Sherman Grier
Application Support Engineer
Spotsylvania,VA
Summary
Application Engineer with 15 years of experience in technical support, product evaluation, failure analysis, and customer communication. Proven track record of maximizing design win success, identifying new applications, and coordinating with program management, marketing, and other support staff. Strong knowledge of O365, ITIL Fundamentals, MacOS Support, Windows OS 10 and 11, Security Vulnerabilities, Patch Management, Customer Support, Written Communications, ServiceNow, Flexera, Altiris, and other SaaS core tools. Some knowledge of Bash Scripting.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
7
7
Certificates
Work History
Application Support Engineer
Farmer Insurance Group
09.2018 - 11.2023
- Supported the sales team and the customer by providing technical support and resolution of technical issues to maximize design win success. Conducted failure analysis investigation of customer products as part of the design process and reported to the customer as required. Visited customers regularly for interactive customer engineering discussions. Coordinated sample ordering, delivery, and follow-up with customer for product approval. Provided technical support to identify new applications and coordinate with appropriate program management, asset management, end user computing, and management staff on development of customer applications by using SDLC phases.•
- Increased design wins by 25% through effective customer communication and technical support.
- Reduced design failure analysis investigation time by 50% through improved process and tools.
- Collaborated with business teams to successfully launch 5 new products resulting in $2M in sales revenue.
- Received recognition for outstanding customer support and contribution to the company's success.
JAMF Pro Administrator
Farmers Insurance Group
01.2015 - 11.2023
- Concentrating on system development, integration, image creation, macos software deployment, and device policies
- Designed and developed ten new security products, resulting in reducing our security vulnerability from over 50% down to only 5% of Mac devices having some vulnerability.
- Manage DEP, VPP, and Integration with JAMF Pro
- Manage JAMF Connect with integration using OKTA and Azure
- Provided Level III Support and supported executives
- Created an automated Mac Platform by creating mac applications through JAMF Composer, building a support platform for lower levels, and obtaining a 90% security vulnerability success rate.
- Familiarity with scripting languages such as Bash and PowerShell
Desktop Support Engineer
Farmers Insurance Group
05.2007 - 09.2018
- 15+ years of experience providing End User Support
- Performed software installations and upgrades to Windows operating systems.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Developed testing procedures resulting in improved product reliability and safety.
- Researched and recommended new technologies and strategies for improving system performance.
- Diagnosed and resolved hardware and software issues.
- Deploy vendor-specific applications, security tools and patches, proprietary applications, updates, and drivers
- Work closely with Service Desk staff to build solutions to endpoint requirements in addition to developing and optimizing the enterprise self-service Portal
- Deployed MS O365 to over 18k end-user devices
Education
No Degree - Computer Science
Cecil College
North East, MD 09.2011 - 05.2014
Skills
Azure Administration
JAMF Pro Administrator
Project Planning
Software as a Service
Problem Solving
Mac systems
Desktop Support Engineering
Technical Support
Technical documents comprehension
Teamwork and Collaboration
Office 365
Threat and Vulnerability Management
AWS Administration
Bash Scripting
Active Directory
Mobile Devices
Accomplishments
- Saved the company over 2M by decommissioning desktop machines and implemented Dell rack mount servers and moved offshore users to aws workspaces.
- Achieved my Project Management Yellow Belt Certification
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Endorsements in software development and mobile applications.
Certification
Network + and Security
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Application Support Engineer
Farmer Insurance Group
09.2018 - 11.2023
JAMF Pro Administrator
Farmers Insurance Group
01.2015 - 11.2023
No Degree - Computer Science
Cecil College
09.2011 - 05.2014
Desktop Support Engineer
Farmers Insurance Group
05.2007 - 09.2018