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Desktop Support Level II

New York, New York, United States
October 05, 2016

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Michael Pannazzo



Computer Network Support Specialist with 15+ years of achieving positive bottom-line results through strategic Project Management of small and large scale global office relocation’s, organization of new office construction, and IT infrastructure design, planning, and implementation. Illustrated a strong knowledge of IT operations and skilled leadership in management of high-performing teams. Consistent in project execution and on-time logistical delivery directed to the highest level of customer satisfaction.


Coach New York, N.Y. (Contract) 7/15-2016 - Present

Promotion - Global Collaboration Liaison for Coach and British Telecommunications

- Direct contact between Coach and British Telecommunications for 'Global Collaboration Project'

- Administration of Cisco Hosted Cloud Solution (HCS)

- Provide 2nd Level Support for Coach Service Desk

- Ensure daily follow up, status requests and SLA's are met from British Telecommunications and are communicated to Coach Telcom Senior Management and Engineers

- Create, resolve and/or escalate Service Now tickets

- Document resolution details onto Coach's IT Information portal on the intranet

Cisco Collaboration Project /Desktop Support 6/29/2016-7/12/2016

-Coordinated moving users to Coach’s new facility

-Coordinated application installation of Web-Ex and Cisco Jabber software to user’s desktops

-Provided post move support; Outlook, Web-Ex, Jabber and Jabra Evolve headsets.

-Provided support for both Windows and MAC’s (80% MAC environment)

-Document software troubleshooting and resolution steps on Coach’s Intranet

Prysma Technologies New York / New Jersey 9/2015 – 6/2016

Systems Administration / Project Management

-Provide onsite and remote MAC / Desktop / Windows 2008R2 Server support to end users of all levels at various sites in N.Y., N.J., and Pa.

-Supported On /Off boarding process

-Provide application support and documentation

-Report to Service Managers on a bi-weekly basis

-Proactively recommended / QA upgrading existing software, hardware and/or new technologies

-Provide both internal / external MAC’s

Gap, Inc. Fishkill, N.Y. - Contract 3/2015 – 6/2015

Gap Inc. is a leading global retailer offering clothing, accessories and personal care products for men, women and children under the Gap, Banana Republic, Old Navy, Athleta and Intermix brands.

Systems Engineer - Supported/ Monitored the Gap's East Coast Distribution warehouse for the following;

-ESX 5.1 / Windows 2008 R2 Virtual Servers

-Windows 7 Dell PC's, WYSE terminals, WMS stations

-Using Hp Radia Client Automation software imaged and deployed updates to Dell Laptops

-Created / Deleted Accounts on Avaya PBX.

-NCD 200/400 X-Terminals

-Warehouse Management Software (WMS)

-Attachmate Extra - Terminal Automation Software

-Motorola Symbol Bar Code Scanners

-Motorola handheld ring scanners

-Avaya Site Manager for phone systems

-Crisplant Conveyor Systems

-Dematic conveyor sortation systems

-DataMax 4206, 4208 and 4212 label printers

-Zebra QL 420+ label printers

-Used Service Now ticketing system to keep track and develop system to resolve repeated incidents

Stamford Hospital Stamford, Ct. - Contract 2/2014-6/2014 and 2/2015-3/2015

A hospital that specializes in cancer care, heart services, orthopedics and women's health. Stamford Hospital is a major teaching affiliate of the Columbia University College of Physicians & Surgeons.

Associate Desktop Support/Systems Administrator-Level II Support

-Deploy / Assist with monthly desktop and server OS and application patching and upgrades

-Contribute documentation to the support knowledgebase

-Provide on-site support for Help Desk issues related to hardware, OS, peripherals and telephones

-Prepare, test, and install new Dell Desktops, WYSE and Thin Client devices as pertained to standard deployments or upgrades as part of a desktop refresh initiative.

-Provide technical assistance to projects as assigned

-Supporting Customer Service project activities aimed at improving procedures and processes as well as anticipating end user’s needs

-Perform other related duties as assigned or requested in order to maintain a high level of service and Asset Management

Itau Unibanco New York, NY - Contract 7/2014-1/2015

Itaú is an international bank with operations in the Americas, Europe and Asia, providing services in a wide range of business segments.

Associate HelpDesk Analyst

-Incident classification, prioritization & escalation process

-Update users & IT Team of ticket resolution progress

-Escalate support tickets when appropriate to IT staff and according to the defined SLA’s

-Proactive and Self-Managed on all Help Desk matters

-Total ownership of Help Desk Service Center: proactive approach and open communications, follow-up on notifications for issues. Report to management on SLA’s, ticket volume, issues and overall performance.

-Analyze service call history, identifying re-occurring issues leading to permanent solutions to get best results.

-Maintain an updated ticket queue and knowledge base in Jira/Confluence.

-Asset Management: Track and maintain computer hardware.

