Global Workspace & Mobility Services Analyst resume example with 9+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
Career Overview
Senior level multilingual professional IT, highly motivated international trainer engineer with over 13 years of progressive experience in: Mobile Device Management Solutions management, operation, support for Global MDM Enterprise 100K+ users/devices, Workspace, Cloud Storage solution, C- level VIP Executive support, Technical CCTV - High-End surveillance Sales, Mobility training and clinical web applications.
  • Fully competent in MDM technology proven through: administration, testing, performance, quality, technical ability, efficiency AirWatch MDM, SOTI MobiControl, Enterproid Divide Manager (Android for Work now), Tangoe MDM and technical knowledge of MobileIron, MDM.
  • AirWatch MAM, MCM, MEM, Android and iOS enrollment, Apple APNs Certificate, Airwatch Cloud connector ACC implementation, reporting and analytics. Manage, troubleshoot, and optimize the existing AirWatch system (8.0).
  • AirWatch topology and basic architecture, enrollment, admin profiles, SG, OG, public apps deployment, Application catalog, internal business applications deployment, Web application deployments.
  • SDLC Infrastructure software development technologies REST, SOAP. Basic knowledge MySQL, SQL, HTML.
  • Apple iOS & Android OS, Office365 applications Online, Word, Excel, PowerPoint, OneNote, and OneDrive, O365 enterprise license verification. Experience with Apple DEP, or Apple Configurator.
  • Mobile configuration support for Service Now, F5 Edge VIP client access, BOX for EMM, Symantec VIP access cloud storage, Conferencing Services (WebEx, BT MeetMe).
  • SDLC Infrastructure, knowledge of the infrastructure Software Development framework.
  • Experience with Antenna Pega Application Mobility Platform (AMP) Management Center Version: 3.2.0, Rackspace iCloud solutions Exchange 2007 mailboxes via POP/IMAP/SMTP/RPC email setup enterprise mailboxes configurations over HTTPS and Outlook Web Access protocols. TCP/IP, and network administration protocols.
  • VNC remote access/control software peer-to-peer windows environment and Junos Pulse mobile security software SSL VPN connectivity, network access control (NAC) for Android and Apple iOS.
  • VMware Fusion 5 in MAC OSX for Windows 7 64 bit Virtual Machine. Configuration and support video conference meeting setup Cisco Telepresence- Tanderberg MX200-MX300.
  • AD administration, Group Policy LAN/WAN routers, switches, hubs, print servers and firewalls. Exchange 2007/2010 administration.
  • Windows 10, 8, 7, Vista, XP Pro, Windows Server 2003/2008 OSX 10.6 Snow Leopard, OSX El Capitan. SharePoint 2007-Windows Server ® 2012 and automating AD DS admin with Windows PowerShell. Acronis Backup & Recovery-drives, partitions, folders.
  • Samsung Galaxy Note 2/3, Motorola MC65/ MC75/ MC75A handheld, iPhone 4/4S/5/5s/6/6S, iPad2/3rd generation/4th generation/Air, 3G/4G USB aircards and embedded aircards.
  • Iris/ Service Now ISM, Asset Manager Enterprise (AME) administration, Netfor Incident Manager BMC Numara Track- It! HPSM support administration. Technical knowledge of IBM-Maximo Tivoli ticketing system, SCCM and MDT tools.
  • Enterprise business portals, Verizon VEC, AT&T Business Direct® and Sprint® Business Solution.
Technical Skills
Work Experience
Global Workspace & Mobility Services Analyst, 10/2014 to 02/2016
Johnson & JohnsonCity, STATE,
  • Global L3 day-to-day managed and administered of 93K+ Apple iOS and Android devices and Global Workspace & Mobility Services worldwide SME AirWatch & Divide Manager Enterproid.
  • Corporate Mobility GOC L2.5 Support Lead.
  • Primary point of contact for Corporate Mobility Issues.
  • Conducted monthly meetings to review initiatives, address issues, discuss upcoming application testing processes and initiatives.
  • Provided escalated support for the Legacy Depuy Synthes migration to J&J.
  • Supported migration team moving over 8K Android mobile devices from CN22 to CN47.
  • Managed the Mobility Services L2 queue.
  • First point of escalation for J&J IT IS Offshore Manila team.
  • Coordinated and trained with process changes, AirWatch App catalog deployment, latest iOS and Android troubleshoot issues.
  • Mobility Metrics / Reporting Tool Audit.
  • Designed and structured the Report Navigator instructions-via IT-IS reporting portal of the Global Report Ownership / Sector / Company / Region.
  • Conducted audit of metrics and reports used by Mobility Services.
  • Partnered with InfoStore team to address challenges with reporting data.
  • Transitioned of several key tasks to the Manila team (Aged devices /Users, etc.).
  • Ownership of the Terminated Mobile User report and developed process to turn data into actionable task for the J&J IT IS Offshore Manila team.
  • Partnered/collaborated with the Application Signing process Administrators and Engineers of the deployment of public and private applications for the application signing Administrator to deployed public and private applications for the entire EMS.
  • Android for AirWatch Project.
