SUMMARY:

Proactive self - starter known to initiate process and system improvements to increase system stability, productivity and security across core business systems Results-driven professional offering a progressive, 30-year career in information technology. Excellent communications and diagnostic skills consistently solve problems and rarely escalate issues. Expertly manage technical support operations, diligently troubleshooting issues to identify root causes and prevent recurrence.

AREAS OF EXPERTISE:

Windows and Macintosh Platforms |Technical Support | Computer Imaging Systems |Server Administration |Google Suite Applications | JAMF Pro Suite and SCCM | Business Continuity | Data Backup & Recovery | Network and Endpoint Security | Research and Development | Network Storage Devices | Print Environment Solutions | Active Directory and Mac Server | DSM Administration for Synology NAS | Open Source Solutions

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

Technical Consultant

Responsibilities:

• Working closely with clients across a wide spectrum of creative professions to ensure they are able to focus on creating, not troubleshooting.
• Clients serviced: The New York Times, Pentagram Design, Stranger and Stranger, Teak Fellowship, Anti-Defamation League, Gallery Magazine,Thinx and many other large to small companies.
• Deal with challenges ranging from tech support and staff to networking, server, and security solutions.
• Recommend and implement solutions specific to client’s needs.
• Coordinated office relocations. All client hardware and server room reconfiguration (Racked, wired and cable management within the new office space) Network assessments of LAN/WAN
• Setup and configuration of various A/V solutions for client conference and show rooms.
• Implement and manage various storage and networking solutions: Windows and Macintosh servers, Synology NAS, Migrations from Network storage to Cloud based solutions based on the selection of client’s cost and needs. (AWS, Google) Peplink, Palo Alto. Cisco Meraki and ASA network Appliances.
• Spearheaded new procedures for Help Desk documentation, enabling the development of a comprehensive knowledge base of common issues and solutions to improve Help Desk efficiency.

Confidential, New York, NY

Executive/VIP Desktop Support Technician

Responsibilities:

• Provided day-to-day white glove process and technical support for C-Level Executive Leadership Team and their Administrative Assistants.
• After hour coverage for home office and Executive support customers family members. In home network setup and configuration.
• Quickly and effectively diagnosed and resolved issues related to PCs, mobile devices, printers, video conferencing, Skype, business application software, telecommunication issues and potential local network issues.
• Proactively ensure our Executive Conference rooms are always neat and in working order.
• Coordinate the procurement of new technology.
• Administration for Citrix, AirWatch, and Vsphere.
• PC, laptop and printer support including hardware upgrades, installs, moves, adds, changes. Windows, Mac OS, mobile phones, tablets, AV presentation tools, etc.
• Software support for standard applications such as Microsoft Office as well as internal specific applications.
• Conference room support (testing and troubleshooting AV equipment and connectivity).
• Troubleshooting and resolving networking issues.
• Assistance with testing and integrating new IT provided equipment as required.
• Support for other technology questions as requested such as cell phone purchases, headsets, etc.
• Direct point of contact at the SoHo office for network and infrastructure issues.

Confidential, New York, NY

Desktop Support Lead

Responsibilities:

• Providing all technical assistance and support to 1000+ End users, Mac and PC
• SME for the VVIP’s, Co-CEO’s and their family members for any technology needs, including upgrades, support questions and answers and wireless network setup.
• SME for mobile device setup for clients at Confidential (AirWatch)
• Senior Technical lead for new Desktop Techs
• Onboarding and off-boarding Account creation, account removal, maintenance, and policies via Active Directory and JAMF enrollment
• Provided Tier 2 and 3 advanced level support of chronic issues in the environment after Antivirus migration and new image builds Mac and Windows, drivers and firmware updates for hardware.
• Analyze Service now ticket information escalated from Tier 1 and Tier 2 to find the Root Cause and perform preventive maintenance for permanent resolution.
• Work with software and security teams for software vetting in the creative and design groups.
• New hire deployments and setup including network/email accounts and computer hardware
• Maintain and update documentation, i.e. procedures, diagrams, inventory, and knowledge base.
• Support and manage all Audio-Visual equipment. Crestron Mercury, Clickshare, Chromebox, PCs and Mac mini.
• Subject Matter Expert for MacOS Hardware and Software 800 Mac nodes. Process improvement and advance deployment workflows for Mac Desktop Support team. Determine severity of incidents and efficiently escalate them into the major incident management process. Selected projects…
• Macintosh Package creation and testing: (.pkg, .mpkg, and .dmg packages; applications, files, OS images, and directories) for deployment.
• Windows- Working with System Admins to test and deploy Windows 10 image deployment in the Confidential Environment.

