Summary
Work History
Education
Skills
Additional Information
Timeline

Jeffery Galvin Sr.

Mesa,AZ

Summary

Dynamic senior IT professional with nearly 2 decades of extensive experience excelling in both Active Directory and Microsoft Exchange administration along with project management. Proven track record in optimizing IT operations and enhancing user support efficiency. Experienced in cybersecurity support and fostering collaboration with other teams to ensure seamless operational excellence with high user satisfaction. Committed to aligning technology with business goals while driving successful technology implementations and ensuring compliance with industry standards.

Work History

Senior IT Specialist

ASM America
07.2024 - Current
  • Lead day-to-day USA IT operations and ensure Service Level Agreement/ Service Level Objectives are met accordingly.
  • Handle all ASM USA IT matters as the USA IT lead during IT Manager’s absence.
  • Provide regular updates and communications to key stakeholders for any critical issues / escalations.
  • Manage a team of desktop support technicians and help them to provide effective and timely support with daily operations. Provide direction to them when trying to reach a resolution to an issue in a more time efficient manner.
  • Work in a collaborative team environment to solve problems and work on projects.
  • Ensure USA IT infrastructure (Server/ Network/ Software/Peripheral equipment) is running smoothly and efficiently by troubleshooting and resolving problems.
  • Work closely and cooperate with ASM Global IT infrastructure and network team's operations, implementation, execution, arrangement scheduled upgrade and projects.
  • Evaluate and implement new technologies and systems that improve IT infrastructure and support the ASM Business goals.
  • Take lead to address key engineering application issues on engineering systems virtually accessed by users across globe.
  • Engineering applications support, diagnose system hardware, software, and operator problems. Recommend or perform remedial actions based on knowledge of system operation.
  • Develop, review, implement and support solutions to ensure systems and processes align with the Global IT strategy and the policies and procedures are up to date and compliant with industry standards and regulation
  • Perform a variety of tasks including troubleshooting desktop, laptop and phone connectivity issues.
  • Responsible for successful deployment and implementation of desktop, mobile & VR technology.
  • Develop and evaluate innovative ideas to assess value added, impact, risks, challenges, opportunities, and benefits for the organization.
  • Maintains equipment, supplies, data supporting processes or operations. Typical examples includes scheduling routine equipment maintenance, ordering supplies, monitoring inventory, updating data records, and interacting with suppliers.
  • Manage 3rd party vendors and contractors on-site
  • Good understanding of SAP modules.

Operations Desktop Support Lead

West Pharmaceutical Services Inc
11.2021 - 07.2024
  • Manage all support requests utilizing the Jira ticketing system for tracking all IT related requests.
  • Active Directory administration to setup and modify user accounts, granting user permissions to access servers, network drives, and additional tasks.
  • Provide Microsoft Exchange and Office 365 support.
  • Provide on-site and remote support for 500+ users, computers and mobile devices.
  • Configure hardware, devices and software to set up workstations for employees.
  • Monitor endpoints for ransomware and cyber threats using Cisco Secure Client and Tenable to protect laptop and desktop systems.
  • Diagnose and troubleshoot hardware, software and network issues.
  • Work closely with infrastructure and network support team for operational support, tasks, and projects.
  • Assist networking team to support and troubleshoot devices such as switches, hubs, gateways, routers, WAPs and other hardware.
  • Assist with virtual and local onsite server operations for special projects.
  • Roll out software updates and apply server patches to prevent threats from penetrating networks.
  • Setup and manage corporate mobile devices via InTune management software.
  • Collaborate with contractors and vendors to locate components needing replacement to resolve problems.
  • Test and evaluate new software and hardware prior to deployment.
  • Work with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.

Global Desktop Support Lead - Contractor

Jacobs Engineering
06.2017 - 10.2021
  • Utilize ServiceNow ticketing system for all support related requests
  • Manage on-site and remote support of several satellite sites for 400+ users, computers and devices.
  • Support corporate mobile devices via InTune management software
  • Provide Microsoft Exchange and Office 365 support
  • Active Directory administration to modify user accounts, setup user permissions to access servers, network drives, and various other tasks.
  • Diagnose and troubleshoot hardware, software and network issues assisting the network team.
  • Worked with various databases, software and peripherals and various types of hardware.
  • Installed, configured and maintained computer systems and network connections.
  • Identify negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Probe and evaluate user problems, using test scripts, personal expertise, and probing questions.

