Summary
Overview
Work History
Skills
Websites
Certification
Current Position
References
Timeline
Generic

Joseph Randall

West Valley City,United States

Summary

Dynamic Product Support Engineer with extensive experience at Ivanti, excelling in technical troubleshooting and knowledge base creation. Proven track record in enhancing customer satisfaction through effective process development and remote support management. Adept at OS deployment and imaging solutions, fostering collaboration with engineering teams to drive product improvements.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Product Support Engineer

Ivanti
South Jordan, United States
07.2023 - Current
  • Analyzed customer feedback regarding product performance and identified areas for improvement.
  • Reported system malfunctions to engineering team members to ensure prompt resolution of issues.
  • Created comprehensive articles that outlined how users should interact with supported products.
  • Developed and maintained customer service processes for product support operations.

Lead Technical Support Engineer

Ivanti
South Jordan, United States
01.2023 - 06.2023
  • Created documentation outlining specific procedures for resolving customer issues quickly and efficiently.
  • Managed team of technicians responsible for providing remote technical support services.
  • Maintained a high level of knowledge on current industry trends and best practices related to technical support.
  • Conducted training sessions for customers on how to use products effectively.

Senior Technical Support Engineer

Ivanti
South Jordan, United States
10.2017 - 12.2022
  • Serve as primary support liaison between company and customer
  • Keep customer informed of how and when problems are resolved
  • Involved in any additional follow up, testing and troubleshooting
  • Maintain Team goals and objectives
  • Works directly with the back-line and development teams to resolve complex issues and provide input for product direction
  • Write knowledge base articles and white papers to answer common customer questions
  • Deliver and receive training to/from others

Technical Support Engineer

Ivanti
South Jordan, United States
10.2016 - 10.2017
  • OS Provisioning - Create and Deploy OS Provisioning templates to deploy new Window devices to end users fully configured and ready for deployment.
  • Software Distribution - Create deployment packages for commonly used software titles like Firefox, Adobe, Office Suite, Windows Upgrades
  • Security Patching - Setup and maintain monthly security patching solutions to keep OS and software products up to date from vulnerabilities.
  • Management of MDM Solutions
  • Create VM test environments to test patching and deployment projects prior to deploying in production environments.
  • Build and maintain virtual labs of servers and workstations

Desktop Support

UPS Freight
Salt Lake City, United States
09.2004 - 09.2016
  • Supported an environment of 3500 devices
  • Purchased new equipment and planned equipment refresh cycles with management
  • Deployment projects of software and hardware to end users
  • Managed monthly vulnerability patching

Skills

  • Knowledge base creation
  • Technical troubleshooting
  • Software deployment
  • Process development
  • Remote support management
  • Network administration
  • Microsoft Servers and Active Directory
  • Basic SQL Database troubleshoot/backups
  • PowerShell
  • Lotus Notes
  • HyperV and VMware
  • Citrix Environments
  • Ivanti EPM Management Suite (LANDesk) Administrator
  • Ivanti Neurons
  • OS Deployment and imaging solutions
  • MDM Hardware/Software management
  • Mac device management for Desktop, Laptop, iPhone, and iPads

Certification

  • KCS v6 Fundamentals Certification
  • MOBILEIRON CLOUD FUNDAMENTALS Certified
  • Administrator for Endpoint Manager 2019

Current Position

Product Support Engineer at Ivanti

References

References available upon request.

Timeline

Product Support Engineer

Ivanti
07.2023 - Current

Lead Technical Support Engineer

Ivanti
01.2023 - 06.2023

Senior Technical Support Engineer

Ivanti
10.2017 - 12.2022

Technical Support Engineer

Ivanti
10.2016 - 10.2017

Desktop Support

UPS Freight
09.2004 - 09.2016

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Joseph Randall