Richard Ledbetter

• Managed multiple projects simultaneously while maintaining strict deadlines and adhering to budget constraints.
• Designed and prepared technical presentations and recommended solutions for client issues.
• Developed effective solutions through close collaboration with cross-functional teams.
• Evaluated emerging trends and recommended strategic technology investments to drive company growth.
• Monitored and collected all technical information and designed appropriate workflow for users.

Provide comprehensive support for over 4,000 devices, focusing on Apple iOS, iPadOS, and MobileIron Device Management (MDM). Assist C-level executives, bankers, and end-users in troubleshooting device performance issues. Collaborate with Operations and IT Security teams to develop and implement a documented support operating model. Engage with various wireless carriers, DEP devices (iPhones & iPads), and software vendors to understand and integrate their enterprise mobility strategies. Contribute to developing and communicating new mobility service offerings and device standards. Deliver training and support for component administrators within the MobileIron environment. Provide engineering and testing support for current and future mobile infrastructure solutions.

Provided technical and troubleshooting assistance for computer hardware, software, mobile devices, and other specialized products. It documented problems and conversations to create a log that different technicians could reference and, for training purposes, handled and completed technical projects from start to finish and supported, deployed & maintained over 900 Macs, 1500 PCs, and 2000 iPhones and iPads for VIP Executives, designers, and sales executives in person and via JAMF remote (Macs) & LANDesk Remote (PCs)—all IT requests & incidents in the ServiceNOW ticketing system.

Supported, Deployed, and maintained over 3500 iOS devices (iPads & iPhones) for VIP Executives, in person and via the AirWatch MDM application throughout North America. Supported, deployed & maintained over 75+ Macs for VIP Executives, designers, sales associates, and retail stores in person and via Apple Remote Desktop. Created and configured all retail iOS devices to users’ Office 365 email and handled and completed technical projects from start to finish. Logged all requested IT incidents in the DEIS ticketing system. Performed several POS setups for several Louis Vuitton stores with renovations and store openings.

Executed high technical support to significant garment corporations. Provided onsite technical support and consulting for hardware, software, and networks. Provided basic and intermediate training in MacOS for all active clients. Maintained 35 clients with a combined total of 100+ Mac & and Windows servers.

As a friendly face behind the Genius Bar, I could take the thorniest questions and answer them in plain old English. Performed hardware/software troubleshooting and provided basic customer training and timely repairs. All of which made for some pleased customers. Last but not least, I served as a resident expert and coached my sales associate colleagues.