Legend Wilcox

About Legend Wilcox

As a Staff Escalation Engineer at Omnissa, I bring many years of experience in designing,…

Experience

1. Staff Escalation Engineer

   Omnissa

   Sep 2024 — Present · Atlanta, GA, US

   Work with global and international operations to handle critical customer issues.• Diagnose Microsoft Entra (Azure), ADFS, Office 365, Exchange 2019, and Exchange 2016 e-mail infrastructure problems.• Configure and troubleshoot MEM (Mobile Email Management), MCM (Mobile Content Management), IDM (Identity Management with Workspace ONE Access), Mobile Device Management (MDM), and Unified Endpoint Management (UEM) issues. • Serve as the final point of escalation for MEM, MCM, and MDM modules.• Build Windows 2022 and Windows 2019 operating systems from the ground up.• Serve as the primary administrator for Omnissa\'s labs for the global support teams. • Identify product deficiencies and work with research and development teams to ensure defects are corrected.• Provide technical trainings and workshops for engineers.• Troubleshoot issues with Java, IIS, Microsoft.NET, and other web applications.• Replicate customer environments in vSphere in order to troubleshoot and resolve customer escalations.• Diagnose network-related issues including F5, Netscaler, Microsoft Threat Management Gateway (TMG), and Cisco. • Assist with the development and implementation of artificial intelligence (A.I.) tools. • Create enterprise level email infrastructure recommendations for Workspace ONE customers.• Review Workspace ONE implementation SOPs and best practices with teams such as R&D, SaaS Operations, and Services teams.• Work with Powershell scripts to troubleshoot customer issues.• Troubleshoot SQL database issues.

Skills

• Networking
• Technical Support
• Storage Area Network (San)
• Security
• Operating Systems
• Mobile Device Management
• Active Directory
• Windows Server
• Hardware
• Help Desk Support
• Information Technology
• Mobile Email
• Vmware Esx
• Virtualization
• Powershell
• Firewalls
• Cloud Computing
• Microsoft Sql Server
• Software Installation
• Sharepoint
• Vendor Management
• Computer Hardware
• Group Policy
• Backup Exec
• Network Administration
• Visio
• Vmware
• Troubleshooting
• Servers
• Microsoft Exchange