-Create and maintain Call Center documentation: maintain clear documents/instructions on service procedures & policy, contact information and guidelines addressing the proper protocols for superior operation of the Help Desk Service Center

-Installation, Configuration and Technical Support: for Desktops, WYSE Terminals, Laptops

and ClearCube Blades, Office equipment (printers/copiers/faxes/scanners)

-Mobile support for users accessing the network through Cisco VPN \ Citrix sessions \ Remote Desktop

-Setup and manage internal and external video conference meetings, Audio/Video support for Polycom and Cisco Telepresence devices

-Manage user accounts and systems administration in Active Directory (Windows Server 2003/2008)

-Update Windows workstations via Tivoli

-Coordinated internal desk moves and office relocations with Facilities team and Infrastructure

-Support On-boarding / Off-boarding process and administer global procedures

-Administration, Configuration and Support of Symantec Enterprise Vault

-Created accounts via Cisco Call manger

-Administer tape backup and restore functions (Backup Exec) and maintain off site rotation with Iron Mountain

-Direct business partner with Itau’s ‘Asset” group by coordinating system/software updates, software/hardware troubleshooting and proactive in hardware and software QA and deployment.

-Supported Blackberry’s, iPhone’s, iPads, Mac Books and other BYOD’s.

-Supported Bloomberg, Charles Rivers and Reuters applications.

Markit Group New York, NY 6/2009 - 4/2013

A leading, global financial information services company providing independent data, valuations, and trade processing across all asset classes.

Assistant Vice President Desktop Support/Systems Administrator-Level II Support 1/2011 – 4/2013

-I was the direct business partner for the Equities and Clear Par products providing 24/7 support in Dell desktop, Hp Windows’s servers and VMware support as well as any application issues in QA and Production upgrades.

-I provided Tier II Desk side support to the NY employees and remote support to 3000+ international end users across the US, Europe, and Asia; led training sessions on processes via Web-Ex and Glance.

-Using IBM Tivoli I developed corporate Windows Security patching system; managed patching of 3000+ global servers, PC’s and virtual machines each month.

-In collaboration with other teams; performed the strategic build-out of new IT infrastructure, organized virtualization of servers, consolidation and integration of offices, contributing to the reduction of the datacenter footprint

-Deployed standard Windows XP PC‘s and Windows server builds using VMware, Altiris, Acronis, and ILO technologies.

-Along with the Service Desk and various products; administered successful migration from Windows XP to Windows 7 using Altiris and Acronis and also post migration support from the normal end user to the Executive level.

-Strong knowledge of Windows Terminal Servers (Win2003 and Win2008), Windows XP and 7

-Created and implemented ‘Change Control’ tickets as per ITIL guidelines.

-Registered, deployed Cisco VoIP phones using Cisco Call Manager.

-Created numerous ‘How to’ documents on standard PC, server builds, Terminal server clustering, application packaging, and deployment verification on the company’s Confluence pages.

-Performed Systems Administration; creating users, OU’s, proactive PC/Windows server maintenance, Created GPO’s.

Associate Window Desktop Support / Windows Server Analyst 6/2009 - 12/2010

-Created “Welcome” package with instructions for the new end user and ‘How to documents’ for new or relocated users gaining access to other various network resources.

-Researched and resolved server and desktop related issues within SLA; studied and evaluated new technologies for integration into the infrastructure.

-Planned and implemented the global decommission of the Symantec Livestate Servers and associated services on PC’s.

-Performed Windows Server maintenance onsite in the datacenter.

-Organized employee relocations of PC’s and installation of hardware switches and servers through collaboration with Windows Server and other teams.

-Performed Systems Administration; creating users, OU’s, proactive server maintenance, GPO’s, Provided Audio/Visual support for WebEx and Meeting Zone for conferences.

-Provided Windows 7/Windows Server support from end users to Executives.

-Supported Blackberry’s, iPhone’s, iPads, Mac Books and other BYOD’s.

Pro4ia, Inc. New York N.Y. July 2006 - June 2009

Consulting Services – Desktop/Server Support MACS Project Management

Markit Group, The Hartford (Indianapolis, Indiana), Morgan Stanley, American Express, ICap, Shopping .com, E-Trade (NY/NJ/Boston) and other medium sized businesses’.

-Worked with GC’s and was involved in the coordination of various vendors/contractors for new office builds, Data Center builds, cable pulls, and patching, etc.

-Managed 30+ technicians at any given time that were responsible for the relocation and reinstallation of all computer related hardware and other peripherals.

-Managed day-to-day MAC’s and large scale relocations for Institutional and

Retail divisions of Financial Institutions.

-Other responsibilities included budgeting, surveying, estimating, scheduling,

logistical planning and vendor management leading up to relocations and / or moves.

-Rack and stack Core Switches, Switches, Hp Storage Units and server’s intra-office and in datacenters.

-Provided dad to day Desktop / Server Support and Administration for Pro4ia customers.


Software: MS Office Suite, MS SCOM, Blackberry Enterprise, Acronis, Norton Ghost, IBM Bigfix/Tivoli. Symantec: End Point Enterprise Antivirus, Enterprise Vault, Altiris Deployment Solution, Netbackup, PBX’s, Cisco Call Manager and Avaya.

Hardware: Hp DL/BL servers, Printers, ClearCubes, Dell/Hp PC’s, Thin Clients – WYSE Terminals, Cisco switches, Wireless Access Points and various other hardware.

Operating Systems: Microsoft Server 2003-2008R2, Microsoft Win7 – Win10, ESXi 4.1- 5.1, Novell 5.0, MAC OSx


-Microsoft Certified Professional

-OSHA 10, 30 and 40 Hazmat (for new office construction)

-Currently seeking ITLv.3

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