Experience

The Riverside Church

• United States
• Religious Institutions
• 1 - 100 Employee

• Information Technology Manager

  • May 2023 - Present

• Information Technology Help Desk Technician

  • Mar 2020 - May 2023

  • Played role in infrastructure planning alongside Network administrator to close security holes, implement ticketing and documentation, provided rapid solution finding; service level supporting Church facilities and neighboring/rental entities. Gave insights on efficient IT architecture and aided with implementation. • Helped diagnose server issues and liaised with external vendors for server and downed switch support. Performed routine tape backup maintenance. Provided support for networked copiers and printers; worked with Active Directory, Exchange Server and Avaya Phone System, Cisco AnyConnect, providing back-end support through scripting (Batch, PowerShell) and applications development (.NET, C#).• Monitored servers for health status; performed switch; hardware replacements to server back-end. Planned, tested, and implemented back end IT services, including CCM, MDT, and other services to maintain prompt response times and decrease troubleshooting turnaround.Provided remote and desk-side 1st level support. Created documentation for workflow practices. Maintained high-availability during crisis (Covid-19), working remotely and on-site, enabling smooth operation support. Show less



Infinity Machine Media, LLC

• United States
• Media Production
• 1 - 100 Employee

• Chief Executive Officer, Software Architect (Game Development)

  • Jul 2014 - Present

  RashidEllis.com • Created online web community to aid enthusiasts in learning common technical information about programming, creative, and technical hands-on projects, implementing e-commerce elements and platforms to showcase creative projects. Amielannusualstory.com Amiel: An Unusual Story • Wrote; illustrated, and published the ongoing fiction comic series, "Amiel: An Unusual Story™" product. • Performed front-facing marketing; branding: Creating visual assets, media projection and analytics, directionalizing company products and services. InfinityMachineMedia.com Infinity Machine Engine • Developed, planned, and implemented from the ground up, “Infinity Machine Engine”, a multi-purposed game engine library. • Created Windows applications and utility tools at development stages. Upcoming Title(1) • Designed and wrote gameplay structure for upcoming title using proprietary game engine library. • Provided artistic direction; Created 3D assets: character design; concept art and 3D modeling, rigging, and animation. • Designed UI: wire-frame and front-end for prototype utilizing Autodesk and Adobe software pipeline. Show less



TEKsystems

• Malaysia
• IT Services and IT Consulting
• 1 - 100 Employee

• Desktop Support Technician

  • Dec 2013 - Present

  Mount Sinai, Application Support Representative • Provided basic Kronos support to Mount Sinai end users over the phone and in person during UAT testing assisting users when gaining access and other core timekeeping functions. AllScript / LIJ Hospitals, Technical Support Representation/Consultant • Provided support for proprietary medical software; medical workstations under Windows 7, XP. • Performed system Ghost image restores, and setup physical workstations; workstation moves as necessary. • Performed bar-code scanner, connectivity, and printer troubleshooting for multiple departments. • Maintained regular interaction with hospital staff to ensure quality feedback and support. Provided testing and support for proprietary hardware/software implementation. Arrow Electronics, Migration Support • Performed physical migration for company work-stations, assembling workstations for use by user. Show less



ComQi Inc.

• United States
• Software Development
• 1 - 100 Employee

• Customer Support Representative

  • Aug 2016 - Jun 2018

  • Influenced Customer Service Department with strong IT ideologies and technical experience, boosting team productivity and problem solving accuracy over 150% of pre-hire workflows. Maintained high level call efficiency troubleshooting with multiple Fortune500 clients, resolving thousands of tickets, maintaining the highest level of performance possible. • Created Windows [C++, C#] applications to increase call efficiency workflow along-side proprietary web software to aid small team in call volume and resource finding turnaround; hardware configuration. Resolved complex Audio/Video issues with digital signage hardware, (In-store customer/employee-facing digital advertisement displays) LED boards, commercial displays, and custom kiosks including network configuration of advanced digital signage equipment using knowledge of TCP/IP, DHCP, NAT, DNS; network protocols and layers. • Provided software insights and solutions for enterprise "business pains" towards highly efficient productive and effective customer service workflow. • Maintained strong and clear ticket documentation; created documents for technical workflow practices, tutorials, and informational material. Show less



Robert Half Technology

• Canada
• Staffing and Recruiting
• 1 - 100 Employee

• Helpdesk Representative

  • Dec 2014 - Feb 2016

  09/2015 - 02/2016 Convent of the Sacred Heart, New York, NY • Provided general support for multiple devices: Apple, Chromebook, and Windows7, 8.1, and 10 devices, behaving directly with a goal-oriented mindset. Gave additional [technical feedback], recommendations regarding software: Microsoft products and services. while suggesting software-assisted learning solutions. • Performed A/V setups/troubleshooting with Epson SmartBoards, projectors, AppleTV devices and LCD displays for school events hosted in theater, ballroom and conference rooms. Troubleshooted Google Cloud Print hosted printers, maintaining fast SLA turn-around in non-SLA environment. Aided Faculty-base with additional support: excercised knowledge of HTML5, CSS supporting school administration offices. • Applications deployment/RDP utilizing Casper Suite in an environment supporting [backend] Google cloud services: Docs, Sheets, and Slides for faculty/student base. 04/2015 – 06/2015 AffinitySolutions, New York, NY • Performed PC builds and workstation moves; Prepared hardware for EOL release or donations. • Created documentation for new processes, procedures. Troubleshooted issues in Office365, Windows 7, MAC OS: Networking, setup printers, and general office support. 12/2014 – 7/2015 McGarryBowen, New York, NY • Aided with MAC/Windows Outlook migration, troubleshooting additional Active Directory related issues: permissions, password resets, and networking. Performed PC and Mac imagining and set up for computers. • Created documentation in Office Suite, RemedyForce ticketing system. Performed physical asset auditing, applications deployment utilizing Casper Suite. Show less



