created comprehensive technical documentation in ServiceNow and Confluence, publishing user-facing articles and engineering guides to support end-user training and effective IT process documentation.

The New York Times Jan 2008 - Jan 2013

Systems Administrator 620 8th Ave NYC NY 10018

•Maintained critical Windows and Linux servers while ensuring high availability and secure access management, which contributed to stable IT operations in fast-paced environments.

•Administered and optimized a Citrix XenApp farm for 800+ users, enhancing system performance and support responsiveness with precise load balancing and patching techniques.

•Automated 35+ recurring tasks using PowerShell and other scripting languages, reducing manual intervention by 40% and enhancing support turnaround.

•Managed user accounts and implemented Group Policy Objects (GPOs) in Active Directory to enforce security policies and standardize end-user environments.

•Optimized enterprise systems across multiple platforms, including Windows, Solaris UNIX, Linux, macOS, and virtualized environments, ensuring comprehensive support for diverse systems.

APS/Botal Staffing, Inc. Sep 1997 - Jan 2008

Desktop Support Engineer 525 7th Ave, NYC, NY 10018

•Delivered endpoint support and engineering services to The New York Times through a W-2 consulting engagement, supporting enterprise device management and automation initiatives.

•Resolved Tier 1 and Tier 2 technical issues for 5,000+ Mac and PC users, achieving an 82% first-call resolution rate and closing tickets in under 1.5 days; ensured seamless mixed-platform performance as a CompTIA A+ and Apple Certified Mac Technician.

•Supported C-suite executives with high-touch, confidential assistance, maintaining sub-15-minute response times for priority incidents to minimize downtime.

•Led endpoint automation and deployment initiatives, streamlining software patching and distribution using SCCM and complementary tools; reduced manual workload by 35% and improved compliance.

•Standardized workstation imaging processes to accelerate onboarding for 300+ new hires annually, cutting deployment time by 20% and ensuring consistent device provisioning.

•Managed full IT asset lifecycle, from procurement through decommissioning, achieving a 25% reduction in asset loss and ensuring documentation accuracy via ITSM tools.

•Collaborated with third-party vendors to resolve hardware warranty claims and technical support cases efficiently, ensuring timely resolution and minimal service disruption.

Education

St. Petersburg Electrotechnical University Sep 1985 – Jun 1988

B.S., Computer Science

Certificates

Microsoft 365 Certified: Endpoint Administrator Associate (MCEA MD-102) Jul 2024, Jul 2025

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