Alejandro Aviles

adyngw@r.postjobfree.com 973-***-****

Professional Information technology Experience

Shionogi Inc., Florham Park, NJ (Pharmaceutical)

Director, IT User Service and Support, 04/22 - current

Decision maker on new and stablished hardware/software standards

Budget reviewer and decision maker for IT system orders.

Design and implementation of new global & local strategic IT plans

Direct helpdesk strategies and implementations.

Collaborate with all US IT teams to enhance and setup new systems.

Globally manage a monthly meeting with all company regions for projects and solutions

Direct new changes for Hybrid work with HR

Change control collaborator, reviewer and approver on systems change.

Associate Director, IT User Service and Support, 04/18 – 04/22

Design and implementation of new strategic IT plans

Oversee and manage the onsite administrator IT members.

Direct supervision on Helpdesk professional services

Showcase new technology and enhancements to executive personnel.

Direct IT end user projects and manage timelines for business continuity.

Point of communication to the employees on maintenances and ad hoc solutions

Supervise team leadership meetings in USA with Japan IT services to globalize systems.

Author SOPs and policies relating to end user logical best practices and work instructions for internal teams.

Vendor negotiator on new technology and current maintenances

Direct asset management and decommissioning of old electronics

Secure environment analyzer and preventive action taker

Application team member to analyze validation of new software or systems to be implemented.

Systems and secure logs approver for business incidents and reports

Sr. Manager, IT User Service and Support, 04/16 – 04/18

Project Manager to user services related items.

Responsible for matrix SLA reports from internal Desktop Team and partnered Helpdesks teams.

Improvement analyst from customer service support

Coordinator between the business and IT for new software implementations

Analyze matrix for eDiscovery and management with legal request.

Manage the onsite support members and their performance goals.

Analyzer of ongoing services and processes relating IT end user services

Leverage external resources to complete company IT end user projects.

Manager, IT User Service and Support, 11/14 - 04/16

Collaborate as a single point of contact between users and IT services.

Responsible for managing both internal Desktop Team and partnered Helpdesks teams.

Instruct the members of the team to analyze and efficiently meet business needs.

Serve as a go-between between all the other teams in IT and the Desktop team for collaboration.

Evaluator of current services in plan to implement and ensure a more efficient schema.

Manage executive requirements, issues, emergencies and all other pressing matters at hand.

Manage a team of 4 onsite support members and their performance goals.

Ensure there is minimal disruption on service when outages arise with proactive communication within the teams and end users.

Responsible for monitoring ongoing delivery services.

Analyze and review opportunities for IT processes and functions improvement.

Ensures the knowledgebase articles have been revised and all intended support teams are using the updated information.

Contributor to the business success and improvement of the overall user experience

Desktop Engineer/Sr. Desktop Technician, 04/12-11/14

Perform user, system and support requirements gathering analysis to provide improvements and recommendations.

Research options providing technical evaluation of hardware devices and operating system upgrades.

Collaborator of standard operational procedures in alignment with end user guides and security

Create desktop/laptop/ build processes for domestic /global sites.

Create standardization and maintenance for all personnel devices.

Create testing documentation and scripts when working with the team in new technology roll outs.

Package software and design distribution methods via SCCM 2012

Perform software distribution and patch management to Windows PC’s and laptops.

Prioritize work efforts, in a very fast-paced environment providing clear updates in a timely manner.

Submit weekly status reports and timely project status/scorecards.

Provide technical consultations and presentations to IT and end users as needed.

Participate in configuration management processes, while following all change control guidelines

Provide disaster recovery planning for client technologies.

Perform post-implementation 3rd level support, identifying root cause with strategic solutions to problems.

Provide desktop support for 240 employees and contractors.

Resolves day-to-day desktop related problems and IMACs.

CompuCom/Halifax (Legacy Schering Plough; the New Merck), Kenilworth, NJ (Pharmaceutical)

Jr. Engineer / Sr. Desktop Technician, 12/05 – 03/12

Support of Microsoft Office suite.

Provide general desktop 2nd/3rd level support for Remote Group “Smart work” home-based group.

Work directly with PM to implement OS migrations and upgrades.

McAfee and Malware bites software usage, management, and support for intrusion and security.

Script testing of pilot designed applications or 3rd party vendors like Second Copy automated backup solution or required applications and devices by the department like Air Cards and support.

Blackberry server administration to reset passwords, IOS device and Android general support.

Support and configuration of Cisco IP phones for in-house users.

Support and setup of A/V conference rooms in-house for scheduled meetings and presentations.

Install, support and diagnostics of VPN, Citrix, terminal server portals via telephone calls, site visits, home office visits and remote tools like Remote Assistance, Netmeeting, Communicator, VNC, Log Me-In and PC anywhere.

