Summary
Managed and maintained critical IT infrastructure for a large academic institution, focusing on endpoint systems, software deployment, and user support.
Highlights
Administered and optimized Microsoft Endpoint Configuration Manager (SCCM) for over 15,000 Windows and macOS endpoints, ensuring consistent patch management and software distribution.
Implemented and managed Microsoft Intune policies for mobile device management (MDM) and mobile application management (MAM) across 5,000+ faculty and student devices, enhancing data security and compliance.
Developed and deployed automated software packages and operating system images, reducing manual installation time by 40% and improving deployment efficiency.
Provided Tier 3 technical support for complex hardware and software issues, resolving an average of 50 tickets per week and maintaining a 95% user satisfaction rate.
Configured and maintained Group Policies (GPOs) in Active Directory to enforce security settings and standardize configurations across the university network.
Collaborated with cybersecurity teams to implement endpoint security solutions, including antivirus, anti-malware, and encryption, resulting in a 15% reduction in security incidents.
Authored and updated technical documentation for system configurations, troubleshooting guides, and standard operating procedures, improving team knowledge sharing and efficiency.