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Senior Helpdesk Analyst

Jersey City, NJ
October 25, 2018

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Rayvoll Ormond

**** **** *. ******* ****, Apt *** * Jersey City, NJ 07306

347-***-**** *


Convene, New York, NY August 2017 – Present

Senior Technical Support Analyst

Currently leading a team of seven (7) providing networking, on-site and remote technical support to a staff of 1,000+ personnel at 22 locations in Boston, Chicago, Los Angeles, New York, Philadelphia, and Washington D.C.

Provides level III support for issues escalated from level I and II technicians.

Co-manage technology build-out projects of all locations.

Assist with developing and maintaining healthy relationships between IT, end-users, and vendors.

Create, update, and manage email groups and user accounts in Office 365.

Create, update, and manage policy and groups for OKTA (Single Sign-On).

Administrator and point-of-contact for email security system (Mimecast).

Administrator and point-of-contact for software deployment system (AirWatch).

Deploy software and software patches via Meraki and AirWatch.

Managed Cisco routers for wireless and switching.

Setup and maintenance of VMWare vSan environment.

Manage a budget of $6,000,000 for technology services and equipment.

Create and implement training programs.

Create, review, and update internal forms, written correspondence, and processes.

Allocate and maintain IT hardware and software inventory.

Setup, deploy, and troubleshoot workstations, laptops, mobile, and wireless devices in a 50% Windows 10/8 networked and 50% OS X stand-alone environment.

Metro Newspaper USA, New York, NY September 2013 – June 2017

IT Manager

Maintained and provided on-site and remote support to a staff of 300+ users in Boston, New York, Philadelphia, and Toronto.

Managed a budget of $1,000,000 for technology services and equipment.

Setup, configured systems and applications in accordance with end-user needs.

Performed hardware installs and upgrades.

Performed software packaging and upgrades via Microsoft SCCM.

Created and implemented training programs.

Created and updated IT documentation and user guides.

Managed Cisco routers for wireless and switching.

Created, deployed, and troubleshoot workstations, laptops, and mobile devices in a 40% Windows 7/8 networked and 60% Mac OS stand-alone environment.

Programmed and managed PBX/VOIP phone system.

Setup and maintenance of VMware vSan environment.

Created, updated, and maintained user accounts and groups in Active Directory 2010.

Maintained IT asset management system.

Girl Scouts of the USA, New York, NY May 2012 – September 2013

Customer Support Analyst/Telecommunications Manager

Provided level II and III, desk-side and remote support to 500+ users in New York, New Jersey, Washington, D.C., and Savannah, Ga and 250+ global users.

Ensured proper categorization, resolution, and documentation utilizing Salesforce.

Performed hardware installs.

Deployed software installs and upgrades via Altiris.

Implemented and configured system and application file back-ups.

Maintained a 50% Windows XP/7 networked and 50% Mac OS stand-alone environment.

Supported Microsoft Office 365.

Created, updated, and maintained user accounts in Active Directory.

Setup and managed FTP user accounts.

Setup and maintained VMware environment.

Created and managed accounts on Blackberry Enterprise Servers.

Managed and created accounts with mobile vendors (Verizon and T-Mobile).

Programmed and managed PBX/VOIP phone system.

Managed audio/video conferencing systems for New York, New Jersey, Washington, D.C., and Savannah, Ga.

RMJM Architects, New York, NY April 2011 – May 2012

IT Services Engineer

Supervised a team of four (4) personnel providing local and remote support to 190+ users in New York and New Jersey.

Performed hardware and software installs and upgrades.

Updated IT documentation, user guides and knowledge bases.

Utilized KACE and Microsoft SCCM to deploy software packages and patches to Windows servers and workstations utilizing XP/7 and OS.

Managed a 50% Windows networked and 50% OS stand-alone environment.

Performed server maintenance and patching.

Created and maintained Active Directory user accounts.

Maintained Exchange 2007 email system.

Setup and managed FTP user account and security protocols.

Assisted with office back-ups.

Created and managed Blackberry Enterprise Server accounts.

Buro Happold Engineers, New York, NY May 2008 – January 2011

IT Support Officer

Led a team of six (6) personnel providing desk-side and remote support to 1500+ global employees.

Ensured server backups and file restores via Symantec Backup Exec.

Created and maintained user accounts in Active Directory and MS Exchange.

Tested, deployed, and maintained software and software patches via Microsoft SCCM.

Maintained and allocated hardware and software budgets for all departments.

Consulted with departments to ensure their software needs aligns with organizational objectives.

Developed user guides and internal training material.

Managed Blackberry Enterprise Server.

Procured, inventoried, and distributed laptops, desktops, Blackberry and iPhone devices, and peripherals.

Maintained a 40% Mac OS stand-alone and 60% Windows XP/7 networked environment.

United States Navy June 1994 – September 2005

Information Systems Technician

Supervised staff of 120+ personnel as Communication Watch Officer.

Operated, managed, and provided hardware and software support for LAN’s, WAN’s, mainframes, and microcomputers.

Operated SATCOM, TADIXS, OTCIXS, HF, UHF, SHF, and EHF frequency systems.

Performed routing installation, maintenance, repair, system monitoring, fault isolation, and circuit restoration.

Maintained and monitored DNS, Mail, and Web cache serves, Firewalls, and VPN’s.


Touro College, New York, NY

M.S. Information Systems – Technology Leadership & Project Management Expected 2019

Pace University, New York, NY

B.S. Professional Computing Studies – Cybersecurity & Information Technology December 2017


AutoCAD, Active Directory, Adobe Creative Suite, AirWatch, Altiris, Azure, Bitdefender, Bluebeam, Box, Concur, Fresh Service, Ghost, GoToMeeting, Greenhouse, JIRA, Join.Me, KACE, Meraki, Microsoft SCCM, Mimecast, Mineral Tree, MS Exchange, MS Project, Office 365, OKTA, OS X, Revit, Salesforce, Slack, Splashtop, Symantec, TeamViewer, VMWare, Windows 10/8/7, Zoom

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