Senior Engineer Direct Support

Michael Roche

***********@*****.*** Phoenix, AZ, US 631-***-****

WORK HISTORY

Sr. Systems Engineer at Osaic

****-**-** - ****-**-30(6 Year(s))

Results-oriented Senior Engineer with extensive experience in designing, implementing, and managing Microsoft solutions for diverse enterprise environments. Adept at leveraging solutions for comprehensive endpoint management, security, and compliance. Proven track record of optimizing device life cycle management and enhancing user productivity through seamless deployment and support of modern workplace technologies. Develop and maintain a comprehensive systems and desktop infrastructure strategy that aligns with the organization s objectives, ensuring a stable and efficient computing environment. Provided Level 3 direct support troubleshooting for end users, utilizing SysTrack suite, WinDbg an AppCrassh apps. Azure AD, Intune, SCCM and MDE management. Researched and evaluate emerging systems desktop technologies, hardware, and software solutions to recommend appropriate upgrades or enhancements that can enhance performance, security, and cost-effectiveness. Sr. Lead for the deployment and configuration of desktop systems, using Microsoft Intune, Endpoint Manager, and Autopilot. Implemented robust security measures and best practices to safeguard desktop systems from potential threats and ensure compliance with industry standards and regulations. Developed automation scripts and processes to streamline desktop deployment, maintenance, and updates, reducing manual intervention and improving efficiency. Managed hardware and software inventories, oversee and coordinate hardware refresh cycles to ensure optimal performance and cost management. Provide advanced technical support and troubleshooting assistance to address complex desktop-related issues and incidents escalated by the IT Level I and II support teams. Created user guides, training materials, and various documentation to assist employees in effectively using desktop systems and software applications. Collaborated and was lead with cross-functional IT teams, network administrators, and system architects to integrate desktop infrastructure seamlessly with the overall Osaic Enterprise. Also was primary IT point of contact for all Executives and their respective admins. Sr. NOC Systems Engineer at ITsavvy

2015-03-01 - 2018-01-31(3 Year(s))

Supported and overseeing day-to-day operations of all business critical systems within the data centers by monitoring system performance, configuration, maintenance and repair, provide assist with the highest level of troubleshooting, working with other Systems Engineers and Infrastructure Architects, manufacturers, and vendors to resolve system wide issues, Monitored and teste application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes. Prescribed system backup disaster recovery procedures and directs recovery operations in the event of destruction of all or part of the operating system or other system components, executed multiple projects ensured appropriate management was apprised of operational status of projects. Performed and conducted after-hours maintenance of all Infrastructure systems by applying security patches on a weekly basis, Documente the design, operation and troubleshooting of technology platforms and procedures. Served as a mentor and trainer to Jr. Systems Administrators and or IT Level 2 Helpdesk. Lead the administration and monitoring for the entire Windows system infrastructure as well as VMware backend environment. Project lead for deployment of Cylance Web Security from inception to company wide deployment and ongoing support and monitoring. Acted as an engineering level escalation resource to the Network Operations Center (NOC) and other operations groups to assist with fault analysis.

Infrastructure Specialist III at Princeton Info Systems 2014-06-01 - 2015-03-01(1 Year(s))

My position was a Level 3 Windows Desktop Infrastructure Specialist who supported the global plant consisting of 180,000+Windows desktops, laptops and virtual PCs. · General Infrastructure Support and Productivity Application Support as described below I collaborated with all ETS internal teams (engineering, IT security, application developers, desk-side support) and third party vendors to resolve complex technical issues. · My services included incident, problem and change management, drift management and we were responsible for the health of all the PCs in the firm. · We distributed the core Windows build, manage security patches, supported the software distribution platform, maintained PC configuration settings and provided reporting on the Windows Enterprise environment. We developed scripts and other forms of automation to solve problems within the enterprise desktop computing space. This included creating and maintaining our own monitoring and reporting tools. · I provided global coverage for incidents 24 7 in a follow-the-sun model. Team members were required to cover for escalations on one weekend every few months. The rest can be deleted for brevities sake. 3rd Level Systems Analyst at CapitalOne

2012-05-01 - 2014-06-01(2 Year(s))

I was responsible for providing high quality desktop, network, mobile device and applications support for all associates and professional staff. As a member of the IT Operations team, I facilitated network desktop application service fulfillment requests, provided guidance and provided the documented information, assessed requests for new services and features for potential fulfillment by existing services, restore PC Desktop and Servers and related technology services or service features to 100 operational state, and help improve the user experience to both internal customers as well as external parties the firm works with. I provided direct hands on support to users who are experiencing any kind of desktop hardware, software, telephony or networking issues and providing complete follow-through to successful resolution. Performed hardware diagnostics and executing or coordinating repairs in a timely fashion to ensure customer satisfaction. I was responsible for hardware procurement and asset management including placing orders through outline purchasing tools for specific vendors for hardware peripherals and managing both inventory and tracking of those items. Assessing the software compatibility with current operating system(s) and executing on the installation and maintenance of practice specific applications. Assisting and mentoring other team members on various technologies. Planning, scheduling and executing computer equipment installations, imaging, upgrades and replacement projects. Pro-actively assessing employee capacity by working with business administrators to ensure appropriate level of hardware inventory to meet business needs. Conducting research on computer products (trends in technology) in support of PC procurement and development efforts. Evaluating cost benefit analysis of products and recommend hardware and installation products for purchase. Utilize and leverage current mechanisms to obtain feedback from end users. Analyze results of feedback from end users, make recommendations for support process improvement to senior management, and implement approved changes. · Acted as a technical liaison between the other support groups within IT infrastructure to ensure proper communication regarding new user services and or problems with existing user services taking place. Collaborating with the IT Infrastructure team to perform occasional hands-on IT infrastructure software and hardware installations and maintenance at the Melville, NY office. Effectively translating user requests, business needs and technical specifications into formal written documentation. Maintaining vendor relationship for contact troubleshooting purposes serving as a liaison with third-party support and PC equipment vendors. · High level experience working with connectivity and application troubleshooting in a Citrix and VPN environment. A thorough understanding of desktop operating system environments and integration points with Microsoft Office and EDUCATION

Hofstra University -

Graduated 1988-01-01

Business Administration and Management

SKILLS

Active Directory, 18 years

MS Azure, 12 years

Windows OS, 28 years

LANGUAGES

English, Native/Bilingual