  • Supported the migration of 7000+ Android devices from Google for Work Android /formerly known Enterproid Divide Manager to AirWatch.
  • Collaborated with Mobility Engineering and perform beta/pilot testing.
  • Developed end user and L1/L2 knowledge articles Iris/Service Now.
  • Provided escalated support during and after the migration.
  • Lead Global Workspace & Mobility Knowledge Management Activities.
  • Mobility portal to Iris/Service-Now Migration - worked with Mobility Engineering to capture all portal content as Iris/Service Now knowledge articles.
  • BlackBerry Sunset of knowledge articles Iris/Service Now.
  • My J&J Sunset / Migration to AirWatch.
Mobility Analyst Specialist Lead - Consultant, 02/2014 to 10/2014
Unitekgs- Beacon Hill TechnologiesCity, STATE,
  • Mobile system administrator L2/L3 for Telecom hardware/software selection, implementation techniques and tools.
  • Served as a critical liaison between the four major communication cellular carriers and the company corporate and technical staff to ensure proper coverage to meet company specific SLA metrics.
  • Conducted in-depth analysis of telecom company process documentation, equipment request and instructions, establishing best practices for incident handling.
  • Tracked, remediated and document daily incidents/problems using ITSM company incident management tool across the enterprise.
  • SME trainer for enterprise mobility applications for all company proprietary software mobile applications.
  • Managed, recorded and tracked personnel and device using asset management enterprise solution for 5000+ mobile devices.
  • Reinforced company-wide compliance with the telecommunication policies and knowledge base documentation.
  • Collaborated in the coordination to maintain wireless device inventory for the entire company (over 5,000 employees) Product Support to ensure that end-users concerns regarding all carriers' communications services are resolved quickly and satisfactorily.
  • Proactively collaborated with the Senior IT Director managing mobile telecom devices across 4 major carriers ensuring efficient asset management and favorable rate plans.
  • Eliminated 400+ unused devices resulting in $200K+ annual savings.
  • Installed, provisioned, configured and supported the mobility demands, development of anticipated mobility business needs upon system configurations, activations, suspensions for Android platforms devices- Samsung Galaxy Note 2/3, Apple IOS platforms iPhone 4/4S/5/5S, all iPad versions, Motorola MC65 hand helds, 3G/4G USB aircards and embedded aircards.
Executive Desk Side Support, 09/2012 to 02/2014
AmerisourceBergen CORP VIP Executive GroupCity, STATE,
  • Front line Mobility and Desktop Support for Global C- level VIP Executives.
  • On-site and off-site technical support services.
  • Designed and structured the Executive Desk Side Support - VIP Executive Group role for ABC Corp.
  • Performed as SME expert for mobile technology, staying abreast of developments in the mobility domain, including workstations hardware, platforms, public and in-house applications, vendors and standards.
  • Monitored and administered incident management operational using the company proprietary ISM tool and collaborate with end users monthly MDM usage reports and mobile instructions manual in accordance to the Company standard operating procedures.
  • Worked with internal/external development teams, vendors, consultants and customers in a liaison role.
  • Provided mobile and deskside support, laptops, workstations, monitors, printers, Smartphone, tablets, telephones and other peripherals.
  • Supported various applications, including MS Office Suite, Windows, Digital File, Aircard configuration, VPN access support, Internet, Intranet, voicemail/Unified Messaging, email, and MDM mobility configuration.
  • Coached, trained and monitored VIP Executives who transitioned from legacy BlackBerry devices to Apple iOS - iPad/iPhone- and Android OS devices ensuring their devices fully updated with recent iOS/OS updates and configured with the MDM solution to sync ABC emails/calendars in-house applications.
  • Coordinated and administered the asset management Mobile equipment database (BlackBerry/iPad/iPhone and air cards).
  • Managed the redeployment loaners/spares iOS Mobile devices.
  • Supported the Virtual Machines deployment and configuration of VMware Fusion 5 in MAC OSX for Windows 7 64 bit VM for the Developers Group.
  • Maximo ticketing system and applications.
  • Provisioned, configured and performed technical resolution procedures with Cisco VPN/ Cisco AnyConnect VPN software.
  • Participated in the configuration of the Workday solution, demonstrate the configurations through the development of prototype systems and assist the client in testing the Workday solution.
CSIT Field Tech Support/Trainer, 05/2010 to 05/2012
Quest DiagnosticsCity, STATE,
  • Front line of onsite installation for deployments and upgrades of full portal Hardware, workstations, network laser and label printers , modems, monitors, routers and Bridge solutions with Netopia routers and Firefly configurations.
