Joel Cook
Fremont,NE
Summary
Dedicated and results-driven senior IT leader bringing 15+ years' experience leading teams, managing operations, delivering employee technology services and overseeing key projects. Team-oriented leader with expertise in end user services and technology, vendor management, and solutions-oriented process. Innovative and driven with a passion for delivering high-quality work in a timely manner.
Overview
19
19
years of professional experience
Work History
Sr. Manager, End User Support & Client Engineering
EBay Inc
2022.02 - Current
- Oversee IT support and client engineering organization of 100+ staff providing tier 1 & 2 technical support, end user software/hardware purchasing, and endpoint engineering services for eBay employees.
- Develop, track and control $30MM+ IT operating and capital budgets. Performed cost-benefit analysis to reduce operating expenses by double digits in consecutive years.
- Develop chat and ticket support service level targets to meet business requirements, implement staffing and support processes, implement KPI metrics for service delivery measurement and improvement.
- Provide monthly and quarterly business reviews to executive leadership team on team performance and employee satisfaction.
- Foster positive working environment that encouraged innovation, collaboration and accountability and managed end-user needs with functional and security responsibilities.
- Provide regular coaching and mentoring to managers under my direct supervision on effective team leadership and service delivery performance.
- Managed all external vendor relations for products, services, and contracted resources as related to support and engineering portfolio.
- Write policy, procedure and manuals governing support processes, hardware/software standards and purchasing guidelines, and asset management lifecycles.
- Utilize NPS-based customer satisfaction survey process with KPI target of 90 (world-class service), regularly exceed target by multiple points.
- Partnered with 3rd party supplier to implement 'buy and hold' hardware inventory management solution during Covid-19 pandemic. This process allowed us to deliver end user hardware directly to our employees at home, reducing time to delivery by 3 business days on average.
- Partnered with internal ITSM team to deploy AI-based chatbot as the front end to online chat support, resulting in deflection of 35% of support contacts from live support agents.
- Completed separation of all IT support and endpoint integration services for 4 separate divestitures of eBay entities in 18 months timeframe, on-time and on-budget with minimal disruption to services.
Manager, Global Client Engineering
EBay Inc
2015.12 - 2022.02
- Oversee global team of 12 engineers responsible for operations in support of end user computing environment – 30,000+ endpoints covering Windows, MacOS, iOS, and Android.
- Oversaw end user hardware (notebook/mobile) and software portfolio – product evaluations, selection, procurement, vendor management.
- Managed operating expense budget $2MM+ for client engineering projects and operations.
- Defined 3 year roadmap for end user computing that included hardware portfolio consolidation, optimizing on-prem and cloud infrastructure, increasing endpoint analytics and fleet visibility, and enabling employees to work from anywhere.
- Deliver and manage end user computing infrastructure (SCCM, Intune, Azure AD, Jamf, Code42, Carbon Black) for device management and security, OS patching, software management and deployment, data backup and legal compliance.
- Eliminated use of secondary Windows development workstations and eased hardware supply constraints by delivering work from anywhere capabilities to end users via fully automated deployment of Microsoft’s Windows 365 cloud-based virtualization technology.
- Deliver software packaging and installation service for endpoint devices with best in class 99% compliance rate.
- Implemented content delivery network (CDN) and internet-facing endpoint services for management of devices when they are not connected corporate network or VPN. Improved patch compliance by 25% in 6 months and completing pre-req for self-service device enrollment service.
- Implemented device self-enrollment process for new device setup service. This process saved 10,000 hours of technician labor annually, resulting in $0.5M in labor savings that could be reinvested in other support functions.
- Implemented Intune MDM services for BYOD and company provided handheld mobile devices, enrolling 10k+ devices in 3 months for secure access to company resources.
- Managed all external vendor relations for products, services, and contracted resources as related to client engineering.
- Standing member of security and change review board for all IT services.
Lead Endpoint Engineer
PayPal
2015.07 - 2015.12
- Design, build, & administer all Client Engineering infrastructure including client AV, data protection and backup, host security, encryption, and imaging process and document all architecture for training and DRP purposes.
- Evaluate new client technologies for use at PayPal and present findings in Client Engineering technology roadmap to senior leadership.
- Peer review and approve all Client Engineering Change Requests prior to execution.
- Developed, deployed, and managed separation process of 20,000+ endpoint devices as part of PayPal divestiture from eBay, completing all migration activities in 6 months on-time and on-budget.
- Manage client engineering activities for M&A including end user device integration, data migration, and app configuration.
- Consult with Information Security teams to establish strict client security settings. Setup monitor & remediation baselines using SCCM Desired Configuration Management to ensure compliance.
- Develop custom solutions to IT Operational issues using multiple technologies (SCCM, PowerShell, VBS, DCM).
- Package and deploy software agents for client engineering infrastructure using SCCM 2012 and VBS/PowerShell.
Sr. Endpoint Engineer
EBay Inc
2008.11 - 2015.07
- Administered the infrastructure services for Client Engineering services including device management, malware/AV, data backups, whole disk encryption, and centralized imaging process.
- Documented all architecture and process flows for systems owned by the Client Engineering team.
- Manage client engineering activities for M&A including end user device integration, data migration, and app config.
- Developed automation for IT operational processes to eliminate manual tasks and reduce operating costs.
- Evaluate and set new hardware/software standards for eBay clients and provide recommendations to IT management for strategy/roadmap planning.
IT Change/Incident Manager
EBay Inc
2006.11 - 2008.11
- Responsible for managing and monitoring weekly IT maintenance schedule.
- Creating change plan, identifying impact and dependencies, end user communications of service outages.
- Responded to all critical outages involving eBay IT systems driving incident resolution, assigned follow-up items, and root cause documentation.
Supervisor - IT HelpDesk
Planet Consulting, Inc.
2005.01 - 2006.11
- Managed a team of 20+ helpdesk technicians providing phone and chat technical support to eBay employees.
Education
Bachelor of Science - Computer Information Systems, Business
Bellevue University
Bellevue, NE05.2009
Associate of Applied Science - Microcomputer Technology, Networking
Metropolitan Community College
Omaha, NE05.2005
Skills
- Global and multi-cultural team leadership.
- Excellent verbal and written communication
- Fortune 500 fiscal budgeting knowledge and experience.
- Merger / Acquisition / Divestiture support and systems integration/separation.
- Contact center planning, development, and management for IT services.
- Endpoint services planning, implementation and oversight with focus on user productivity and self-service.
- Azure AD / SAML SSO
- Advanced Windows, MacOS, iOS and Android administration.
- Advanced Mobile Device Management (MDM) products and methods.
- CLI, VBS, and PowerShell scripting.
- Server application deployments, administration, and debugging
- Anti-Virus/EDR, Endpoint Data Backup, Encryption.
Timeline
Sr. Manager, End User Support & Client Engineering
EBay Inc
2022.02 - Current
Manager, Global Client Engineering
EBay Inc
2015.12 - 2022.02
Lead Endpoint Engineer
PayPal
2015.07 - 2015.12
Sr. Endpoint Engineer
EBay Inc
2008.11 - 2015.07
IT Change/Incident Manager
EBay Inc
2006.11 - 2008.11
Supervisor - IT HelpDesk
Planet Consulting, Inc.
2005.01 - 2006.11
Bachelor of Science - Computer Information Systems, Business
Bellevue University
Associate of Applied Science - Microcomputer Technology, Networking
Metropolitan Community College
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