Rutgers University

• United States
• Higher Education
• 700 & Above Employee

• Consultant for the Public Good Participant

  • Sep 2013 - Jun 2014

  • Worked closely with staff to create requested edits and revisions to create a final product to work under course workflow. • Created digital assets and compositions for use in user interface in course training material. • Designed video presentation summary for project with NYIT/Rutgers. • Worked closely with staff to create requested edits and revisions to create a final product to work under course workflow. • Created digital assets and compositions for use in user interface in course training material. • Designed video presentation summary for project with NYIT/Rutgers.



Reliance Staffing & Recruiting

• United States
• Staffing and Recruiting
• 1 - 100 Employee

• Client Technology Analyst, City of Chesapeake

  • Nov 2010 - Mar 2013

  City of Chesapeake (Client Technology Analyst, Help Desk Representative) • Utilized HEAT ticketing system for call management in single - two man Help Desk team to provide remote desktop support and call management for city-wide technology infrastructure. • Active Directory management/support, Office 2003-2010. SCCM; Windows Server 2008; Kronos Workforce Central applications, IBM Personal Communications, BPOS and Exchange as well as working with SQL databases. • Saved millions of dollars with technical versatility and response times in solution finding, research, and suggestions. • Re-imaged workstations; laptops and provided hands-on technical support for toughbooks as well as VPN issues. Provided remote and limited onsite support for smart phones: contact; texts, data across phone OS platforms) • Troubleshooted and repaired phones for multiple models. (Hardware) • Extensive exposure to SQL, and CICS IBM Mainframe applications, also troubleshooting session issues with connectivity/ failed sessions. • Additional personal experience during this time with Hyper-V 2008 R2 (home server) and Network rendering (Mental Ray) software, virtual networking, and server hosting. • Provided 3D representation/animation (Autodesk) for NOC design; created small HTML, Batch, MMC, and C++ applications to facilitate repetitive tasks, created PowerShell scripts to manage users in AD, BPOS: Office365, MS Online Services. Created documentation for workflow processes. • Attended and contributed to HRT (Hampton Roads Transit) convention for mobile device applications ideas, prototyping, and API support for provided Google API which provided great insights into Applications Development workflow. (http://guestlistapp.com/events/86160) Show less



ManpowerGroup

• United States
• Translation and Localization

• Warehouse Associate

  • Sep 2009 - Dec 2010

  • Performed various warehousing tasks in a wide range of environments and other miscellaneous tasks/favors. Manpower employer assignment List: American Office, Nestle. Order Taker Representative - Volt 09/2009 - 12/2009 • Order entry; took inbound orders. Fulfilled customer requests through proprietary order entry software, answered information requests and sent out catalogs at high volume times. • Performed various warehousing tasks in a wide range of environments and other miscellaneous tasks/favors. Manpower employer assignment List: American Office, Nestle. Order Taker Representative - Volt 09/2009 - 12/2009 • Order entry; took inbound orders. Fulfilled customer requests through proprietary order entry software, answered information requests and sent out catalogs at high volume times.



Aerotek

• Musicians
• 1 - 100 Employee

• Technical Support Representative, Cablevision

  • Aug 2008 - Dec 2008

  • Answered calls and resolved hardware/software issues hindering connectivity; various Windows/Mac networking issues in multiple home conditions, providing additional browser and email client support. Used Remedy call documentation software. • Worked under intense customer service standards using directed call control techniques to fulfill company idealism's and policy. Escalated Tier 2+ problems as necessary. • Answered calls and resolved hardware/software issues hindering connectivity; various Windows/Mac networking issues in multiple home conditions, providing additional browser and email client support. Used Remedy call documentation software. • Worked under intense customer service standards using directed call control techniques to fulfill company idealism's and policy. Escalated Tier 2+ problems as necessary.



New York Institute of Technology

• Canada
• Higher Education
• 1 - 100 Employee

• Customer Service/Help Desk Representative

  • Sep 2007 - Apr 2008

  • Answered phones; redirected calls to proper office. Performed clerical duties: alphabetizing tasks, making copies, running interoffice flyer to correct department. Performed extra tasks from skill base which included designing interoffice flyers. • (ACL only) Maintained 28 computers and copier; provided students with support connecting through the school proxy server; brought and set up computer, video, sound, and other equipment to professors that requested them; helped students with miscellaneous technical questions and/ or research to find a solution. Show less


Circuit City
• Technology, Information and Internet
• 700 & Above Employee
• Product Specialist/Warehousing Associate

  • Mar 2005 - Mar 2006