Senior Desktop Support Lead / Deployment Technician

MALLORY D. JONES III

Senior Desktop Support Analyst Lead Deployment Technician Team Lead

773-***-**** *************@*****.*** linkedin.com/in/mallory-d-jones-iii PROFESSIONAL SUMMARY

Dynamic Senior Desktop Support Analyst and Lead Deployment Technician with extensive expertise supporting Windows and Mac environments across healthcare, financial, pharmaceutical, and enterprise organizations. Known for leading deployment teams, driving successful Win10/Win11 migration initiatives, and resolving complex hardware and software issues with consistent SLA adherence. Highly proficient in remote support platforms, endpoint security, imaging technologies, SCCM, and delivering high touch White Glove and C Suite support. WORK EXPERIENCE

IT Technician 07/2025 – Present

UIC Hospital • Chicago, IL, United States — CONTRACT via Pace Systems

• Provide technical support for hospital computer systems; troubleshoot end-user hardware and software issues

• Support Zebra Label Printers, COW (Computer on Wheels) carts, scanner guns, and device imaging

• Minimize downtime by facilitating seamless operations across clinical and administrative environments Lead Migration Technician 12/2024 – 07/2025

AlterDomus • Chicago — CONTRACT via NTTDATA / GTN

• Spearheaded a large-scale Windows 11 migration project, supervising a team of three technicians

• Configured laptops utilizing SCCM, Pixie Boot, and Thumb Drive imaging methodologies

• Managed comprehensive user onboarding and offboarding processes, including the assignment of necessary security groups

• Maintained hardware asset tracking via SOM, decommissioned obsolete hardware, and facilitated secure data migrations

• Provided specialized support for the integration of Apple devices, including MacBook Pro and MacBook Air models

• Created, assigned, and resolved tickets within ServiceNow, acting as the primary Tier 1 escalation point Senior Desktop Support Analyst 04/2024 – 12/2024

IT Regulators • Chicago — CONTRACT

• Addressed and resolved desktop hardware and software issues for Windows and Mac users within Service Level Agreements (SLAs) using ServiceNow

• Executed the deployment and migration of devices to Windows 11 via Autopilot using Microsoft Intune

• Administered user accounts, licenses, and permissions through the Microsoft 365 Admin Center

• Implemented robust onboarding and offboarding procedures to ensure smooth transitions and maintain data security

• Served as the primary escalation point for Tier 1 and Tier 2 technicians, developing and maintaining detailed documentation

• Collaborated with the networking team to effectively resolve local network connectivity challenges

• Upgraded devices to the latest software build versions for both Windows and Mac operating systems Office 365 Admin / Team Lead 04/2023 – 03/2024

Somatus Kidney Care • Schaumburg — CONTRACT via BeyondSoft / RAIS

• Led a team of 10 technicians, conducting weekly team meetings and providing individualized coaching

• Administered Microsoft Intune Mobile Device Management (MDM) for iPhones, Surface Pros, laptops, desktops, and Macs

• Managed email accounts and shared mailboxes using Office 365 and Exchange Online

• Resolved escalated tickets via Jira, enhancing SLA satisfaction by 8% and customer satisfaction by 12% Senior Tech Bar Analyst 12/2022 – 03/2023

BlueCross & BlueShield • Chicago — CONTRACT via HCL

• Delivered effective walk-up and remote technical support to users across multiple floors of a large enterprise environment

• Managed the setup, maintenance, and refresh cycles for Dell and MacBook devices

• Executed organization-wide Windows 10 system upgrades and decommissioned outdated equipment

• Consistently resolved support tickets within established SLA requirements Desktop Support Analyst 09/2022 – 10/2022

Ashling Partners • Chicago — CONTRACT via Addison Group

• Configured and deployed Lenovo laptops for end-users

• Managed Azure 365 accounts and resolved tickets via Zoho Ticketing System within SLA Lead Migration Deployment Tech / Desktop Support Analyst 06/2022 – 09/2022 AIM Specialty Health • Chicago — CONTRACT via Apex Systems

• Supervised a team of 7 technicians during a significant hardware upgrade and migration deployment

• Provided support for hardware upgrades, including Solid State Drive (SSD) and SATA drive replacements

• Configured Voice over IP (VOIP) phones, resolved tickets within SLA using ServiceNow, and maintained knowledge base documentation

Team Lead / Senior Analyst & Lead Migration Tech 02/2020 – 05/2022 American College of Surgeons • Chicago

• Directed a team of 8 technicians, conducting weekly coaching sessions and team meetings

• Addressed and resolved tickets within SLA using Footprints, managing L1/L2 escalations

• Reduced non-compliance SLA incidents by 6% and improved customer satisfaction by 3%

• Imaged and configured Windows 10 devices for new hires and migrations, while managing inventory and device shipments

