James Gilabert

New York, NY ***** • 646-***-**** • adwc8j@r.postjobfree.com

https://www.linkedin.com/in/jamesgilabert/

Senior Escalation Support Engineer

Providing continuous and high-quality support to end-users

Senior IT professional with substantial industry experience. Proven success in managing IT support operations to meet and exceed organizational goals. Expert in a range of IT service management platforms and tools. Resourceful in inventory management and control to decrease costs. Adept in defining customer requirements and needs. Knowledgeable in infrastructure networks and servers. Excellent time management skills.

Core Competencies:

IT Support and Services

Technical Project Management

Issue Ticketing Systems

Executive Communications

Equipment Inventory and Maintenance

New Venture Business Development

IT Infrastructure and Operations

Networks and Servers

End-User Training and Experience

Customer Service Excellence

Troubleshooting and Issue Resolution

Audio/Visual Support for Conference Rooms

Professional Experience

AMTEX (Client: NYC School Construction Authority), Queens, NY

Field IT Support Technician, 03/2023 – Present

Tracked and monitored all new remote support ticket requests. Deliver hardware to all new construction development sites throughout the NYC’s five boroughs. Provide onsite technical support for initial setup and network infrastructure.

Selected Contributions:

●Developed detailed Knowledge base (KB) documents on new software rollouts and how to install them identically.

●Assisted with high-priority tickets (P1/P2) investigation and resolution on an On Call and rotation basis.

●Utilized FortiClient’s VPN while working remotely to enter sensitive information into the company’s databases.

●Provide remote support to remote users using the ‘Go to Assist’ platform.

●Utilized Cisco’s Identity Services Engine (ISE) to enter a Construction sites IP Address to configure network equipment to interface with the main offices firewall and resources.

●Maintain accurate information in SCA’s Ticketing platform ‘Salesforce: Remedy Force’ about each site’s configuration setup.

Compass MSP (Client: Firmenich Inc.), New York, NY

Senior Support Engineer, 11/2021 – 10/2022

Issued, tracked, and monitored all new ticket requests. Delivered onsite technical support to Research & Development sites in several New York Metro areas. Provided customized IT services to C-level executives including Audio/Visual support for large conference rooms and configuration of mobile devices for trips abroad.

Selected Contributions:

●Performed Equipment approvals through Service Now for orders to be delivered on time.

●Released applications and updates to specific user groups and remote users in other locations through SCCM.

●Developed detailed Knowledge base (KB) documents on new software rollouts and how to install them identically.

●Assisted with high-priority tickets (P1/P2) investigation and resolution on an On Call and rotation basis.

●Responsible for updating SharePoint Sites with the most frequently referenced knowledge base document.

●Worked closely with help desk managers in cross-training and the development of operational procedures.

●Utilized Intune and Autopilot to deploy applications to new PCs and MACs and encrypted them as well as Mobile devices so that they could receive the company policy and access to internal applications.

●Utilized Active Directory to reset a user’s password, verify a user’s rights and assist users with gaining access to network folders using ServiceNow Service Portal.

●Provided ‘White Glove’ A/V setup and support for executives and all external clientele meetings using Zoom, WebEx, and M.S. Teams

Turner Techtronics (Client: 20th Century FOX - FOX Networks Group), New York, NY

Executive Support Engineer, 12/2016 – 07/2021

Provided remote IT support to 200+ executive users in the NYC metropolitan area and other remote locations for FOX, FX, National Geographic (Nat Geo), and YES Network. Worked with managers to source and procure new technology and equipment. Provided ‘White Glove’ IT and A/V support to various groups of C-Level Executives in different departments.

Selected Contributions:

●Lead a team on several projects “Windows 7 to 10 migration”, server room switch upgrades, and monitor swaps.

●Delegated new ticket requests as the lead tech to any location in the metro area.

●Assisted with FOX’s IT Service Bar to attend to the early morning shift of users on highly traffic floors.

●Utilized Active Directory to reset a user’s password, change a user’s groups and verify a user’s rights.

●Provided A/V support for large conference rooms and assisted with presentations to potential clients.

●A/V setup and support for executives and all external clientele meetings using Zoom, Webex, and M.S. Teams

●Actively contributed to testing and webinars for new product launches and releases.

●Rolled out Macs using JAMF and used the JAMF console to verify the device’s OS and Application Version

●Developed Knowledge base (KB) documents for other technicians on new technology resolutions and procedures.

●Helped managers define and fulfilled client requirements via weekly meetings via the Service Now cloud platform.

●Worked in VMWare development environments and assisted with troubleshooting Citrix applications.