Desktop Support Engineer - Contractor

Maricopa Community College
10.2016 - 05.2017
  • Configure systems and software applications for new and current employees.
  • Train employees to use company software packages and applications.
  • Relocate and facilitate office moves to setup workstation equipment and office phones for employees as requested.
  • Maintain inventory of hardware and software components to keep records accurate and up to date.
  • Active Directory and Exchange Administration.
  • Advise management team on the best technological solutions for the organization.
  • Explain technical information in clear terms to promote a better understanding for non-technical users.
  • Develop technical solutions related to software issues and resolve setup errors to minimize user downtime.
  • Troubleshoot potential problems in a timely manner and eliminate them before any escalation steps took place.
  • Document and update known fixes in knowledge base for future reference.

Support Services Administrator - Contractor

Arizona Kidney Disease And Hypertension Center
03.2016 - 09.2016
  • Manage and resolve end user calls, emails, and tickets utilizing Help Spot ticketing system.
  • Configure computers and mobile devices to connect to the network.
  • Setup work areas for computer, office phone and other equipment for onsite employees.
  • Performed facility-based moves, adds, and changes (MACs), as requested per ticket.
  • Resolve user computer issues with system updates, performance tune-ups and optimization.
  • Active Directory and Exchange Administration.
  • Setup user permissions to access servers, network drives, and network printers.
  • Support off-site users remotely between 5 offices around Arizona.
  • Asset tracking and equipment disposal of obsolete/broken devices with an e-waste vendor.
  • Trained new entry-level technicians on the team.
  • Reported problems beyond the scope of my ability or responsibility were communicated in a timely manner to senior-level support personnel.

Desktop Support Analyst II - Contractor

Mobile Mini
01.2016 - 03.2016
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Troubleshot various technical issues dealing with printers, network and phone systems.
  • Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
  • Assisted clients daily by gaining remote access to computers and resolving application issues.
  • Installed new hardware and software, patched and configured settings as required.
  • Loaded and configured operating systems on computers with approved applications.
  • Removed malware, ransomware, and other threats from computers using various applications
  • Analyze, troubleshoot and repair computer systems, hardware and computer peripherals.
  • Diagnose and troubleshoot applicable network issues.

Desktop Support Analyst - Contractor

ASM America
06.2015 - 12.2015
  • Microsoft Exchange\Active Directory administration
  • Created/modified user accounts to access servers, network drives, and network printers.
  • Managed and resolved end user calls, emails, and tickets using SCSM.
  • Deployed images and software to computers using SCCM.
  • Support onsite and off-site users remotely using various remote tools.
  • Configured computers and mobile devices to connect to the network.
  • Performed asset tracking and equipment disposal of broken devices.
  • Provided assistance to the infrastructure and networking team for network and system related issues.
  • Assisted customers by performing analysis of various issues relating to LANs, desktop computers, Internet connectivity and application based problems.
  • Assisted user with the intent of developing and improving processes related to systems related issues.
  • Maintained error log and resolution reports in coordination with IT departments.

Desktop Support Technician - Contractor

Office Of Information Technology -Town Of Gilbert
05.2014 - 05.2015
  • Microsoft Exchange\Active Directory administration.
  • Created\modified user accounts to access servers, network drives, and network printers.
  • Managed and resolved end user calls, emails, and tickets in a timely manner.
  • Deployed images and software to computers using SCCM.
  • Supported users onsite and off-site using remote tools.
  • Performed basic Mac PC application support for media team.
  • Transported, relocated, and setup equipment requested for users.
  • Ensured all assets and devices are securely connected to the network.
  • Manage asset management and disposal of obsolete Inventory.
  • Provided technical support to system users within the organization.
  • Defined technical problems and worked with engineering/development staff to determine solutions.
  • Assisted users in implementing solutions.
  • Performed system optimizations to enhance overall system performance.

Desktop Support Engineer - Contractor

CVS Caremark
09.2013 - 03.2014
  • Configured, installed, and supported desktop, laptop, mobile devices, printers, and monitors for end users.
  • Delivered/setup equipment in various departments as requested.
  • Diagnosed hardware and software issues, relay resolution plans to users, and provide status updates.
  • Provide remote assistance to onsite and off-site users.
  • Deployed/installed software packages using SCCM and PS Exec.
  • Utilized SharePoint to organize inventory and obtain part numbers to equipment.
  • Assisted new employees set up workstations.
  • Maintained and upgraded equipment as needed.
  • Trained new employees to use a company's software and apps.
  • Worked with existing vendors to evaluate new technology.
  • Advised higher management team on the best technological solutions.
  • Monitor the performance of desktop infrastructure and provide suggestions to improve efficiency.
  • Tested, installed and set up applications on user workstations.

