Desktop Support Project Manager

Edward Cowan

**** ******** **, *** **

Brooklyn, NY 11226

Tel: 347-***-****

******.*****@*****.***

LinkedIn.com/in/edcowan1

Specialties: Windows 10 Migration, technical support Macs/Windows, LAN\WAN network infrastructure technologies, Cisco routers/Switches, VMware, vSphere, support of all mobile devices, Azure Active Directory, System Center Virtual Manager, MS Office 365 Deployment, Windows as a service planning deployment, hands-on experience with O365 Admin, Exchange (Online and on-premises) Experienced C’ level support in all areas of technology focused on End User Experience. EXPERIENCE:

Scotiabank August 2024 - To Date

Windows 11 Migration Lead

• Manage data migration work-stream within the established project budgets and advise Project Manager of potential deviation .

• Provide timely status reporting to the Project Manager .

• As part of the project closure, evaluate and make recommendations for future improvements .

• Highly effective working in a team, as well as working independently .

• Collaborated with the IT transformation team to ensure data migration and optimize system performance.

• Work with key OEMs and vendors to secure the best hardware and procurement deals for migration project.

• Work with stakeholders to ensure that deployments are delivered within budget and targeted deadline.

• Work under pressure in a busy environment and pre-agreed timelines to deliver systems of the highest possible standards to meet clients satisfaction.

Sabbatical May 2023 - June 2024

Took an extended time off for personal reasons and to pursue personal projects. Infosys Ltd Marriott Vacations Worldwide Jan 2022 – April 2023 Technology Lead

• Senior Engineer responsible for maintaining, operating, and evolving the Office 365 solution.

• Supporting communication and collaboration of about 16,000 associates globally.

• Administer and support of O365 platform.

• Administer, support of Exchange Online.

• Experienced in implementing strategy, roadmaps, and vendor management.

• Troubleshoot issues interfacing the Global Service Desk and the Network Operations Center.

• Experienced in providing transition of technical support to MSP.

• Good understanding of policy and compliance requirements.

• Strive to ensure 100% uptime and availability for Unified Communications systems. Infosys Ltd LANXESS Corporation Lead July 2021 – Nov 2021 Windows 10 Rollout Technology

• Engineer responsible for Windows 10 deployment in North America region.

• Provided support and guidance to a team of technicians.

• Troubleshoot issues with deployments.

• Coordinated and supervised deployment batches.

Infosys Ltd Duke Energy February 2021 – June 2021

Workstation Software Delivery Team

• Worked with Microsoft SCCM to deliver software to workstations.

• Leverage SCCM to provide security updates, vulnerability patches and other updates to user workstations.

• Administer SCCM software delivery including various methods such as machine targeted, user targeted, Application Library and Software Center.

• Troubleshoot failed SCCM deployments and SCCM health issues.

• Followed company guidelines for Change Request submission and approvals for software deployments.

• Created new collections using AD groups for applications/packages distributions. Infosys Ltd Temasek International September 2020 – February 2021 Intune MDM & Exchange Online Migration

• Served as national resource on project for North American region, Mexico, Brazil, and UK.

• Performed implementation, configuration, and administration of clients’ mobile devices.

• Led and supported local IT teams across region serving as escalation point.

• Strong problem-solving skills and ability to provide hands -on technical support.

• Ability to work both independently and as part of a larger team.

• Windows 10 deployment and migration experience.

Infosys Ltd Morgan Stanley Bank – Wealth Management November 2018 – June 2020 Technology Lead

• Experience with Office 365, including Exchange migration and administration.

• Good understanding of Active Directory online/on-premises migration and management.

• Liaised with various teams to migrate 60,000 users to Windows 10.

• Responsible for application provisioning and installation pre/post migration.

• Post migration support with folder access, applications, and connectivity issues.

• Running of various Power shell configuration scripts, pre & post migration.

• Global remote computing support of all technical issues post Covid-19.

• Windows 10 remote imaging deployment.

• Experience with remote Windows 10 image deployment to virtual/physical machines. CLS Bank International February 2018 – September 2018 End User Experience Specialist

• Liaised with Network, Infrastructure and Engineering teams to remediate network latency and improve end user experience in a VDI environment.

• Experience with tools like SysTrack, VMware Director, Citrix Studio, and WebEx Administrator.

• Focused on improving user experience to C’ levels execs.

• Monitored and tested new VDI desktop images prior to deployment.

• Experience with Blackberry Unified Endpoint Manager (UEM), Blackberry Server Admin portal, BB Dynamic Apps, RSA Security Admin console, Cisco Jabber. Active Health Management-Subsidiary firm of Aetna February 2016 - January 2018. Senior Support Architect

• Administered and maintained user accts in AD, NTFS file system, Citrix Zen-App environment.

• Managed user security and distribution groups and set up access rights in all systems.

• Managed user accts on all mobile devices using Air watch Mobile Device Management (MDM).

• New user account setup and termination using Active Directory, MS Exchange Console.

• Provided end-user support for Windows clients, Macs, remote connectivity issues with cisco Any connect and Citrix.

• Experience working with Service Now, JAMF/Casper Suite, SCCM, Office 365, Cisco Any Connect, DUO.

