Information Technology System Analyst II

• Feb 2023 - Present

Infrastructure Engineer

• Aug 2019 - Jul 2021

• Manage Active Directory for users, groups, and computers • Administer Microsoft Office 365 • Manage Mailboxes with Exchange online & On-Premises • Administer and Manage Jamf Pro for MacOS Computers • Audit Users, Computers, Groups with AD Audit Plus • BitLocker Administration and Monitoring • Solve Incidents and Tasks via ServiceNow maintaining SLA’s • Provide level 2 and above Technical Support to all employees on-site and remotely • Setup Windows and Mac Computers for new and existing employees • Keep track of Hardware Inventory with Ivanti Management Console • Manage Licensing for MS Office Suite and 3rd party products • Configure VPN, Multifactor Authentication, VMs, VDI, etc. • Manage projects from time to time such as: Domain/OS/File Server Migration • Order, Replace, Install, and Configure new hardware for the whole office Show less

Customer Technologies Specialist

• Apr 2019 - Aug 2019

• Provide Tier 2 Windows desktop support to over 12,000 employees maintaining SLA’s • Resolve incidents and complete assigned tasks via ServiceNow ticketing platform • Maintain and support around 300 software plus Citrix based applications • Provide excellent remote support via SCCM, Remote Desktop and Bomgar • Manage Active Directory to provide centralized domain management for users and computers • Keep track of assets using CMDB (ITIL database) • Provide basic networking and telecom (Avaya phone) support system-wide • Troubleshoot and fix hardware including desktops, laptops, printers, monitors • Maintain internal IT project such as PC as a Service (migration from Windows 7 to 10) • Perform specific tasks such as support Office 365 Pro Suite, maintain Printer Logic Printer Server, Setup shared Label Writers, manage Microsoft Bitlocker Administration and Monitoring, fix Trusted Platform Module, map Network drives, setup Plantronics headsets, etc. Show less

Lead Technician

• Oct 2018 - Apr 2019

• Team Lead for deployment and migration project of about 14,000 computers • Provide any necessary technology support to client related to the project • Train team members to ensure successful functioning • Maintain a team of 15 techs and provide guidelines for daily responsibilities • Ensure proper operation in over 150 sensitive and fast paced sites (healthcare) • Maintain new inventory and report numbers to HP Headquarter everyday • Attend meetings with clients to construct appropriate plan of action • Maintain old inventory: (1) give old hard drives back to clients (2) prepare shipment of old devices to HP • Ensure proper data transfer from the old computer to the new one for each user profile Show less

IT Helpdesk & Tech Support Specialist

• May 2017 - Dec 2017

● Troubleshoot and solve software and hardware issues for employees and students ● Image computers and administer using configuration manager (SCCM)● Manage user accounts and computers using Active Directory ● Collaborate projects with the application support, networking, and field technicians in a timely manner● Train and supervise new IT helpdesk agents ensuring high standards of customer service

Technical Support Agent

• Jan 2015 - May 2017

● Provide technical support to students and faculties with their computers and devices● Train and assist teachers using classroom technology ● Participate in campus-wide technical operations such as residential networking, computer lab setup● Perform on-call field technician support to faculties and employees• Continued in project consultant role following internship completion

Information Technology Project Coordinator

• May 2017 - Dec 2017

● Organize and maintain Information Technology projects ● Execute a wide variety of projects - brochure development, newsletter platform, and automated emailing ● Continued in project consultant role following internship completion ● Organize and maintain Information Technology projects ● Execute a wide variety of projects - brochure development, newsletter platform, and automated emailing ● Continued in project consultant role following internship completion