I am a process-driven, highly skilled IT Professional with excellent communication skills, over 10+ years of senior IT experience, and a BASc in Computer Science seeking an opportunity in Service Desk Management, IT Procurement, or IT Asset Management.

TECHNICAL EXPERIENCE

●5+ yrs supporting Microsoft Identity Manager and other Access Management tools and Single-sign-on tools and technologies; including working with tools like OKTA, OneSign, ADFS, etc.

●5+ yrs supporting VMware & Microsoft Hyper-V Virtualization, Remote Desktop Services, Exchange Server

●10+ yrs supporting end-user laptops, mobile devices, remote access, malware/virus removal tools, etc.

●10+ yrs supporting wired and wireless networks

●Strong troubleshooting and critical thinking skills

●Able to communicate and interact with both technical and non-technical customers

●Strong technical writing and communication skills

EDUCATION/CERTIFICATIONS

●Bachelor of Science in Computer Science, University of IL, 1994

●MS AZ-100: Microsoft Azure Infrastructure and Deployment

●Net+

●Security+

●MS-100: Microsoft 365 Identity and Services

●SC-300: Microsoft Identity and Access Administrator

●AZ-800: Microsoft 365 Certified: Security Administrator Associate

WORK EXPERIENCE

Vidhwan Inc. (Contracting via HCL for StateFarm) Richardson, TX

Service Desk Track Lead

●Manage Service Desk / Knowledge Management and Quality.

●Manage job templates that smooth the onboarding process.

●Interact with other teams across the company as necessary to achieve the objectives of the Service Desk.

●Mobilize and manage resources required to execute client requests.

●Build and administer service-level agreement reports to the business, and internal IT clients.

DMGgo Fort Worth, TX

Remote IT Asset Manager 03/2020 - 07/2022

●Tracked all company assets, and application applications to help reduce software audit expenses and theft during COVID lockdown.

●Developed and implemented strategies that led to the auction of obsolete IT assets at 70% of their original cost.

●Partnered with several business units in selecting replacement devices, software and hardware compatibility testing, and deployment schedules.

●Documented and deployed IT assets to over 100 local end-users within the organization in just 9 months of migrating to a remote environment during the COVID outbreak.

●Provided financial stewardship of the budgets, both capital and operating expense where applicable, associated with the in-scope services to ensure the company received total value for financial resources spent.

●Regularly evaluated risks and provided remediation for them.

●Resolution of daily queries regarding the activities within the business.

Batteries Plus Corporate Hartland, WI

POS Support Team Lead 05/2012 - 12/2019

●Trained/mentored all team members on best practices in their respective areas.

●Provided proactive technical mentoring and guidance

●Support Analyst performance and quality reviews.

●Managed SLAs, metrics, and KPIs.

●Ensured the team executed client service requests per SLAs.

Infosys Milwaukee, WI

Sr IT Support Specialist 05/2007 - 05/2012

●Provided support services to internal and/or external users for software, applications, hardware, and telecommunications-related issues.

●Identified and troubleshooted hardware, software, and operating system issues.

●Performed diagnostic techniques to identify problems, investigated root causes, and recommend solutions to correct common failures.

●Performed essential system administration functions including user account maintenance (activate/inactivate accounts, reset passwords, etc.).

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