• Managed clients’ access to SFTP accounts for secure data transfers.

• Provided remote support services for telework/home users.

• Assisted with Windows 10 testing and deployment.

• Ability to manage multiple projects with minimal supervision. American Stock Transfer & Trust Company LLC June 2015 - January 2016 IT Support Specialist

• All mobile devices are supported with McAfee Secure Container and McAfee EMM security configuration.

• Remote support with Citrix VPN connectivity issues using SCCM.

• Experience working with BGP, PGP, and Bit locker encryption protocols.

• Support for all remote sites, troubleshooting and prompt resolution of VPN issues with Citrix client and McAfee Secure login, as well as RSA security token access issues.

• Experience with PCOMM mainframe access issues, setup and configuration.

• Installation and support of all in-house applications.

• Citrix VDI desktop support, including new user setup using AD, adds, moves and change request.

RBC Capital Markets – New York, NY February 2015 –May 2015 Team Lead – Windows 7 deployment team

• Worked and collaborated with various groups to migrate users from Windows XP to Windows 7.

• Responsible for PC imaging, migration, deployment, including application installation and support using SCCM.

• Experience using Service Now ticketing system.

NeOn – Subsidiary of FCB, New York, NY February 2012 – January 2015 Senior Technical Analyst

• Responsible for managing and providing all technical support to over 200 users in a highly diversified and dynamic environment.

• Worked with all departments to provide prompt resolutions to all IT related needs.

• Supported all desktop technology and applications on both PCs/Macs.

• Setup and support of all end-user’s mobile email access on Blackberry, Android and IPhones.

• General Desktop support experience (Peripherals, connectivity issues etc.)

• Experience with Windows Server 2003/2008/2012, Active Directory and VPN networking.

• Executive support with all technical issues, PCs\Macs, mobile device and A\V setup for client’s meetings.

FCB, New York, NY

Technical Analyst March 2010 – February 2012

• Handled and managed special projects and requests as designated by the management team.

• Performed imaging of PCs’ using MDT (Microsoft Deployment Tools) with Windows 7 image and configuration with encryption using Bit locker.

• Assisted with executive support, including A/V support and conference rooms setup using Tandberg, Polycom and Cisco systems.

• Setup and supported remote users with VPN connectivity issues using Cisco and Juniper VPN.

• New hire setup with Windows 7, profile setup and deployment making sure user has access to servers, email and printers.

• Logged and tracked client issues using Remedy 7.2 ticketing management system.

• Used Codian Bridge to configure and setup A/V conference calls for executives. HSBC BANK, New York, NY

Systems Technician June 2008 - April 2009

Duties & Responsibilities:

• Setup A/V audio video conferencing for senior executives using Tandberg and Polycom systems.

• Resolved network hardware and VPN issues

• Added users to appropriate groups in Active Directory.

• Troubleshoot and resolved users’ Wi-Fi, Citrix logon issues.

• Worked to resolve issues remotely via Remote desktop or in-person.

• Performed installation, troubleshooting, and resolution of all banking proprietary software.

• Mapped and provided users access to shared network drives, including IBM terminal sessions.

• Data recovery on shared network drives, and local drives.

• Documented issues by creating and contributing technical content to case logs.

• Remote access troubleshooting, USB token authentication VPN, including wireless access via Air-cards.

Buy4Now Inc. Long Island, NY September 2007 - June 2008 Technical Support Analyst

• Responsible for installing and configuring proprietary software for online e-grocery websites.

• Configured and troubleshoot PPT 8080 handheld devices with Microsoft Active Sync.

• Ran scripts to clear out stuck POS transactions from database for stores like Waldbaums.

• Assisted with all clients’ issues from desktops, handhelds to POS (Point Of Sale) systems. McGraw-Hill Publishing New York, NY February 2006 - August 2007. Desktop Support- Team lead Unisys (McGraw-Hill Companies) 1221 6th Avenue, New York.

• Dispatched tickets, monitored tickets queue, and managed SLAs using Remedy ticketing system.

• Created new user accounts using Novell Admin.

• Imaged and configured laptops for new users with VPN access.

• Assisted with reimaging and deploying of laptops for remote users in London and Hong Kong.

• Managed Roll out of over 500+ users to Windows 2003 server environment. Unisys Corporation, New York, NY February 2006- August 2007. Desktop Support Technician -MTA (New York City Transit) 2 Broadway, New York.

• Managed all Change Requests for CPM (Capital Management Group)

• Performed adds, Moves and new installs.

• Setup and configured new users with Novell client, Outlook email access and network printers.

• Configured and troubleshoot all peripheral devices including scanners and network printers. Siemens Business Services, Inc. New York, NY January 2005 – February 2006. Desktop Field Technician – On-site break-fix calls for Washington Mutual Financial Centers branches.

• Performed new imaging installs of banking application software.

• Troubleshoot and repaired all financial centers peripheral devices, including printers. EDUCATION & CERTIFICATIONS:

CompTIA A+, Network + Certified, MCP Microsoft NT 4 Certified, Dell Certified Desktop & Portables, HP Certified Desktop & Notebooks, Completed training on Cisco CCNA and Microsoft MCSE 2008. 2008.

Computer Information Systems (CIS) NYCCT.

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