IT, help desk manager, project manager

JELISSE ALEXANDRE

****************@*****.*** 631-***-****

REFERENCES UPON REQUEST

SUMMARY

Dynamic IT Leader with over 10 years of experience managing IT support teams, driving technical projects, and optimizing operations across Windows and Mac environments. Proven ability to lead and mentor teams, manage complex incident and service request workflows, and implement s ystem improvements that enhance security, performance, and user satisfaction. Skilled in project management, including coordinating system upgrades, software rollouts, and process enhancements. Adept at balancing hands-on technical support with strategic planning and cross-team collaboration to deliver reliable IT services aligned with business objectives. EXPERIENCE

SHERWOOD LUMBER

September 2021 – Present

HELP DESK LEAD / JR SYSTEMS ADMINISTRATOR

• Supervise the help desk team using Freshservice to manage daily operations, ticket queues, SLA compliance, and escalations, ensuring timely support and high service quality across multiple sites.

• Provide hands-on technical support for users, including Level 2/3 resolution of complex issues such as network connectivity, printer and server failures, and email outages, ensuring smooth daily operations and prompt incident resolution.

• Lead IT projects through the full lifecycle using tools like Asana to define tasks, track milestones, and coordinate resources for technical projects such as system upgrades, software rollouts, automation, and security enhancements.

• Manage and monitor IT assets, including hardware and software, to ensure compliance, security, and updates; maintain vendor relationships to support operational needs.

• Coordinate cross-functional efforts with stakeholders to identify IT needs, align technology solutions with business goals, and ensure successful change management and adoption.

• Develop and maintain technical documentation, knowledge base articles, and user guides to ensure consistent processes and support team efficiency.

• Support and maintain backend systems including Active Directory, Windows Server, Microsoft Admin Portal, Azure/Entra ID, and Exchange to ensure secure and efficient operations.

• Train and mentor team members and end users on new software and tools; onboard new hires by setting up devices and providing introductions; create user- friendly step-by-step guides to support adoption and ease of use. HEATHERWOOD

April 2015 – September 2021

HELP DESK MANAGER / HELP DESK SUPERVISOR / HELP DESK ADMINISTRATOR

• Led IT projects, collaborating with management and executives to develop technical solutions and improve processes.

• Conducted budget and cost analysis, contributing to significant reductions in operational costs.

• Interviewed, hired, trained, and mentored IT staff to build and support a high- performing team.

• Provided end-user training and technical support on hardware, software, and network issues.

• Managed help desk tickets, resolving escalated issues and streamlining issue resolution.

• Reviewed network policies and infrastructure to develop solutions and maintain secure systems.

• Administered IT inventory, ISP accounts, wireless contracts, and Mobile Device Management (MDM) for devices.

• Created and enforced Service Level Agreements (SLAs) to enhance IT service delivery.

• Troubleshot and resolved recurring technical problems, ensuring long-term solutions.

• Ensured projects stayed on-task by managing budgets, schedules, and scopes.

• Built strong relationships with service providers, vendors, and customers. • Installed updates, patches, and ensured security protocols were maintained. SKILLS

• Help Desk, Technical Support & Troubleshooting: Troubleshooting hardware, software, and network issues; ITSM platforms (Freshservice, ServiceDesk, SysAid); SLA management; escalations; issue diagnosis and resolution; customer support; change management; computer repair.

• Project Management & Documentation: Team leadership and training; technical planning and documentation; Agile and Scrum methodologies; system implementations; task and timeline management; cross-functional collaboration; process improvement; quality assurance; project tracking tools (Asana).

• Software & Applications: Microsoft 365 (Teams, Word, Excel, Outlook); SharePoint; Power Automate; Power BI (admin); Windows OS; iOS & macOS; remote monitoring and management (RMM) tools; mobile device management (MDM) solutions; SaaS platforms; AI tools; antivirus and security suites; collaboration tools; cloud storage and file management; backup and recovery software; endpoint protection platforms.

• Networking, Security & Systems Infrastructure: LAN, routing and switching; VPN; TCP/IP protocols; DNS, DHCP; email routing; network security; firewalls; two-factor authentication (2FA); Microsoft Exchange; Active Directory; Azure / Entra ID; VMware; cloud computing; IT asset and file management; single sign-on

(SSO); Windows Server.

• Hardware & Devices: Desktops, laptops, Macs, smartphones, tablets, monitors, printers, scanners, telephony systems, network switches, routers, firewalls, access points, servers, smart access control systems, audiovisual (A/V) equipment, cabling. EDUCATION CERTIFICATES

SUNY FARMINGDALE August 2016

Certificate in Computer Information Systems

Project Management Professional (PMP) Expected exam date: July 2025 Currently in training

PROJECTS (QUICK VIEW)

*Full project portfolio below.

• Latch Access Control System: Led the installation of a smart access system for a newly acquired NYC property, enhancing resident security through phased deployment and vendor coordination.

• JamfNow MDM Deployment: Spearheaded the rollout of JamfNow for iPads and iPhones, enabling secure remote updates and streamlining mobile device compliance.

• Freshservice Ticketing Implementation: Deployed and configured Freshservice for dispatch/operations teams to centralize ticket management and improve workflow visibility.

• 8x8 VoIP System Upgrade: Replaced traditional desk phones with a cloud-based VoIP system during COVID, enabling flexible, remote communication and reducing costs.

• NinjaOne RMM Deployment: Implemented NinjaOne RMM to remotely monitor and manage hardware across departments, boosting performance, visibility, and system security.

