IT Analyst 2

• May 2017 - Present

Administer office information systems including Windows 2008/2012 servers, Windows 7/10 desktops/laptops and LAN/WAN connectivity covering five separate locations in two counties. Responsible for implementing security procedures; installing, configuring and maintaining PC's, mainframe and network hardware and software; Analyzing system hardware and software problems; Provide on-call service for desktops/laptops and network applications; Provide technical advice to staff, peers and management; Develop information systems training programs and other related duties.

Tech & Apps Mgmt Specialist II (Team Lead)

• Aug 2014 - Mar 2017

Participate in evaluating, testing and documenting new software and hardware changes; upgrades in end users environments. Responsible for day-to-day maintenance, and support of assigned application servers. Provide tier 2/3 Operations Support, and Troubleshooting along with Executive Support.• Scheduled and supported disaster recovery testing efforts, avoiding possible future outages.• Leveraged platform, product, business process, and experience, resolving complex issues.• Documented and communicated interim fixes, and closed problems after permanent solution was deployed, ensuring internal knowledgebase was updated for future reference in case of similar or same issue arises.• Worked on the right fax migration project to consolidate all users companywide to new next generation servers, saving estimated $1-2M annually.• Completed 1,670 tickets along with response rates closing in at 97.4% and resolution at 98.8%.

Tech & Apps Mgmt Specialist I

• Aug 2010 - Aug 2014

Provided configuration, installation, troubleshooting, analysis, and maintenance for iOS and Android devices. Offered onsite and remote technical support, such as diagnostics, troubleshooting and debugging database, operating system, application, network and hardware related issues during the implementation process. Day-to-day maintenance and support of the Right Fax, Witness, Exchange, and RSA servers. Provided feedback in regards to design issues to the Design Engineer.• Exceeded SLA goal of 93% for response and resolution for the team with almost 95% for response and 100% for resolution, demonstrating commitment to getting associates back to work.• Surpassed quality score goals, scoring 94.22% on the associate survey scores and 91.23% on quality audit scores while completed over 1500 tickets.• Migrated over 300 Miami office users to windows 7 in under 30 days by scheduling 15-20 users per day along with following up the next day to making sure all was in working order with the new system.• Migrated over 300 Miami office users to the new Cisco AnyConnect VPN and Mobile ShareFile applications, working with engineering to identify all remote / cloud based users and push out new software to all users. Followed up with remaining users who did not perform required changes after deadline passed.• Piloted testing of Airwatch MDM for the switch over from Good for Enterprise. Due to issues with the vendors’ product, all users were moved over to Airwatch. User account grew to 20K+ devices, including iPhones and Android devices (Samsung Galaxies) and Windows phones.

Senior IT Support Analyst

• Jun 2008 - Aug 2010

Supported the IT Operations Control, and escalations from other I&O teams.• Created knowledge-based entries to educate, and help peers and field associates.• Participated in evaluating, testing and documenting new software and hardware changes and upgrades, avoiding delay and interruption for internal client base.• Led communication, remediation, recovery, command, and control follow-up efforts associated with service disruptions and degradations, enabling consistent communication among essential support owners.• Transitioned SGN certificate delete support to SME team, reducing resolution times and providing 24x7 support for password requests while reducing resolve time from 4 hours to 30 minutes.• Piloted testing of Good for enterprise for switch to iPhone from Blackberry, growing user accounts to over 2K devices.

IT Support Analyst

• Dec 2006 - Jun 2008

Responsible for technical support for 35K+ end users by phone and / or incoming tickets to the queue (supported the United States and International). Reported product and hardware defects, and performed onsite repair of office equipment. Provisioned and deprovisioned of end users access to systems, and the IT equipment. Imaged and deployed Windows and Mac desktops/ laptops, and supported both locally and remotely.• Participated in bridge calls, resolving system issues, and restore service to our users.• Deployed new hardware for 40 recently hired temp staff for open enrollment season 3 days ahead of schedule, collaborating with local management and corporate procurement to guarantee new hire information and equipment arrived on time.

Double Agent

• May 2006 - Dec 2006

Media Spokesperson

• May 2004 - Dec 2006

• Served as Geek Squad media spokesman for the New York Tri-State area, promoting the Geek Squad brand via television interviews, interviews with magazines, and by traveling to different conventions

Double Agent & Deputy of Counter Intelligence

• May 2004 - May 2006

Supervised group of 16 PC technicians. Responsible for the operation and performance of the department including; revenue, budget, inventory, and employee development. Collaborated with upper management to find solutions for store issues concerning but not limited to; consumer volume, sales, run direct reports, and customer satisfaction evaluations.• Increased service revenues successfully through employee recognition and monthly contests.• Managed appraisal process within the team, ensuring reviews were processed on time.• Acted as a liaison between customers and third party vendors, and implemented strategies that improved operational procedures.• Performed in-house computer services at clients home and place of business. Such has new computer setups, wire/wireless network, upgrades and troubleshooting all ranges of computer issues.

IT Supervisor

• Aug 2003 - May 2004

IT Technician

• Apr 2002 - Jul 2003

Computer Sales Associate

• Aug 2001 - Mar 2002