Dewayne Hayes

About Dewayne Hayes

A highly skilled and seasoned IT executive with 26 years of experience in managing…

Experience

1. Director, End User Services

   Cxloyalty

   May 2021 — Present · Richmond, VA, US

   Leader of the End User Services teams that include Desktop Engineering and Desktop Support, Vulnerability Management, Global Service Desk, Software Packaging and Testing, Intune/Jamf Operations, Mass Deployments, Mobile Device Management.(4 Manager Direct Reports, 51 Indirect Reports: 1/3 onshore, 2/3 offshore)Overall responsibilities include- Defining and implementing the strategy for the modern desktop, mobile device, Jamf Pro and Intune environments- Maintaining the Intune, MDM and Jamf Pro infrastructure environments:• Responsible for workstation image creation/management for the enterpriseo Implemented zero touch deployments for our workstations via Intune Autopilot and Jamf• Responsible for security policy settings for all end user devices – Windows, Apple and mobile phones based on CIS L1 settings- Responsible for workstation vulnerability management • Reduced the backlog of vulnerabilities and patches by 97% within 4 monthso Now achieving 99.5% OS and third-party software patching success each month• Created a monthly regimen of vulnerability remediation to reduce risk• Manage the monthly OS and Office patching processo Collaborated with Call Center leadership to create patching windows that are least disruptive to their areas• Implemented a third-party software patching solution• Implemented an End User Experience tool that allows my team to be proactive in resolving end user issues before they call the Global Service Desk.o Measures individual machine performanceo Aids in troubleshooting activities- Applications causing issues- Recently installed apps/updates/patches- Machine performance: CPU, Memory, Network, Disko Enabled automated remediations- Implemented ServiceNow discovery to make sure all workstations have entries in the CMDB- Implemented AWS Workspaces for our contingent workforce• We no longer deploy physical devices to our contractors• Fully managed by Intune as we do with our physical devices

Education

• Louisiana State University in Shreveport

  Bachelor's Degree

Skills

• IT Strategy
• IT Outsourcing
• Outsourcing
• Project Management
• Business Process Improvement
• Service Management
• Data Center
• Microsoft Office
• Lotus Notes
• Customer Service
• Integration
• Project Portfolio Management
• Vendor Management
• Sdlc
• Requirements Analysis
• Software Development Life Cycle (Sdlc)
• Management
• Virtualization
• Service Delivery
• Business Analysis
• Global Delivery
• Infrastructure
• Pmp
• Itil
• Leadership
• Service-Level Agreements (Sla)
• Program Management
• IT Operations
• Process Improvement
• IT Management
• IT Service Management
• Disaster Recovery
• Incident Management