Office Customer Service
Resume:
Christopher Morgenthaler
***********.************@*****.***
Objective
My goal is to provide years of my extensive tech knowledge, paired with strong customer service, teamwork and great communication that will support any IT department.
Work Related Skills
Unsurpassed in Customer Service
Self starting, with minimal direction needed
Excellent research ability
Emphasis on solving problems
Able to prioritize and accomplish tasks in an accurate and timely manner
Work Experience
March 2020 – June 2020 Glasser Tech LLC Hicksville, NY Senior IT Engineer
Remote Support of 200 plus Law Firms across Nassau and Suffolk counties via ConnectWise Ticketing System & ConnectWise Control Remote Support Software
Azure Sync and Office 365 Administration
StorageCraft Cloud Backup Solutions (Running and monitoring backup jobs)
WatchGuard Firewall & SSL Remote VPN creation
MFA Authentication enrollment setups
Remote training for VC setups and account creations (Zoom & Microsoft Teams)
Group Policy modifications / remote management
FEB 2017- FEB 2020 Kobalt Music New York, NY Senior IT Support Engineer
Windows Server/AD/Exchange Management (Physical, VM) recently migrated to GSuite
Remote assistance, including international support (phone, email, shared desktop)
Jamf Casper suite (CCA), Server and Client
Managed a team of 3+ IT Support Engineers
Actioned new hire & termination policies and procedures
Mixed Mac & PC environment. (Parallels)
Administer domain, (Active Directory, DNS, DHCP, DFS, etc.)
Administer Google APPS, Google Admin Console, OKTA, ZOOM & SLACK
Administer Mitel Phone System and Desk phone Setups
Training staff on SLACK & ZOOM Video Conferencing system
Tasked to procure IT hardware for U.S. offices
Negotiated MSP contracts to ensure the best speed & lowest price possible
Maintained Mobile AT&T & Verizon Accounts to ensure lowest monthly cost possible.
Office Travel when needed
Assisted our U.S. and Canada offices in New York, Los Angeles, Nashville, Miami and Atlanta as well as Toronto
MAY 2016 - DEC 2016 Wasserman Media Group New York, NY Manager of IT
Lead for all IT related hardware, software and networking issues for the New York Office
New hire & termination of user accounts
Mixed Mac & PC environment
Administer domain, (Active Directory, DNS, DHCP, DFS, etc.)
Administer & employee training on KISI, SLACK, Google APPS, Google Admin Console & ZOOM
Administer & build Windows Server 2012 r2 servers
Managed two New York offices along with 2 technical analysts
Managed Office 365 e-mail, network and phone systems
Oversee vendor contract negotiations for all new computer equipment
March 2015 – May 2016 The Gersh Agency New York, NY IT Manager
Desk side, Remote, Phone & Executive Support for 125+ end users
Serve as the sole owner for everything IT in the New York Office
Administer domain, (Active Directory, DNS, DHCP, DFS, etc.)
Completed Office 2010 to Office 2013 / 365 migration
Setup Video Conferencing unit for NY & LA communication
Administer E-mail (Office365), network (routers, switches), phone system (Avaya)
Installed professional Wi-Fi System Aruba Networks and heat mapped the New York office
IT purchases for the New York office & maintains vendor relationships
Manage/test disaster recovery plans and power redundancy for agency
Oversee vendor contract negotiations for all new computer equipment and software
Manage the day-to-day operations of the information technology
department for the New York Office
OCT 2013- March 2015 CAA New York, NY IT/Helpdesk Team Lead
Offered high standard customer service to the end user also including C level executives
Desktop imaging, support, and troubleshooting
Escalated OSX support (jamf software, Casper)
Project Management, Product Management
Cloud storage migration and support
Windows server, Exchange and AD/DHCP/DNS support
Cisco network and server (clustered ESX) support
Supported Remote users in several US/International Offices
Average of 50+ tickets daily via Service NOW ticketing system
BOX / BOX Sync / BOX Edit. (Cloud Storage)
Migrated 300 plus users over to Office 365
OCT 2012 – OCT 2013 Cohen & Gresser LLP New York, NY System Administrator
Performed end user support for all things hardware and software related for 200+ users
Supported Microsoft Office 2010 and Office 2003
Worked in a VmWare environment creating VM's and maintaining performance
Supported all types of mobile phones from IOS to Android
Migrated users from Office 2003 to 2010 via Exchange Migration Tool
Managed all communications regarding hardware setup for all employees
Supported Citrix XenServer & XenApp
Managed the procurement and asset management of all stock and live hardware
Setup conference rooms with appropriate equipment as needed
Performed liquidation of old computer equipment, which was donated to Vietnam Veterans of America
Upgraded the firmware for the Cisco Wireless Controllers
Worked on updating Elite Database by coordinating with Thompson Reuters for the firm
JAN 2010 – OCT 2012 Sullivan & Cromwell LLP New York, NY Hardware Support Specialist
Supported Microsoft Office 2010
Supported all mobile devices from IOS to Android and some Blackberries
Support end users with all things hardware and software including desk phones for 200+ users
Coordinated all hardware setups for associates in a timely manner
Setup many case rooms with 25+ computers per case regularly
Managed and instructed interns yearly
Managed all hardware for a yearly liquidation
Supported asset management using Oracle PeopleSoft Enterprise
Efficient in using BMC Service Desk Express for creating and closing tickets
Collaborated with Network Infrastructure to replace and add Cisco switches
Ensured that every system is encrypted using McAfee Endpoint Encryption
FEB 2007 – JAN 2010 Thornton Tomasetti, Inc. New York, NY Technical Support Specialist
Microsoft Office 2003 and Exchange Server 5.5 maintenance and support
Used Numera Footprints Ticketing System to keep track, log data and service customers
Supported 800+ End-Users in numerous locations such as: Boston, Chicago, Dallas, Denver, Los Angeles, Hong Kong, Shanghai, London, Abu Dhabi & Dubai
Customizing high performance boxes for CAD operators and Structural Engineers using remote installation services
Daily end user support with hardware, software and phone issues
Supporting AutoCAD, Revit Structure, SAP and ETabs Applications
Data inventory of all new and legacy computer equipment in facility
Group policy management in Microsoft Windows 2003 server
Active Directory User and Computer Management
Microsoft Exchange Server Administration
Configuration and maintenance of Oce Reprodesk products
Performed beta testing on software and hardware before going live
Set aside time for new hire orientation on all things tech plus go over IT Policies
Provide training on company policies regarding technology and security of crucial data
Help setup our London office with workstations, network and servers for 20 employees
Project managed the move of the Chicago & Ft. Lauderdale offices IT Hardware and Datacenter Infrastructure
Education
Pace University Master of Science – May 2007
Pace University Bachelor of Science – May 2009
Certificates
JAMF Software 9.2 Essentials
JAMF-Certified Casper Administrator
JAMF Certified Casper Technician
Interconnecting Cisco Network Devices 1
American Management Association: Customer Service
Certified StorageCraft Engineer
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