End User Support Manager

Role - End user architect

Location - Durham, NC - (onsite role)

Type - Long term contract.

Description:

• Managing, coordinating, and prioritizing tasks to resolve technical incidents.
• Working closely with infrastructure, capacity managers, and availability managers to fix technical problems.
• Identifying and escalating repeat issues.
• Engaging with customers to identify their vision and roadmap for end user technologies. Designing, developing, and maintaining solutions related to exchange online, 0365, email security, and other 0365
• technologies. Gather, assess, design, build and drive implementation of end user technologies stack and architecture based on customer environment.
• Understanding on the road map of Managing end user systems with respect to applications, hardware and Operating System (OS).
• Participate to develop and manage architecture governance structure based on business; IT strategies as relevant for end user services.
• Consult project teams and align infrastructure architecture assignments and identify need to modify design if any to attain project requirements.
• Documentation and training to the implementation team.

Deliverables

• Roadmap and Design documents for technologies like Cisco, Microsoft, Citrix, and HPE

Hardware

• Develop and document roadmap for laptops, cell phone and conference rooms including AR VR devices

Microsoft

• Certify, build and deploy Windows 11 image/images to different persona
• Design, build and document MFG IT SCCM instance
• Enable Central Administration Site (CAS) for multi-site SCCM environments.
• Windows 365 roadmap
• Telecom, SFT Integration/platform, desktop virtualization and M365/Intune architecture
• Evaluate MS licensing model and develop dashboard on usage/reclamation process
• Build software depot for the users to download and install software on need basis and uninstall when not in use for long (reclaim licenses)

Citrix

• Perform a full evaluation of existing Citrix environments (license model, improvements, stabilize, failover
• Migrate from Citrix to a newer technology-complete POC, document the design
• Review current Client Roadmap, provide insight, recommendations and priorities

Acceptance Criteria

• Design document for each solution reviewed and approved in ARB
• Formal training to respective team members
• Report on effort for all the above deliverables on a weekly basis and keep project teams informed
• Customer will review all documentation produced by consultants and will determine if documentation meets expectations and can be accepted as completed.
• Weekly effort report will be reviewed and validated to meet Customer expectations.