TECHNICAL SKILLS:

• Windows XP/7/8/8.1/10 & MAC OS X platforms, BitLocker experience
• Microsoft Office / 2010/2013/2016, Office 365, OneNote/Skype for Business configuration
• Confidential G - Suite Administration
• AppleMail Support for MAC OS
• McAfee VirusScan Enterprise 8.8 Support, SEPM & Encryption support
• VMWare Horizon Client/View Administration/vSphere Client Support
• Active Directory/Exchange Server/Windows Server support
• Microsoft Deployment Workbench & Symantec Ghost Imaging of Servers and Workstations
• SharePoint Online (Office 365), Citrix RSA SecurID support
• BES Administration and configuration, iPhone/iPad/Android and Smart phone support
• HEAT Service/Remedy/TechExcel(ServiceWise)/ServiceNow Ticketing System experience
• Lotus Notes Support
• DameWare Mini Remote Control/NT Utilities/TeamViewer/Bomgar/LMI remote tools support
• Knowledge of the technical methods, principles and practices of Information Technology
• Perform Backup/Restore of Data in Server Environment
• Basic understanding of RAID technologies
• Local Group Policy configuration
• Basic understand of Router Configurations/Set up/ DHCP/DNS/TCP/IP support
• Cisco & Avaya VoIP Phone configuration
• Infoblox (Grid Master) IP Support
• MobileIron Admin Portal Support
• GoToMeeting/Open Voice Support
• Dell Data Protection Security Console Support

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Chief Support Engineer

Responsibilities:

• Manage Global Help Desk and Desktop Support teams, in India, London and US sites, while serving as Chief Engineer of IT Support
• Define technical policy and create processes to ensure optimal delivery of end-user computing resources
• Function as Team Lead for distributed team of Engineers supporting internal and external client base
• Recommend and implement systems for End User Computing to ensure organizational efficiency
• Troubleshoot and repair laptops, desktops, IP telephony, and telecommunications equipment
• Assist in the evaluation of business problems, evaluate and recommend vendor packages, and implement required software
• Manage user accounts, e-mail accounts, and remote access
• Direct POC and Global Administrator for Office 365 Tenant
• Maintain various Virtual Desktop Infrastructure Images using vSphere/VMHorizon administration
• Migrated 150+ end-users from on-premises AD/Exchange environment to Office 365 Cloud
• Accomplishes Information Technology staff results to meet SLAs by communicating job expectations, planning, monitoring, and appraising job results
• Coaching, counseling, and disciplining employees and forcing policies and procedures

Confidential

Office 365 Manager/Concierge Support

Ambassador:

• Guide and support small and medium business customers with onboarding their businesses to Office 365 services, with the goal of solving the issue in the first 24 hours
• Effectively drive recommendations and land priorities across customers, partners, and across organizational boundaries
• Collaborator on complex multi-faceted programs across multiple groups with varying priorities
• Develop, foster and maintain effective working relationships with engineering, marketing, Enterprise Services
• Support and field sales and partner teams to deliver key business metrics
• Set up O365 from scratch with configuration Hybrid/IMAP/Cutover for Customers
• O365 Tenant configuration set up
• Troubleshooting Office Suite/OneDrive for Business/OneNote/Skype for Business/Yammer/SharePoint Online/Exchange Online services
• Mobile Device Management configuration in Office 365 Admin Portal
• Smartphone/Tablet configuration and set up for Office 365 email, and calendar access
• DNS/MX Records in Admin Portal configuration
• Outlook client (2013/2016) & Outlook set up in the Cloud

Primary Queue Manager

• In charge of an entire time as a Team Lead of over 30+ Ambassadors globally
• Validate and verify the entire team is ready and available to work at scheduled time
• Validate and monitor, throughout the shift, the team is active and supporting customers; meeting the expectations of the Office 365 Concierge Support program
• Schedule and manage beginning and end of shift meetings for the team
• Throughout the shift provide positive feedback to ambassadors and investigate any complaints against agents as it comes available
• One on Ones on each case with the ambassador that received a low rating
• Provided individual coaching to ambassadors as needed
• Assist all ambassadors with any questions or issues through the shift
• Report any tool escalations
• Review and approve any tickets that need to be escalated to the Next Team or handoff off to another ambassador
• Document daily on the team’s statistics
• Coach the team on accepted processes and policies with regards to the Concierge service
• Managing the ticket queue throughout the entire shift

Confidential, New York, NY

Office 365 Migration Support/Computer Technician

Responsibilities:

• Provide phone, email, and Level 2 Support to users being Migrated to Office 365 Pro Plus
• Provide Deskside, and Remote support to VIPs, Doctors, students, faculty and staff
• Windows 7 & 8 platforms, Office 2010 and 2013 support, diagnosis, and configuration
• MacBook Air/Pro/iMac, iPhone, iPad iOS Support 10.6 to 10.10 OS support, TimeMachine Backup, and FileVault Encryption configuration
• Apply Patches, and Windows Updates, to Windows & Microsoft Office Suite & Lync 2013
• Add, configure, delete, and manage mobile devices, and tablets using MobileIron Admin Portal
• Correct hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors
• Maintain standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers
• Troubleshooting local area network (LAN) and VPN connectivity issues, configuring Ports on Patch Panel, and Switches in IT Closets throughout both Weill Cornell, and NYP hospitals
• Perform planned maintenance, moves, adds and changes
• Confidential Apps Support: Confidential Drive, Confidential +, Confidential, Confidential, Hangout and Confidential Calendar
• Set up Network Printers, New PCs, and Replacement PCs and laptops on a day-to-day basis
• Assign both Static IP Addresses to phones, PCs, Macs, and Wireless IP addresses laptops, and phones using Infoblox, Gridmaster Admin portal
• VDI, and Thin Client install, configuration, and support
• Configure TPM Chip Hardware supported Desktops, and Laptops with BitLocker encryption security protocol

