Gary Jacob

• Local IT Support for Wella Global Office and all Research and Development laboratories from DC to Canada
• First to third level support for all PC ,Printers ,Mobile Devices and Video Conferencing issues
• White glove support to Wella Senior Executives stationed at Wella Headquarters in NYC
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Submitted service tickets for equipment maintenance requests.
• Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Reset and restored mobile operating systems such to factory default settings to correct software-based faults.
• Support Mobile Devices for Wella's Senior Executive Team

• Design, implement and maintain Enterprise Mobile Device Management (MDM) and Mobile Application Management (MAM) infrastructure systems
• Mobile device administration
• Manage large-scale device deployments
• Create/configure customized polices
• Develop and execute activity, performance, and compliance reports
• Resolve escalations from the End-User support team and manage vendor support cases, as well as take ownership of product issues
• Train end users and support teams on device technology
• Consult with business unit systems groups on their mobile strategy and contributing to creating solutions for their mobile needs
• Provide exceptional customer service to Client end users, Business Stakeholders and other members of Client IT
• G-Suite administrator
• Acquisition and Deployment of new Apple Hardware to end users
• Provide Desktop Support for in office personal computers and laptops
• Provide all Desktop Support for the Corporate Boardroom and the Board of Directors
• Provide Desktop Support for Sr. Executive Staff
• Deployment of all Avaya desktop hardware
• Administration Avaya Telephone and Voicemail system for all corporate locations and 55 facilities
• Apple Business Manager Administrator
• Troubleshooting issues within Windows/Mac OS/iOS/Intune/Mass360/Citrix/Azure environments
• Microsoft Exchange email Sentry setup & management with MDM
• Support the end-user Operations (e.g., new hire onboarding and offboarding process)

Standardize all Desktop Hardware for the company

· DELL Certified Systems Expert / DELL Certified Technician
· Deployment of all new Hardware to end users
· Provide Desktop Support for all in office personal computers and laptops
· Provide Desktop Support for all field personal computers and laptops
· Create PC and laptop images using Symantec Ghost Cast Server
· Manage Microsoft Terminal Services users
· Installation of Category 5 (RJ-45) cable and hubs

· Deployment of all Avaya desktop hardware
· Deployment of WiFi and CDMA Wireless communications hardware to all mobile users
· Deployment of Blackberry Handhelds and BES administration
· Good Link Administration for Windows Mobile and Palm Handhelds
· Deployment of Mobile Telephones
· Front line support for all Managers, Directors and Executives
· Procurement of all hardware for the company

· Manage all software licenses and MSDN subscriptions

· Manage all IT related assets for corporate locations and associated facilities

Support of office automation products and computer peripherals, like printers and scanners ,fax machines etc .

· Standardize all Desktop Hardware for the company

· Deployment of all new Hardware to end users
· DELL Certified Systems Expert / DELL Premier Access Certified Technician
· Provide Desktop Support for all in office computers
· Provide Desktop Support for all store personal computers and laptops
· Create PC and laptop images using Symantec Ghost and deploy to Dell Custom Factory Integration for production.
· Assist in maintenance and support on Windows networks
· Installation of Category 5 (RJ-45) cable and hubs
· Coordinate regular vendor meetings
· Generate weekly project and status reports for CIO
· Setup lease line / frame relay communications between field and home office
· Deployment of WiFi and CDMA Wireless communications in home office and field
· Administration of TrackIt! server and software
· Deployment of Blackberry Handhelds and BES administration
· Nortel VPN Administration and Support
· Front line support for all Regional Managers and Executives

· Provide Desktop Support for all in office personal computers and laptops
· Provide Desktop Support for all field personal computers and laptops
· Create PC and laptop images using Symantec Ghost

Provide Level 1 Technical Support for Barnes & Noble Text-Aid Software (Textbook Management System). Assist users through the Textbook Management Cycle. Enter all trouble tickets and create documentation for future Analysts. Assist Hardware Support in troubleshooting hardware issues for the IBM As/400. Assist Point of Sale Support in troubleshooting software and hardware issues for the IBM 4690 Point of Sale System