Caileb Clark

• Lead enterprise mobility operations for government-issued iPads, iPhones, and MiFi devices. • Own full mobile device lifecycle management including procurement, provisioning, deployment, replacement, deprovisioning, and retirement. • Plan and execute agency-wide mobile device refresh initiatives. • Administer Microsoft Intune compliance policies, configuration profiles, and app deployments. • Manage Apple Business Manager for automated device enrollment and supervision. • Monitor device usage, detect threats, and remotely lock or wipe compromised devices. • Advise on security policies and enforce enterprise mobility standards. • Interface with Verizon enterprise wireless portal for line management, upgrades, and troubleshooting. • Utilize Cayosoft for Active Directory provisioning, auditing, and governance. • Support financial tracking and reporting through FMCS (Fixed Cost Management System). • Coordinate cross-functional IT initiatives within secure government systems. • Develop SOPs and documentation improving mobile operations efficiency. • Provide executive-level white glove support.

•Created comprehensive documentation on work procedures and troubleshooting steps. •Provided technical support for Dell and Lenovo desktops and laptops, ensuring timely resolution of •hardware and software issues. •Scheduled appointments for laptop swaps or repairs, facilitating efficient hardware management. •Troubleshot Cisco Any-Connect VPN and compliance issues, ensuring secure and stable connectivity. •Added workstations to the correct containers in Active Directory, maintaining organized and efficient directory structures. •Collaborated with cross-functional teams to develop and execute migration plans for transitioning from older Active Directory versions to the latest releases. •Provided white glove service for directors and senior management in a timely fashion, ensuring high levels of support and satisfaction. •Manage ITIL Processes monitoring system performances. Integration of ServiceNow with other systems and customization •Installed printer drivers for Canon, HP, Epson, and Brother printers, ensuring proper printer functionality. •Implemented Single Sign-On (SSO) solutions, including Duo Mobile and MFA, to enhance security and user convenience. •Administered Adobe licenses, ensuring proper allocation and compliance. •Assisted in Configuring LDAP Server for pulling user and group date from AD.

Created and documented tickets using ServiceNow, ensuring accurate tracking and timely resolution of incidents and requests. Disabled CyberArk to complete installations and other troubleshooting steps, documenting all actions in ServiceNow for audit and compliance purposes. Provide assistance with innovation and enhancements using Javascript and ServiceNow workflows Managed user access by adding and maintaining user accounts in appropriate MFA groups, ensuring compliance with security policies. Created and configured forests, domains, and organizational units within Active Directory, optimizing organizational structure and access control. Provided user support for Microsoft Authentication setup, resolving issues and ensuring smooth user experiences. Testing of Xtraction with ServiceNow to provide enhanced reporting. Demonstrated the ability to work effectively in a fast-paced, dynamic environment, handling multiple tasks and priorities with ease. Led a comprehensive email migration project from Roundcube to Outlook, ensuring a seamless transition and minimal downtime for end-users. Configured and managed multi-factor authentication (MFA) on mobile devices, enhancing security protocols for user access.

Troubleshot trust-related issues involving authentication, permissions, and connectivity, resolving them efficiently. Investigated, diagnosed, and resolved complex issues without known solutions, demonstrating strong problem-solving skills. Published detailed and useful documentation in the Knowledge Base to support end-users and team members. Created and managed tickets using Remedy and Zendesk ticketing systems, ensuring accurate tracking and resolution. Consistently met Service Level Agreements (SLAs) with customers, maintaining high levels of satisfaction. Configured DNS settings on workstations, ensuring proper network functionality. Reset computer accounts in Active Directory, restoring access and functionality for users. Provided on-call support on weekends, ensuring uninterrupted IT services. Escalated tickets

Monitored IT systems and infrastructure for issues, ensuring proactive problem resolution. Provided technical support via phone, email, chat, or in person, including during holidays and weekends. Unlocked user accounts and reset passwords. Imaged Dell and Lenovo laptops and ran Dell Command updates on user computers, ensuring systems were up-to-date and secure.

Competitive Workforce Development Program