SUMMARY:

• Tech Support/Service Delivery professional, with superior ability to meet organizational objectives while serving the varied needs of technology users. I work well with corporate management, facilities, contracted services vendors and any other partner in the mission.

PROFESSIONAL EXPERIENCE:

Confidential

ONSITE SUPPORT ENGINEER

• Participated in creation of FY2019 technology plan; Identifying priorities, defining action items and assembly of the presentation
• Drove escalated tickets/issues to resolution, working with internal IT teams and 2 contracted services vendors
• Assisted with North American hardware refresh deployment
• Documented the data migration process for "legal hold" users Migrated data for legal hold users at the Norwalk, CT, Manhattan and Plainfield, Il sites Helped train contracted refresh techs
• Helped produce the first draft of the help documentation for remote users to "self - enroll" their new hardware (CYOD)
• Site coordination for corporate wide Video Conference refresh planning and execution at the Norwalk, CT site (23 VC rooms) and NYC site (10 VC rooms); working with Diageo mgmt., building mgmt. and 2 contracted services vendors
• Backed up Executive Support Lead
• Some low level network tracing/toning and patch/VLAN troubleshooting in 5 IDF's in Norwalk and 2 in NYC

Confidential

• Modified the laptop imaging process to increase the build capacity of one build room by 50 - 75%, with no expense or cost overhead
• Tech lead for transition in IT Contracted services from Atos to Confidential
• Participated in the authoring of SOP documentation
• Aetna corporate-wide Win 7/Office 2010 hardware/in-place refresh to Win 10/Office 365 lead
• ServiceNow, SCCM, Office365, Win 7, Win 10, Imaging, numerous remote management tools
• HP, Lenovo, Dell, Surface, Mac devices and Avaya phone system

ONSITE SUPPORT ENGINEER

Confidential

• Brought on to transition deskside support at this site from Confidential to Hemmersbach. Kept on after Confidential @WPP contracted this service to Hemmersbach in Nov of 2016.
• Deskside support for approx. 325 users in 5 corp. operating units of Kantar including Millward - Brown, TNS, Kantar Retail, ShopCom, Firefly and Kantar Finance onsite staff.
• Remote support for approx. 75 users
• Support for 5 full media conference rooms, utilizing WebEx/Skype/Crestron technologies
• Executive support up to the CFO level (white glove support)
• Full IMAC responsibility
• AD Maintenance
• Break/fix for fleet of Dell laptops and desktops and a handful of Mac Airbooks
• ServiceNow, SCCM, Office365, Sophos SafeGuard, Mozy in an Office365/Win 7 & 10 hybrid environment and Cicso VoIP system
• Proud to say that I was part of the team to remediate and recover from the global malware attack of

IT site tech

Confidential

• Diagnosed an issue with the Win 8.1 migration image that prevented access to secure data stores
• Assisted Sikorsky teams to troubleshoot and implement secure data transfer systems spec d by the Air Force and other security/technology initiatives and projects
• Full IMAC responsibility for 2 programs (approx. users)
• Responsible for troubleshooting/diagnostics from device to switch for active ports/devices
• Supported all levels up to Director and Asst. Directors (white glove support)
• Configuration and maintenance of all technology in 14 conference rooms; A - V, teleconferencing, video conferencing and presentation; and assist and outside contractor with diagnostics and troubleshooting for one secure VTC conference room used for Sikorsky/U.S. Air Force classified meetings using WebEx/Skype/proprietary conference technologies utilizing WebEx/Skype/Crestron technologies
• Break/fix and upgrades for fleet of Dell laptops, desktops and engineering workstations
• OPSEC cleared for one military and two foreign national programs
• Ticketing and IMAC tracking using two Remedy based systems

Project lead tech

Confidential

• Managed complete hardware refresh, from image troubleshooting and correction to delivery at approx. 125 physical locations (approx. 480 machines)
• Kept on to lead a second project; Performed software upgrades/modifications and un - scriptable network reconfiguration on approx. 185 deployed systems via Dameware.
• Kept on to lead a third project; Mapped their server/network room of 2-3 dozen servers and managed devices (mid-sized enterprise) client engineer/IT depot manager, Unilever/unisys
• Reworked disaster recovery process to reduce down time of high priority users (Executives, white glove support) from 3-4 days down to 24 hours
• Provided primary tech support for mid to upper level mgmt. for several of their major brands
• Duties included Active Directory maintenance, Iron Mountain administration, data restoration, system reimaging and IMAC
• Trained and supervised one assistant and coordinated cross-team workload leveling
• SRMS ticketing system, Logmein Rescue remote support, Iron Mountain backup administration

client engineer/IT depot manager

Unilever/unisys

• Reworked disaster recovery process to reduce down time of high priority users (Executives, white glove support) from 3 - 4 days down to 24 hours Provided primary tech support for mid to upper level mgmt. for several of their major brands Duties included Active Directory maintenance, Iron Mountain administration, data restoration, system reimaging and IMAC Trained and supervised one assistant and coordinated cross-team workload leveling SRMS ticketing system, Logmein Rescue remote support, Iron Mountain backup administration

Technical support representative

Confidential

• Authored numerous end user FAQ and JIRA technical KnowledgeBase articles Provided end - user and IT admin support for installation, configuration, use and troubleshooting of: o CardScan: Relational database with OCR front-end o MimioStudio: Integrated presentation/collaboration system o DYMO: Consumer, industrial and postage labeling solutions Configure and troubleshoot integration of these products with Outlook, Lotus Notes, Act, Microsoft Office, Mobile devices, Windows O.S. s, Mac O.S., network shares, and others Ticketing and tracking using ServiceNow and JIRA systems

HMIS System administrator

Confidential

• Co - authored 3 HUD grants funding the federal HMIS initiative for Bridgeport, Stamford and Norwalk CT Guided the Pilot project on all IT issues and compliance Provided all IT support for the Steering Committee overseeing the CT implementation Trained, certified and supported 200+ users, from 50+ agencies utilizing HIPAA compliant Service I.S. Utilized multi-media equipment of college labs and agency conference rooms for class trainings, and a mobile training kit of laptops, router and projector for smaller agencies. Coached and trained agency executives, program directors and grant writers to use the I.S. for management and reporting Produced customized reports/summaries for agency level grant applications and reporting using Crystal Reports, Access, SQL and Excel. Managed and supervised 1 training and help desk assistant

Contractor/consultant

Confidential

• Improved operational efficiency and reporting accuracy for human service agencies, by training, coaching and support related to technology - from front line staff to Executive Directors and grant writers.
• Assist with configuring and running technology and equipment for A-V multi-media conferencing and meetings of community groups and organizations as well as political forums and non-profit public and executive meetings/presentations.
• Increased organizational capacity and outcomes with technical assistance related to system design, expansion, Active Directory setup/maintenance, integration and roll-out for small businesses and non-profit organizations. Clients have included the Social Security Administrations HOPE project and an HHS funded mobile health clinic for the homeless.
• I ve worked with most major ticketing systems, including Remedy, ServiceNow, RightNow, SRMS and others. Remote systems used: Logmein/Rescue, Team Viewer, WebEx and others.