PROFESSIONAL EXPERIENCE

Confidential, New York, NY

Information Technology Business Analyst

Responsibilities:

• Oracle iProcurement Ordering and Asset Management for Network & Corporate divisions.
• Engaged in internal projects and testing for system updates from old to new platforms.
• Point of reference for multiple internal and external technical and non - technical teams.
• Implement business process mapping and utilize data to report findings and suggestions.
• Liaise in creating and providing approved documented trainings to IT deployment teams.
• Generate business critical approved documentation for training users on multiple platforms.
• Shipping/Receiving hardware to/from multiple domestic locations from various vendors.
• Oversee multiple 6 figure budgets for various domestic departments.
• On call Executive Level white glove technical and non-technical assistance.

Confidential, New York, NY

Host Manager / Technical Support

Responsibilities:

• Responsible for the consistency of day to day operations of Confidential locations anddelivering a world class hospitality experience to Confidential members and guests.
• Managed and provided on - site Host training.
• Promoted to Manager after 6 months on employment.
• Welcomed all members and guests to Confidential while creating a warm and hospitableenvironment.
• Maintained Confidential equipment in a neat and organized manner so it is acceptablefor our restaurant partners and member preferred conducive work environment.
• Actively engaged our members with business and personal interactions e.g. knowingthe member by first name.
• Ordered, setup, deployed and maintained iPads & iPod for multiple locations.
• Customer experience via space management, troubleshooting, and addressing/escalatingquestions & issues.
• Provided tours for new members and potential members of Confidential .

Confidential, Remote

Office 365 Onboarding Concierge Ambassador/ Commerce Supervisor

Responsibilities:

• Guided customers in onboarding their businesses to Office 365 services such as:
• Exchange Online, SharePoint Online, Lync Online, Office 365 Pro Plus, Yammer, CRMMDM, Compliance, Azure AD and Bing Places for Business.
• Supported enterprise level businesses up to 100k in house employees.
• Delivered technical support to customers with goal to assist & resolve issue on first contact.
• Reported and documented to Management team all technical issues or escalations.
• Commerce Supervisor - Promoted internally to Commerce/Billing Subject Matter Expert.
• Supported all internal agents with commerce related questions and escalations.
• Answered billing related questions not limited to subscriptions, invoices, price/payment andactivation.

Confidential, Fairlawn, NJ

IT Service Desk Analyst

Responsibilities:

• Provided daily phone support for over 5000 end users within Confidential NAFTA.
• Delivered prompt, courteous technical support to a diverse client population ina busy environment.
• Patient for understanding customer needs, along with a strong problem solving, work ethiccustomer service and communication skills.
• Resolved requests for technical support via phone and email.
• Documented, tracked, and monitored all problems/resolutions activity to ensure a timelyfirst call resolution.
• Performed level - one support of networking software and protocols such as VPN, SMS, andActive Directory/DRA.
• Assisted in training of new employees to the Service Desk.
• Installed, configured, and repaired software applications (Windows, MS Office, Confidential
• Software, Lotus Notes and Sametime on Mac/Windows desktops and laptops).
• Created, maintained, and updated user accounts for Microsoft Windows desktops & laptops.

Confidential, Parsippany, NJ

Technical Support

Responsibilities:

• Identified research and resolve with Active Directory and/or People Soft HR/Financial to tracksynced database information, all password issues, verify user information andcreate/terminate employee accounts.
• Contributed to migrations, imaging and setting up Windows/Mac desktop/laptop includingemail and file migrations.
• Provided support, upgrades, and installation for Windows Operating Systems 7, 8(.1)and Microsoft Office 2003 2016, Office 365 & Adobe Acrobat.
• Processed performance improvement task, which monitored the whole Help Desk process andits productiveness.
• Supported Network & Local Printers, Mapping Drives.
• Assisted with updating and maintaining standard images for desktop, laptops, and Citrix
• Supported wireless connectivity with LAN cards.
• Provided technical support for head held devices (iPad, iPhone, and Android) andutilized AirWatch& Duo for passcode reset and email support.
• Utilized Citrix/VPN and NetMeeting for Remote Access to Laptop/Desktop.

Confidential, Montvale, NJ

Project Administrator for Global Risk Management Systems

Responsibilities:

• Provided Global Risk Management Support to all Help Desks, Local and International
• Risk Management Teams on Country level and IT support Teams.
• Worked according to the standards of FISMA.
• Provided support via a functional global Outlook mailbox to 10,000 employees.
• Aided Partners and their assistants with Tax, Audit and Advisory Engagements.
• Provided support for all KPMG Partners via phone and voicemail correspondence.
• Provided support and migration for Mac/Windows operating systems XP and Vista and
• Microsoft Exchange 2003/2007, Word, Excel, PowerPoint.
• Performed important changes via Active Directory and in-house applications.
• Assess and implement virtual security environments for partners.
• Track and report on any technology issues.
• Assisted to deploy new in-house applications along with providing training for over
• 2000 executive level partners.
• Aided on Projects for Partners to ensure Duns and Bradstreet information
• was up to date along with other in-house functions.
• Ensured all national and international laws were upheld to the fullest according to
• Risk Management standards.

Confidential, Edison, NJ

Service Center Installation Tech /Team Leader

Responsibilities:

• Supported calls from customers concerning: General questions, number
• transfers, telephone billing inquires and installation of VoIP phones.
• Provided troubleshooting for TCP/IP proxy settings, routers, modems & wireless systems.
• Promoted internally to Team leader of the Equipment Installation group.
• Created and implemented new processes for equipment installation.