IT customer support

Heidi-lynn Posner

914-***-**** ********@*****.*** linkedin.com/in/heidiposner

IT Systems Engineer

Highly accomplished and results-oriented IT Systems Engineer with over 10 years of experience driving operational efficiency and delivering exceptional technical solutions within dynamic corporate environments. Proven expertise in systems administration, network infrastructure, cloud technologies, and advanced troubleshooting, adept at managing complex projects and fostering strong stakeholder relationships. Consistently exceeds performance metrics and champions innovative approaches to enhance user experience and business continuity.

Key Skills

Systems Administration: Azure, Intune, Microsoft Endpoint Configuration, Windows Server, Active Directory, Citrix XenApp, XenDesktop, NetScaler, Backup Exec, WhatsUp Gold, PuTTY, VPN, MFA, Okta

Cloud & Virtualization: Azure, Intune, Citrix

Networking: Cisco, Cisco Unity, Call Manager, VOIP, LAN/WAN, Network Monitoring, Network Access Control

Support & Troubleshooting: Technical Support, Hardware/Software Management, Mobile Device Support, Break/Fix, Data Recovery, Remote Support, On-Site Support, Executive Support, Customer Service Excellence, Relationship Building, Project Management, Self-Starter, Adaptive Learner Experience

ContactOne Agent Swiss Re, Armonk, New York March 2016 – May 2024 Senior IT Support Engineer Served as a senior escalation point for a global user base of 14,500+ employees, providing 24/7 comprehensive support across IT, HR, Logistics, Legal, Communications, Sourcing, and Corporate Real Estate.

Exceeded global average contact handling by 40% and chat response by 8%, while first response times were 5% faster than the global average, demonstrating superior efficiency. Led the integration of HR functions into ServiceNow via the All-in-One HR project, significantly reducing handover tickets and improving service delivery.

Spearheaded the Watson AI project within ServiceNow, enhancing machine learning capabilities to reduce ticket resolution time and elevate key performance indicators. Developed and maintained self-help solutions and Intranet content, empowering users and reducing reliance on direct support.

Managed and troubleshot a wide range of hardware including desktops, laptops, printers, monitors, and mobile devices, with a focus on Break/Fix and data recovery. Contributed to AI Robot development, optimizing dialogue and search skills to improve machine learning capabilities.

Provided essential assistance with home network setup and VPN connectivity, including comprehensive support for Apple mobile devices.

Other Related Experience

Quad Graphics, New York, NY Site Administrator/Networks Led Windows deployment and integration efforts across 20 sales offices, standardizing and optimizing technology infrastructure.

Provided dedicated "White Glove" support to C-suite executives, including the CEO, CIO, Presidents, and Vice Presidents.

Managed and supported a Local Area Network for over 200 users, ensuring robust and efficient network operations.

Administered VOIP phone systems, including Cisco Unity and Call Manager, ensuring seamless communication.

Delivered 24/7 on-call support for Corporate New York and over 220 remote sites, including proactive network monitoring and outage escalation.

Played a key role in the technology integration following the Worldcolor/Quebecor World acquisition, managing tech setup for over 200 users during a major relocation. Managed and supported a broad spectrum of hardware and software, encompassing executive-level devices and specialized business applications.

Ensured secure network access through diligent user account and privilege management. Johnson-McClean Technologies, New York, NY Network Administrator Led the setup of a dedicated training facility, establishing 26 workstations to enhance educational infrastructure.

Education

Endicott College, Beverly, MA — Associate of Science in Liberal Arts

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