Supervisor Resume

SUMMARY:

IT specialist with ten years of experience in a fast - paced environment
Experienced problem solver with strong communicating skills. Energetic, intelligent, quick learner and hardworking team player who works well under pressure
Set up and maintain Cisco switches and routers
Onsite support for AirMedia, Webex, Zoom, Cisco AnyConnect, Pulse VPN, OneDrive, SmartPrint, Office365, Bitlocker, Windows 10, MS Office, HP and Ricoh printers, laptops, workstations, virtual machines
SCCM imaging, patching, Windows updates
Use AD Users and Computers for creating accounts, manage users, OUs, domains
Handle and resolve an average of 60 tickets a week using Remedy/ServiceNow ticketing system
Setup and support Cisco IP phones, Jabber, Airwatch for Android and iOS
Responsible for interviewing Desktop Support Engineer new hires
Responsible for conducting terminations
Monthly project review with Director of IT
Day to day staff management of a team of 5 (3 direct reports)
Monitor performance of individuals to know their strengths and weaknesses
Lead bi-monthly meetings with top executives from France
Support 30 high level executives off-site as well as over 1500 users on-site with the help of 3 IT engineers
Oversee and train Service Desk in Mexico City
Led training of Windows 10 migration
Oversee laptop upgrade project/inventory

EMPLOYMENT:

Confidential

Supervisor

Responsibilities:

Responsible for interviewing Desktop Support Engineer new hires
Develop and conduct yearly performance reviews
Responsible for conducting terminations
Monthly project review with Director of IT
Day to day staff management of a team of 5 (3 direct reports)
Monitor performance of individuals to know their strengths and weaknesses
Lead bi-monthly meetings with top executives from France
Oversee and train Service Desk in Mexico City
Led training of Windows 10 migration
Oversee laptop upgrade project/inventory
Responsible for maintaining and updating asset information in inventory such as new hardware equipment, collecting end of life and termed employee assets for recycling or re-use.
Receive/verify vendor shipments. Update inventory within Remedy/ServiceNow asset tracking and client distribution.
Maintain inventory of IT supplies including workstations, laptops and mobile devices.
Maintain great relationship with vendors such as HP and Insight.
Delegate and assist team with ServiceNow tickets to troubleshoot daily tasks within the corporation.
Work with software asset management processes including knowledge of software licensing.
Work directly with AVP of IT to ensure that all faces of IT are executed properly and within lead-time.
Rapidly act in alignment with user needs and system functionality to contribute to organizational policy.
Identify problematic areas and implement strategic solutions.
Manage all functions pertaining to the setup of conference meetings with internal and external users.
Support quarterly VIP meetings with top executives vising from France.
Led completion and transition to all users Windows 10 upgrade.
Report to responsibilities affiliated to off-site troubleshooting, special events, and relocations in addition to overtime to ensure the fast-paced technological needs are fulfilled.

Desktop Engineer

Confidential

Responsibilities:

Provided technical support to 1,500+ users remotely and in person regarding network connectivity, SmartPrint, hardware/software, and VPN through Dameware, and Bomgar Remote Tool.
Responsible for installments and subscriptions of software such as Microsoft Office 365, AutoCad, Adobe CC, and Pulse.
Imaging Windows 10 Enterprise Systems through SCCM.
Managed user accounts and permissions through Active Directory.
Prioritized tickets through Remedy ticketing system to meet SLA expectations.
Diagnose and troubleshooting complex technical issues in a systematic and efficient manner.
AirWatch Mobile Device Management (MDM) configuration for iPhone, iPad and Android devices.

Computer Technician

Confidential

Responsibilities:

Data transfer over the network.
Image of desktops and laptops using Ghost.
Provided help desk support for over 250 users.
Configured and supported over 200 users to gain remote access on VPN.
Managed a team of three to swap assets.
Configured new desktop computers for over 500 users.
Used tablet PC to keep inventory of upgrades.

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