  • Onsite training solutions support for medical staff (technical and non-technical) Care360 Web application solution for Ordering Patient Labs, patient Reports in Spanish and English.
  • Liaison between client and application support on software issues.
  • Installation and support of medical interface software between Quest Diagnostics Care 360 clinical web application and client's EMR or EHR software.
  • Participated in the description/education EMR/LIS-Interface during implementation, installation and configuration of HL7 between Care360 and client server.
Manager Support Specialist, 05/2006 to 05/2010
Rp Solutions, LLCCity, STATE,
  • Served as L1/L2 support for all technical issues escalated from the Service Desk, maintained OS system images for workstations and business laptops.
  • Computer hardware, networked peripheral devices, and networking hardware products.
  • Managed all Video Surveillance Service CCTV project implementation from initial request, design budget and lead project execution.
  • Provided training on remote access view via local hosting and via mobility access Blackberry, Androids and iPhones.
  • Managed the Tech Support Team (3 techs) for all implementations, including video surveillance projects, new wireless solutions deployments, upgrades, training and support.
  • Desktop support and infrastructure MAC OS X - Windows SEVEN/Vista/XP PRO/Microsoft Office 2003 2007- 2010.
  • Performed as SME for pre-sales technical assessments and post-sales technology deployments.
  • Conducted on-site customer technical training and performed inventory, renewed licenses on all department software, and conducted daily backups.
  • Administered customers' accounts in AD and provisioned and performed technical support - for enterprise software and applications and enterprise video conferencing equipment, DNS, DHCP, TCP/IP, routing, remote access- Webex, Logmein, Teamviewer, Gotomypc.
Education and Training
CompTIA A+ CompTIA Server+ CompTIA Network + CompTIA Healthcare IT Installing and Configuring Windows Server 2012 Implementing and Managing Microsoft Sever Virtualization Microsoft Hyper-V Implementing, Managing, and Maintaining a Microsoft Windows Server 2003 Microsoft Internet Security and Acceleration Server 2003 Planning, Implementing, and Maintaining a Microsoft Windows Server 2003 Active Directory and Network Infrastructure MySQL, SQL, HTML : , Expected in
- ,
SOTI MDM - Tangoe MDM admin Care360 Labs and Meds, Care360 - HL7 PDF implementation- AutoReceive, eMaxx, LOR. -AutoDialer TelePrinter, Telemetry. AirWatch Training: Enterprise Mobility: Configure and Manage. MDM (in progress). Enterprise Mobility: Configure and Deploy Integrated Solutions (in progress). Enterprise Mobility Professional (in progress). Universidad del Valle
B.S: Chemical Engineering, Expected in
- Cali,
Chemical Engineering Completed 10 academic semesters towards Chemical Engineering degree. Pending completion of Final project.
Multilingual-fluent in Spanish (written, oral and reading), Portuguese (intermediate speaking).
3G, A+, academic, Active Directory, ABC, AD, Apple, asset management, Backup, Basic, budget, Business Solution, C, catalog, Chemical Engineering, Cisco, client server, oral, Computer hardware, Hardware, content, client, database, DHCP, documentation, DNS, Edge, EHR software, email, English, firewalls, HTML, hubs, IBM, inventory, Knowledge Management, LAN, laptops, laser, MAC, MAC OS, Director, Managing, meetings, Messaging, Access, Excel, Exchange, Microsoft Internet Security and Acceleration Server, Microsoft Office, MS Office Suite, Office, Outlook, PowerPoint, SharePoint, Windows 7, Microsoft Windows, Windows, Word, Migration, modems, monitors, Motorola, MySQL, Enterprise, Navigator, network access control (NAC), network administration, networking hardware, Network, OS, PDF, peripherals, personnel, policies, Portuguese, print servers, printers, processes, progress, protocols, speaking, quality, Quest, reading, reporting, routers, routing, sales, SDLC, SLA, SMTP, SOAP, Software Development, fluent in Spanish, Spanish, SQL, SSL, structured, switches, Symantec, system administrator, TCP/IP, technical support, Tech Support, Desktop Support, technical training, Telecom, telecommunication, Telemetry, telephones, Tivoli, Track- It, trainer, troubleshoot, upgrades, USB, Video, video conferencing, view, VPN, Vista, VM, WAN, Windows Server, written, articles, X - Windows

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Resume Overview

School Attended

Job Titles Held:

  • Global Workspace & Mobility Services Analyst
  • Mobility Analyst Specialist Lead - Consultant
  • Executive Desk Side Support
  • CSIT Field Tech Support/Trainer
  • Manager Support Specialist


  • CompTIA A+ CompTIA Server+ CompTIA Network + CompTIA Healthcare IT Installing and Configuring Windows Server 2012 Implementing and Managing Microsoft Sever Virtualization Microsoft Hyper-V Implementing, Managing, and Maintaining a Microsoft Windows Server 2003 Microsoft Internet Security and Acceleration Server 2003 Planning, Implementing, and Maintaining a Microsoft Windows Server 2003 Active Directory and Network Infrastructure MySQL, SQL, HTML
  • B.S

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