PROFESSIONAL SUMMARY

• Dedicated IT professional seeking a challenging career dat utilizes my skills in my area of competence and enriches my knowledge, and gives me a chance to be part of a team dat contributes
• Towards the growth of the organization, thereby yielding the twin benefits of job satisfaction and convenient professional growth

TECHNICAL SKILLS

• Active Directory
• Desktop Support/Help - desk
• Ticket Management System
• Break-Fix (PC/Laptops/printers)
• Windows OS/Mac OS/Linux
• Multi-Function Printers & Scanners
• Microsoft Office 365
• Migrations & Deployments
• Imaging/Symantec Ghost/SCCM/PIE/Pixie
• Citrix /Cisco Any-connect VPN
• Asset Management
• Hardware/Software IOS & Android OS Devices
• Analytical and Critical Thinker
• Customer service expert
• Skilled multi-tasker
• Fast learner/ Team player
• Goal/detail -oriented
• RSA SecurID Token/ Duo Mobile
• C-Level Executives Support
• AV-VC Support
• Virtualization
• IMAC (install move add and change)
• Remote Support
• Preventive Maintenance
• Symantec Management Platform
• BES/ Good Mobile/Mobile Iron
• Trade Floor Support
• Bloomberg Terminal
• Asset Management/I.T. Logistics
• Blue jeans/ WebEx Support

PROFESSIONAL EXPERIENCE

Global Enterprise Support

Confidential, New Albany, Ohio

Responsibilities:

• Provides I.T. Support and technical training on hardware and software to end users
• Troubleshoots Mac and Windows software and hardware for end users via phone, email, and service desk walk-ups.
• Troubleshoots iPhone and Android mobile phones, and other related hardware in-office, such as printers.
• Sets up mobile phone, Exchange email, VPN, and internet access for users via secure company network.
• Provisioned and configured new equipment for End-users, Guards, Security officers.
• Trains new hires on new software and technology related procedures to secure a swift onboarding process.
• Performs set-ups, breakdowns, and transports of equipment, such as monitors and desks on an as-needed basis for new and existing end users.
• Provisioned, setup and configured devices on correct VLAN (Printers, Gizmos, Imaging stations, etc.)
• Setup internal Gizmos and Dashboards for managements depending on their requirements.
• Over looked and maintained over 20+ conference rooms, 10 digital signage, and all A/V equipment on site (Televisions, Monitors, VC Panel, Room Tool, dashboards, etc.)
• Examines, designs, and implements new internal procedures to improve office procedures.
• Provides overall management in daily administration, asset distribution, and shipping.
• Manages warehouse inventory to facilitate proper handling and distribution of merchandise.
• Imaged Mac, Linux and Windows workstation laptops using PIE, PIXIE, Apple MDM, etc. (onsite & remote)
• Manages and troubleshoots audio visual software, hardware, and equipment to ensure teleconferencing and videoconferencing calls run smoothly
• Oversees the replenishment and allocation of inventory to their appropriate locations.
• Provided support to Facebook global users via phone, email, task, chat on all support channels
• Provided users wif internal COVID-19 resources and new procedures
• Supported users and machines wifin (Facebook, Instagram, WhatsApp, Oculus)
• Supported users in multiple OS to pull updated certificates, policies, and configurations using Chef-Client agent
• Assisted wif trouble shooting Cisco VPN Clients, loading and managing user base certificates
• Assisting User wif remote provisioning and onboarding process
• Assisted wif installing and troubleshooting remote users’ issues wif MDM and certificates on mobile devices
• Support users in MAC OS, Windows OS and Linux based machines.
• Assisted user wif the process of upgrading, replacing device, disputing assets.
• Assisted users wif setting up and configuring 2 factor authentications on their mobile devices
• Utilized Mobile Iron portal to ensure dat all remote users’ devices are in compliant, and dat all certificates are valid.

Executive/ Trade floor Support

Confidential

Responsibilities:

• Provided C-level support for high profile office which included Executives, Senior Managing Directors, VP’s and Traders
• Administrated and troubleshoot RSA Token, Cisco AnyConnect, Citrix, Blackberry Works, Bloomberg, BES, Good
• Configured Mobile devices, Desktop, Laptops, and terminals
• Worked wif multiple sites to configure and test video for conference calls, Interviews and presentations.
• Administrated software packages from Altiris/Symantec Management Platform
• Provided Bloomberg support for traders
• Provided executive support for townhall meetings and events
• Worked wif vendors and other teams to ensure dat all issues have been addressed and resolved
• Support remote office in San Francisco region
• Setup and configured remote users to work from a shared Regus Office
• Supported firm global CIO (Chief Investment officer) and took preventive measures to ensure all devices are up to date and in compliance.
• Communicated wif telephony team to ensure dat all Mobile plans (AT&T & Verizon), International plans and hotspots are all provisioned for services depending on the region dat he’ll be traveling too.
• Assured dat all workstation (desktop & laptop) have the latest operating system build, security updates, and dat the essential day to day programs are updated to the latest build and confirmed working.
• Provide regular updates on laptop workstation at company private Jet located @ LAX airport, to ensure no down time.

I.T. Support

Confidential, NJ

Responsibilities:

• Installed software, modified and repaired hardware and resolved technical issues.
• Provided level 2 IT support to non-technical personnel wifin the business.
• Managed call flow and responded to technical support needs of customers.
• Managed customers' expectations and experience to a high degree of customer satisfaction
• Resolved customer issues in a clear, courteous and straightforward manner.
• Always demonstrated professionalism and courtesy wif customers.
• Identified and solved technical issues wif a variety of diagnostic tools.
• Followed up wif clients to ensure optimal customer satisfaction.
• Conducted research to address customer concerns.
• Managing multiple projects simultaneously
• Managed Inventory on Change-Gear (CMDB)
• Restored data, operating systems, files, documents and drivers.
• Set up and configured hardware and software on company equipment
• Fiserv ticket management system, Footprints ticket management system, Service-Now ticket management system
• Desktop Support, Service Desk Analyst, Break-Fix, Deployments, Migrations, Server refresh
• Migrated 200+ POS and Print servers for Tiffany & co global refresh migration
• Provided documentation on start-up, shut down and first level troubleshooting of processes to halp desk staff
• Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
• Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
• Resolved customer issues in a clear, courteous and straight forward manner.
• Trained both internal and off-site users in repairing and resolving recurring issues.
• Developed positive customer relationships through friendly greetings and excellent service.