Senior Tech Support Specialist

• Aug 2021 - Present

Video Service Transition Specialist

• Feb 2019 - Jul 2021

- Provision video endpoints for international and french customers on operational tools and video infrastructure.- Perform video configurations (including activation of on-premise and Webex cloud devices), and ensure good connectivity of new endpoints.- Manage endpoints and infra devices for monitoring, and handing over to Operations.- Acceptance testing for new deployments with customers and Project Managers.- Primary role for Change Management activities: change qualification, implementation, audit and workflow documentation for non-standard changes.- Work closely with Change Managers, and advise on processes and coordination of complex changes.- Build change activity reporting for higher management, and deliver Change Management training.- Assigned as SPOC for different customers, and engage with Project Managers for complex projects; video hardware refreshment on end-of-life devices, client migration to new service offer and infrastructure. Show less

IT Trainee

• May 2018 - Jan 2019

- Assist in SCCM installation and configuration, PKI client installation testing, and create documentation for internet-based client management in SCCM. - Support in the implementation of new security solutions and tools. - Build SharePoint Online site for outstations based on scope and requirements from Management and Help Desk. Document the site administration and configuration for admins, features and functionality for end users. - Create Power BI security dashboards with automated refresh, and share consolidated security reports with Management. - Data updates in Microsoft systems: Dynamics CRM, Active Directory. - Policy and Procedure Documentation; client patch management policies, drive storage policies, and end user digest manuals. Show less