Mike Gaudiello

About Me

I am a seasoned Desktop Support, Services Administration, Mobile Device and User Experience expert with over 20 years experience.  I have been a technology enthusiast my entire life, taking an interest in coding and development since childhood while staying abreast of the newest and most bleeding edge developments in tech.

I pride myself in giving users a wonderful experience.  My biggest enjoyment in my work comes from turning what traditionally has the potential for frustration into delight and satisfaction for colleagues through my enthusiasm, passion for tech, expertise and interpersonal adaptability.

In the future, I hope to continue down a broader path, taking on additional and different technologies.  I have also enjoyed mentoring teammates who are just entering the field, as I would love to manage a team of bright, dedicated minds for a top-notch organization while continuing to tackle the technologies and challenges that I find fulfilling.

High Level Skills

• MS Intune

• AirWatch MDM

• MobileIron MDM

• MS Azure

• Desktop Support

• IT Hardware Asset Management

• Active Directory

• SCCM

• Autopilot

• ServiceNow

• MS Office 365

• Adobe Photoshop

Professional Experience

Element Fleet Management

January 2021 - Current

Mobile Device Administration, Intune Manager, Office 365 Administration Manager, Azure Administrator, Desktop Support

• Multi-faceted role encompassing a multitude of tasks, provisioning new PCs over Autopilot and Intune, Mobile Device Management over Intune, creating and managing Office 365 accounts, as well as general Tier 2 desktop support tasks.

• Sole desktop support agent providing in-person hardware and software support to the Sparks office, as well as remote support to 5 satellite offices, totaling over 1000 users.

• Before migration to Autopilot and Intune, responsibilities included imaging and deployment of new hire machines through SCCM.

• Deployed MS Teams Rooms hardware and software into multiple conference rooms in the Sparks facility.

• On-site “white glove” support for conference rooms as used by organization leadership.

• Expert level familiarity with Active Directory, SCCM and Windows Server 2019 and 2022.

• Responsible for Mobile Device Management of company issued or personal smartphones given company access through the Microsoft Intune portal.

• Responsible for Office 365 and Azure administration for users as needed.

• Demonstrated excellent time-management skills, assuring help desk, item, and new hire tickets are completed within the service level without direct supervision.

• Provided excellent customer service within a face-to-face, phone, or remote desktop environment, specializing in concierge service to in-office executives.

• Demonstrated expert level familiarity with ServiceNow ticketing system used within Element.

• Demonstrated world-class time management with a self-starter mindset.

Geosyntec Consultants, Columbia MD

November 2019 – September 2021

Desktop Support/Server Administration

• Managed multiple file servers and domain controllers for locations in Columbia, Philadelphia, Pittsburgh, Princeton, Lyndhurst, Washington DC and Richmond.

• Sole desktop support agent providing in-person hardware and software support to the 83 colleagues in the Columbia and DC branches.

• Responsible for travel to remote sites in Philadelphia, Pittsburgh, Princeton, Lyndhurst, Washington DC and Richmond sites for desktop support and server administration

• Specialized in laptop and smartphone deployment, setup and troubleshooting for field service and managers.

• Expert level familiarity with Active Directory, SCCM and Windows Server 2012 and 2016.

• Responsible for company issued equipment.

• Provided excellent customer service within a face-to-face, phone, or remote desktop environment.

• Developed expert level familiarity with EZ Vista ticketing system used within Geosyntec.

• Demonstrated world-class time management with self-starter mindset, especially when working remotely during the COVID-19 pandemic for extended periods of time between on-site visits.

Becton Dickinson & HCL, Sparks, MD

January 2016 - June 2019

Desktop Support

• Expert-Level break-fix and Desktop Support knowledge encompassing a variety of local and remote users.

• Represented HCL’s IT Support contract with Becton Dickinson, assisting BD staff with their desktop, laptop, smartphone, printer, and network needs.

• Specialized in laptop and smartphone deployment, setup and troubleshooting for field service and managers.

• Expert level familiarity with AirWatch and MobileIron Mobile Device Management platforms

• Developed high-level familiarity with Remedy, Service Now and SIAM ticketing systems used within HCL.

• Provided excellent customer service within a face-to-face, phone, or remote desktop environment.

• Responsible for deployment and setup of desktop and laptop computers for newly hired BD employees as well as life-cycle replacement desktop and laptop computer for existing employees.

• Familiar with imaging and deployment of software through SCCM and Dell KACE.

• Demonstrated excellent time-management skills, assuring help desk and item tickets are completed within the service level agreement, as well as moving between all five BD campuses in order maximize the value of time spent, largely without direct supervision.

• Responsible for company issued equipment.

Apple Inc. (via Remote)

February 2015 – November 2015

Tier 2 iOS/Mac Plus Remote Technical Advisor

• Demonstrated excellent time-management skills without direct supervision in the remote environment.

• Established expert level familiarity with iOS and Mac OS X through training and daily usage.

