Support Office

PROFESSIONAL EXPERIENCE:

Seward & Kissel LLP New York, NY

Service Desk Analyst Tier 2 (Contract Role) Apr 2019 – Aug 2019

Provided client-facing White Glove in-house support for Directors, Partners and Legal staff in a medium-sized corporate environment (~300 users).

Provided on-site and remote technical support (SCCM, RDP, Kaseya, LogMeIn).

Administered and implemented MDM (Blackberry UEM and Blackberry Work).

Actively monitored and responded to tickets (Autotask) by performing root cause investigation, implementing resolution, and documenting results.

Actively documented new procedures and updated knowledgebase (KB) articles regarding troubleshoot procedures for issues with either perplex or previously indeterminate resolutions.

Provided troubleshoot and support for legal document management software (iManage Desksite 9).

Administered MFA (Duo, Authy) and integrated MFA (Office365, LogMeIn, OWA) for various user logins.

Actively supported and worked to resolve all Microsoft Office Suite and Office integration (add-in) issues.

Responsible for configuring and setting up conference rooms (Zoom, Loop Up, WebEx) and troubleshooted A/V routing issues (Crestron).

Provisioned patch management and deployed critical software updates through SCCM, Software Center, and Kaseya Patch Agent.

Actively monitored network security and network traffic in compliance with Company policy (Mimecast Administration, WebRoot Administration, OpenDNS management, Sonicwall Bypass/Rule Creation, and Carbon Black Local approvals for one-off software installations).

Implemented security assessment examinations (KnowBe4 Phishing Awareness), provisioned new user accounts and configured user permissions for all Company devices and services (Active Directory, Group Policy, E-mail), and deployed and configured Mitel VOIP phone systems for all new users.

Interfaced with third-party vendors to troubleshoot and resolve vendor equipment issues, endpoint failures (Mimecast), and deployment errors (Epoch, Epic, ChangePro).

TekConn New York, NY

Help Desk Engineer Tier 2/3 (Contract Role) Mar 2019 – Apr 2019

Served as a Contract Consultant (Staff Augmentation) and escalation point for level 2/3 technical issues such as On-Premise Exchange Mailbox configuration errors, network outages, NTFS permission issues, and support for Mac OSX, Windows environment including all Mobile Device support (iOS, Android, Blackberry OS10).

Cartwheel I.T. New York, NY

Helpdesk Engineer Tier 2/3 Jan 2018 – Feb 2019

Provided White-Glove technical support for V.I.P clients (Senior Partners and C-level Executives) for Legal and Financial institutions both on-site and clients residence.

Monitored and completed Salesforce tickets within SLA goals and ensured client satisfaction by updating tickets with latest information through utilization of Salesforce CRM.

Coordinated projects such as E-mail Migration (Hosted Exchange to Office 365) and implementing Disaster Recovery solutions (CrashPlan, Citrix).

Supported VPN configuration/connectivity and utilized remote support tools (LogMeIn, RDP, TeamViewer, ConnectWise).

Configured and deployed VPN and firewall (Meraki, Sonicwall, Ubiquiti), produced detailed incident reports, and surveilled network security (SNMP, Mimecast, Traffic Monitoring, Intrusion Detection).

Developed and implemented SOP for Client onboarding.

Supervised and created timelines/schedules for client office moves and office expansions.

Developed and implemented MDM SOP’s for COD’s and BYOD’s (iOS, Android, Blackberry, laptops) utilizing Mobile Iron, Meraki MDM, and AirWatch for secure rollouts of software delivery, production support, and risk & control.

Performed hardware and software troubleshooting, documented all issues and procedures on incident tickets, followed industry best practices, and updated internal KB articles and Client Technology Guides.

Provided Enterprise level Mac OSX and Windows environment support.

Interfaced with vendors (Intermedia, AppRiver, O365, Spectrum, Verizon, Vonage, SmartChoice) to provide effective and cost-efficient network solutions for clients.

Assisted A/V incidents with conference room requests (Cisco Call Manager, Jabber, Conference Now, Skype for Business, WebEx).

Roverman Technology New York, NY

Helpdesk Support Analyst / Field Technician Sep 2010 – Oct 2017

Provided White-Glove Professional Helpdesk and on-site support services for small to medium business clients utilizing technologies including Active Directory, Office365, and Microsoft Exchange.

Developed and utilized knowledge of Active Directory (reset password, user permissions, unlock accounts, creating file shares, adding server roles, group policy management).

