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Intune Senior Engineer/ Technical Lead Resume Example

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INTUNE SENIOR ENGINEER/ TECHNICAL LEAD
Summary
Dedicated Mobility Cloud Engineer and Consultant with a background in mobile application support and cloud infrastructure for multi-enterprise mobility solutions looking to join a reputable organization bringing determination, drive and innovation to evolve within the growing cloud security industry.
Skills
  • Client-focused
  • Proficiency in cloud platforms for iOS/Android/Windows10
  • Training and development
  • Excellent written/verbal and automation skill
  • Configuration Management,deployment,
  • Strong understanding of cloud-based server and network architectures
  • Able to multi-task , prioritize, and manage time effectively
  • Results-oriented
  • Escalations management 
Experience
Microsoft ​Irving, TXIntune Senior Engineer/ Technical Lead02/2016 to 09/2017
-Support Premiere Microsoft customers in the Implementation of Intune/Azure mobile device management with SCCM and office 365/Exchange hybrid environments.
-Develop, deploy and manage mobile applications and mobile application management policies with Azure including MAM and MAMWE 
-Team Technical lead responsible for the resolution of complex issues, quality, escalations, KB submission and documentation, and continued training of a team of 30 engineers. 
-Subject matter expert for Apple iOS APN certificates as well as the Apple device enrollment program (DEP), Configuration Manager and the implementation with cloud services. (including kiosk devices iOS/Android and Windows 10 education)
-Proficient in on-premise to cloud as well as cloud to on-premise migrations
-communicate with high priority enterprise businesses regarding the status of support incidents in critical situations
-Administer and configure mobile devices for enterprise users
-Working knowledge of Powershell, Exchange Active Sync, SCEP and NDES certificates, and some Power BI
-Basic knowledge of networking concepts such as TCP/IP and other protocols DNS, WINS, DHCP and routing
​
Honeywell Enterprise MobilePlano, TXTechnical Account Manager/ Lead/ Trainer/ Quality Control11/2012 to 02/2016
Technical Account manager/consultant who lead the support and implementation of mobile device management to multiple large enterprise companies using multiple solutions such as Airwatch, MobileIron, Intune, Soti, AWS, Maas 360, JamF, ect.
Provide excellent interpersonal skills to clients providing continued advice and support in weekly calls/visits regarding the implementation and maintenance of mobile device management services.
Collaborate with all areas of support to meet client goals. Shipping, receiving/warehouse, configuration lab, client advocates/carrier support, technical support, issue/call forecasting, quality control and training.
Quality Control Leader who met to formulate and implement the core KPI, knowledge base and training material according to the Six Sigma model. (Six Sigma implementation from start to finish
​Built and maintained successful relationships with service providers, dealers and consumers.
Trained new employees and explained protocols clearly and efficiently.
Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
Provided professional customer service consultations on mdm device enrollment and deployment methods
Researched, resolved and followed up on customer issues.
Assessed customer bug and enhancement requests and prioritized development.
Developed documentation for common processes for both support staff and end-users.
Coordinated installation of software systems and collaborated on the design and implementation of new features.
Apple Inc.Austin, TXSenior Applecare At Home Advisor06/2009 to 10/2012Built customer loyalty by placing follow-up calls for customers who reported product issues.
Formulated and enforced Service Center policies, procedures and quality assurance measures.
Achieved customer satisfaction rating of [number]% within [number] months, exceeding corporate target.
Provided base level IT support to company personnel.
Support customers with online billing and account issues.
Supported customers having data connectivity issues.
Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
Provided thorough support and problem resolution for customers.
Managed IT setup and service requests for [Describe setting].
Assisted customers with technical issues via email, live chat and telephone.
Provided real-time support to everyday users of [Name of Product or Service].
Education and Training
High School Diploma2002Plano East Senior High, Plano, TX, USA
Pursuing:Business AdministrationTexas Womans University, Denton, TX
MCSE- Cloud Platform and Infrastructure:Azure2017Microsoft
MCS:System Center Configuration Manager2017Microsoft
Mac and iOS Certification:Apple2015Apple Inc.
Apple DEP subject matter expert:Device Enrollment Program
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Resume Overview

Companies Worked For:

  • Microsoft ​
  • Honeywell Enterprise Mobile
  • Apple Inc.

School Attended

  • Plano East Senior High
  • Texas Womans University
  • Microsoft
  • Apple Inc.

Job Titles Held:

  • Intune Senior Engineer/ Technical Lead
  • Technical Account Manager/ Lead/ Trainer/ Quality Control
  • Senior Applecare At Home Advisor

Degrees

  • High School Diploma 2002
    Pursuing : Business Administration
    MCSE- Cloud Platform and Infrastructure : Azure 2017
    MCS : System Center Configuration Manager 2017
    Mac and iOS Certification : Apple 2015
    Apple DEP subject matter expert : Device Enrollment Program

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