Microsoft Teams Collaboration Lead

• Mar 2022 - Present

Application Support Specialist

• Sep 2021 - Dec 2021

Maintain and support virtual desktop (VDI) platform VMware View brokers, monitor availability and performance of physical and virtual desktop systems. Responsible for creating and supporting desktop images with SCCM 2012/Current Branch. Responsible for creating and supporting thin client images (Wyse and HP Thin Clients). Maintain ongoing communications with support teams about application issue resolutions. Experience in deploying, managing, and troubleshooting Windows operating systems to include application-level support. Skills Applications: SCCM 2012/Current Branch, Office 365 (2010/2016), OS Deployment, Thin Client Image, VMWare vSphere/Horizon/View, MDOP OS: Windows 7 and Windows 10 Show less

Windows 10 / Office 365 Senior Desktop Support Technician

• Aug 2019 - Aug 2021

Retained through Royal Communications Consultant to provide the subject matter expertise for the pilot migration of 200 users from Office 7, 10, and 13 to Office 365. Given additional responsibility to provide Level III and II support to 5,000 users, and to administer the SCCM environment. • Guided team in defining the strategy for the rollout of O365 to pilot users. Identified root causes of compatibility issues between O365 and shrink-wrapped software. Collaborated with vendor to define a solution to upgrade the O365 add-ins. • Core team member of 4 providing dedicated support to 200 users with newly deployed O365 Cloud environment. • Collaborated with network operations to resolve escalated Cloud connectivity issues with Outlook. • Contributed to critical project to migrate users from Windows 7 to 10. Developed images for Windows 10 environment across desktop, laptop, and VDI terminals. Show less

Office 365 Consultant

• Sep 2018 - Dec 2018

Integration of Microsoft Office to Office 365 platform of the Aon company Inspection of outlook accounts in preparation for migration into Office 365 Compile schedule for migration for offsite offices and European locations Coordinate mobile phone compliance and upgrades with Mobile Device Management software Microsoft InTune Conducted post migration assessment and provide day one support Integration of Microsoft Office to Office 365 platform of the Aon company Inspection of outlook accounts in preparation for migration into Office 365 Compile schedule for migration for offsite offices and European locations Coordinate mobile phone compliance and upgrades with Mobile Device Management software Microsoft InTune Conducted post migration assessment and provide day one support

Office 365 Consultant

• May 2018 - Jul 2018

Desktop Support for Nationwide Management and Liability Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office 2007 and any other authorized desktop application, Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment, perform general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment, Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment. Customize desktop hardware to meet user specifications and site standards Performs work in compliance within specified warranty requirements Show less

TEAM LEAD OFFICE 365 MIGRATION

• Jun 2017 - Jan 2018

Gay Men's Health Crisis • Assisted in Migrating computers infrastructure to cloud environment ,Virtualization Infrastructure Experience utilizing VMware vSphere; Virtual Application packaging and remediation as well as Application installation, support, testing, and troubleshooting; Installing the appropriate systems, Provide ongoing engineering support to a component or to the whole of a technical infrastructure (e.g. application servers, security, networks, etc.); Maintain and service automation, implements, and process to consistent with SLA’s for distribution of managed hosting accommodations. Performing light programming; Managing and planning projects related to the systems; Training other IT staff; Providing easy to understand advice for company employees; Establishing user accounts and retrieving information including passwords and account usernames; Installing the appropriate systems; Providing support for the systems throughout the working day Show less

Technical Specialist Contractor

• Dec 2016 - Apr 2017

Apple & PC Desktop Support Engineer BBDO INTERNATIONAL Install new / rebuild existing PC’s and Macs configure hardware, peripherals, services, settings, directories, storage, among others. Perform daily system monitoring, verifying the integrity and availability of all hardware. Perform Installs, Moves, Adds and Change (IMAC) activities, as well as data backup and restorations. Organize and coordinate activities associated with installation, deployment, and upgrade of software (Windows and OSX), hardware, voice/video and network facilities as it relates to the deskside environment. Verifies completion of all scheduled jobs, including backups. Resolves problems and performs IMACs within all client SLAs. Provide on-going education and training to non-technical end-users. Propose changes or solutions to products and services for optimal business results as well as investigate customer relationship problems Show less