Confidential, Melville NY

Office 365 Migration IT Support Specialist

Responsibilities:

• Provide both phone, and email support, and Level 2 Support to users being Migrated to Office 365 Pro Plus
• AS400 Support
• Windows XP, Vista, Windows 7 & 8 platforms, Office 2003, 2007, 2010 and 2013 support
• Apply Patches, and Windows Updates, to Windows & Microsoft Office Suite (2010/2013)
• Provide Citrix RSA SecurID/Token Code & VPN support and configuration
• TCP/IP, Proxy settings configuration

Confidential

Tier II Desktop/Lead Imaging Specialist

Responsibilities:

• Built standard images using MDT 2013, Dell’s ImageDirect Tool& Norton Ghost for 7000+ users
• Migrated outdated existing Ghost Server from Windows Server 2003 to Virtual Server 2008 R2
• Provided Desktop, and remote support to Deputy Directors, Managers, Curators, faculty, staff and upper level management
• Managed escalated issues and maintain constant communication with users and my technical team
• Trained, and provided support to all museum IT staff on use of Smithsonian Standard Images
• Windows XP, Vista, Windows 7 & 8 platforms, Office 2003, 2007, 2010 and 2013 support
• Server Administration; Applied Patches, Windows Updates, Set Permissions, and Group Policies for Users, and Groups on Ghost Cast Image Server 2008 R2
• Re-imaged, Deployed, & Asset tagged all inventory including Workstations, & Laptops
• Network, and Standalone Printer setup, and configuration on Print Server
• Created, & edited technical documentation, while defining Policies & Procedures
• Supported, and troubleshoot Dell, HP, Sony, Lenovo, Thin Clients and MAC hardware
• Worked with Vendors involving Smithsonian projects for purchase of new Equipment & Products
• Planed, coordinates, and implements necessary changes to Smithsonian's latest Images
• Created installer scripts using AutoIT Script, and applied patches to WSUS server
• Smartphone, Blackberry and Tablet support
• Confidential Apps Support: Confidential Drive, Confidential +, Confidential, Confidential, Hangout and Confidential Calendar

Confidential

Tier II Desktop/Field Services Engineer

Responsibilities:

• Provided level 2 Desktop/Server support both onsite at the hospital, & for Satellite Offices for Doctors, Nurses, CEO, Mangers, Directors, Staff, and faculty
• Windows XP, Vista and Windows 7 platforms, Office 2003, 2007, and 2010 support
• Active Directory, Exchange Server 2007, SharePoint 2003 and BES Administration
• Re-imaged, Deployed, & Asset tagged all inventory including Dell Workstations, & Laptops
• Network, and Standalone Printer setup, and configuration on Print Server
• Provided after hours On-call support for all end-users
• Server Administration; Set Permissions, and Group Policies for users, and Groups
• Configured, and created user’s e-mail accounts using Exchange 2007 Server
• Team lead for BES support, create documentation and training to my peers on how to use the BES, and deploy new, and used handhelds to users
• Create AD accounts, BES accounts, & GroupWise accounts
• Replaced, and repaired parts on workstations, laptops, printers, and Servers
• Configured ports on Switches, Routers, and Patch panels throughout hospital, and remote sites

Confidential

Tier II Desktop Engineer

Responsibilities:

• Provided desktop & phone support for 1,000+ users onsite, and for remote satellite locations
• Set up, and manage accounts, groups, and group policies in Active Directory
• Network Printer setup, and configuration
• Maintained and updated Dell computer systems, hardware and peripherals as needed
• Designed, maintained and deploy PC images using Microsoft Deployment Workbench
• Server Administration both onsite and remotely
• (BES)Blackberry Enterprise Server administration - Blackberry handheld Support
• Racked, imaged, configured, and deployed G3, G4, & G5, Servers
• Asset tagged, and maintained a complete inventory of all computers, and peripherals
• Provided after hours On-call support for all end-users
• Configured, and created user’s e-mail accounts using Exchange 2003 Server

Confidential

Lead IT Support Engineer

Responsibilities:

• Sole IT Support to Executive Director, Professors, Faculty, Staff and Students for satellite office
• Backed up tapes on a nightly basis and create/re-image laptops, and desktops for the school
• Provided software and hardware installation, support, for all students and faculty
• Managed our network using Server 2003 platform, setting permissions for students & faculty
• Facilitated orientation classes quarterly for faculty & students regarding IT policies & procedures
• Maintained, update, and write policies for our Content Management System, website, and Bloomberg Terminals
• Trained students on how to upload cutting edge multimedia and design college’s website
• Developed & maintain technical documentation for desktop hardware and software applications
• Supported Dell and MAC PCs and workstations
• Performed critical updates to the Server, ensuring that all applications are up to date
• Operated AV equipment, set up conferences/Responsible for Telephone maintenance
• Set up, and managed accounts, groups, and group policies for students in Active Directory

Confidential

Desktop Support Specialist

Responsibilities:

• Managed a queue, provided sole direct support for entire building for over 400 end users
• Provided Desk side support to Executive Directors, VP, and Managers
• Processed & triaged all incoming support requests via phone, email and Remedy ticketing system
• Provided software and hardware installation, support, and maintenance to all CEB staff
• Supported Dell and MAC PCs and workstations
• Assisted with network and software upgrades
• Developed and maintain technical documentation for desktop hardware and software applications
• Configured, and created user’s e-mail accounts using Exchange 2003 Server
• Sep up, and managed accounts in AD, Windows XP platform support
• (BES)Blackberry Enterprise Server administration ActiveSync, and Smart phone support