JELISSE ALEXANDRE

****************@*****.*** 631-***-****

REFERENCES UPON REQUEST

IT Project Portfolio

Summary

Experienced and adaptable IT professional with over 10 years of hands-on experience leading technical implementations and supporting enterprise environments. Proven ability to manage complex IT projects from planning through execution, with a focus on efficiency, security, and user experience. Skilled in cross-team collaboration, process improvement, and delivering scalable, secure solutions across diverse platforms.

Netskope Private Access Deployment – VPN Replacement for Secure Remote Access Role: Project Lead Duration: 6 months Sherwood Lumber

• Led the deployment of Netskope Private Access to provide seamless and secure access to private applications, replacing traditional VPN solutions

• Configured all policies and access controls directly within the Netskope platform to align with internal security standards a nd utilized Asana to manage project timelines, tasks, and communication

• Enabled zero-trust access for remote users, allowing them to securely connect to the corporate network instantly upon device login

• Simplified the remote access experience while enhancing overall security and minimizing friction for end users

• Delivered a modern, scalable solution that improved network security and eliminated VPN-related access issues DUO Multi-Factor Authentication (MFA) Rollout – Security Enhancement Role: Project Lead Duration: 6 months Sherwood Lumber

• Led the implementation of DUO MFA across the organization to enhance user authentication and security protocols

• Utilized Asana to coordinate implementation phases and user adoption tracking

• Planned and executed the rollout in structured phases, ensuring smooth adoption and minimal user disruption

• Provided support and guidance to end users during onboarding to promote secure sign-on practices

• Successfully increased account protection and reduced risk of unauthorized access through enforced multi-factor authentication

Freshservice Ticketing System Implementation – Workflow Optimization Role: Project Lead Duration: 3 months Sherwood Lumber

• Led the setup and configuration of Freshservice as a centralized ticketing system for operations and dispatch teams

• Streamlined workflows by designing structured ticket queues, categories, and automation rules tailored to team needs

• Consolidated multiple communication channels into a single platform, improving visibility of incoming tickets and service orders

• Used Asana to track progress and ensure timely delivery of setup milestones

• Delivered a scalable solution that improved operational efficiency and user experience company-wide NinjaOne MDM Deployment – Mobile Device Management for iOS Devices Role: Project Lead Duration: 3 months Sherwood Lumber

• Led the setup and deployment of NinjaOne MDM to manage all company-issued mobile devices, including iPhones and iPads

• Enrolled devices manually in phases, ensuring minimal disruption while achieving full compliance with IT policies and security standards. Managed rollout planning and execution through Asana to ensure alignment across stakeholders

• Enabled remote control over device configurations, app deployment, and OS updates, enhancing efficiency and control across teams

• Improved device security, policy enforcement, and standardization through streamlined mobile management

• Ensured all mobile endpoints remained compliant with organizational rules and security protocols JELISSE ALEXANDRE

****************@*****.*** 631-***-****

REFERENCES UPON REQUEST

NinjaOne RMM Implementation – Remote IT Management Platform Role: Project Lead Duration: 6 months Sherwood Lumber

• Led the configuration and deployment of NinjaOne, a remote monitoring and management (RMM) solution for all hardware across the organization

• Utilized AD-HOC Discovery to identify and onboard devices, including workstations, servers, and networked printers.

• Utilized Asana to coordinate implementation phases, task assignments, and progress tracking

• Enabled centralized remote access for monitoring, patch management, software updates, and hardware diagnostics

• Improved security posture and system visibility across the IT environment by automating essential maintenance and support functions

• Reduced response time for support requests and increased operational efficiency through proactive management JamfNow MDM Implementation – Apple Device Management Role: Project Lead Duration: 10 months Heatherwood

• Led the implementation of JamfNow to enroll and manage all company-issued Apple devices, including iPads and iPhones

• Planned and executed the deployment in phases, ensuring minimal disruption to end users and consistent policy enforcement

• Enabled remote management capabilities such as app distribution, configuration settings, and OS updates across all devices

• Streamlined IT operations by reducing manual device setup and improving scalability for mobile device support

• Ensured secure, efficient, and seamless device management aligned with company IT policies 8x8 VoIP System Deployment – Remote Communication Upgrade Role: Project Lead Duration: 12 months Heatherwood

• Led the implementation of the 8x8 VoIP phone system to replace traditional desk phones during the COVID-19 pandemic

• Coordinated the phased rollout of VoIP solutions to ensure business continuity and support a newly remote workforce

• Developed timelines and task checklists to streamline deployment across departments with minimal disruption

• Provided user guidance and support to help staff transition smoothly to remote communication tools

• Enabled flexible, location-independent phone access, improving communication efficiency and remote productivity Latch Access Control System – Security Installation for NYC Property Role: Project Lead Duration: 8 months Heatherwood

• Led the implementation of Latch, a smart security access control system, for a newly acquired residential property in New York City

• Coordinated the installation process by phases and timelines, ensuring minimal disruption to tenants and on-time completion

• Oversaw vendor coordination, hardware setup, and system testing to ensure full operational readiness

• Served as the primary point of contact for all project communication and updates with property management and on-site staff

• Successfully enhanced building security and tenant safety through the deployment of a modern access system Yardi SaaS Implementation – Property Management Software Migration Role: Support Technician & Trainer Duration: 2 years Heatherwood

• Supported the successful migration from IBS to Yardi, a SaaS-based property management platform, improving efficiency and streamlining business operations

• Provided technical support during implementation phases, including testing, data validation, and user onboarding

• Delivered training sessions to staff, helping teams adapt quickly to the new system and maximize productivity

• Played a key role in phase-by-phase rollout planning, contributing to a smooth transition with minimal disruption

• Resulted in improved business processes and significant time savings across multiple departments

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