SUMMARY

• Built strategic business partnerships and maintained a high customer reference rate.
• Streamlined implementation processes reducing project timeline.
• Generated over $600K of professional services consulting revenue.
• Commitment towards customer service and willingness to contribute beyond daily expectations.
• Excellent organizational, consultative sales, verbal and written communication skills.
• Strong planning, project, interpersonal and time management skills.
• Resolved numerous server hardware issues in a data center environment.
• Researched and implemented network enhancements that improved system reliability and performance.
• Packaging and Deployment of numerous applications to over 1500 endpoints via Microsoft SCCM.

PROFESSIONAL EXPERIENCE

Senior IT Support Engineer

Confidential

Responsibilities:

• Provide technical support to all NJ, PA, and MA facilities by diagnosing and resolving end - user issues regarding printers, PC hardware, email, Internet.
• Provide training on G-Suite administration to other technicians.
• Architect Windows 10 image for laptops and desktops. Support wireless mobile devices with connection/synchronization to email, calendars, and contacts.
• Provide training and mentorship to junior technicians.
• Creation of procedural and policy documentation.
• MDT administration.
• Google G-Suite administration
• MaaS360 administration.
• 24/7 Hardware and Software support.

Consulting Engineer

Confidential

Responsibilities:

• Windows 7 to Windows 10 migration of 600 endpoints.
• Administration of Cisco VOIP phones.
• Test, connect and troubleshoot point to point Audio-Video connections via RMX Polycom and Creston UC.
• Packaging and deploying applications via SCCM.

Service Engineer

Confidential

Responsibilities:

• Conduct post sales/pre-implementation analysis with Sales and Sales Engineer, to identify any issues or feature requests during POC that should be addressed prior to customer kickoff.
• Organize remote or on site customer kickoff meeting to discuss the project scope and setup expectations to ensure a successful implementation.
• Offer best practice guidance and recommendations for optimum health and performance of the Comodo systems.
• Host weekly customer meetings and working sessions to assure deployment project is moving forward and on target for completion.
• Provide escalation management on critical cases by working closely with Support, Sustaining Engineering, and/or Development to provide regular status updates to the customer.
• Built strong cross-functional working relationships with Sales, Engineering, and Product Management.
• Conduct weekly reporting and case reviews to spot trends, proactively identify potential issues, and offer tailored release recommendations to meet stability, performance, and new feature requirements..
• Identify new or additional upsell revenue opportunities in existing customer accounts.
• Coordinate and manage multiple implementation projects.
• Document weekly project status which includes customer experience within Vtiger application.
• Provide project and technical account management to customers while building client relationships and customer loyalty.
• Provide training to new clients on the essentials of the Endpoint Manager portal.
• Identify areas for process improvement within the Professional Services organization.
• Developed training handbooks and Multimedia visual aids to provide to new customers.

Client Technology Engineer

Confidential, New York, NY

Responsibilities:

• Packaged and deployed Desktop applications and Windows updates using SCCM.
• Maintain all applications in the Software Center store
• Develop custom queries for accurate software and hardware reporting
• Collaborated with application owners and business relation managers to gather requirements for application deployments.
• Device and User collection creation.
• Troubleshoot software deployment issues by viewing logs using CMTrace
• Architect Windows 10 Images and bundled application Task Sequences using MDT.
• Create offline media for external vendors to image laptops and desktops.
• Update drivers for new laptops and desktops within MDT.
• Manage WDS infrastructure which includes DHCP scopes to allow for network installations of operating systems.
• Manage Print Servers (creating and deleting print queues, updating print drivers, troubleshooting network printing issues and scan to email issues).
• Active Directory and Group Policy creation and administration.
• Create packages and tasks to deploy applications using IBM BigFix.
• Integrate newly acquired companies into GBG environment by performing platform testing of existing equipment and providing system optimization.
• Provide Level 3 support to the Desktop and Executive support teams.

Senior IT Analyst

Confidential

Responsibilities:

• Queue management of ticketing system.
• Vendor licensing contract renewal.
• Budget Creation and Vendor Analysis.
• Host and lead Business Relationship Management meeting.
• Inventory Management.
• Project Management.
• Video Conferencing Administration of Crestron units.
• Provide on-site support of Dell PowerEdge servers.
• Management of DNS, DHCP and DFS.
• Manage Cisco VOIP phones.
• Remote distribution of software and system updates via Dell Kace (for Macs) and SCCM (for Windows Machines)
• Administration of virtual environment using VMware vSphere.
• Server and Storage racking and cabling.
• Remote support for home office users.
• RSA VPN support.
• Mobile device setup and support using BES and Exchange Active Sync.