●Utilized information technology infrastructure library (ITIL) processes to backup and maintain data.

●Provided Mobile support for both iOS and Android devices by using Intune’s MDM management software.

●Encrypted all hardware within the Sophos/JSS console with occasional assistance from the IT Security team.

●Ensured continuous network accessibility for end-users by collaborating globally across all IT support operations.

New Visions for Public Schools, Bronx, NY

Technology Support Engineer, 04/2015 – 10/2016

Documented and managed all issue requests. Worked with administration and staff to ensure technology aligned with school needs. Created strategies to harden the user environment using the current server infrastructure.

Selected Contributions:

●Utilized the LANDesk platform and processes to track, resolve, or escalate all support issues.

●Worked with Better Cloud and Maas360 software and tools to manage devices.

●Assisted with maintaining digital signage displays for students of upcoming events throughout the year.

●Prepared and delivered workshops to new administrators and staff on Google Apps products.

Additional Experience

Network Server Engineer • Vixsol LLC, New York, NY 2015

Junior Business Consultant • PEMDAAS, New York, NY 2014 – 2017

IT Technician Site Manager • Department of Education (DOE), Brooklyn, NY 2013 – 2015

IT Technician, Internship • New York City College of Technology, C.U.N.Y., Brooklyn, NY 2012 – 2013

IT Support Technician • Cline Davis & Mann Pharmaceuticals, New York, NY 2011 – 2013

Technical Proficiencies

Operating Systems:

Windows, MAC OS, Chrome OS, iOS (iPhone & iPad), and Android (Phone & Tablet)

Servers:

Windows Server ‘08, ‘12 and ‘16

Hardware:

DELL, HP, ACER, Chrome Box, Chromebooks, and Various Mac Equipment

Applications

General:

MS Office 365 Suite (Microsoft 365), MS Visio, Google Office Suite, Quip, Slack, Trello, Asana, Exchange, SpotMau, Kronos, Wide Orbit, NeXT Think, and Lucid Charts

Finance:

Concur, Salesforce

Remote Support:

Bomgar, TeamViewer, LogMeIn, Real-VNC, Windows: Remote Desktop (RDP) and GoTo-Assist

Virtual Machines:

VMware and Citrix

Ticketing Platforms:

Service Now (SNOW), LANDesk, JIRA, and Zen Desk

Cloud Storage:

Google Drive, DropBox, BOX, OneDrive, and SharePoint

Backup Solutions:

Crash Plan, Symantec System Recovery

VPN:

Global Protect, FortiClient, SonicWall Global VPN client and Cisco AnyConnect

Imaging & MDM Deployment Tools:

Intune, Maas360, Citrix Xen Mobile, Casper Suite (JAMF), SCCM, Better Cloud, Norton Ghost, Mobile Iron, JAMF (Self-Service), Google Admin Console, Office 365 Administration and Active Directory (AD)

Encryption:

Bit-Locker, and Sophos Safeguard suite

Cyber Security:

Crowd Strike, Tanium

Multi-Factor (2FA):

OKTA Verify, Duo, and Microsoft Authenticator

Networking:

Hardware:

Patch Panels, Cisco Routers and Switches

Working knowledge of Switches, Routers, VLANs, and Firewalls

Firewalls:

Palo Alto, Fortinet, Sonic Wall

Software:

Wireshark

Audio/Video:

Hardware:

Crestron, Click Share, Logitech, Polycom, and maintaining Digital Signage displays (Video Walls)

Video Tools:

Zoom Rooms, MS Teams, Blue Jeans, Slack, WebEx, Slack, and GoToMeeting

A/V Programs:

AVID, Camtasia, Adobe CC

IP Phones:

Mitel, Avaya, and Cisco Jabber

Printers:

Xerox, Konica Minolta, Lexmark, HP, Canon, and Others

Web Development:

Search Engine Optimization Tools, WordPress, Hosting & Maintenance

Education and Credentials

Bachelor's Degree in Computer Systems (Bachelor of Science) 2013

New York City College of Technology C.U.N.Y., Brooklyn, NY

Google IT Support Professional Certificate 2023

Salesforce Sales Operations Professional Certificate 2023

OSHA 10 2023

Other: Spanish Speaker, Intermediate - Advanced Level

Memberships and Affiliations

●New York Police Department (N.Y.P.D.) Auxiliary Police Officer 2015 – 2017

●N.Y.C. College of Technology (C.U.N.Y.) Media & Tech Committee Chair Alumni Board 2013 – Present

●Landmark Worldwide Member Member 2019 – Present

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