SUMMARY

• I have provided white glove support to senior - level executives on a 24/7 basis; including traveling to their residences when required to support issues such as VPN, etc.
• Assisting users utilizing a ticketing system such as ServiceNow. Supporting Windows (75%), Mac (25%), Android, iPhone, iPads, teleconferencing, overhead projectors, local and networked printers.
• Deployed Windows as a lead technician supervised the imaging, upgrading, and refresh of systems.
• Created end-user documentation and provided next day support resolution.
• My soft skills enable users to focus on their specific tasks and not be intimidated or distracted by technical issues.

PROFESSIONAL EXPERIENCE

Confidential

Senior System Administrator

Responsibilities:

• Provided White Glove Service insofar as scheduled appointments with users to ascertain user readiness, site readiness and worked directly with site contacts in building plans to achieve deployment timelines, coordination with other teams for effective collection of data related to hardware, software, devices and user details, submitted direct reports and technical documentation to Project Manager to support ITIL as required
• Experience and knowledge in end to end scheduling of users and tracking responses, performed application readiness and deployment readiness based on technologies that needed to be rolled out in the customer estate. Application rationalization, Normalization, user readiness and site readiness process
• SCCM, AD, HR Database etc., working knowledge of Juriba Dashworks, installation and configuration, experience in scheduling user migrations and framework for user migration
• Deployment strategy and rollout planning for multi-site environment, technologies can include Windows 10 combined with various other EUC technologies including print, SCCM, O365, Antivirus, Encryption etc.
• Knowledgeable of migrations depending on the types of user profiles and experience in working with desktop deployments that can be used for various scenarios in a customer environment (ZTI, LTI and HTI migration of Windows 10 using SCCM/MDT/Manual) along with user data migration and application installations

Confidential

Infrastructure Support Analyst

Responsibilities:

• Proven debugging, coordination skills with vendors, service owners for immediate resolutions
• Answered daily inquiries, provided excellent customer service to offsite locations and special events
• Self-driven, professional attitude, and customer skills to build rapport to understand, advise and service
• Contacted vendors for replacements or substitutions, customer service for internal and external vendors
• Handled technology support orders over the phone, coordinated equipment deliveries to off-site facilities
• Monitors / Conference AV equipment technology VPN, security tokens, Skype, Mural, NW/Wi-Fi, Hot Spots
• Highly connected with tech communities in terms of the new office gadgets, features, and industry trends
• Communicated equipment/performance issues, printers, drivers, plug-ins, Outlook 365, MS Office and Adobe
• Provided White Glove Service setting up personal A/V hosting of conferences with clients locally or internationally. Set up laptops, tablets, mobile devices, configured applications and troubleshooting of issues. Responsible for over $40k of A/V equipment as single point of contact for senior Partners and Managers

A/V TECHNOLOGY: Cisco Telepresence Touch 10, Polycom RealPresence Trio 880, NEC C981Q, NEC C751Q, NEC C651Q, NEC V554-T (Touchscreen), NEC V484, QSC - CX502 Power Amplifier, ProCo iRack Portable Audio Player, Mid Atlantic PD915R 9 Outlet 15AMP Power Center, DMPS3-4K-350-C3-Series® 4K DigitalMedia™ Presentation System 350, Shure: SCM820 - Digital IntelliMix Automatic Mixer, Shure: QLXD4 Digital Wireless Receiver, Shure: UA845UWB Antenna Distribution System, Call Pilot, Symposium, Contact Center Express, PBX, AVAYA VOIP and Call Express Voicemail

Confidential

Deployment Technician

Responsibilities:

• Interfaces with the onsite local support team lead as appropriate
• Uses utility to back up data from old PC and restore onto new Windows 10 PC
• Prepares shipments of old hardware to National Warehouse or prepares hardware for storage onsite
• Collaborates with Logistics Coordinator for shipping issues either with receiving or outbound shipping
• Uses ServiceNow to update deployment records including tasks for actual deployment and asset tracking
• Collaborates with Deployment Coordinator for scheduling questions and escalates any missed appointments

Confidential

Cloud Specialist

Responsibilities:

• MTA headquarters liaison with senior executives submitted quality control progress reports
• Manage IT inventory of all equipment, licenses, service, and support contracts and incidents
• Support personal computers, peripheral devices, hardware, software and network connectivity
• Support all employees and respond to all incidents in a timely, courteous, and efficient manner
• Assist in deployment of new technologies and other related tasks e.g. thin clients (Wyse, Citrix)
• Provide training on an as-needed basis to employees and setup and troubleshoot mobile devices
• Responsible for the support of Office 365 and installation of Windows 10 OS and additional software
• Maintain and troubleshoot PCs and peripherals including but not limited to PCs, notebooks, and laptops
• Support customers with technical assistance, network connectivity, diagnosis of hardware and software
• IMAC of all technology within the computing environment, including PC’ Confidential, monitors, phones, and printers
• Provide on-call coverage during non-business hours includes maintaining a corporate issued mobile device
• Order, maintain, setup, distribute mobile voice, data devices, headsets, and telephone telecom equipment

Confidential

Technical Support Specialist

Responsibilities:

• Utilizing ServiceNow® ITSM to maintain Incident and Task tickets within customer service SLA
• Windows 10 remote desktop, Office 365 and conference room support, IMAC and, decommission
• Supported top level executives locally and in the field with e-mail, printers, iPhone, Android, VPN
• Responsible for assets at local sites and ensure Asset Management Inventory updated accurately
• New hire onboarding at local site and attend team meetings to discuss aging incidents/tasks status
• Working with VVIP’ Confidential on break fix incidents for approved assets & Mobile Device support (iOS, Android)
• Provides basic on-site and remote resolution of incidents for multiple customers 1000+ user environment
• Add remove users and unlock/reset passwords in Active Directory and install local and networked printers
• Receiving assets for the terminated/off-boarding employee requests, work on hardware disposal procedures
• Build desktop/laptop with standard image using approved tools and ship approved hardware to remote users

Confidential

Desktop Support Analyst

Responsibilities:

• LANDESK ITSM to troubleshoot and support Windows 10 HP workstations, laptops and Macs
• AirWatch MDM / Device and Data Security / Asset Inventory and Management / Remote Support
• Utilized Cisco Jabber, maintained network printers, mobile devices and telecommunications equipment
• Worked with the Helpdesk to promptly resolve all issues, addressing assigned incidents in a timely manner
• Updated ticket queue with all incident details utilizing ServiceNow online incident ticket management system

Confidential

Dell Technician

Responsibilities:

• Supervised & trained Dell L3 Advanced Technicians in all aspects of deployment process
• Worked directly under the Director - Desktop Delivery Services to submit daily progress reports
• AirWatch MDM / Device and Data Security / Asset Inventory and Management / Remote Support
• Received 900+ Dell OptiPlex 9020 (SFF) desktops and scanned asset barcode tags into inventory
• Added asset tags to user groups to automate software installation via LANDesk Desktop Manager
• Monitored techs, reset user passwords in Active Directory & conducted all post deployment verifications
• Submitted all completed reports of known deployment issues to the Director of Desktop Delivery Services
• Submitted requests to return defective equipment under warranty to Dell for product replacement & repair
• Assigned deployment of Dell OptiPlex 9020 (SFF) and Dell U2414 monitors to Dell L3 Advanced Technicians