Support Specialist - Contractor

Valle Del Sol Health Services
10.2012 - 08.2013
  • Microsoft Exchange/Active Directory administration.
  • Phone support provided to resolve issues for staff.
  • Computer and mobile device setup, upgrade and support.
  • Computer imaging for laptops and desktops (Acronis/Ghost).
  • Remote support for onsite and off-site staff.
  • Consulted with IT managers and other departments as required.
  • Provided IT assistance to staff and customers.
  • Trained end-users on hardware functionality and software programs.
  • Resolved logged errors in a timely manner.
  • Monitored hardware, software, and system performance metrics.
  • Updated computer software as well as upgraded hardware and systems.
  • Maintained databases and ensured system security.
  • Performed and documented processes and diagnostic tests.
  • Maintained track of technological advancements and trends in IT support.
  • Performed basic Mac PC application support for various teams.

System Administrator

Cisco Credit Inc.
01.2012 - 10.2012
  • Set up new user accounts & workstations.
  • Installed and supported hardware, software, and peripheral equipment onsite.
  • Install and configure software and hardware.
  • Coordinated and monitored the distribution of software and service packs to computers.
  • Monitored performance and maintained systems according to requirements.
  • Managed phone systems for the entire office.
  • Restoration of services after unplanned outages.
  • Monitored and updated company website on a consistent basis.
  • Provided detailed reports of daily operations to the manager.
  • Performed daily data backups and managed backup logs.
  • Managed network equipment and technology tools.
  • Troubleshoot issues and outages.
  • Ensure security through access controls, backups and firewalls.
  • Developed the knowledge to train and instruct staff on new technologies for the office.

Desktop Support Project Lead

Source Management Group
05.2010 - 12.2011
  • Serve as the key IT desktop support point of contact.
  • Supervised and managed a team of 10 desktop support technicians and provided effective and timely day-to-day IT desktop support, advice, guidance and diagnosis, and timely problem resolution for clients.
  • Collaborated with client to coordinate, schedule, install and configure end user hardware and/or software, devices, peripherals and applications.
  • Monitor desktop setup/breakdown, peripheral and phone configuration.
  • Monitor cable management for each computer setup.
  • Verify network printers were setup and configured properly.
  • Assist technicians with hardware and software upgrades to systems.
  • Ensured antivirus installation, scans and monitoring and other security protocols as per required standards.
  • Monitored installations effectiveness and compliance to ensure configuration management records were maintained.
  • Collaborate with management to achieve escalated issue resolutions, escalations and compliances as appropriate.

Education

Diploma in Photocopier Technology - Information Technology

Arizona Technical Institute, Tempe, AZ
05.2006
  • Completed professional development in Photocopier Technology

High School Diploma -

Colonel White High School For The Arts, Dayton, OH
06.2000

Skills

  • Microsoft Entra ID - (Azure AD)
  • Identity and Access Management
  • Privileged Access Management
  • Cybersecurity Support and Incident Response
  • PowerShell Automation Scripting
  • Windows Server, Active Directory and Microsoft Exchange Administration
  • SCCM Imaging, Package & Application Deployment
  • ServiceNow and Jira Ticket Management
  • InTune Mobile Device Management
  • Asset and Inventory Life Cycle Management
  • Microsoft Office 365 Proficiency
  • Critical Thinking and Decision Making
  • Strong Interpersonal Communication
  • Team Leadership and Project Management
  • Stakeholder Management and Communications
  • Purchasing and Procurement Planning

Additional Information

Additional experience working contracts and permanent positions include the following:


J-Curve Technologies

Wells Fargo

AT&T


Previous work history prior to 2010 will be provided upon request.

Timeline

Senior IT Specialist - ASM America
07.2024 - Current
Operations Desktop Support Lead - West Pharmaceutical Services Inc
11.2021 - 07.2024
Global Desktop Support Lead - Contractor - Jacobs Engineering
06.2017 - 10.2021
Desktop Support Engineer - Contractor - Maricopa Community College
10.2016 - 05.2017
Support Services Administrator - Contractor - Arizona Kidney Disease And Hypertension Center
03.2016 - 09.2016
Desktop Support Analyst II - Contractor - Mobile Mini
01.2016 - 03.2016
Desktop Support Analyst - Contractor - ASM America
06.2015 - 12.2015
Desktop Support Technician - Contractor - Office Of Information Technology -Town Of Gilbert
05.2014 - 05.2015
Desktop Support Engineer - Contractor - CVS Caremark
09.2013 - 03.2014
Support Specialist - Contractor - Valle Del Sol Health Services
10.2012 - 08.2013
System Administrator - Cisco Credit Inc.
01.2012 - 10.2012
Desktop Support Project Lead - Source Management Group
05.2010 - 12.2011
Arizona Technical Institute - Diploma in Photocopier Technology, Information Technology
Colonel White High School For The Arts - High School Diploma,

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Jeffery Galvin Sr.