Desk Supervisor Analyst

CHANT (Shawn) MANILAY

Downingtown, PA www.linkedin.com/in/cmanilay

Experienced management with academic in Information Technology including work related experience plus many years of customer service including Call Center-Technical and sales on the front-line business in the telecommunication & media, retail, and food service industries. Goal-oriented and dedicated leader who works effectively with internal and external customers to achieve personal/business objectives. Adaptable individual with strong skills in customer relations, project management, reports, information technology & securities, multi-tasking, problem solver and jack of all trade who just completed another project in integrating and implementing phone system in Teams, and Teams Administrator along with many years of experience with O365 Administrator, and NTFS way back to Windows NT 4.0 Server in 2001 and Windows XP.

QUALIFICATIONS & ATTRIBUTES:

•Excellent communicator, reliable, punctual, resourceful, friendly, and focused

•Committed to customer satisfaction, retention, and loyalty

•Windows Platform: Microsoft O365 platform (Including security assessment & Implementation) & SharePoint, Windows Server & Active Directory/Azure AD and various Cloud Technology. Others – Website developer, Oracle eCommerce, Novell, UNIX, Backup’s media, RAID & Redundancy, FAT & FAT32 format, NTFS & Win NT 4.0, CRM and company’s proprietary software and systems

•Troubleshoot, configure, and image PCs, laptops, VDI, VM and other software and hardware.

•Implementation and analyze IAM, PIM, VM and other resources on Azure.

•Utilized Bit-Titan to migrate data from Workspace, O365, and other legacy servers onto O365

•Administrator for Teams, SharePoint, One-Drive, Azure AD, Exchange, O365 tenant etc.

•Workspace Administrator such as IAM & user provisioning, data migration, DNS configuration

•Applied and enforced O365 governance, security, and compliance

•PM - 100K+ data migration to Exchange cloud, Azure ExpressRoute, Direct Connect & cloud interconnect

• Experienced security threat management & implementation on Cloud, Endpoint or LAN/WAN

•Employee management – recruiting, training and team building up to 80 staffs

PROFESSIONAL EXPERIENCE:

City of Philadelphia Sheriff’s Department – Philadelphia, PA 12/22 – Present

Information Management Analyst III (Contract)

Set-up, installation, maintenance, and upgrades of computer hardware (including desktops, laptops, monitors, printers, and other peripheral equipment) and software components including analysis of user needs and verifying inventory.

Provisioning users on AD and Azure AD including IAM, PIM, and other securities measures (MFA)

Troubleshoot incidents involving client/server and/or network connectivity include Azure (Government O365) and other cloud platforms.

Assist in troubleshooting VOIP based phone systems including MDS installation, configuration, and troubleshoot.

Effectively prioritize workload to maximize customer satisfaction and efficiency.

Assist in the maintenance and upkeep of all computer workstations by keeping them in working order for all employees.

Assist users with access and use of several in-house applications for all staff.

Participating in various projects to upgrade the City of Philadelphia Sheriff’s department technology infrastructure, hardware, and software.

PriceWaterhouseCooper (PwC) – Philadelphia, PA (Remote) 04/22 – 12/22

Cybersecurity, Privacy and Forensics - Implementation & Operation – IAM (Experienced Associate)

Worked as part of a team of problem solvers, helping to solve complex business issues from strategy to execution in in various projects.

Invite and provide evidence-based feedback in a timely and constructive manner within projects assigned

Shared and collaborated effectively with others on various projects.

Worked with existing processes/systems whilst making constructive suggestions for improvements.

Validated data and analysis for accuracy and relevance.

Follow risk management and compliance procedures.

Kept up to date with technical developments for business area.

CHANT (Shawn) MANILAY (2) ********@*****.***

Communicated confidently in a clear, concise, and articulate manner - verbally and in written form.

Seek opportunities to learn about other cultures and other parts of the business across the Network of PwC firms.

Upheld the firm's code of ethics and business conduct.

Constant learning and updating new technology skillset provided by PwC.

Implemented and analyzed IAM, PIM and other security in Azure environments including Sentinel.

Data migration from Workspace into Azure

Integrated NTFS, files, and folder permissions

Implemented, integrated, and administered Teams User with calling-plan and access.

Prudential Financial – Dresher, PA 11/21 – 04/22

Help Desk Analyst (Contract)

Providing technical support and resolving incoming issue via ServiceNow, on-site and other methods of communication including from vendors and internal employees on-site and remote.

Managed escalation and triage.

Performing recovery testing to confirm availability of systems where outages have occurred.

Troubleshoot, configure, and image PCs, laptops, and other software and hardware.

Documenting and tracking status of client inquiries, coordinate appropriate response and follow-up to ensure client satisfaction.

Participating in the analysis of client identified issues of problems which may require changes to department procedures, standards, or systems

Evaluating effectiveness of a new utilities and tools.

Rolling out and implementing software updates via AD including group policies, securities, and NTFS.

Maintaining and monitoring servers of outages, RDP issue and access issue.

Troubleshooting software and operating systems such as MAC O/S, Windows, VMware, O365 & Teams, Pulse VPN and VDI issue.

Troubleshooting Dell laptops/Desktop, Mac laptop/Mini, VDI, VM smart devices, & other peripheral devices.

Troubleshooting and configurating network issue such as LAN, VLAN and wireless

Troubleshooting and configurating MFA, RSA, AD access and support end-point securities issue (Black Carbon/Zsacalr) on-site and remotely using Bomgar or MS Teams

Procuring and building desktop/laptop for end users, vendors, and servers.

