Technical Support Manager

JASON PAGÁN

Cellular: 917-***-****

Email: **.******@*****.***

LinkedIn: https://www.linkedin.com/in/jasonpagan

SUMMARY OF QUALIFICATIONS

Technical Support Manager for direct reports, outside vendors, and technology across four campuses in two boroughs. Using Agile Methodology, metrics, and life cycle, offering options for optimal performance, acquiring new talent, and technology reporting all progress and influence on stakeholders and upper management

PROFESSIONAL EXPERIENCE

HCL America Inc. New York, NY May 2022 - Present

Contractor, Deskside Engineer III for PepsiCo, Westchester, NY

User Management

• White Glove remote (via Quick Assist/Zoom/Bomgar) and in person Support for Senior VPs, Executives + above & their Admins

• Support Executives/Admins on new/existing proprietary/commercial Hardware/Software, on premises/remote support with Cisco AnyConnect and RSA for VPN remote connection

• Train Executives/Admins on new/existing proprietary/commercial applications on both laptops/cellular/tablet devices

• Password resets/lockout Supported via Aruba ClearPass/AirWatch/Active Directory

Backend Responsibilities

• Laptops reimage and configuration

• Assist other departments with testing & troubleshooting

• Train new contractors of responsibilities of their position

• Manage Master spreadsheets containing Executive and Admin equipment information

Technology Management

• Lenovo Laptop management purchase, setup, configure; Shell swap for hardware repairs required by outside Warrantied support via Vender

• Monitor setup troubleshoot

• Apple products (MacBook Pros/iPads/Apple Watches) Manage via Configure/Reconfigure, and troubleshoot products for use

• Setup and Manage Mi-Fi and international plans for Executives during their traveling dates

• Asset Management tracking, inventory, and proper disposal – Litigation hold if necessary

• Service Now (SNOW) Ticketing system via ITIL

• SLA for Vender ticketing Management; OLA for internal PepsiCo ticketing Management

Vender Management

• Via Lenovo’s website, schedule technicians and clear them to come for onsite Warranty Support

YESHIVA UNIVERSITY, New York, NY 2016 – 2022

Technical Support Manager September 2021 – February 2022

Team Management

• Responsible for IT operations, daily management, strategic planning, leadership for Yeshiva University

• Direct and coordinate a team of tech support and AV specialists

• Perform end-user satisfaction surveys. Develop action plans to address areas which need improvement

• Define manage Service Level Agreements (SLA)/Operational Level Agreements (OLA) outlined in IT contractual agreements

• Develop performance measurements framework.

• Facilitate feedback to my team on issues such as customer service, communication, technical skills.

• Develop training plans for technical support team

• Document and maintain Standard Operating Procedures ensuring efficient and consistent resolutions

• Manage Time schedule manually while outside vender (Kronos) was completely down

• Individual meeting with each team member noting Day-To-Day work, project(s) progress, and training keeping up with technology

• Type up Knowledge Base articles for standard “How To” and Technical Specifications for procedure & protocol

• Responsible for resource and time management for the day-to-day tasks and projects of the Tech Support Team

Technology Management

• Analyze situations and determine resources needed to solve them

• Analyze, record, track software/hardware issues regarding networking connectivity issues, printers, servers, applications

• Manage all classroom technology across the University with Extron/Crestron mix knowledge

• Implement Desktop standards; best practices used throughout I.T.S. via ServiceNow ticket management system

Project Management

• Oversee creation of clear process documentation and inventories

• Breakdown projects into small tasks with attainable timelines for on-time deliverables

• Team Scrum Meetings outlining in pieces events and projects in stages

• Outline in clear text the project(s) state, (observe, plan, design, Implement, Monitor)

• Report ongoing project status

• Partner with Systems and Network teams to manage critical situations and incidents proactively and reactively

Vender Management

• Negotiate Hardware/Software, Contracts, delivery dates and Installation(s), Warranties and post install support and cost scope

• Using Agile & Life Cycle as with all other projects, I integrate venders assigning pieces at a time for overall on time deliverables

YESHIVA UNIVERSITY, Bronx, NY September 2020 – September 2021

Senior Technical Support Specialist

Resnick Campus Team Supervisor

• Trained and Supervised 3 members of the team on the Resnick campus for a complete understanding of the sites needs for proper support

• Assigned Service Now tickets

• Assured P1 issues were addressed by myself and/or my team

• Adhere to all Key Performance Indicators, Operational Level Agreements, Process & Procedures, Service Level Agreements

• Ensure adequate vacation/sickness backfills & work with manager regarding leave of absence requests