Executive support for Execs, Directors and Managers in the group to set outstanding expectations.

Support and configuration of home broadband and wireless networks to comply with the company’s VPN requirement.

General hardware/software brake-fix support for Windows and Servers with utilization of manufacturer’s diagnostics software, ERD and Resource kit tools.

IMACs of hardware/software for laptops, desktops, and peripherals for end users.

Direct communication with vendors for parts repair or replacements under warranty.

Pilot test printers to comply with the group’s needs and to standardize a 3Y warranty period.

Creation of standard model printers install/uninstall documentation and support knowledge base to Tier 1; Escalated issues are filtered to 2nd level junior desktop technician and then escalated to Sr. Desktop technician for last resolution/replacement judgment.

Team player working with Research Help Desk to resolve clinical apps issues, create knowledge base for Tier 1 help desk technicians and act as a bridge between the client and the help desk to maintain a positive relationship.

Team player, working directly with General Help Desk to implement solutions for e-core applications and act as a bridge between the client and the General Help Desk to maintain a positive relationship.

Direct interaction with application specialists to address issues pertaining licensed applications to make sure the applications work correctly, and versions are up to date with latest OS and respective updates and act as a bridge between the client and the specialists to maintain a positive relationship.

Help, educate, and maintain a pleasant and professional attitude when dealing with escalated issues to conserve a high level of relationship management.

High determination to investigate and evaluate compatible updates and patches for different Windows Operating Systems to keep a clean, fluent environment.

CDP (Connected Data Protector) and DPM (Data Protection Manager) administration for data disaster recovery of client’s data.

Usage of eDiscovery process to burn data from account terminations as indicated by law department as per company’s policy.

Lead participant on small to mid-size IT related projects to complete in or under the time set to maintain expectations with upper management.

Creation of IT and business monthly Communications of tips, IT announcements, and IT rollback announcements for Smart work supported community.

Primary desktop author, approver and recycler of IT knowledge base articles for the team.

Work under SLA to prioritize incidents in a fast-paced environment and keep the incidents up to date every day to maintain a good and honest relationship with the clients.

Technical trainer for new hires in the usage of their company’s laptops via an InterWise collaboration tool.

IT trainer in newly developed software/hardware and its respective support service to 3rd party Help Desk vendor.

NetIQ Directory and Resource Administrator/Active Directory user and Admin account creation, computer and name convention creation, groups creations in windows servers, password unlock, password reset, accounts deactivations and reactivations with HR process forms.

Monitor and update Remedy tickets, 3rd party Help Desk Horizon Siebel tickets, e-mails, voice mail and Smart-Work inbox to address issues and prevent future issues proactively.

A,dditional Work History

TSSI, Kenilworth, NJ Desktop Support Technician, 08/05-11/05 (Pharmaceutical)

C3I, Morristown, NJ Field Force Support Analyst, 05/04-08/05 (Pharma call Center)

Independent consultant Computer Tech, NJ 11/03 -05/04 (freelance)

The Answer Group, North Lauderdale, FL Case Manager, 12/00-10/03 (Gateway Mgr.)

Languages

Bilingual – Fluent Spanish

Education & Certificates

Pursuing Bachelor of Science, Cybersecurity and Information Assurance Western Governor University (to be completed winter - 2024)

Bergen Community College, NJ. Completed 6 credits - Spring 2015

The Chubb Institute: Parsippany, NJ 01/99-12/00 Computer Technical Support Diploma, December 2000

Certifications:

Windows Certified

Lenovo Laptop and Desktop Certifications

Dell Laptop and Desktop Certifications

CompTIA A+ Certified

CompTIA Project + Certified

CompTIA Network + Certified

CompTIA Security + Certified

CompTIA Pen Test + Certified

CompTIA CYSA + Certified

ITIL 4 Foundation Certified

Technical Proficiencies

Administration: AD, ADaudit, ADmanager, FileAudit, SCCM, MobileIron, Exchange, Box, Domain, CUCM, CUC, TrackIt, Print Servers, Equitrac, WebEx, DPM., Group Policy, MSO365 Suite, MS Teams, Exchange Online, Azure AD, CrowdStrike, Absolute, MS E-discovery, Mimecast

Knowledge: Word, Excel, OneNote, PowerPoint, Adobe Acrobat, Outlook, Windows Ent, Server 2012-19, SFB, VPN, Win11, MS Project, MS Visio, PowerShell, SharePoint Online, Power BI, SnagIt.

Basic: Network, SharePoint, Veeam, Tibco Spotfire, AWS workspaces, Horizon VMware.

personal character

Self-motivated, professional, customer oriented, leader, team player, committed to improvement, transparent, focused on quality of service with a positive attitude, works independently without excessive supervision.

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