Desktop Support Manager

American University of Beirut (AUB) IT Manager ***7-Present

Responsible for supervising the day-to-day operations of the North America service desk.

Manage team of five desktop technicians working in remote locations throughout the U.S.

Provide executive level support to University President, Secretary of the University and

Chairman of the Board at the New York office.

Creating and managing escalation procedures and ensuring service levels are maintained.

Documenting, tracking, and monitoring problems to ensure resolution in a timely manner.

Produce and require performance and status update reports.

Perform problem analysis.

Serving as a point of escalation for team and customer issues.

Ensuring service desk documentation is properly maintained and updated.

Providing coaching, training, and guidance to the team and user base.

Maintain vendor relationships and serve as main point of contact. Review current contracts, renegotiate, and terminate as needed.

Coordinated project on migration of workstations to new domain, software & hardware upgrades, migration to Office 365 and staff training on usage of OneDrive, SharePoint and Teams

Migrated file server shares to SharePoint sites.

Manage all computer, network, audio visual, video conferencing, mobile devices and phone systems.

Manage SaaS back-office apps (primarily Office 365, some G-Suite, Slack, Zoom, LaserFiche, Banner).

Manage multiple high impact projects.

Mobile device and smartphone management and support for IOS and Android devices.

Administer SharePoint sites and OneDrive for Business.

Procurement of all necessary equipment.

Manage audio-visual equipment for video conferencing and global events.

System administration for a mixed Mac (20%) and PC (80%) environment.

Collaborating with IT teams in the U.S. and Beirut, Lebanon to keep systems running and synched up.

Conduct on-boarding and off-boarding for all employees.

Facilitate equipment, services, and software purchases and implementation; and manage inventory and licensing reconciliations.

Work with TeamDynamix ServiceDesk software for ticket management and incident escalation.

Maintain SLA timeframes set forth to user base.

Frog design, Inc. Desktop Systems Lead / Studio IT Manager 2005-2017

Responsible for all IT support needs in New York studio.

Managed desktop group spread out throughout U.S., Europe and Asia.

Provided coaching, training, and guidance to the team and staff.

Monitored and tracked team attendance, adherence, and availability.

Served as escalation point and provided guidance for support to C level personnel, Executive management and Creative Directors based in NY.

Provided network, server, telephone, audio/visual, video conferencing and desktop support to 100+ local users and 400+ remote users.

Responsible for coordinating and managing assigned team members.

Acted as an escalation point for the team.

Worked in a mentor capacity to assist, improve, and implement process improvements for the team.

Worked in a team lead capacity while providing guidance and support for operational issues.

Oversaw ticket submissions, escalations, and open issues in the service desk area.

Interacted with other IT teams, business units, and technology vendors and partners.

Managed the escalation process and coordinated with other IT groups.

Advised studio leadership on process changes needed to meet service level agreements.

Assisted in the development and maintenance of standard operating procedures.

Managed the team's schedule to determine adherence, attendance, and availability performance.

Made recommendations to management on coaching opportunities for team members depending on need and/or abilities.

Monitored team performance and performed service quality audits.

Assisted with service desk in an analyst capacity by processing issues for customers when needed.

Led team who supported six distinct groups of users in a mixed Mac and Windows environment with varying degrees of experience, knowledge and technical needs, both locally and remotely.

Administered Windows 2012 Servers running file, print and Active Directory services.

Worked with vendors to maintain, service and negotiate purchased or leased services and equipment.

Managed network user accounts, groups and resources using Windows Active Directory.

Created and managed Exchange mailboxes for new and existing users.

Managed Cisco Contivity client for creating and managing VOIP accounts and voice mailboxes.

Configured and deploy Cisco 8945 VOIP desk phone sets.

Worked with IT Procurement to purchase equipment, software, peripherals, etc.

Using purchase requests.

Set up and managed conference room equipment

Maintained computer equipment and software licensing inventories.

Columbia University Medical Center Sr. User Services Consultant 2000-2005

Provided desktop support to Columbia University Medical Center departments supported by ITS servicing over 6000 users.

Used Remedy tracking system for trouble ticket management.

Troubleshooting and addressing all email, network connectivity, hardware, software, and printing issues on Windows and Macintosh computers.

Supported for Exchange clients on Outlook Professional and Outlook Web Access (OWA).

Installed and configured computers, printers and various hardware devices.

Utilized Symantec Ghost from a dedicated server and DVDs for imaging computers locally; using multi-cast for imaging various machines simultaneously.

Supported of various Personal Information Managers (PIMs) incl.

Palm Tungstens, Zires, Treos and Pocket PCs.

Acquired IP address for various devices (PCs, Macs, laptops, PIMs, printers) for TCP/IP network connectivity.

Data transfers, Data recovery from deleted documents, formatted hard drives or virus affected documents.

Supported workstations in a Windows 2003 Active Directory, as well as clients logging into Novell servers.

System administrator of Citrix Metaframe XP Server Farm and Windows 2000 Terminal Server.

Dell Warranty Support certified.

Appointed as point person for getting parts that are still on warranty from Dell.

Installed and configured operating systems (Windows XP/2000, Mac OS 9-X.3.x, Linux), applications, email programs, corporate calendars, anti-virus, firewalls, vpn, host intrusion detection (HIDS) software, ad-ware and spy-ware combatant software.

Troubleshoot network connectivity issues, determine source of problem & take proper steps to correct it.

Supervisor of desktop support team for CAIT which supports and maintains all computer classrooms, labs and Office of Scholarly Resources department administration workstations.

Overall support of 1000+ workstations of which 30% are Macintosh machines.

Network analyst responsible for the support, monitoring, testing, and troubleshooting of network connectivity issues in student residence halls on behalf of CORE Resources.

Education

Columbia University School of General Studies

Undergraduate Program

Two years total, no degree. 3.5 GPA

Certifications

Axelos

ITIL v3.0 Foundations

ITIL Foundations Certified

Microsoft

Systems Adoption Specialist CLD277x

Microsoft Certified

Apple

Apple Certified Macintosh Specialist

Apple Certified

University of Washington

PM-IT-001: Strategic Applications of IT Project and Program Management

Certified

Columbia University School of Continuing Education

Computer Technology Applications

CTA Certification

Languages

English, Spanish

Compliance Training

Health Insurance Portability and Accountability (HIPAA)

General Data Protection Regulation (GDPR)

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