Microsoft Endpoint Configuration Manager
Alexander Whitty
Endpoint Engineer
Norwich,CT
Summary
Endpoint engineer with over 10+ years of successful experience in endpoint management and provisioning. Excellent reputation for resolving complex technical issues and improving end user experience. Recognized consistently for performance excellence and contributions to success in Financial, Healthcare, Retail and Aviation industry. Strengths in Operating System Deployment, Endpoint Security Hardening, automation scripting and Asset Management, backed by training in Computer Network Technology and IT Service Management.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
3
3
Certificates
Work History
Senior Endpoint Engineer
Raytheon Technologies
Remote
01.2022 - Current
- Serve as subject matter expert for all endpoint management activities within new unified RTX environment. Responsible for migration, provisioning, management and compliance of over 200,000 endpoints, supporting various Business Units within RTX organization.
- Contribute to design, planning , development and release of new unified Configuration Manager infrastructure capable of supporting over 200,000 endpoints.
- Successfully migrate all RTX endpoints from legacy endpoint management tools to new unified CM environment.
- Serve as subject matter expert with ownership role of core RTX Standard Operating Environment (SOE) build process for all device provisioning activities globally.
- Gather, identify and consolidate all Business Unit specific requirements for endpoint configurations and ensure all required Applications and configurations are applied during provisioning to support end users.
Senior Endpoint Engineer
Staples Retail Stores
Framingham
07.2019 - 01.2022
- Responsible for design and implementation of solutions to support operational and customer facing retail store systems such as point-of-sale, store associate desktops, in-store kiosks, mobile devices.
- Engineered and delivered next generation point-of-sale platform across all retail stores and successfully migrated legacy Windows 7 based endpoints to Windows 10.
- Utilized Configuration Manager (SCCM) to develop, release and maintain ownership of Core Operating System Deployment process for all Windows based endpoints.
- Work cross-functionally with Security, Network and Directory Services to hardened endpoint security by implementing Hard Disk Encryption (BitLocker), CyberArk account vaulting, PKI certificate-based authentication as well as perform quarterly Qualys scans to identify and remediate vulnerabilities.
- Function as SME for point-of-sale Hardware. Lead vendor escalations to investigate and resolve complex technical issues impacting stability and performance.
- Act as point of escalation for L3 support teams and provide technical guidance to Staples' retail business and IT organizations.
Endpoint Engineer
UnitedHealth Group
Hartford
12.2017 - 06.2019
- Utilized Altiris Deployment Solution to create custom OS Images, driver packages and applications as well as maintain release cadence of bare-metal and Upgrade Builds for over 180,000 endpoints.
- Functioned as a technical consultant during Hardware Lifecycle & RFP planning, working with OEM vendors (HP, Dell, Lenovo, Microsoft) to identify, evaluate and recommend hardware that meets company standards.
- Performed in-depth evaluations, comparisons and benchmark testing to ensure endpoints meet company standards for integration, performance, durability and management.
- Served as Subject Matter Expert during Windows 10 Migration Project, successfully migrating all endpoints while support 80+ distinct hardware models from various vendors.
- Acted as an escalate point for Level 2 & 3 Desktop support teams troubleshooting high-impact Hardware/OS related issues.
Senior Technical Business Analyst
UnitedHealth Group
Hartford
07.2016 - 11.2017
- Focused on advanced ServiceNow (Incident,Problem,Change records) analytics in an effort to proactively identify potential peak hours, High-Impact deployments and monitor for incident trends.
- Functioned as an SME for the Level II Desktop support team handling customer escalations and investigate root cause for high-priority incidents.
- Led efforts to eliminate incidents by collaborating with L3 support teams to identify and implement process improvements that directly led to a reduction of 50,000+ Incidents per year.
- Functioned as a Liaison for the Service Desk across End User Technology Services during company wide deployments and changes to ensure proper risk/impact assessment.
- Developed advanced reporting dashboards utilizing Tableau, Excel and SQL to monitor real-time Incident trends and improve resolution SLA.
