James Blaine
End-User Support Manager at Badger Infrastructure Solutions
- Role
- End User Support Manager at Badger Infrastructure Solutions
- Location
- Indianapolis, IN, US
- LinkedIn followers
- 500 followers
About James Blaine
Results-driven IT Leader with 27 years of experience managing enterprise endpoint environments and leading high-performing support teams. Proven expertise in Microsoft 365 administration, Intune/Autopilot deployment, mobile device management, and vendor relationship management. Track record of delivering strategic IT initiatives that improve service delivery, reduce costs, and enhance end-user productivity. Skilled at building scalable support operations, implementing modern endpoint management solutions, and partnering with cross-functional stakeholders to align technology with business objectives.Specialties: •IT Service Management & Leadership •Team Building & Development •Vendor Management & Contract Negotiation · •Project Management & Delivery •Budget Planning & Cost Optimization •Change Management •ITIL Best Practices · Incident & Problem Management •SLA Management & Reporting ·•Stakeholder Communication •Microsoft 365 Administration ·•Azure AD/Entra ID •Microsoft Intune & Autopilot •Mobile Device Management (MDM) •Endpoint Security & Compliance · •Windows 10/11 Deployment •Active Directory •Exchange Online •PowerShell Scripting •ServiceDesk/Ticketing Systems · •Remote Support Tools •Backup & Disaster Recovery
Experience
End User Support Manager
Badger Infrastructure Solutions
Aug 2022 — Present · Indianapolis, IN, US
Oversee Global Tier Desktop/Server support to over 2500+ end users at 70+ locations.• Manage, direct, and develop the capabilities of Helpdesk, End-User Support Team, and contracted consultants • Ensure End-User Support Team has clear goals and direction while fostering culture of service excellence • Fostered culture of continuous improvement by maintaining weekly team retrospectives and implementing employee-suggested process enhancements • Oversaw deployment and lifecycle management of Windows devices using Microsoft Intune and Autopilot • Implemented zero-touch deployment strategy using Windows Autopilot, streamlining onboarding processes and reducing provisioning time • Manage fleet of iOS devices using Microsoft Intune, ensuring security compliance and policy enforcement • Administer O365 environment for 2,500+ users including Exchange Online, Teams, SharePoint, and OneDrive • Led implementation of the self-service portal and knowledge base, improving end-user autonomy and reducing support ticket volume • Championed shift from reactive to proactive support using trending analysis and preventative maintenance, significantly reducing incident volume • Direct concurrent IT projects including hardware refreshes, software deployments, and application upgrades, delivering on time and within budget • Manage strategic vendor relationships with Microsoft, HP, CDW, and SHI, conducting quarterly business reviews to evaluate performance and align on technology roadmaps • Maintain cross-functional partnerships with business units to ensure IT support aligns with organizational objectives • Established and maintained telecommunications carrier partnerships to optimize mobile service plans and resolve billing discrepancies • Research and communicate industry trends to IT leadership, influencing strategic technology decisions • Coach and mentor End-User Support staff to achieve departmental and personal development goals
Education
Indiana Wesleyan University
Masters Degree Science of Business Administration with specialization in Applied Management
2005 — 2007
International Business College
Associate in Science in Computer Applications & Programming, Access, LINUX, UNIX, Networking, HTML, Java, Java Script, Visual Basic, C, C++, COBOL, Desktop Pu
1998 — 1999
Indiana Wesleyan University
Bachelor of Science in Business Information Systems, Network Architecture and Design, Web Development, Systems Analysis and Design, Business Statistics
2002 — 2004
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