• Create a cohesive team environment through consistent management

Vender Management

• Liaise with third party vendors:

- The Air Conditioning CRAC Units; Power consumption and proper maintenance for continuous use as it is a hospital environment

- Server(s) onsite support/repair and/or replace as outlined via the Warranty agreement(s)

- Dell and Apple Desktop/Laptop/tablet support/repair and/or replace as outlined via the Warranty agreement(s)

- IBM SAN Warranty Support for faulty drives and maintenance as outlined via the Warranty agreement(s)

JASON PAGÁN

Cellular: 917-***-****

Email: **.******@*****.***

LinkedIn: https://www.linkedin.com/in/jasonpagan

PROFESSIONAL EXPERIENCE (Continued)

YESHIVA UNIVERSITY, Bronx, NY September 2020 – September 2021

Senior Technical Support Specialist

Server and Networking Support

• Addressed Server front end support and issues, mapping drives, recycling power, running antivirus

• Backup and Retrieve Data via on Premises Digital library Tape Drive Server Management via Veritas

• Front End Networking; Cable Crimping; Cable Management; Tracing/Connecting/Managing Network Patch Cables

• Katz school of Arts and Sciences; Katz Programs on Bronx Campus were Physician’s Assistant & Occupational Therapy

• Training Faculty/Staff/Students in various areas for ease of day-to-day activities needed for a smooth and successful teaching/learning environment via Remote During the COVID-19 all non-essential work from home, remote work from home pandemic

Day-To-Day

• Managed all aspects of IT on Premises. Support included but not limited to Faculty/Staff, Student/Classroom, Networking/Server, A/V, Remote (Teaching/Learning/Office) for the Ferkauf Graduate school of Psychology with the Barnes Psychology Clinic and Library

• Assist other campuses’ special events for technical support

ELLUCIAN Reston, VA December 2017 – September 2020

Technical Support Specialist for YESHIVA UNIVERSITY, Bronx, NY

Day-To-Day Support

• Provide support for all Classrooms, Offices, the Barnes Clinic, the Library, and Remote support

• Provide end-user training where required

• Audio and Video support for conference meetings, lectures, classroom support

• Front-end support Campus Area Network (CAN), Metropolitan Area Network (MAN), Wide Area Network (WAN), Local Area Network (LAN)

• Support Board of Directors, President, Provost, Vice President, Deans, Professors, Classrooms, Students, Faculty, Staff

• Manage, report and complete all special projects

• Created and updated Images for Desktops and Laptops via SCCM

• Provide remote Support for all Student body, Faculty and Staff

• Provide support Extron Smart board and Owls for remote instructions and conferences

Networking and Server

• Back up and Retrieve Data via on Premises Digital library Tape Drive Server Management via Veritas

• Data Center Power consumption management

• Wi-Fi troubleshooting

• Front End Networking; Cable Crimping; Cable Management; Tracing/Connecting/Managing Network Patch Cables

OperationIT, New York, NY October 2016 – December 2016

Academic Computing/Desktop PC Support Specialist for Yeshiva University, New York, NY

• Created and updated Images for Desktops and Laptops via Ghost and Altiris

• Interviewed, trained and managed work-study students

• Setup Audio and Video equipment for conference meetings and lectures

• Manage all aspects of PC and Mac computers

• Support Board of Directors, President, Vice President, Deans, Professors, Classrooms, Students, Faculty

CompuFORCE, New York, NY December 2016 – December 2017

United Nations UNICC, New York, NY

Information Management Associate in ICC BSC DPKO dept.

• Performing Service Desk activities as defined in the applicable SLAs and related OLAs

• Log service calls via iNeed, emails from end-users, systems events

• Processing Work Orders assigned to the team

• Prioritizing, analyzing Manage user issues, escalations according to Standard Operating Procedures

• Provide remote via Go To Assist and On-Site support where required resolve user issues

• Provide end-user training where required

• Ensure seamless hand-over of work across shifts, time zones, Countries

• Contribute to Knowledge sharing providing training to colleagues updating the Knowledge Database

• Work using ITIL & ISO 2600 standardizations to resolve issues

CABLEVISION/Altice, Bethpage, NY 2007- 2016

Field Service Analyst EIT- End User Computing Services,

Support area by State: NY & CT

Bronx, Brooklyn, Westchester County, Rockland County, Duchess County - NY

Stamford, Norwalk, Bridgeport, Shelton, Stratford – CT

Day-To-Day Support

• Primary Point of contact for IT Consultants for my area for Day-To-Day Support & Projects