Confidential

Macintosh Systems Administrator

Responsibilities:

• Providing Support for 200 Clients Marketing and Creative services department.
• Priority given to the VVIP’s: Resolve escalate and expedite all ticket requests for first call resolution.
• Support all Apple Macintosh Hardware and software (Mac Pro towers, MacBook Pro Laptops, iMac and Mac Mini).
• Build and configure Publix corporate base image to deploy for on-boarding customer hardware setup. Monitor and troubleshoot all APPLE, Adobe CC Applications, Microsoft Office 2011 and 365 or other 3rd party applications as required.
• Tracking of all assets in the Marketing and Creative services department.
• Responsible for Share-Point Site creation and Administration for Marketing and creative services environment.
• Maintain and update for all technical documentation within the Marketing and creative services environment.
• Engage in daily Server Maintenance (Mac file server, Software update server and Support ticket tracking server) Monitor and troubleshoot any threats or false positive reports from McAfee Anti-virus. Preform preventive maintenance on all printers’ functionality
• Report and track all MRM defects and changes from desktop and web server
• Research and test with Digital Asset manager changes and defects of the (DAM) digital asset management system
• Researched and tested JAMF Server in a lab environment, Built on a Mac Pro (Late 2015) tower.
• Tested packaging software, capturing snapshots with composer for standard user setups according to security and engineering teams.
• Tested with 10 Mac Mini’s 2 MacBook Pros
• Research test and deployed Support ticket system server (LAMP stack with OS ticket layer)
• Research test and deploy bash scripting for desktop and automation within the Marketing environment

Technical Lead

Confidential, New York, NY

Responsibilities:

• Escalate and expedite all requests from Dr. Oz, Director, Producers and line producers at Confidential .
• Coordinate offsite events with Line producers and Dr. Oz for all technical needs.
• Suggest, lead and drive implementation of collaboration with production that Dr. Oz would perform during live tapings of the show.
• Ensure studio and control center communication for live streaming from all locations.
• Perform and respond as the technical lead focusing on operational based Mac & Windows systems, servers and applications between two locations.
• Provided a high level of PC hardware/ software support for local/ remote clients in a Windows/ MAC environment.
• Leading and assisting project-oriented engineering tasks, Server Builds and Maintenance. Monitor, maintain and troubleshoot network, wired and wireless.
• Perform installations, configurations and support of new PCs, Macs, Printers and/or other technologies.
• Set-up and take down of a variety of systems and hardware components, including deploying equipment, packing and moving of computer equipment and peripherals from production studio and back office environments.
• Maintain timely tracking with Self Now ticket system, escalation and communication of all issues, concerns, and key considerations related to project(s) for area of responsibility.
• Tracking of Production hardware and data backup rotation- all Sony assets and report back to Sony of any offline equipment not being used by production.
• Proactively forecast and plan for monthly or critical upgrades and patches to systems infrastructure applied during monthly planned systems downtimes as part of the documented project SLA’s.
• Setup and configure mobile devices that will be used for production during live taping of show.
• Support Studio offices setup for guest on the show and production staff as needed
• Work with Sony, Client and vendors for refreshing Server Hardware and OS updates
• Monitored and maintained MS Exchange and SQL server clusters to ensure high availability to the production.
• Maintained, built and supported servers’ hardware and software Rack and wire of server room.
• Configured VLANS for Post Production to studio.

