Desktop Support Change Management

LAURENT S. PINCHINAT

+1-757-***-**** SUMMARY laurentpinchinat@& CORE QUALIFICATIONS gmail.com Virginia Beach, VA I am a motivated and results-driven IT professional with 8+ years of experience in change management, cybersecurity, desktop support, and IT service management having a strong focus on problem solving, customer service, and technical documentation. I have proven ability to lead cross-functional teams and optimize efficiency & customer satisfaction through the use of various technologies. With my background in technology, business consulting, and entrepreneurship I am eager to leverage leadership and technical skills to drive economic development and contribute to organizational success.

IT Service Management: ServiceNow, LANDesk, Incident Management, Problem Management, Change Management Cybersecurity: ACAS, HBSS (McAfee ePO), Vulnerability & Patch Management, STIG Compliance Desktop Support: SCCM, Windows Remote Desktop, Active Directory, Hardware/Software Troubleshooting, AV Support Technical Documentation: SOP Development, Knowledge Base Management, Technical Writing Change Management: Change Coordination, Implementation, Product Owner Communication, ITIL v4 Customer Service & Support: End-User Support, Technical Assistance, Client Relations Business Analysis: Requirements EXPERIENCE Gathering, Strategy, Data Analysis, Reporting & Metrics Change Management Coordinator

Imagine One Technology & Management 10/2021 - Present Norfolk, VA

•Administer change management process within ServiceNow, ensuring compliance & minimal disruption to operations

•Conduct change request assessments, verifying procedural compliance, information quality, and completeness

•Facilitate Change Advisory Board (CAB) meetings, effectively communicating changes of IT infrastructure changes

•Develop ServiceNow dashboards and weekly metric reports, providing performance insights to gov. stakeholders

•Improve change request processing efficiency through stream workflows and documentation (ie. Desktop User Guide) Cybersecurity Watchstander Analyst

Aermor LLC 09/2019 - 05/2020 Virginia Beach, VA

•Maintained and troubleshot Navy classified and unclassified systems, with ACAS and HBSS (McAfee ePO)

•Configured & Deployed mandated system upgrades and patches, reducing system vulnerabilities

•Monitored endpoint security solutions, ensuring compliance with Security Technical Implementation Guides (STIGS)

•Monitored & analyzed cybersecurity threats, identifying potential risks and vulnerabilities

•Collaborated with incident response teams to respond to cybersecurity incidents Desktop Support Technician

Metropolitan Washington Airports Authority 05/2017 - 08/2019 Washington, DC

•Provided end user technical support for desktop and laptop computers, resolving hardware and software issues

•Managed and maintained Audio/Visual (AV) equipment, Board of Director conference rooms, and Xerox printers

•Became a lead in projects to remove and replace vMuse / MuFids systems at Reagan and Dulles Airports

•Represented the IT Department at HR career fairs, promoting IT career opportunities (internship to full-time) Technology Intern

Metropolitan Washington Airports Authority 05/2016 - 08/2016 Washington, DC

•Installed, configured, and updated software on computers and devices using SCCM 2012 deployments

•Applied root cause analysis to identify and resolve recurring incidents within the ServiceNow ticketing system

•Developed and improved IT knowledge base documentation (SOPs), reducing help desk ticket volume IT Services Technician

Christopher Newport University 08/2014 - 05/2016 Newport News, VA

•Provided technical support for classroom technology and walk-in issues, resolving most issues on the first contact

•Developed custom reporting charts within the LANDesk ticketing system, improving ticket tracking and resolution times

•Provided technical assistance and training to students, faculty, and staff on university IT resources

•Assisted in the distribution of educational EDUCATION software and security products to students, faculty and staff Bachelor of Science

Christopher Newport University 08/2012 - 12/2016 Newport News, VA

•Major: Computer Information Sciences

•Minors: Business & Psychology

CERTIFICATION

Virginia Workplace Readiness Skills for the Commonwealth VA Customer Service Certified (National Retail Federation) ITIL Foundations v4 Certification

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