• Multi Level Desk Side, Remote Support via Cisco’s VPN, RSA token, LogMeIn, GoToAssist

• Update, maintain Asset Center database for Hardware, only licensed Software are installed, managed via Microsoft SCCM

• Re-image, migrate, install, configure Software via Microsoft SCCM

Supervisory Support and Projects

• Bata Test Windows 10 within the Cablevision Environment application usage, errors, User Restrictions

• Liaise with Vendors testing software and equipment for proper departmental needs and costs

• Assure SLA metrics, ITIL Corporate Standards, best practices are met

• Record progress of all Consultants’ work to its resolution via Service Now

• Assure licensing agreements are in compliance via Service Now, GWI Asset Center Management

• Record progress of all Consultants’ work to its resolution via Service Now

Networking

• Trace connectivity from Desktop/Laptop to wall plate to Network room (IDF closet/IDF room)

• Front End Networking; Cable Crimping; Cable Management; Tracing/Connecting/Managing Network Patch Cables

JASON PAGÁN

Cellular: 917-***-****

Email: **.******@*****.***

LinkedIn: https://www.linkedin.com/in/jasonpagan

PROFESSIONAL EXPERIENCE (Continued)

TECHNICAL SKILLS

ION COMPUTER SYSTEMS, Hauppauge, NY 2006 – 2007

Consultant, Information Technology Support

Various Assignments:

Ziff Brothers Investments, New York, NY

Cablevision, Bethpage, NY

Radio City Music Hall, New York, NY

Madison Square Garden, New York, NY

Time Warner Inc., New York, NY

Synapse (A sister company of Time Warner Inc.), Stamford, CT

• Inventory wipes and recycle Servers for Hewlett-Packard’s recycling discounts program.

• Desktop support and Asset Management via Remedy

• Support various Proprietary and Commercial Applications and Hardware products

• Assure SLA, Corporate Standards, Best Practices, and licensing agreements are met

• Stack, Rack Test Servers with cable management, assure pre-OS install, configure AD OU

LOEWS CINEPLEX ENTERTAINMENT, New York, NY 2000 – 2006

Senior Systems Support (2005 – 2006)

LAN Analyst (2001 – 2005)

Internship, Help Desk (2000 - 2001)

• Assistant manager for helpdesk department

• Interview, hire, train, administer and supervise all helpdesk responsibilities for interns

• Created, updated and escalated customer related issues via Remedy

• Desktop, Laptop, Printer, and Network support troubleshooting hardware, software issues

• Detect, research, and promote security standards

• Drafted operating procedural instructions for performing PC, Network diagnosis, repair

• Instructed home office customers on proper usage of software and hardware equipment

• Maintained inventory of PCs, Laptops, and Printers, and supplies

Operating Systems:

Mixed Microsoft Windows and Server environments, MS Active Directory/Azure, Front end Microsoft Exchange Support, Basic MAC knowledge

Software

Commercial

Proprietary Web-based

Most apps managed via Microsoft SCCM

Encryption

Novell 32bit Client

Novell ZenWorks

Check Point Endpoint Encryption

Asset Management

System Center Configuration Manager

GWI - Asset Center Management

Vendor Management

3rd party products, Services, License agreement, Management compliances, Hardware, Software

Hardware

Desktops/Laptops

Printers/Plotters

Switches/Routers/Wi-Fi/Mi-Fi

Smart Phones/Tablet Devices Monitors/Projectors

Extron Smart Boards/Owls

Application Repository

Microsoft SCCM Implementation

Dell's Kace

Novell's ZCM

Altiris

Networking

Setting up Networks via LAN/WAN/VPN/Wi-Fi/Mi-Fi

Cable Management

Ticketing System

Service Now - SNOW

Remedy

Unite iNeed

Video Conferencing

Microsoft Teams

Zoom

Owl Pro

Extron/Crestron

WebEx

PolyCom

Remote

Tools

Microsoft: RDP/LYNC/Skype/Teams/SCCM/Quick Assist

Go-To-Assist

Symantec; PC Anywhere

Dameware Development

BeyondTrust Remote Support: Bomgar

EDUCATION

Certifications: Degree:

CompTIA Network+ 2006 Pace University Networking class 93 GPA

CompTIA A+ 2006 Kingsborough Community College

Liberal Arts Associate Degree (AA) June 1997

I do not require papers to work in the USA. I am willing to travel as needed. My passport is currently up to date. I am also willing to offer alternative solutions as a means of cost savings alternatives. I will listen and adhere to upper management's requests and follow along with the “Bigger Picture” even when it’s not expressly offered to me.

Contact this candidate