Experience

• 

  Aegon Global Technology

  • United States
  • Information Technology & Services
  • 100 - 200 Employee

  • Lead Senior Desktop Support Analyst

    • 2017 - 2022

    • Led and maintained comprehensive Group Policy management, including creating, testing, and implementing multi-phased projects. • Successfully coordinated the strategic removal of the IronPort proxy server setting across the enterprise, replacing it with Global Protect. This complex effort, executed in collaboration with our Internet Services team, ensured a seamless transition with zero impact on end-users.• Served as the primary point of contact for Disaster Recovery processes and exercises, facilitating bi-annual simulated DR exercises. • Provided Level 3 Desktop support efficiently and within strict timelines, guaranteeing that exercises were completed within the Service Level Agreement (SLA), enhancing the organization's readiness and resilience in potential crises.• Took charge of escalated issues, conducted in-depth analysis, and led vendor and team collaborations to develop effective resolutions. • Proactively addressed challenges, demonstrating the ability to identify problems and create and implement innovative solutions, fostering continuous improvement within the system environment.• Spearheaded a crucial project to investigate recurring audio issues in laptops, resulting in the identification of necessary driver updates. • Coordinated with Microsoft to secure replacement laptops for those affected by hardware-related problems, ensuring minimal disruption to production and affirming commitment to quality and end-user satisfaction.

  • Senior Technical Analyst, Desktop Operations

    • 2011 - 2017

    • Fulfilled a critical Level 3 Desktop position, managing escalated incidents and issues that required advanced troubleshooting. Collaborated effectively with prominent vendors such as Dell, VMware, and IBM, aligning technology solutions with business needs and ensuring optimal system performance.• Actively assisted in the formulation and ongoing support of Disaster Recovery processes, playing a vital role in the creation and execution of exercise plans. Contributed to a comprehensive and reliable framework that increased the organization's ability to respond and recover from unforeseen events, ensuring business continuity.• Spearheaded the conduct of SCCM client troubleshooting, demonstrating technical prowess and ability to diagnose and resolve complex issues. Leveraged an in-depth understanding of System Center Configuration Manager (SCCM) to enhance system efficiency and user experience, ensuring stability across the network.• Provided robust support and management of Virtual Desktop Infrastructure (VDI), utilizing specialized knowledge in virtualization technologies. Acted as a reliable resource in maintaining, optimizing, and ensuring the seamless functionality of VDI, contributing to a flexible and scalable virtualized environment tailored to business demands.

  • PC Systems Analyst Team Lead, Direct marketing Services

    • 1989 - 2011

    • Expertly managed inbound and outbound Help Desk calls, offering dedicated support to ADMS-supported sites across the US and Canada. • Demonstrated adeptness in resolving complex issues related to multiple in-house and Windows applications, ensuring swift resolutions, and fostering positive client relationships through a commitment to excellence in service.• Spearheaded PC build performance, meticulously assembling and configuring systems to meet specific user needs. • Acted as a primary responder to vendor inquiries regarding Dell, HP, and Xerox products and provided comprehensive support for Audio Visual tools.