Lincoln Christian College

DeKalb High School

Senior Manager Device Management

Lake Villa, Illinois, United States

ABM Industries

Maintains in-depth knowledge of all mobile device technologies in use and acts as an escalation point for support and implementation teams.  Documents case status and provides updates to management, team and end-users in line with case management guidelines and policies. Develops, documents, and maintains standard operating procedures, best practices and customer service guidelines relating to mobile device technologies. Independently owns and prioritizes task level initiatives in support of the Enterprise Mobility Management Program. Works with mobile carriers in one or more region(s) to optimize plans and services to reduce cost and increase user experience.

- Manage forecasting and spend for Mobility Hardware, Software, --Service and Warranty Globally.
- Recommend mobility solutions, including acquisitions and upgrades.
- Own document management ,consolidation and change management.
- Data integrity for internal and vendor mobility information systems.
- Work with Helpdesk, Provisioning, Infrastructure Operations, Systems Engineering, IT Network Engineering, Security and other teams to identify and resolve escalations, issues and roadmap technology.
- Support Mobile Security Standards
- Interaction with Mobility Hardware, Service and Warranty Vendors to execute company-wide changes in terms and features and services.
- Reporting and Analytics of all mobility related information.
- Mobility Growth Management
            

    
    

    
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Salesforce

Lead IT Asset Management Mobility Specialist

Senior IT Asset Management Specialist - Mobility Administration

Tier II Desktop Support Analyst

- Image & deploy Mac & PC (Lenovo, Dell, and HP) hardware.
-  Train end users on how to use Android devices.
-  Train end users on how to use Mac OSX.
-  Assist in New Hire Orientation.
-  Responsible for resolution of all Level II & III PC & Mac issues.
-  Responsible for approval & purchase of non-standard Mac equipment.
-  Troubleshoot & resolve issues with Android phones and devices.
-  Hardware & Software testing of Android devices.
-  Troubleshoot and resolve issues with Google Apps for Business
-  Assist remote customers with access via VPN.
-  Add & remove assets from Active Directory
            

    
    

    
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Motorola Mobility

Senior IT System Specialist at Motorola Mobility

Deliver outstanding customer service to OWC customers.
-  Assist customers with RAM & Hard Drive installs for Mac & PC systems.
-  Troubleshoot hardware & software issues with Mac Systems ranging from G4’s to current  	Apple models.
-  Assist customers in troubleshooting RAID & server issues.
-  Provide customer service for online experience.
-  Provide outstanding customer service via Live Chat, E-mail, or phone.
-  Provide a knowledge base for customers and fellow OWC employees.
            

    
    

    
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Other World Computing

Level II Technical Support

- Deliver personal training sessions on all Apple software & hardware to Apple customers
-  Responsible for training of Apple employees within the Deer Park Apple Store.
-  Responsible for training business partners.
-  Responsible for maintaining knowledge of all Apple Products - both hardware & software.
-  Deliver training to business partners outside of the Apple Store.
-  Responsible for troubleshooting iPod/iPhone/iPad hardware and software issues.
-  Troubleshoot Mac hardware & software issues.
            

    
    

    
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Apple Store

Creative (Trainer)

Provide high level of customer service to customers of the Apple Store
-  Maintain knowledge of Apple Products
-  Train customers via one on ones on various Apple Products

Apple Retail Store

Mac Specialist

- Assist corporate & franchise employees with network, printing, PC, Laptop, and software related issues.
-  Troubleshoot and resolve issues with the Citrix environment.
-  Responsible for setting up security accounts for all corporate systems including Citrix, Exchange E-mail, and Active Directory.
-  Do QA testing for various company proprietary applications, as well as web applications used by customers.
-  Troubleshoot hardware & software issues for Dell Laptops & PC's, HP Printers, and Compaq PC's.
-  Involvement in projects:
-  Testing and implementation of new company wide virus protection.
-  Updating corporate office Microsoft Office Suite.
-  QA Testing of company websites
-  Answer incoming phone calls, voicemails, and e-mails from franchise locations regarding support issues.
            

    
    

    
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Seko Worldwide

Help Desk

- Assist corporate & franchise employees with network, printing, PC, Laptop, and software related issues.
-  Troubleshoot and resolve issues with the Citrix environment.
-  Responsible for setting up security accounts for all corporate systems including Citrix, Exchange E-mail, and Active Directory.
-  Do QA testing for various company proprietary applications, as well as web applications used by our customers.
-  Troubleshoot hardware & software issues for Dell Laptops & PC's, HP Printers, and Compaq PC's.
-  Involvement in projects:
-  Testing and implementation of new company wide virus protection.
-  Updating corporate office Microsoft Office Suite.
-  QA Testing of company websites
-  Answer incoming phone calls, voicemails, and e-mails from franchise locations regarding support issues.
            

    
    

    
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Help Desk Associate

Research escalation and resolution of Abbott Employees and field sales employee's computer/network related issues.
-  Research resolutions and logging of transaction via Remedy System
-  Handle 30-35 calls per day and this position requires me to provide 100% phone support.
-  Track issues via the Remedy Ticket Tracking System.
-  Assist employees with Lotus Notes E-mail & Database issues.
-  Help with basic connectivity and password resets for employees trying to log in
to the SAP and Siebel system.
-  Troubleshoot and assist employees with password reset issues, PC and Laptop
hardware and software issues, local network print issues, Lotus Notes issues
and VPN connectivity & configuration issues.
            

    
    

    
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Abbott Laboratories

Manage the PC, Laptop, and Network needs of several small business clients.
-  Manage office data networks installation and maintenance projects.
-  Manage home audio and data network installations projects.
Gained excellent experience in project management.

Sexton Enterprises/Future Homes

PC Consultant/Installer

Managed work orders for user across multiple support teams
-  Maintained laptop loaner pool
-  Maintained software loaner pool
-  Installation and relocation of pc's, peripherals and terminals
-  Installation of adapter cards, memory and software packages
-  Analysis, repair, resolution and follow-up of problems in the desktop
environment.

Hewitt Associates

Team Dispatcher

2OP DTS & Support Center

Managed incoming support calls to Global Support Center for the following issues:
-  Researched resolutions and logging of transaction via Remedy System
-  Position required 100% phone support and handling 50-60 calls a day in support of Hewitt employees in the United Kingdom, India and China.
-  Assisted associates with print problems and password resets
-  Assisted associates with Lotus Notes issues.
-  Assisted remote users with connectivity issues via VPN.
-  Support for hardware and software issues
-  Knowledge of PCs and IBM mainframe
-  Knowledge of OS/2, DOS, WIN95 and/or Windows NT&XP operating systems
-  Knowledge of the following:
-  Microsoft Office suite of products
-  TSO/ISPF
-  Knowledge of Local Area Networking concepts
            

    
    

    
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Support Center Generalist

Provide 100% phone support for answering employee questions on 401k, Health Benefits and Cobra plans.
-  Handle 50 calls a day
-  Received M.A.G.I.C (Make A Great Impression on the Customer) training.

Adam Thomas

Adam Thomas