City of Philadelphia Finance Department – Philadelphia, PA 06/19 – 11/21

Help Desk Analyst II/Help Desk Supervisor

Handled Inbound & Outbound calls while working tickets in the SysAid Ticketing system queue regarding payroll, HR and function/operating issue related to the Oracle E-commerce suite.

Work on escalations and escalating issue to appropriate queue in priority

Monitor Oracle for disruption and server outage, and security breach from social engineering.

Monitor phone queue and support queue remotely.

Provide a communication bridge for the central finance to forty-eight departments in the City of Philadelphia of changes and current affair.

Reporting and analyzing the status of activities, issues, and time to the City Committee, Director, and Deputy of more than 48 Departments - track and report on individual project metrics via daily and weekly team meetings.

Managing the only and newly Help Desk Analyst project department to analyze and support the Oracle eBusiness human capital management post-production support activities related to the rollout of this functionality to civil service and exempt employees.

Engaging OnePhilly functional, technical and education leads to obtain resolution information that can be sent to the end users to help timely resolve issues.

Interacting and as liaison with agency and central departmental business users to clarify the resolution of help desk tickets raised by the 35,000 civil service and exempt City employees.

Managing a Team of 5 Help Desk Analyst with the objective to grow to 20-30 more Help Desk Analyst

Visiting Department HR/Payroll Managers across the City of Philadelphia to assist with training, processing, and resolving outstanding issue related to payroll including proper escalation path.

CHANT (Shawn) MANILAY (3) ********@*****.***

Assist and implement process mapping and efficient workflow of the payroll technical project.

Reporting and analyzing the status of activities, issues, and time to the City Committee, Director, and Deputy of more than 48 Departments - track and report on individual project metrics via daily and weekly team meetings.

Comcast Business – Philadelphia, PA 04/16 – 06/19

Sr. Lead Cloud Solution Specialist T2 (Project Management)

Provided post-sale support, demonstrated, and acted as product consultant and Subject Matter Expert to evaluated on the impact customer make on reducing sales breakage and increasing the customer life span of purchased SaaS applications such as but not limited to O365, Cloud data and applications, cloud backup, security applications & assessment, web hosting and domain service.

Monitored, triaged, and managed different level of escalations including department T1/T2, corporate, engineer and vendors in accordance with proper SLA via emails, CRM, Remedy, and other internal CRM ticketing systems.

Administrator for Teams, SharePoint, One-Drive, Exchange, Azure AD, O365 tenant etc.

Integrated and implemented phone system in Teams along with create channels, teams, and lines of communications for internal and external.

Workspace Administrator for creating instances, IAM, Google drive, account provisioning & DNS

Utilized Bit-Titan to migrate data from Workspace, O365, and other legacy servers onto O365

Integrated NTFS, files, and folder permissions

Managed and the point of contact for Comcast to Microsoft for escalations security violations, provisioning issue, compromised account, abuse usage and application issue.

Implemented and configured O365 Securities and compliance (HIPPA, CPI and other) for the Exchange server, MFA, and Azure

Applied and enforced O365 governance, security, and compliance

Created, provisioned, and managed users and guest users on Azure AD for rights and privileges included checking audit logs, de-federated domains

Migrated data from Exchange, One-Drive, SharePoint (limited), Workspace (G-Suite) and other servers

Exposed and firsthand to Azure ExpressRoute and other cloud infrastructure such as AWS, Google, and IBM.

Assisted and troubleshoot user-end issue such as network, workstation, anti-phishing, security threats and preventions

Configured and troubleshoot DNS for Exchange Server on O365 cloud, web hosting and domain resolutions

Implemented, configured, and troubleshoot firewall, backups and other SaaS applications and remote desktop support

Troubleshooting laptops/Desktop, Mac laptop/Mini, VDI, VM smart devices, & other peripheral devices. Remotely using MS Teams, Team Viewer, Webex, and other remote session Apps

On special projects such as Hex migration of over 100K accounts to the cloud, liaison to vendors for SaaS, liaison to sales team, fill-in supervisor role, tier 1/T2/T3/Corp. & AD escalation team, Billing/Move API project, AppHelp team lead, Enterprise Cloud Connect Project, process mapping and implementation including training.

Comcast Corporation- Philadelphia, PA 01/16 – 04/16

Customer Security Assurance Tech II (Comcast Contractor)

•High call volume center and able to manage more than 80 calls per day.

•Investigated, documented, and resolved abuse and fraud-related security issues including applications and hardware.

•Practical and technical knowledge with hardware, firmware, software, and concepts such as routers and firewalls

•Responding carefully to abuse, fraud and security related phone, email, and chat requests for support while remediation software for security protection and breaches.

•Resolved security issues and concepts such as Spam, Spyware, Viruses, Bots/Botnets

•Monitored processing and discussing highly sensitive information, as well as, media, that may be controversial or offensive in nature, as relates to customer security issues that could have possible legal implications.

•Proficient with Remedy Ticketing System and other Comcast proprietary security software and applications

•Reviewing customer’s security and policy discretion and educate customers to prevent future occurrences.

CHANT (Shawn) MANILAY (4) ********@*****.***

EDUCATION:

Seneca College of Applied Arts and Technology Financial Planning - Certification

Seneca College of Applied Arts and Technology Computer Engineering Technology (BS)

Microsoft Certified: Azure Fundamentals - Certification

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