Confidential, New York, NY

IT Support Specialist

Responsibilities:

• Provided tier 2 and 3 level support to 1000+ callers onsite and remote sites.
• Dedicated and direct technical support for The Howard Stern Show and Executive Row. (Finance and Strategic Marketing groups)
• Report and work with the Executive Producer and Broadcast Engineering Director to ensure all systems are functional and at maximum performance prior to start of the show.
• Support virtual desktops and applications (Citrix). Administration, Maintenance and monitoring of all Windows PCs via SCCM System center manager. Performed troubleshooting, repair, and maintenance of computer systems, hardware.
• Analyzed system requirements to efficiently isolate and resolve a wide array of technical issues. Participated in large-scale upgrades and installations.
• Played an instrumental role in companywide migration from Windows 7 to Windows 10
• Developed step-by-step manuals for end-users to ensure a seamless transition following application upgrades.
• Cable management for the Howard Stern Studio areas. Server racks and Endpoint clients.

Confidential, New York, NY

Systems Administrator

Responsibilities:

• Providing End user support for 200+ clients within a highly technical user community (software engineers, graphic designers and QA environment).
• Responsible for all hardware: mobile devices, desktops, laptops and servers, Android, IOS Windows 7 and MAC OS configure, deploy, maintain, and repair. Windows 7 and MAC OS management of company standard Image building.
• Computer Security: disabling and manage all hardware devices with Sophos Endpoint management and Active Directory policies, encryption of mobile with PGP.
• Respond to all end user desktop support requests: diagnoses, and resolve all levels of problems for user community: network, personal computer and MAC, software and hardware Support remote locations on site and remotely Delaware and Los Angeles locations.
• Work with QA team to ensure environment is up to date with client standards and practice policies.
• Build, Configure and maintain Desktops MACS and all Mobile devices.
• Research, test and educate QA team of accessibility programs (JAWS, Windows eyes, NVDA) on QA desktop and mobile device testing environment running various Virtual machines for website accessibility and defects.
• Administration of Google Suite Applications, Create and maintain new user accounts and distribution lists. Secure data and permissions to shares.
• Server and Network administration of Windows server 2003 and 2008 servers, Cisco ASA Firewalls in 3 locations.
• Setup and extending wireless networks for all Company office locations. Monitor and respond to Network reports from network monitoring systems (Sophos Anti Virus End Point system, Palo Alto network appliance, BT Managed Security Solutions Group, Barracuda Web Filtering service) of suspicious and risk factored sites, resolve threats reported from internal user community, Quarantine and clean infected computers.
• Monitor and maintain Firewalls and Palo Alto appliance for Blocking suspicious sites, access issues and network traffic.
• Upgrading and migration of server (Dell) OS software, hardware, storage, memory etc... Add, Manage Maintain and troubleshoot users and group policies, printer server, file server shares add and maintenance, DHCP, DNS and server with Active Directory Roles and Features. Maintenance and monitoring. Windows Server 2003/2008 and 2012 assisting with SQL server Perform backup and restores with Symantec Backup Exec.
• Responsible for backup rotation and offsite data storage. Setup, configure and monitoring of VMware machines with VSphere.
• Research of desktop imaging solutions- designed, installed and deployed. (LAMP on Cento OS -FOG server).
• Management and Maintenance of Avaya phone system- add / drops and changes

Confidential, New York, NY

IT Business Analyst

Responsibilities:

