Virgilio Santos

• SCCM Administration for all Site System Servers
• Configure within SCCM for server and workstation clients.
• Deployment of software packages and updates.
• Management and maintenance of System Center infrastructure.
• SCCM Platform Upgrade.
• Providing recommendations for operation enhancements.
• Created comprehensive documentation outlining System Center infrastructure, maintenance, procedures, policies, and troubleshooting steps for future reference.
• Design/Implement system patch cycle using SCCM.

Responsibilities:

• Manage, schedule, monitor and troubleshoot MECM and Azure Update Management for patching.
• Configure pre-script and post-script parameters in Azure Update Management.
• Designing, Planning, and Implementing System Center Configuration Manager.
• General monitoring of site health via SSRS, log files, and MECM.
• Manage MECM Upgrades, In-Console Upgrades and Client Agent Upgrades.
• Manage and configure User and Device collection.
• Deployment of Applications and Software Updates.
• Monitoring updates via Automatic Deployment Rules (ADR), Update Groups, Deployment packages, and other.
• Manage clients using Group Policy, WSUS, PowerShell scripts, Client Push.
• Troubleshoot client health.
• Manage and report on hardware and software inventory.
• Create, modify, and produce custom reporting as needed.
• Manage and troubleshoot application deployment, configuration profiles and compliance policies in Microsoft Intune .
• Enroll devices via Windows Autopilot in Microsoft Intune .

• Manage, schedule, monitor and troubleshoot MECM and Azure Update Management for patching.
• Configure pre-script and post-script parameters in Azure Update Management.
• Designing, Planning, and Implementing System Center Configuration Manager.
• General monitoring of site health via SSRS, log files, and MECM.
• Manage MECM Upgrades, In-Console Upgrades and Client Agent Upgrades.
• Manage and configure User and Device collection. Deployment of Applications and Software Updates. Monitoring updates via Automatic Deployment Rules (ADR), Update Groups, Deployment packages, and other.
• Manage clients using Group Policy, WSUS, Power Shell scripts, Client Push.
• Troubleshoot client health.
• Manage and report on hardware and software inventory.
• Create, modify, and produce custom reporting as needed.
• Manage and troubleshoot application deployment, configuration profiles and compliance policies in Microsoft Intune.
• Enroll devices via Windows Autopilot in Microsoft Intune.

Responsibilities:

• Providing support to infrastructure components required for Desktop SOE management e.g SCCM, Group Policy, Virtual Application, Avecto and Anti-Virus management.
• Responsible for planning and deploying new patches using SCCM/WSUS for workstations.
• Creating 3rd Party Software Updates via SCUP.
• Creating and deploying package requires by business via SCCM.
• Creating configuration items and baseline for compliance.
• Provides L3 support and handles incidents related to SCCM services unhealthy, non-compliant clients, application deployment, OS build issues.
• Knowledgeable in PowerShell, WQL and SQL.
• Created reports for incident, change and problem tickets, which aided team overall to get better understanding of our queue management metrics that we use for our VMB and Productivity Scorecards.
• Initiated Tech Assist and Devices and Desktop DevOps Feedback Handling Process to help improve Tech Assist incident handling and help team's KPIs in terms of ticket backlog.
• Member of BCP Champion.

• Assisted on Next Generation Desktop Windows 7 Roll-out.
• Processing Client Compliance Reporting (CCR) Tickets, remediation of service or installation related issues for McAfee, Bitlocker and Airtight.
• 2nd level of support for desktop/laptop related issues, documenting technical fixes for NGD and HVD (Hosted Virtual Desktop).
• Providing training/refresher to Tech Assist about new updates and processes as well as new technology rollouts.
• Performing security service task and identifying automation failures and initiatives for other automation opportunities.
• Created Business Process Improvement (BPI) for Vasco Service which removed 150 plus hours year of manual work.
• Created Business Process Improvement (BPI) for frequent account locked out issue that simplified procedure by removing Security Operations team in process.

• Identify source of computer problems and troubleshoot (hardware, software, internet, user access for network application, etc.) and liaise to appropriate resources when needed.
• Initiate triage calls for Major Incident issues or business impacting issues.

• Facilitating outage and tech bridges to get business impact of current incident and resolution.
• Providing support to end-users and ensure continuity of IT services at all times.
• Performing NOC role and user account administration.

• Serves as main point of contact for all hardware, software and network issues of company.
• Providing technical support for remote user to access network via RSA (Remote Secured Access) Token, VPN or Citrix
• Involved in Company’s CCB (Change Control Board) and in Business Continuity Plan (BCP).