Migration Lead 06/2019 – 02/2020

Bayer/Monsanto • Creve Coeur, MO — CONTRACT via Gentronics

• Established on-site infrastructure and configured the SCCM server to facilitate data migration

• Oversaw a team of 5–15 technicians, managed assets, and provided user support throughout the migration process

• Delivered three-day post-migration support and coordinated progress reports for upper management Lead Deployment Technician 12/2018 – 06/2019

US Bank • Multiple States — CONTRACT via Netview Technical & Pro. Services

• Directed the on-site deployment of desktops and laptops for end-users across multiple states including MN, MI, OK, NY, IA, and IL

• Maintained comprehensive inventory records, managed equipment decommissioning, and ensured next-day user support availability

Lead Support & Build Tech / Project Coordinator 06/2018 – 12/2018 WPP Advertising • Chicago — CONTRACT via Peak Systems

• Supervised five migration teams operating across multiple states, efficiently managing equipment logistics and inventory

• Orchestrated state-wide migrations, planning and executing deployments across 3-5 states nightly, meticulously documenting nightly events and ensuring consistent communication Deskside Support Level II 01/2018 – 04/2018

Philadelphia Insurance Companies • Naperville — CONTRACT via Fujitsu

• Managed asset documentation, configured remote access solutions, and resolved on-site technical issues

• Supported Audio/Visual (A/V) systems and mobile devices, consistently achieving SLA targets Win-10 Deployment Specialist Lead Specialist 06/2017 – 08/2017 CVS Pharmacy • Multiple States — via NetView Technical & Professional Services

• Performed on-site inventory checks, executed device upgrades (memory/HDD), and conducted Windows 10 setup and configuration across multiple states

• Configured local and network printers, installed proprietary software, Office 2013, and Adobe Acrobat

• Provided two-day post-upgrade support for 150–257 users per site, submitting daily progress reports Lead Deployment Technician 10/2014 – 12/2016

Home Depot • Multiple States — via Omni Direct IT

• Supervised 6 technicians in managing upgrades for Dell All-In-One Point of Sale (POS) systems, including scanners, printers, registers, and hubs

• Installed and built Dell RX730 servers, and set up and configured CCTV systems

• Documented and implemented all devices and peripherals, managing decommissioning and returns to Home Depot Corp. IT

• Traveled to continental US and Canada locations, obtaining final sign-off from Home Depot Store Managers

(MODs)

Project Manager 01/2012 – 01/2013

Pfizer Pharmaceutical • WFH — via Integrated Strategies & Support

• Coordinated local and international data/equipment migrations, including Singapore, Ireland, India, and the US

• Moderated weekly/biweekly WebEx meetings with migration coordinators, site administrators, network, storage, and application owner teams

• Managed vendor Service Level Agreements (SLAs) and escalated concerns to upper Pfizer management, ensuring all schedules and materials remained on track

• Supervised six Migration Technicians and oversaw the opening and closing of migration events

• Initiated roll calls to confirm team readiness and coordinated data/equipment migrations across local and international locations (Hong Kong, Ireland, India, and Singapore)

• Reported unforeseen issues to upper management, engaged contractors and event leads to address emergent issues, and facilitated WebEx meetings with the Data Protection Team regarding scheduling and

• Logistics

EDUCATION

Associate of Science - Information Technology / Internet Security 07/2011 – 06/2014 University of Phoenix • Chicago

CERTIFICATES OF COMPLETION

• AZ-900: Microsoft Azure Fundamentals — MicroTrain Technologies (Sep 2024)

• AZ-104: Microsoft Azure Administration (MCA) — MicroTrain Technologies (Aug 2024)

• Microsoft 365 Certified: Endpoint Administrator Associate (MCA) — MicroTrain Technologies (Oct 2024)

• CompTIA Security+ SYO-701 — MicroTrain Technologies (Aug 2024)

• Project Management 101: PMP Certificate — Simplilearn (Aug 2024)

• Agile Scrum Foundation — Simplilearn (Aug 2024)

SKILLS

Windows 10/11 Support & Migration • Mac/iOS Support • Hardware Troubleshooting • SCCM / Imaging Autopilot / Intune MDM • Remote Support (Bomgar, LogMeIn, TeamViewer, RDP) • White Glove / C-Suite Support Ticketing: ServiceNow, Jira, Remedy, Zoho • ThreatLocker / SentinelOne / Sophos • Printer Support (Local & Network) Asset & Inventory Management • SLA Management • A/V & Mobile Device • Windows Server 2012 / 2016 • • Mac iOS • Bomgar SCCM • LogMeIn • RDP • Quick Assist • GoToMyPC • Zendesk • TeamViewer ThreatLocker • SentinelOne • Sophos • Symantec • McAfee • Bitdefender • Intune/Autopilot • Pixie Boot • Thumb Drive imaging • Mac • ServiceNow Jira • Zoho • Remedy • Footprints

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