Senior Technical Support Analyst
UnitedHealth Group
Hartford
01.2015 - 06.2016
- Functioned as a Team Lead for the Live Chat Service Desk team supervising a team of 30+ Analysts to ensure high productivity and fast incident resolution/escalation.
- Implemented new Policies, Procedures, Quality Assurance and surveys that directly led to a 30% Productivity increase and 90+% satisfaction rate by our end-users.
- Responsible for Analyst Training/Coaching, improve their productivity and provide better customer service.
- Analyzed Incident data to identify trends, adjust staffing needs, monitor session duration and abandonment. Increased total contact rate by 20% and lowered session abandonment rate by 20%.
Technical Support Analyst
UnitedHealth Group
Hartford
09.2013 - 12.2014
- Provided Level I & II Technical support to over 200,000 company employees in a call center environment via phone and Live Chat sessions.
- Responsible for troubleshooting and resolving technical issues related to Windows XP/7/8.1/10, Citrix, Office applications, network connectivity, account lockouts, Cisco IP phones, VPN, routers and hardware failures.
- Implemented process improvements to Incident documentation providing more accurate triaging, as well as faster escalation routes based on user impact.
- Consistently exceeded KPI's in Call Handle Time, First Call Resolution and Quality.
Desktop Support Technician
SS&C GlobeOp
Hartford
01.2013 - 09.2013
- Responsible for developing and managing bare-metal Windows 7 Build for 10,000+ managed endpoints using Symantec Ghost Solution.
- Provided Technical support resolving issues related to Windows XP/7, MS Office applications, network connectivity, Cisco IP phones, access management, hardware failures.
- Utilized Dell's KACE client management tool to deploy applications Windows updates and create custom inventory reports.
- Resolved Citrix related issues such as ghost sessions, Thin Client connectivity and configuration issues.
Desktop Support Technician
Capital Region Education Council (CREC)
Hartford
09.2011 - 12.2012
- Provided Level I & II Technical support to CREC staff, faculty and students in the supported school district.
- Responsible for troubleshooting resolving technical issues related to Windows XP/7, Office applications, network connectivity, Cisco IP phones, access management, hardware failures.
- Developed, customized and deployed core Windows 7 Build for all managed endpoints using Microsoft Deployment Toolkit and SCCM.
- Performed Active Directory administration including account creation, OU management, GPO creation, group membership.
Education
Associate of Science - Computer Network Technology
Manchester Community College
Manchester, CT 08.2011 - 05.2013
High School Diploma -
Bacon Academy
Colchester, CT 08.2006 - 05.2008
Skills
Operating System Deployment
Endpoint Management
Hardware Lifecycle
PowerShell, VBscript, Batch Scripting
Group Policy Management
Windows Debugging
Microsoft Intune
Microsoft Autopilot
Co-Management
Active Directory
Endpoint Security
Software
VMWare Airwatch
Microsoft Office 365 Suite
ServiceNow
Tableau
IBM Bigfix
Carbon Black (Bit9)
Tanium
1E Nomad
Certification
ITIL® Foundation v3
References
Tel: +1(860) 502-6574
E-mail: scott_t_kelsey@optum.com
Timeline
Senior Endpoint Engineer
Raytheon Technologies
01.2022 - Current
Senior Endpoint Engineer
Staples Retail Stores
07.2019 - 01.2022
Endpoint Engineer
UnitedHealth Group
12.2017 - 06.2019
ITIL® Service Capability OSA
02-2017
ITIL® Foundation v3
07-2016
ITIL® Foundation v3
07-2016
Senior Technical Business Analyst
UnitedHealth Group
07.2016 - 11.2017
Senior Technical Support Analyst
UnitedHealth Group
01.2015 - 06.2016
Technical Support Analyst
UnitedHealth Group
09.2013 - 12.2014
Desktop Support Technician
SS&C GlobeOp
01.2013 - 09.2013
Desktop Support Technician
Capital Region Education Council (CREC)
09.2011 - 12.2012
Associate of Science - Computer Network Technology
Manchester Community College
08.2011 - 05.2013
High School Diploma -
Bacon Academy
08.2006 - 05.2008