• Providing 1st and 2nd level support to 1000+ callers via Avaya IP agent for the Confidential -Hill Companies and work with level 3 support when required to ensure a high level of problem resolution.
• Assigned to Devon Sharma’s Executive team for all support requests and issues. SLA: First time call resolution. Remote and onsite.
• Supported, configure and install - Mac, PC, Laptop and Desktop, MS Office suite 2007 and 2010, MS Windows XP, Vista and 7, BlackBerry Enterprise, Good Link server, Mobile devices (BlackBerry and iPhone).
• Virtual machine management via vSphere for Company Virtual Desktop Infrastructure. Troubleshoot and maintain VDIs.
• Tracked and fielded support issues escalated from the service desk and site support teams. Monitoring of Symantec Virus Threat reporter and all VDI machines accessed via Citrix. Extensively utilized Remedy to manage, open, resolve and escalate incident tickets.
• Works as the problem management group with the objectives of Problem working to minimize the adverse impact of Incidents and Problems to the business that are caused by errors within the IT infrastructure and to prevent the recurrence of Incidents related to people, process or technology associated causes.
• Business Analyst duties: Providing high-level expert advice, assistance, guidance or counseling in support of management, technical, organizational and business problem resolution or investigative efforts. This may also include studies, analysis and reports documenting any proposed developmental, consultative or implementation efforts/recommendations.
• Problem Management Responsibilities: Tracked problems through investigation and diagnosis until a "known error" status is achieved or an alternative procedural reason for the problem is revealed. Tracking the problem resolution phase until the successful implementation of a change to or replacement of a component is confirmed. Driving the Root Cause Analysis (RCA) process in conjunction with the technical support teams on identified problems to aid in optimum resolutions and prevention of recurrence.
• Analyzing incidents, problems, and errors for trends to proactively identify future problems.
• Providing metrics reporting to management as required. Managing outage escalation crisis management communication.
• Created and tested software packages, thin and thick client images windows XP and windows 7 utilizing SCCM Worked on the root cause of issues pertaining to push failures or other related issues. Published postmortem data to management.
• OSX leopard and snow leopard test and deployment of OS updates all within the data center lab Utilizing JAMF/ Casper Suite. Pilot of 80 Macs in The and construction environments.
• SME Responsibilities: Work directly with New Business, Process Improvement and Relationship Managers to ensure smooth and effective service delivery and response to improvement opportunities. Coordinate new support to all support groups. Production documentation, materials, FAQ for support groups, in cooperation with application development groups. Leverage appropriate work efforts to streamline support activities. Work with change management, production control, etc. to effectively manage changes in the environment to minimize and/or eliminate customer impact.

AS/400 ANALYST & DESKTOP SUPPORT

Confidential

Responsibilities:

• Providing first-level technical support for global IT infrastructure supporting 2,000+ employees throughout the U.S. and overseas. Troubleshoot hardware, software and connectivity issues for a mixed Novell, Windows XP/2000 and AS/400 midrange system environment. Administrator and Analyst of the AS/400 midrange environment containing Royalty, Licensing and Copyright data. Accountable for business recovery and continuity testing. Daily routine of ensuring all HP and IBM servers are up and running (Windows 2000, 2003 and windows media server for mp3 streaming as well as Linux / Oracle server.
• Earned solid reputation for resolving complex issues and providing exceptional customer service.
• Leveraged extensive experience in AS/400 environment including network connectivity, system productivity and security.
• Strong perceptiveness, excellent communication and interpersonal skills written and verbal with demonstrated ability to work as a team member.
• Extensively utilized Lotus Notes to record and track issues, enter purchase orders and procedures.
• Imaging PC’s with Symantec Ghost and Linux / ZENworks via PXE connection.
• Maintenance of printers, workstations & Laptops software and hardware Compaq and IBM ThinkPad’s.
• Create and maintain client accounts for all major systems. AS/400, Novell, Lotus Notes and external client systems.
• Responsible for all importing/exporting data from the AS/400 to PC and document imaging server. Configuring ODBC data source for Windows PC. Translate AS400 files to XML documents for transfer to Oracle Linux licensing system.
• Managing compatibility issues with Windows XP migration from Windows 98/NT. Roll out of all new client hardware. Setup and configuration of client desktops including BlackBerry, iPod and other PDA devices.
• Provide special assistance to key departments including Royalties, Copyright, Licensing and Executive support. Supported remote access using Nortel VPN client.
• Test and evaluate new software and hardware assigned from desktop Manager.
• Manage and maintain the AS/400 midrange system Software/Hardware and all communications lines.