Sherman Grier
Spotsylvania,VA
Summary
Accomplished Application Support Engineer with 15 years of technical support, product evaluation, failure analysis, and customer communication. Proven track record of maximizing efficiencies within the lines of business while identifying innovative opportunities. Extensive knowledge of Security Communications/Vulnerabilities, Patch Management, ServiceNow, and ITIL Fundamentals with expertise in leadership, Relationship Building, and Stakeholder Management.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Application Support Engineer
Farmers Insurance Group
09.2018 - 11.2023
- Developed and implemented application support processes to ensure high availability of critical applications.
- Provided technical guidance to users on application-related issues, including installation, configuration, upgrades and troubleshooting.
- Investigated customer reported problems related to software applications and identified solutions to resolve them.
- Migrated legacy workloads from on-premise data centers to public cloud platforms like Microsoft Azure.
- Collaborated with other teams to troubleshoot complex issues related to application deployment and configuration of services in MS Azure platform.
- Monitored performance metrics such as cost, timeline, quality control and customer satisfaction levels.
JAMF Pro Administrator
Farmers Insurance Group
01.2015 - 11.2023
- Coached 5 technicians to be part of the Mac Support Team. Designed the framework to manage 250 end-points.
- Created and managed configuration profiles for iOS and macOS devices.
- Implement strategies for software distribution and updates.
- Manage DEP, VPP, Auto Pkg, and Integration with JAMF Pro.
- Implemented JAMF Connect by integrating it into OKTA Verify.
- Generate reports on device inventory and usage.
- Created and deployed scripts to automate tasks on Apple devices.
- Integrate JAMF Pro with other IT systems and services.
- Created and maintained documentation for JAMF Pro configurations and processes.
- Participate in relevant forums, communities, and training programs.
Desktop Support Engineer
Farmers Insurance Group
05.2007 - 09.2018
- Installed, configured and maintained computer hardware, software and peripherals.
- Provided technical assistance to users in person, via phone or email.
- Assisted in the setup of new workstations with appropriate operating systems, software applications and peripheral devices.
- Created detailed documentation for IT processes, procedures and troubleshooting steps.
- Interacted with vendors regarding purchase orders, invoice payments.
Education
Some College (No Degree) - Computer and Information Sciences
Cecil Community College
North East, MDSkills
- Application Process Improvement
- Process Automation
- Technical Troubleshooting
- Performance Analysis
- Training and Mentoring
- Application Design
- Database Configuration
- Application Testing
- Verbal and Written Communication
- Project Management
- Decision-Making
- Customer Service
- Hardware and Software Installation
- Vendor Sourcing
- Procurement
- Windows 10 and 11
- Administrator for Azure\VMWare Horizon Client\AWS\
- Technical Documentation through ServiceNow and used as ticketing system
- Debugging
- IT Security Management
- LAN/WAN
- Computer System Diagnostics Software
- Database Management
- A Certification
- Flexera Administrator - Managed Software license
- OKTA Administrator
Certification
- Azure Administration
- MacOS Administration
- ITIL Foundation
- Six Sigma Yellow Belt
Affiliations
- AAU Boys Basketball Coach for 10+ years
- Special Olympics Volunteer
- 5K Run Volunteer
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It's fine to celebrate success but it is more important to heed the lessons of failure.
Bill Gates
Timeline
Application Support Engineer
Farmers Insurance Group
09.2018 - 11.2023
JAMF Pro Administrator
Farmers Insurance Group
01.2015 - 11.2023
Desktop Support Engineer
Farmers Insurance Group
05.2007 - 09.2018
Some College (No Degree) - Computer and Information Sciences
Cecil Community College
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