Desktop Support Specialist

• May 2016 - Sep 2016

Desktop Support for Nationwide Management and Liability Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office 2007 and any other authorized desktop application, Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment, perform general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment, Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment. Customize desktop hardware to meet user specifications and site standards Performs work in compliance within specified warranty requirements Show less

Desktop Engineer (Contractor)

• Apr 2015 - May 2015

Desktop Engineer/Network Administrator for Loro Piana New York Office - Provisioning of PC’s with Window’s 7 in the New York Office from Acronis backup software. Provisioning of PC’s with Window’s 7 in the New York Office from Acronis backup software. Perform Office 2010, 2013 analysis and troubleshooting applying long term and short term solutions with documentation. Active Directory 2012 administration, Group Policy creation and Management Cisco Switch configuration and deployment to store sites. Build and Deployment Virtual Machines for international employees and for testing environments in Italy and New York offices Show less

System Engineer

• Jul 2013 - May 2015

Worked in a Level 2 environment and provided technical support to customers on standard operation of core systems. Troubleshoot hardware issues and installed software. Determined most effective repair/resolution to minimize customer downtime. Installed and implemented LAN and telephone connectivity solutions. Worked to achieve agreed upon individual SLOs, quality targets and problems. Serve as customer contact on technical and service related issues Knowledge of Microsoft Server OS 2008 32 / 64, Knowledge of Windows Server 2012 and Understanding of Hyper-V Hypervisor and Virtual Machines Show less

Windows 7 Deployment Engineer

• Oct 2011 - Apr 2013

Install images on Win 7 computers Set up computers/hardware for users Track user rollout Track inventory of computers and monitors during rollout Report any Win7/Office 2010 rollout issues experience supporting Windows XP, Windows 7 on desktop/laptop PCs and Macs Thorough knowledge of Windows 7 and Office 2010 Knowledge of Symantec Ghost Experience with setting up, troubleshooting and replacing hardware Experience with configuring and setting up networks Experience installing software, patches, updates on Desktops, Laptops, Servers Ability to quickly diagnose problems and effectively communicate solutions in a user-friendly language Self-motivated and directed, with the ability to effectively prioritize and execute tasks Strong organizational and follow-ups Customer service experience Experience working in a team-oriented, collaborative environment. Experience with smart phones (Blackberries and iPhones) Show less

PC/LAN Analyst

• Mar 2011 - Jan 2012

Amulet Hotkey Inc. PC/LAN Analyst • Primary Hardware support for Royal Bank of Canada • Support and installation of Dell PowerEdge Blades and Amulet Hotkey Products • Building and customizing Dell PowerEdge Blades to trade floor workstation utilization • Integration of PCoIP Portals and Host Cards • Ingration of VMware and VMware EXSi • Interaction and reporting to upper management on pre-emptive solutions • Troubleshooting networking and connection issues with all Amulet Hotkey equipment for various clients Show less

Information Technology Technician

• Aug 2008 - Mar 2011

• Install, configure, and maintain personal computers, file servers, Ethernet networks, network cabling, • Administer network workstations, utilizing one or more TCP/IP or non-TCP/IP networking protocols and/or one or more UNIX-based or non-UNIX based operating systems. • Evaluate and/or recommend purchases of computers, network hardware, peripheral equipment, and software • Correspond with vendors on equipment repairs • Investigate user problems, identify their source, determine possible solutions, test and implement solutions. Show less

PC Deployment Technician

• Jan 2008 - Jun 2008

Backup customer profiles and data to network Install, configure and image client computers using Norton Ghost Transfer customer data back to client computers Establish user profile user environment, directories and security for computers stalled Connect peripherals, printers and other components Configure Microsoft Outlook and other proprietary software on desktop Backup customer profiles and data to network Install, configure and image client computers using Norton Ghost Transfer customer data back to client computers Establish user profile user environment, directories and security for computers stalled Connect peripherals, printers and other components Configure Microsoft Outlook and other proprietary software on desktop

