Raul Alos Marti

Senior IT Operations Analyst @IMAX

Oakville, ON, CA

Responsible for the reliability, security, and lifecycle management of corporate endpoints and user-facing services. Acts as Level 3 escalation for complex incidents and VIP support. Supports continuous improvement and automation across enterprise platforms including Ivanti Neurons, ServiceNow, Microsoft 365 Admin/Entra, VMware EUC, and AI-powered operations.Endpoint Engineering:Standardizes and hardens Windows/macOS builds and baselines.Packages, tests, and deploys apps and updates using Ivanti (rings/cohorts, rollback).Orchestrates patching across OS, drivers, firmware, and apps; remediates vulnerabilities.Enforces EDR, disk encryption, device compliance, and firewall policies.Incident & Escalation Management:Provides L3 support for high-impact and complex user issues.Performs root cause analysis and implements durable fixes.Converts recurring patterns into automation and knowledge base content.Defines on-call playbooks and mentors L1/L2 teams.Service Management (ServiceNow):Owns Incident, Request, Problem, and Change processes for endpoint scope.Develops catalog items, SLAs, and dashboards; maintains CMDB accuracy.Microsoft 365 & Entra Administration:Manages users, groups, licenses, Conditional Access, and device compliance.Governs endpoint policies for Outlook, Teams, OneDrive, and SharePoint.Automates access reviews and joiner/mover/leaver processes.Automation & AI Operations:Implements AI-assisted triage, self-healing, and anomaly detection.Builds PowerShell, Python, and Ivanti automations with guardrails and metrics.Security & Compliance:Enforces baselines, certificates, least-privilege, and Conditional Access policies.Supports audit evidence collection (ISO, SOC, SOX); tracks exceptions and deadlines.Documentation & Enablement:Maintains gold-image docs, packaging standards, break/fix guides, and KBs.Leads enablement sessions and mentors support teams.