Alexander Miranda

• Collaborate with a team of 4 to manage an SCCM environment supporting 26,000+ global workstations, ensuring optimal performance and scalability
• Led multiple migration projects, integrating acquired companies into existing Microsoft infrastructure, including SCCM, Intune, Active Directory, and Hybrid Join systems
• Leverage Intune for efficient application deployment and management, ensuring streamlined delivery and minimal downtime for end users
• Spearheaded the successful rollout of Patch My PC to enhance third-party application patching, improving security and reducing manual intervention for updates
• Developed and packaged applications using PowerShell, achieving broad deployment; one package has been installed 3,000+ times, saving over 1,500 man-hours
• Streamlined workflows and enhanced team efficiency by leveraging automation and scripting expertise to resolve infrastructure challenges
• Partnered with cross-functional teams to implement best practices for device management, contributing to a seamless user experience across global operations

● Work directly with Sedgwick executives to ensure maximum uptime

● Accurately document troubleshooting steps and resolutions in ServiceNow

● Took escalation from fellow team members, and promptly de-escalated situations

● Worked directly with other service desks and built a good rapport to further escalate the needs of our executives

● Aided end users via remote control service in order to install software or resolve an issue.

• Supported 150+ clients and maintained over 300 Veam backups, ensuring consistent and reliable backup operations
• Managed user accounts in Active Directory and deployed hardware to new users efficiently
• Promoted to Client Manager within three months, working directly with client liaisons to meet business needs
• Utilized Mimecast to ensure email security, remediating phishing attempts and conducting educational campaigns with Bullphish

• Assisted end users with technical issues, escalating and resolving complex cases within ServiceNow
• Prepared and installed equipment, services, and software for seamless employee onboarding
• Documented current processes and contributed to defining revised workflows

• Operated VMware and Citrix virtual environments, configuring desktops, servers, routers, and switches for clients, including high-end hotels
• Built and racked servers with organized cabling to ensure airflow and operational efficiency
• Conducted quality assurance tests on new platforms to ensure compliance with established standards
• Documented and refined current processes to enhance operational workflows