Performed on-call (7x24) on a rotational basis - carried mobile device and other company equipment (e.g. laptop) at all times during on-call rotation to ensure call and service requests were answered and resolved within the on-call SLA parameters.

Utilized high proficiency in Microsoft Operating Systems and Office Applications.

Programmed, managed, and troubleshooted Cisco Call Center (Conference Now, Meet ME), Mitel and Jabber.

Utilized ZenDesk Ticketing system to provide effective client support that met SLA.

Utilized effective multi-tasking skills in a dynamic and fast-paced NOC environment, interfaced with clients, provided support and resolved basic networking and switching issues.

Worked with on-site and cloud/Hybrid Enterprise backup solutions (Datto, Carbonite, Barracuda)

Responsibilities included workstation maintenance, server, firewall and access point rollouts, and VLAN changes.

Maintained inventory of loaner equipment and documented checkout and check-ins for all users.

PROJECTS:

Dual Xeon Media Encoding/Streaming and File Server Jan 2019 – Present

Sourced equipment and built Dual Xeon workstation running VMware with two simultaneous instances of Ubuntu for Media Streaming Server configured to encode and stream simultaneous sessions of H.265 4K media (UDP) as well as streaming high bitrate (320+ Kbps) Audio both locally and remotely for Authenticated Users.

Created another instance of Ubuntu VM on the same machine as a secure file server.

Crowne Hotel Plaza Times Square RTLS Rollout Feb 2017 – May 2017

Deployed and configured Real-Time Location Systems (Ekahau) to enhance Union Staff Security.

Worked with Heatmapping software and Wireless access points to ensure accuracy and reliability of RTLS system.

Actively provided administration and maintenance of Wireless access points and networks (Ubiquiti, Ruckus,

and Meraki) both remotely and on-site.

EDUCATION:

Baruch College, City University of New York New York, NY

Candidate for B.S. Finance

Brooklyn Technical High School New York, NY

Majored in Biomedicine and Robotics 2009

SKILLS:

Tech Skills: Microsoft Office Support, Adobe Support, Nuance Support, Sharepoint administration, Mac OSX Administration, Microsoft Exchange Administration, ActiveSync, Windows Server Administration, Cisco VOIP, Mitel VOIP, Vonage, PBX, SonicWall Firewall, Meraki Switch/Firewall/AP, MDM Deployment/Administration, Mobile Device Support, RTLS Deployment (Ekahau), Advanced HP Printer Support, Wireless Access Point Configuration, DHCP Server Configuration

Operating Systems: Windows Server 2003/2008/2012r2/2016, Windows XP/7/10, Mac OSX, Linux (Ubuntu, Fedora, Kali, Tails)

Ticketing Systems: SalesForce, ZenDesk, Remedy, AutoTask, iQTrack

Mobile Devices: Android, iOS, BlackBerry OS10

Remote Tools: RDP, SCCM, ConnectWise, Kaseya Remote Agent, Solar Winds Remote Assistance, LogMeIn, TeamViewer, VNC

RMM (Remote Monitoring and Management) Tools: Solar winds, Kaseya VSA, ConnectWise Automate

MDM (Mobile Device Management) Tools: BlackBerry UEM, Meraki, MobileIron, AirWatch

2FA/MFA Tools: Authy, Okta, Google Authenticator, Duo, AuthAnvil, Microsoft Authenticator, LastPass Authenticator, Yubikey

DMS (Document Management Software): iManage Desksite 9, Litera ChangePro, NetDocuments, cleanDocs, CompareDocs

Administration Tools: Active Directory, Group Policy, SCCM, PowerShell, Exchange Management Console, Mimecast, Cisco Umbrella

Cloud-based Tools: Azure, Office 365, G-Suite, Meraki Dashboard, Some AWS

Virtual Technologies: Citrix VDI Desktop Virtualization, Citrix XenApp, VMware, Hyper-V

A/V Technology: Crestron, Zoom, Loop-Up, Cisco Call Manager, Skype for Business, WebEx

Third-party Vendor Relationships: Dell Support, Lenovo Support, HP Support, Tri-Tech (A/V Vendor), Steris (Medical A/V Vendor), Vonage, Mitel, Cisco, Meraki, Microsoft, iManage, Rackspace, Datto, Spectrum, Verizon, Pilot Fiber, LightTower, Mimecast, Sonicwall, Intermedia, AppRiver, SmartChoice, Blackberry Enterprise, 4th Bin (E-waste Recycle)

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