Helpdesk Technician

• Jun 2007 - Nov 2007

Answer phones and respond to customer request Identify, research and resolve customer issue using Active Directory and other networking tools Follow up customer inquires not immediately resolved Complete call logs and reports using Remedy. Recognize, document and alert supervisor to trends in customer calls Answer phones and respond to customer request Identify, research and resolve customer issue using Active Directory and other networking tools Follow up customer inquires not immediately resolved Complete call logs and reports using Remedy. Recognize, document and alert supervisor to trends in customer calls

implementation Technical Support

• Jan 2006 - Jan 2007

Performs Information Technology audits for Scholastics Read 180 Enterprise Edition Software v1.6.1 to ensure educational sites are within product specifications. Assesses and manages Information Technology risks through the successful implementation of audit recommendations. Effectively communicates audit issues to all levels of management and staff personnel within the area under audit review through the timely issuance of discussion issues and audit reports Performs Information Technology audits for Scholastics Read 180 Enterprise Edition Software v1.6.1 to ensure educational sites are within product specifications. Assesses and manages Information Technology risks through the successful implementation of audit recommendations. Effectively communicates audit issues to all levels of management and staff personnel within the area under audit review through the timely issuance of discussion issues and audit reports

Data Center Operator

• Jun 2005 - Jan 2006

Monitor and control electronic computer and peripheral electronic data processing equipment to process business, and other data according to operating instructions. May enter commands at a computer terminal and set controls on computer and peripheral devices. Monitor and respond to operating and error messages Maintain logbooks or operating records for each job run and list any events, such as malfunctions, that occur during their shift. perform and monitor routine tasks, virus checking, software upgrading, and basic maintenance or help programmers Show less

Network Operations Support

• Dec 2004 - May 2005

Assisted in the development and maintenance of network communications. Tests and evaluates network systems to eliminate problems and make improvements. Responsible for proactive monitoring, troubleshooting and resolution of tier 2 LAN/WAN incidents in support of mission critical platforms, Supports Web-based products and services through email and telephone support. Interacted with customers and troubleshoots problems to provide a high level of customer satisfaction. Familiar with standard concepts, practices, and procedures within computer/web technology. Show less

Helpdesk Analyst

• Mar 2004 - Jun 2004

Provided Helpdesk support for 2000 + end users hospital wide on Windows NT Platform. Troubleshoot Medical Software as well as Hospital Proprietary software. Encourages client success by reinforcing an understanding of Standard Operating Procedures. Translates customer needs into technology solutions and consistently delivers those solutions in an economical, time-sensitive and high-quality way. Resolves technical problems that arise from the use of company products through communication with internal and external clients. Show less

Technical Support Technician

• Dec 2003 - Jun 2004

Provide Client support at desk side as well as provide telephone technology solutions and network support for 300 users internally using Windows 2000 Platform. Administrative Support of user accounts using Active Directory. Perform network backups and amend network backup logs with ArcServe 2000. Prepare software package using WinInStall for distribution for remote distribution. Research, present and compile quotes for Hardware requisitions. Provide Client support at desk side as well as provide telephone technology solutions and network support for 300 users internally using Windows 2000 Platform. Administrative Support of user accounts using Active Directory. Perform network backups and amend network backup logs with ArcServe 2000. Prepare software package using WinInStall for distribution for remote distribution. Research, present and compile quotes for Hardware requisitions.

Technical Support Analyst - Promoted to Supervisor

• Mar 1998 - Aug 2002

• Support end-user community of 4000+ as well as television affiliates and satellites offices through out the country. • Monitored and troubled printing issues in HP-UX • Coordinated resolution of network outages with outside vendors • Created user accounts for local and regional customers using Novell Netware Administrator, Domain Manager and Server Manager for Windows NT 98 and 2000 Platforms. • AS400 Administration; Configured Display and Print Session in AS400 Rumba. • Responsible for the computer administration and processing of new employees accounts including Network and Internet access, Outlook 2000 and XP, and printing. • Assigned to Technical Standards Department to conduct research, testing and image building (Using Ghost Software) to establish approval guidance for purchasing software. • Create documentation for new software/procedures for call center staff. Interview and train new call center personnel. • Maintained SLA and performed trend analysis Show less