Resume — Greg Collins

Summary

Technology leader with 12+ years owning the platforms employees work on every day. Runs endpoint fleets at 5,000+ device scale across macOS, Windows, and ChromeOS alongside the Google Workspace and collaboration environment layered on top. Shifted an enterprise from a Windows-dominant estate to a near-even Mac split without loosening security compliance, replaced manual provisioning with zero-touch automation, and rebuilt ITSM so support decisions run on data rather than anecdote. Leads multiple distributed teams, owns operating budget, and partners directly with security, networking, and infrastructure counterparts.

Selected Highlights

10% → 45%Grew macOS share of a 5,000+ endpoint fleet (~500 to 2,250 Macs) in under five years.

30 → <15 minReplaced a manual Terminal-driven Mac build with fully automated zero-touch provisioning.

3 Apple eventsInvited by Apple to present the university's Mac deployment program to external audiences.

3 teamsLed Client Technologies, Service Desk, and Executive Support across distributed staff.

Professional Experience

Advocate Health / Atrium Health Wake Forest Baptist

High Point, NC

Manager, IT Support Services · Field Services

Apr 2026 – Present

Lead a six-technician field services team supporting hospital campuses, ambulatory care sites, and specialty clinics across High Point and Greensboro, NC, holding service delivery to defined SLA targets.
Own incident and request workflows in ServiceNow, using workload distribution and completion metrics to rebalance coverage and improve throughput across a distributed multi-site environment.
Partner with networking, facilities, and clinical operations to scope and deliver technology projects including new site openings and service line expansions.
Manage operating budget recommendations and hardware/software evaluation, aligning site-level needs with enterprise standards and spend objectives.
Run 1:1s, performance reviews, and development planning for direct reports, and lead outage and change communication to clinical and administrative stakeholders.

Wake Forest University · Information Systems

Winston-Salem, NC · Jan 2013 – Oct 2025

Associate Director, Client Services

Jul 2022 – Oct 2025

Grew macOS from 10% to 45% of a 5,000+ endpoint fleet in under five years, roughly 500 to 2,250 Macs, through user-choice programs, automation, and adoption enablement while holding enterprise security compliance.
Cut Mac provisioning from a 30-minute manual, Terminal-driven build to a fully automated zero-touch workflow completing in under 15 minutes, eliminating hands-on command-line steps and standardizing every deployment.
Owned enterprise endpoint management strategy across Jamf Pro, Intune/SCCM, and Chrome Browser Management, securing 5,000+ devices spanning macOS, Windows, and ChromeOS.
Invited by Apple to present the university's Mac deployment program at three separate events, speaking to external audiences on large-scale endpoint strategy and adoption.
Administered the Google Workspace environment supporting faculty, staff, and students, covering OU and group structure, Drive and shared drive governance, Chrome policy, and adoption enablement for campus partners.
Led three teams across Client Technologies, Service Desk, and Executive Support, setting service standards, professional development paths, and process consistency across distributed staff.
Modernized the Freshservice ITSM platform, standardizing intake and fulfillment across service desk and field support and improving first-contact resolution and ticket transparency.
Built automated reporting with Google Apps Script and AppSheet, replacing manual data pulls with self-service exports for internal and external stakeholders.
Led responsible evaluation and rollout of enterprise AI tooling including Google AI Pro and Microsoft Copilot, developing practical use cases and guiding institution-wide discussion on adoption and acceptable use.
Presented environment changes, roadmap decisions, and technology updates to Faculty and Staff technology committees whose membership included Provost- and C-level leadership.

Assistant Director, Client Services

Dec 2020 – Jul 2022

Introduced analytics dashboards for service level monitoring, moving performance conversations from anecdote to measured trends.
Established device standardization and refresh processes aligned to lifecycle planning and security compliance requirements.
Tightened collaboration with Enterprise Systems, Information Security, and Learning Systems, reducing duplicated effort and shortening incident resolution.

Senior Client Engagement Specialist

Sep 2017 – Dec 2020

Served as consultative technology lead for high-impact departments including University Police and Student Health Services, ensuring operational continuity for 24/7 functions.
Guided faculty and administrative staff through modernization initiatives, increasing adoption of cloud and collaborative tooling.

Service Desk Analyst Lead

Dec 2015 – Sep 2017

Led service desk operations and major-incident communications, coordinating real-time response with IT leadership.
Built training resources and knowledge base documentation that streamlined support workflows and shortened ramp time for new analysts.

User Technology Support Coordinator

Jul 2013 – Dec 2015

Served as module owner for the BMC Remedy upgrade, improving efficiency and transparency in incident and request management.
Rebuilt the university software distribution portal with cross-functional partners, improving accessibility and license compliance.

Winston-Salem/Forsyth County Schools

Winston-Salem, NC

Technology Facilitator

Jan 2013 – Jun 2013

Drove classroom technology integration and delivered faculty training on instructional technology tools.

Core Competencies

Digital Workplace Strategy Apple Endpoint Management at Scale Google Workspace Administration Zero-Touch Provisioning Device Lifecycle & Refresh Planning ITSM Modernization Workflow Automation Endpoint Security & Compliance Responsible AI Adoption Multi-Team Leadership Budget Ownership Vendor & Stakeholder Management Change Management Public Speaking & Enablement

Technical Environment

Endpoint Management: Jamf Pro, Microsoft Intune, SCCM, Apple Business Manager, Apple School Manager, Chrome Browser & Device Management, macOS, Windows, ChromeOS, iOS/iPadOS
Collaboration: Google Workspace administration (Admin Console, OU structure, Drive and shared drive governance, Groups, Chrome policy), Microsoft 365 administration, Zoom administration
Automation: Google Apps Script, Google AppSheet, shell scripting, Jamf policy and workflow automation, automated reporting and data exports
ITSM & Service Delivery: ServiceNow, Freshservice, Freshdesk, BMC Remedy, SLA and metrics reporting, knowledge management
Security & Compliance: Endpoint hardening and patch compliance, device encryption, CrashPlan, Cisco Secure Client
AI Tooling: Google Gemini / Google AI Pro, Microsoft Copilot, enterprise generative AI evaluation and rollout

Education

Bachelor of Science, Business Administration – Management Information Systems
East Carolina University, College of Business · Greenville, NC

Gregory O. Collins