Billy Strickland
Endpoint Administrator
Aubrey,TX
Summary
Lead Support Analyst with extensive experience leading and providing technical support. Skilled in managing network devices, multiple operating systems, and escalation processes. Proven track record as a Project Lead for large-scale system conversions, updates, and migrations. Recognized for exceptional customer service, team leadership, and cross-functional communication.
Overview
11
11
years of professional experience
4
4
Certifications
Work History
Endpoint Administrator
Sammons Industrial
Dallas, TX
01.2021 - Current
- Created comprehensive documentation for the company's telecom systems by designing data-linked Lucidchart diagrams and generating dynamic, easily updatable PDF resources.
- Built out Teams rooms and handled all C-Suite white glove requests
- Helped setup initial Intune Autopilot
- Setup all software to automatically install based on job role
- Administered MaaS 360, Workspace ONE, and Microsoft Intune, overseeing the deployment, configuration, and management of all mobile applications across the organization.
- Administered BCI and OpenPath systems, managing all aspects of building access control to ensure secure and efficient entry for employees and visitors.
- Implemented the PrinterLogic SaaS solution, streamlining printer management and enhancing accessibility for company-wide printing needs.
- Deployed 3rd-party application patching via Microsoft Intune, improving software update compliance and security across endpoints.
Helpdesk Lead
Terralogic
Dallas, Texas
01.2019 - 01.2021
- Developed and executed strategic plans for process improvement, driving operational excellence across the organization.
- Identified root causes of recurring issues through rigorous problem-solving techniques, developing long-term solutions to prevent recurrence.
- Optimized inventory management practices, reducing excess stock and minimizing shortages.
- Engaged with frontline employees to understand their challenges and perspectives, leading to more effective problem-solving.
- Project Lead on the Briggs Equipment Company refresh from Windows 7 to Windows 10, overseeing the planning, execution, and successful transition across the organization.
- Developed a company image using KACE SDA, ensuring a consistent and streamlined OS deployment across all devices.
- Led weekly meetings and delivered KPI reports to management, utilizing MySQL to generate custom reports in KACE and Power BI for data-driven decision-making.
- Managed and maintained the hybrid Office 365 environment for Briggs Equipment and Mackinnon Equipment, ensuring smooth operations and user support.
Tier 3 Technical Support Representative
Terralogic
Dallas, Texas
03.2014 - 01.2019
- Conducted audits of Active Directory objects and user permissions, collaborating with HR to standardize job roles and ensure compliance with organizational access policies.
- Served as the first point of contact for branch outages, responsible for initial triage, documentation, and escalating issues by opening tickets with Sprint, AT&T, or local vendors to support the network.
- Troubleshot and resolved 2nd and 3rd level email, spam, and Outlook client-related issues, ensuring minimal disruption to end-users.
- Reduced spam volume by implementing firewall filtering and utilizing Barracuda Networks spam and firewall software, leveraging real-time spam blacklists for incoming email protection.
- Documented and maintained company print servers, coordinating with Xerox for print supply management and adding new printers to the network as needed.
- Created and maintained daily reports using Symantec, ensuring updates and compliance for all client systems.
- Facilitated remote support sessions with clients, guiding them through troubleshooting steps and performing necessary system adjustments.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Mentored junior technical support representatives, enhancing their problem-solving skills and product knowledge.
- Contributed to the development of internal training materials, increasing overall team efficiency and expertise.
- Conducted root cause analysis for major incidents to prevent future occurrences, ensuring optimal system performance.
- Streamlined technical processes by developing and maintaining comprehensive knowledge base articles.
Education
No Degree - Computer Science
Collin County Community College
Plano, TX 05.2001 -
Skills
Active Directory
Exchange
Microsoft Intune
AirWatch
Windows (10/11)
IOS
Android
Mobile Device Management (MDM)
Mobile Application Management (MAM)
PowerShell
Azure Active Directory
Hybrid Cloud Environments
Certification
CompTIA, A+
Timeline
Microsoft, MS-102 Enterprise Administrator Expert
12-2024
Microsoft, MD-102 Endpoint Administrator Associate
01-2024
Endpoint Administrator
Sammons Industrial
01.2021 - Current
Helpdesk Lead
Terralogic
01.2019 - 01.2021
Tier 3 Technical Support Representative
Terralogic
03.2014 - 01.2019
CompTIA, A+
05-2011
CompTIA, Security+
01-2011
No Degree - Computer Science
Collin County Community College
05.2001 -