Patrick McKelvey

IT Support Technician and Mobility Administrator

Carneys Point,NJ

Summary

Experienced MDM Administrator and IT Support Technician with a 20-year track record of motivating teams and improving operational efficiency. Skilled in analytical problem-solving, effective communication, and innovative solutions. Eager to leverage technical expertise to contribute to IT Department success.

Overview

years of professional experience

Certification

Work History

Mobile Device Administrator/ Sr Support Technician

BDCI

09.2019 - Current

Deploy, manage, and maintain ~1800 mobile devices (iPhones/iPads/Android Devices)
Deploy, manage, and maintain ~1400 desktop and laptop PC's.
Created user accounts and assigned permissions.
Monitored device performance to identify potential issues.
Generated reports to track performance and analyze trends.
Support multiple locations in NJ, MD, VA, DE, and NY both onsite and in person.
Organized and detail-oriented with a strong work ethic.
Configured hardware, devices, and software to set up work stations for employees.
Learned and adapted quickly to new technology and software applications.
Utilized ticketing system to track customer requests and prioritize urgent needs.
Responded to customer inquiries and provided technical assistance over phone and in person.
Researched and identified solutions to technical problems.
Offered assistance in implementing and developing training documentation.
Tested new software and hardware prior to deployment.
Diagnosed and troubleshot hardware, software and network issues.
Removed malware, ransomware, and other threats from laptops and desktop systems.
Patched software and installed new versions to eliminate security problems and protect data.

Field Engineer II

NSC Global

08.2010 - 09.2019

Performing desk-side support for 1000+ seat call center
Remote support for 500+ remote employees
PC refreshes
Maintenance and support for desktop, laptop, and thin client terminals
Provide hands on support for networking and server teams
Handle ticket and work order requests in a timely fashion.
Logs, tracks, and monitors to completion all escalated trouble tickets by drafting and implementing solutions on user workstations
Fulfillment of equipment requests, to include moves, adds and changes
Investigation and resolution of all desk top incidents assigned to the Desk Side Support team
Serves as escalation point for Tier II & III and provides support for all users within organization on software, hardware, operating systems, internet services, and mobile applications
Completes the installation, configuration, and deployment of workstations and mobile devices

Administrative Assistant

ServPro of McLean

10.2008 - 04.2010

Create insurance estimates in Xactimate
Maintained PC's and office equipment

Skills

Soti MobiControl expertise
Mobile OS proficiency
Android enterprise management
Equipment usage tracking
Project Management
Network troubleshooting
End-user computing support

Proficient in system imaging and deployment
Experienced with Microsoft desktop environments
Remote desktop support
Office 365 administration
Experience with macOS
Executive support

Accomplishments

Led MDM migration from Airwatch to Soti MobiControl for managing mobile device tasks.
Promoted to MDM/Mobility Device Administrator after just over 1 year of employment.
Resolved app issues through consumer testing.
Achieved desktop/laptop management by utilizing PDQ Deploy and Inventory software with accuracy and efficiency.

Certification

CompTIA A+

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