MARK GARCIA
Jacksonville
Summary
Dynamic, results-driven professional with extensive experience in mobility infrastructure management, mobile device management, and deployment, specializing in BlackBerry UEM and Microsoft Intune. Proven ability to manage large-scale deployments effectively. Expertise in leading teams and driving the successful deployment of over Android and iOS devices, ensuring compliance with cybersecurity, DISA STIG requirements, and optimal service delivery.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Principle Professional Services Consultant
BlackBerry Limited
01.2019 - Current
- Government contractor assigned to the IRS – Criminal Investigations Division as Mobility Team Systems Engineering and Administration Augmented Staff.
- Manage client mobility services, including the design, configuration, and implementation of BlackBerry UEM/BEMS infrastructure and Samsung KNOX services.
- Manage the deployment of over 3,500 government-owned Android mobile devices, including policy control and application management.
- Successfully configured, tested, and deployed Entrust Derived Credential PKI Services to all managed devices for use in device authentication.
- Successfully configured, tested, and deployed Microsoft Teams for mobile and other M365 apps to all managed devices using a hybrid configuration between BlackBerry UEM and Microsoft Intune, including Intune App Protection and Conditional Access Policies.
- Successfully designed, configured, and implemented mobile device policy and application configurations for the planned Device Refresh to meet DISA STIG and internal IRS Cyber Security Requirements.
- Administer the Mobility Server cluster, including infrastructure changes, UEM/BEMS software updates, and monthly Windows Server OS patching as required.
- Create, update, and maintain internal mobility infrastructure technical documentation, including infrastructure design and deployment manuals, configuration guides, and runbooks.
- Conduct troubleshooting as required to quickly resolve any outages, and work with Vendor Support Staff to ensure timely resolution of escalated incidents.
- Provided assistance and training to User Support teams, including the creation of knowledge base documentation for processes and mobility services.
- Government contractor assigned to the IRS – Criminal Investigations Division as Mobility Team Systems Engineering and Administration Augmented Staff.
Mobility Infrastructure Sr. Tech Analyst – Team Lead
Citi
Irving
02.2017 - 01.2019
- Managed eight System Administrators who support global mobility infrastructure for corporate owned BlackBerry 10, iPad and Samsung devices, as well as BYOD services for employee-owned iOS and Android devices.
- Provided support for various projects including new service inceptions to ensure they meet operational requirements before they are released to production, as well as planned upgrades of current applications and services.
- Managed engineering releases, required infrastructure changes and escalated incidents to ensure timely resolution.
- Conducted testing and deployment of mobility application services as required.
- Conducted oversight of multiple technical support streams including required training and knowledge base documentation of processes for support staff.
Systems Administrator, Enterprise Operations Center
ADT Security Services
Irving
12.2013 - 02.2017
- Provide Enterprise network and platform services including Mission Critical Monitoring and Response, Critical Incident Management as well user access provisioning for several enterprise systems.
- Coordinate resolution of incidents and engagement of key support resources as facilitator of any required Critical Incident Technical Bridges.
- Assess impact and communicate IT related outages to Executives, agents, business partners and IT Operations via the Critical Incident Management Process.
- Conduct alarm signal receiver event monitoring to ensure continuous signal receiver system and network functionality.
- Assist with scheduled outage and maintenance coordination when required, including software and network upgrades, deployments and migrations.
Technical Support Specialist
XMPie
Lewisville
04.2013 - 12.2013
- Provide Desktop and Server software support for clients of the XMPie Variable Data Printing and Cross Media software via phone, email or WebEx sessions.
- Assist customers with any required server software installations, upgrades and troubleshooting including log reviews to resolve reported software or server issues.
- Manage assigned trouble tickets to ensure a timely resolution for customers.
Technical Support Specialist
Enterprise Mobile
Plano
12.2012 - 03.2013
- Provide technical support to various client end users via phone and email interactions for any iOS, BlackBerry, Windows Mobile and Android device issues including Mobile Device Management enrollment, email delivery and synchronization issues.
- Create, file and manage assigned trouble tickets via multiple ticketing systems including Remedy, Parature and Easy Vista.
- Assist management in the continued creation of Knowledge Base articles to further training and knowledge of current staff as well as enhancement of current processes.
- Gained working knowledge in Mobile Device Management systems AirWatch and MobileIron as well as iOS, Windows Mobile and Android mobile devices.
Specialist, BlackBerry Customer Technical Support
Research In Motion, Ltd.
Irving
12.2009 - 11.2012
- Provide technical support to BlackBerry Support Customers and Carrier Partner customers via phone and email interactions for all BlackBerry Enterprise Server for Microsoft Exchange issues including BES installation and setup, device Enterprise Activation, email delivery and synchronization issues.
- Assist customers with BlackBerry Internet Service email integration for POP3, IMAP and Outlook Web Access email accounts as well as any related BIS account management using available provisioning and BIS Administration Tools.
- Assist customers with download, installation and setup of the BlackBerry Desktop Manager for Windows and Mac, including any configuration and troubleshooting required for Synchronization, Backup and Restore, BlackBerry Media Sync, Application Loader and Device Switch Wizard.
- Facilitated several training classes to new hire employees as well as continuing training provided to tenured Associates and Analysts.
- Assisted new hire employees with on the job coaching to develop individual skills and knowledge.
Education
Collin County Community College - Information Systems Cybersecurity
Collin County Community College
Plano, Texas12.2017
University of Texas at Brownsville - General Education Courses
University of Texas at Brownsville
Brownsville, Texas12.2000
Skills
- Mobile device management and deployment
- BlackBerry UEM
- Microsoft Intune Administration
- Samsung KNOX Services
- DISA STIG
- Microsoft Windows Server
- Android
- iOS
- Apple Business Manager integration
- Cyber security compliance
- Project management
- Technical documentation
- Systems engineering
- Incident resolution
Certification
- Android Enterprise Certified Associate, 02/01/20, 89968840
- Android Enterprise Certified Professional, 02/01/20, 89985388
References
Available upon request
Languages
- Spanish, Fluent
- English, Fluent
Languages
English
Professional
Spanish
Professional
Timeline
Principle Professional Services Consultant
BlackBerry Limited
01.2019 - Current
Mobility Infrastructure Sr. Tech Analyst – Team Lead
Citi
02.2017 - 01.2019
Systems Administrator, Enterprise Operations Center
ADT Security Services
12.2013 - 02.2017
Technical Support Specialist
XMPie
04.2013 - 12.2013
Technical Support Specialist
Enterprise Mobile
12.2012 - 03.2013
Specialist, BlackBerry Customer Technical Support
Research In Motion, Ltd.
12.2009 - 11.2012
Collin County Community College - Information Systems Cybersecurity
Collin County Community College
University of Texas at Brownsville - General Education Courses
University of Texas at Brownsville
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