Mark Isidro

•Managed company MDM platform (IBM MaaS360) to include User add/remove/edit, device configurations •Provide deployment operations support and top level technical assistance for over 2500 mobile Users (On iPad, iPhone, Android phones & tablets) •Mobile strategy engineering to include road mapping, device selection, change management, policy governance and global utilization.

•Provide top level (3rd) technical support to Users •Utilized mobile service delivery life cycle (SDLC) services utilizing ITIL/ITSM protocols for incidence response and change management. •Research and testing of mobile application management (MAM) systems for application distribution throughout the mobile transformation program. •Mobile device penetration testing to ensure integrity of enforced MDM security policies: Password Bypass, Biometric Spoofing, and Social Engineering

•Created the enterprise mobile management (EMM) framework to include MDM platform administration, CFE and BYOD device enrollments. •Designed mobile pilot programs centered around BYOD; Test/evaluate/implement MDM platforms (Xenmobile, Good Technology, BES 10) and generate GAP analysis reports utilized by C-Level Executives. •Technical Trainer for over 300 help desk agents (level 1-3) supporting over 15,000 mobile devices.

•Mobile/Fixed-line infrastructure cost and billing analysis generating business intelligence reports on infrastructure costs. My reports were used to reduce overall global mobile expenditure by over $100,000 annually. •Performed GAP analysis on mobile service plans and recommended adjustments to reduce international roaming costs by over 50%. •Provide wireless communications support to personnel in Europe, Asia Pacific and Latin America.

•Provide upper level technical support for MicroStrategy’s Business Intelligence product suite and relative technologies. •Prioritize and communicate product defects and enhancements to advance product support and technology development teams. •Contribute to the research and growth of the MicroStrategy Knowledge Base through the creation of customer accessible documentation.

•Provide first level of support for MicroStrategy Business Intelligence software Users, Consultants and Account Executives. •Create, administer, and maintain internet access accounts for the MicroStrategy Knowledgebase and software distribution site. •Managed, maintained and trained a team of Technical Support Representatives whom provided tier 1 support to incoming voice, email and internet communication channels.

Computer Science