SHERMAN GRIER

Performs day-to-day activities required to provide Tier 2 and Tier 3 support to end users, including ServiceNow Administrator, Software Deployment through SCCM, Intune Administration, and Hardware Refresh improvements.
• Diagnosed and troubleshot Apple (MAC) computer and iOS hardware and software.
• I understand the MAC OS Imaging process using Intune and have more knowledge of JAMF Pro for MDM deployment.
• Skills include hardware and software diagnostics, mobile device deployment, recovery, and troubleshooting. Perform IMAC procedures and lifecycle refresh activities.
• Experience supporting Active Directory, O365, Bomgar, VPN, SCCM, VTC, Zoom, and MS Teams
• Escalation point for junior, mid-level, and senior-level desk-side engineers.

• Contributed to successfully increasing design wins by 25%, reducing the design failure analysis by 50%, and increasing sales revenue by $2M
• Mediated with vendors and lines of business to procure/negotiate the purchase of upgraded hardware
• Subject Matter expert to analyze failures and solutions management for vulnerabilities and patch management for the company’s Mac users
• Reduced design failure analysis time by 50% through improved processes and tools
• Mentored junior engineers, fostering a collaborative environment that promoted professional growth.
• Assisted with integrating third-party applications into existing systems, enhancing overall functionality.

• Designed and developed ten new security products, resulting in a 45% reduction in security vulnerabilities for Mac devices
• Created software package templates to support a reduction in the product development cycle time by 20%
• Led cross-functional team in developing a new product, JAMF Pro, to manage MacOS and iOS Devices, resulting in Apple DEP and VPP integration, software updates and policy management, and self-service to end-users
• Established a UAT (testing) and production environment
• Implemented technical documentation for Level 1 and Level 2 administrators to assist end-users
• Executed bash scripting and automation to streamline repetitive tasks, improve efficiency, and create customer configurations for devices
• Managed security threat assessment, adjusted settings, and analyzed inventory data
• I collaborated with cross-functional teams to ensure project success
• I successfully deployed and maintained Apple Business Manager software using internal development applications.

• An accomplished leader in providing 15+ years of end-user support with Windows, Active Directory, and Office 365
• Known for developing Testing procedures to improve product reliability and safety
• Led in successfully upgrading 15k end-users from Windows 10 to Windows 11 platform
• Developed a script that seamlessly transferred the customer's data without impacting their productivity
• Responsible for maintaining and repairing devices (desktops, mobile devices, etc.)
• Known as a Subject Matter Expert (SME) in using the ServiceNow tool for servicing customers and managing tickets
• Skilled in supporting clients with SQL and Oracle Databases, OS Upgrades, imaging, patching, and Encryption applications (BitLocker and McAfee Endpoint)
• Experienced with DHCP, DNS, LAN, WAN, and other common networking concepts
• Recognized for outstanding engineering and contribution to the Company's success.
• Managed inventory of IT assets, including hardware components and software licenses, to maintain accurate records and ensure compliance with company policies.