Allan Gómez

Endpoint Operations professional with five years of progressive Tier 1-3 enterprise IT experience, including three years as an Endpoint Operations Administrator.

Background in SCCM/MECM, Microsoft Intune, Windows 10/11, application deployment, patching support, Active Directory and Group Policy. Experienced in complex endpoint incident resolution, global service transitions and operational documentation. Supported approximately 500+ combined end users and endpoint assets across the AMR region. ITIL Foundation and ISC2 CC certified.

Endpoint Operations Administrator at EMERSON ELECTRIC (2022-01 – 2025-01)

• Provided Tier 3 endpoint support across the AMR region for approximately 500+ combined users and endpoint assets, including enterprise printers. Applied Windows, endpoint management and application troubleshooting skills to resolve operational issues.
• Handled approximately 20-30 complex escalated incidents per month from Tier 1 and Tier 2 teams, investigating symptoms, documenting findings and coordinating resolution with infrastructure and platform specialists.
• Authored approximately 20 knowledge base articles for complex service transitions, including the migration from Kofax Equitrac to Streamline, strengthening operational procedures and support consistency.
• Created a CrowdStrike troubleshooting knowledge article and trained approximately 10-15 Philippines-based Endpoint Operations analysts on troubleshooting and escalation workflows.
• Led the shift-left of CARM troubleshooting and trained approximately 15-20 Remote Support SMEs in the Philippines, reducing single-user escalations and freeing Endpoint Operations capacity for broader issues.
• Recognized as AMR Region Knowledge Management Champion.

Service Desk Analyst Tier 2 at EMERSON ELECTRIC (2021-01 – 2022-01)

• Served as a primary liaison between Tier 2 Support and Endpoint teams during a global Microsoft Intune migration, coordinating user-impacting issues and helping maintain support continuity.
• Supported MDM, Okta, RSA, Webex and telephony services. Managed ServiceNow queues, remote troubleshooting and technical escalations in an SLA-driven environment, maintaining clear user communication and accurate case documentation.

Service Desk Analyst Tier 1 at EMERSON ELECTRIC (2020-01 – 2021-01)

• Resolved Windows, application and access incidents for global users. Achieved the highest CSAT performance within the Tier 1 team and resolved 1,235 support tickets in June 2021 while maintaining service quality.

Bachelor's Degree in Computer Science – Universidad San Marcos

Networking Technician and High School Diploma – CTP de Calle Blancos (2012-01)

Project Management Studies in CAPM Preparation – PM School (2021-01)