Systems Engineer Support- Unified Communications
Resume:
Andrea Salvatore
Wareham, MA *****
******************@*****.***
Education
Bachelor of Arts in Communication,Minor in Sociology University of New Hampshire,Durham,NH
Work Experience
Unified Communications Engineer and Collaboration Specialist Senior technical Engineer with a diverse background in unified communications, network security systems and mobile device management. Specialised in business process design, development of optimised security solutions and management of cross-functional teams. Experienced in operational deployment and standardisation of IT processes in client-facing environments.
● IT Networking and Unified Communications Collaboration
● Global Migration from Windows 7 and 8 to Windows 10 and 11
● Migration from WebEx to Zoom using Zoom Room Controller/Device Manager/Pairing to conference-rooms
● Supporting office moves config from start to finish
● Supporting Acquisitions for all IT needs
● Mobile Applications & Compatibility and DLP via MobileIron
● Network Security
● System Implementations
● VMware vSphere
● Technical Support
● Video Conferencing, Webinars, & Online Demos
● Corporate Communications/Collaboration
● A/V Administration
● Video Broadcasting/Webcasting
● Microsoft O365 supporting SharePoint, Excel, and MS Teams
● iOS and Android support for email and pushing corporate applications
● Global Migration from Windows 7 and 8 to Windows 10 and 11 Technical Proficiencies: Helpdesk/Desktop support Onboarding/Off-boarding for new hire/terms Accordant Aruba RAP CISCO Networking Devices MeetingPlace MS Office Suite Polycom Tandberg Crestron SharePoint Video Conferencing VOIP Infrastructure VPN Pulse Secure CISCO Call Manager WebEx Zoom Jabber Desktop and Mobile O365 MobileIron MDM and DLP Okta administration Active Directory configuration
IT Customer Support Specialist
EMR CPR
Dec 2023 - May 2024
● Collaborated from within IT to Marketing, HR, and Sales teams to ensure we handled customer complaints and issues with white glove treatment ● Tracked and reported measures of success to CEO
● Configured devices for new customers and supported issues with existing customers
● Collaborated new strategies internally so the Marketing team could be exposed to new business successfully/efficiently
● Worked on customer tickets/complaints to ensure continued growth for the company
● Created standards for protecting clients privacy on applications
● Ensured policy was in place for new hires and terminations
● Deployed smartphones to all those who were approved by management Global Desktop Support Engineer
2K with 31 Union
Oct 2022 - Sep 2023
● Rolling out all new hire deployments which included setting up their AD, all accounts for conferencing(Zoom) as well as the manual side (ordering hardware and physically setting up their desks.
● Rolling out all offboarding for terminations which includes deactivating accounts and removing hardware
● White glove support for users to support all desktop issues, oom connection issues, conference room set ups/issues etc
● Supported office moves when teams would be relocated
● Supported mobile device management for their applications, email etc
● Supported O365 for all users
● Worked a lot with AD management to ensure users and teams had the appropriate access and security
Desktop Support Engineer for 6 Buildings
San Bruno Park Elementary School District
February 2022 to Oct 2022
● Contracted to do a consulting job to help the district configure Thinkpads and iPads for the Elementary School children in the classrooms connect to the applications
● Project was to migrate the teachers old PCs to new DELL laptops and upgrade them from Windows7 to Windows 11
● Added new students/teachers to Active Directory and applied appropriate labels to the accounts
● Supported the 6 buildings to break/fix any issues the teachers had in the classroom laptops
● Supported all the projector issues in each room
● Set up Video Conference Meetings for the Board Meetings
● Onboarding for new hires and Offboarding for terminations (ensuring AD configuration is changed appropriately)
● Mobile Device support for email and WiFi iOS and Android
● Meraki support to configure users credentials and enable for appropriate group access to AD
Unified Communications Engineer II
Synopsys- Mountain View, CA
March 2009 to March 2019
● Manage and maintain internal networking system, MobileIron, performing configurations and modifications as well as administering audio/visual requirements, such as webcast recordings and global conferences
● Address escalated issues as tier 2 support, resolving outages, infrastructure disruptions, leaks, and/or bugs with Cisco Unity and Communications Manager CUCM v11.4
● Administer and monitor MeetingPlace application with WebEx deployed in-house as well as Fixed MobileConvergence (ShoreTel Roam Anywhere/Cisco Jabber) WebEx v32
● Deployed Fixed Mobile Convergence solution using ShoreTel to almost 700 employees, which yielded cost savings in annual cell expenses with an increase in functionality, such as short dial and employee lookup
● Facilitated rollout of Cisco Jabber POC to over 100 users prior to global rollout to 8,000+ employees worldwide in 2013
● Implemented MobileIron Mobile Device Management (MDM) that securely allowed employees to access company mail and in-house applications
● Facilitated the transition of all North American employees from Blackberry devices to Android and iOS devices leveraging MobileIron as well as home wireless VPN hardware solution: Aruba RAP
● Implemented the process for all employees globally to register devices under COPE (Corporate Owned Personally Enabled), which granted access to corporate resources, mail, and
VPN on demand using certificate-based authentication
● Facilitated the migration from Cisco WebEx to Zoom to all sites Globally
● Upgraded conference rooms A/V systems from WebEx to Zoom for wireless access Senior Business Analyst
Blue Cross Blue Shield of Massachusetts-Rockland, MA July 2005 to January 2009
● Functioned as primary contact for in-network physicians and billing departments with inquiries about the benefits and eligibility information of their patients
● Focused on assigned institutional claims for facilities, processed and resolved claims, and verified eligibility of benefits
● Coordinated scheduling/meeting efforts between physicians and pharmaceutical sales representatives
● Promoted to the Blue Card team responsible for managing all lines of business at a national level
Skills
•Customer support
•VMWare
•Authentication
•Microsoft Excel
•MobileIron MDM and DLP
•MobileIron
•IT Networking and Unified Communications Collaboration
•VoIP
•Supporting office moves config from start to finish
•Aruba RAP
•Help desk
•Helpdesk/Desktop support
•CISCO Call Manager
•Zoom
•MS Office Suite
•Video Conferencing
•Video Broadcasting/Webcasting
•Organisational skills
•Mobile devices
•Technical Support
•Data management
•Supporting Acquisitions for all IT needs
•Human resources
•Network Security
•Tandberg
•TCP/IP
•Video Conferencing
•Corporate Communications/Collaboration
•Jabber Desktop and Mobile
•Polycom
•IP networking
•Microsoft Exchange
•Microsoft O365 supporting SharePoint, Excel and MS Teams
•VPN Pulse Secure
•IT
•SharePoint
•Migration from WebEx to Zoom using Zoom Room Controller/Device Manager/Pairing to conference rooms
•Crestron
•Mobile applications
•iOS
•Sales
•Cash register
•Android
•Okta administration
•Master data management
•Marketing
•Active Directory configuration
•VOIP Infrastructure
•POS
•Windows
•Desktop support
•iOS and Android support for email and pushing corporate applications
•MeetingPlace
•TCP
•System Implementations
•Technical support
•O365
•Communication skills
•Mobile device management
•Webinars
•WebEx
•Customer service
•Analysis skills
•Computer skills
•Accordant
•DHCP
•Global Migration from Windows 7 and 8 to Windows 10 and 11
•Active Directory
•VMware vSphere
•SharePoint
•Mobile Applications & Compatibility and DLP via MobileIron
•Network security
•Supervising experience
•Microsoft Office
•VPN
•Computer networking
•vSphere
•CISCO Networking Devices
•A/V Administration
•Onboarding/Offboarding for new hire/terms
•Microsoft Outlook
•Online Demos
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