• Responsible for company issued property including computers and mobile devices.

• Provided exceptional technical support for customers in a remote call center environment for Apple smartphones and computers including iPhones, iPods, iPad, and Macs.

• Adapted to customers of all skill levels, assisting, and otherwise troubleshooting with them in a way that is most comfortable to them.

• Established expert level familiarity with Apple Internal Tools as well as Cisco WebX, Blackboard Illuminate, Bomgar Remote Desktop, and Apple Safeview Desktop Sharing.

• Gained a world-class level of rapport with customers to, in addition to solving technical issues, help Apple promote their products and services as well as providing any general information requested by customers.

• Participated in nationwide team-building exercises with other Remote Advisors to keep Apple employee morale and satisfaction high.

• Promoted to Tier 2 supervisory position within 3 months of employment.

Continental Technologies Inc, Hunt Valley, MD

May 2014 – February 2015

PC Technician

Sheppard Pratt Health System, Towson, MD

• Represented CTI’s contract with Sheppard Pratt Health System, assisting existing IT staff with the migration from Windows XP to Windows 7 and Windows 8 throughout the entire Towson facility.

• Inventoried and transported 500 new desktop PCs for imaging on-site at Sheppard Pratt in accordance with both CTI and Sheppard Pratt policies.

• Manually imaged new desktop PCs for use in the Sheppard Pratt facility using Microsoft SCCM with custom-built images of either Windows 7 or Windows 8.

• Deployed imaged machines to Sheppard Pratt end users around the entire facility.

• Assisted Sheppard Pratt end users with any initial technical issues while onboarding new machines in person from the deskside. 

Harford County Emergency Operations Center, Forest Hill, MD

• Represented CTI’s contract with Harford County Government, consisting of onboarding new desktop, laptop, and tablet computers for use at a newly built facility.

• Manually built Windows 7 and Windows 8 images for new desktop, laptop, and tablet computers in the Harford County Emergency Operations Center, then imaged those machines using Symantec Ghost and Acronis True Image.

• Responsible for adding all new machines to the facility domain, assuring the machines properly download and configure proprietary tools and existing user profiles as part of Group Policies in place, as well as any updates for Microsoft Windows and Office.

• Deployed imaged machines to employees of the Harford County Emergency Operations Center throughout the facility.

• Assisted Harford County Emergency Operations Center users with any initial technical issues while onboarding new machines in person from the deskside.

Aegis Mobile, Columbia, MD 

July 2008 – January 2014

Desktop/PC Support, Mobile Device Specialist, and Compliance Testing

• Designed and implemented many company documents; encompassing presentations, internal documents, external documents to clients, and training materials, using a combination of Microsoft Word, Adobe Illustrator.

• Light IT and desktop support duties, including new users accounts and password assistance within Active Directory, new e-mail accounts within Microsoft Exchange Server, desktop and laptop troubleshooting and support, virus and spyware removal, and general network troubleshooting.

• Migration of e-mail solutions from a 3rd party provider to an in-house Microsoft Exchange Server.

• Provided expert level compliance testing for client SMS programs against Mobile Marketing Association’s approved standards.

• Contributed to Aegis’ onboarding services for new SMS campaigns for clients before those campaigns went to market using 65-70 devices, assuring testing reports were completed, submitted, and re-tested within the Service Level Agreement timeframe.

• Designed and implemented the searching and testing process of applications in the Google Play Store (formerly Android Market) against Google’s Android Developer agreement as well as client Consumer Best Practices.

• Administered tech support for all Blackberry, iOS and Android devices; including initial setup, troubleshooting, device operating system upgrades, and software installs

• Issued all applicable office users with the Android SDK for Android Device Testing, overseeing the initial installation and setup as well as all troubleshooting.

• Provided expert level knowledge of Android and Blackberry devices to the company and clients before release on the general market. Developed several user guides outlining device features, how to use the device, basic troubleshooting guides, and handling guidelines.

• Developed a new hire setup guide for new testers recently hired in Australia under Aegis’ satellite office. Packaged and provided all files necessary, as well as step-by-step instructions illustrating how to get each device ready for PSMS and Android testing. Deployed all Microsoft Word Documents, Android device drivers, and Android SDK setup files to a central location accessible to Aegis offices in the United States and in Australia.

• Led pre-release testing of Verizon Wireless’ “Next Generation Messenger” app for Android devices, including majority of all testing completed, and majority of all step-by-step screenshots. Assisted the Aegis Business Analyst in packaging, revising and submitting the final report of over 1,500 pages of Microsoft Word documents, Excel spreadsheets, and around 18,000 screenshots.

• Planned team-building exercises, company luncheons, open-houses, and the company Holiday Party as a member of the Social Committee from 2012-2014.

Education

CCBC, Baltimore, MD

2015-2016

Computer Information Systems & Graphic Design

References Will Be Provided Upon Request