Aaron Bishop Email & Phone Number

Charlotte, North Carolina, United States

• Utilize available resources to independently resolve support issue.• Analyze server logs to detect issues• Investigate MySQL queries to determine possible causes for issues• Use judgment to determine the appropriate channel of response and effectively communicate through that channel (email, phone, screen sharing, etc.)• Work closely with Product Specialists and Product Management to submit and evaluate Product Issues and feature requests respectively.• Work cross departmentally as required to resolve customer issue.• Maintain case management to ensure that target response times are met.

Charlotte, North Carolina, United States

•Provide tier-3 support for 11,000+ end users (USA/India) and perform other activities based on predicated SOP’s/SLA’s.•Lead tier 1 IT Support/IT Lifecycle team through deployments, technical escalations, procedures and project tasks.•Responsible for company employee’s hardware/user profile accounts lifecycle: Onboarding, Offboarding, & Leave of Absence. •Lead bi-weekly IT orientation of 400+ users: Facilitate sessions remotely by helping users logging in to all platforms & assets. •Responsible for company access control: Creating, Deleting, Provisioning, & De-Provisioning of all platforms and access.•Manage, image, swap & deploy/retrieve assets of end-users during onboarding, off boarding, & or equipment swaps. •Manage global asset lifecycle & use Oomnitza to audit/maintain our inventory accuracy. •Responsible for asset management/procurement of office technology supplies by placing orders with CDW Vendor. •Work with Networking, Infrastructure, SaaS, Security, & Executive IT on IT Department scoped projects in Jira Sprints.•Lead various projects for the IT Support team via Kansan style Project Management in 2-week Sprints. •Perform daily software checks on all office devices to ensure security/privacy standard policies are upheld on all devices.•Manage Microsoft Windows servers & VM Environment by way of Citrix & AWS. •Manage Active Directory/JAMF domain services, group policy object, and user profile management. •Create documentation in Confluence for frequently asked questions and for internal procedures. •Audit/Maintain various licenses/applications/platforms in the organization to ensure IT spend/cost doesn’t go over budget. •Engage with IT leadership to ensure our Mac/Windows/AD environments are aligned with security objectives/standards.•Provide remote support by diagnosing issues reported by users utilizing logs, incident isolation & providing solutions

New York City Metropolitan Area

• Provide support for a network of 11,000+ users including leadership• Demonstrate expertise in the management of Microsoft/Apple based business applications and operating systems• Coordinated large project efforts that included team members and relevant stakeholders to ensure deadlines are met• Led efforts in communicating with vendors to inquire pricing and implementation for new software• Identify issues and properly direct escalations to teams across IT org• User account provisioning & access management via single sign-on software Okta• Troubleshoot computer hardware/software, peripherals, mobile devices and network connectivity issues both remotely and on site•Participate in on-going training/departmental development by mentoring and training Junior/ Associate Technicians.•Write, update, & publish technical documentation on multiple processes/procedures of various applications/platforms.•Ensure all Zoom Conference Rooms, Office Printers are fully functional & document technical issues.

New York, New York

-Provided Tier-2 support for 12,000+ worldwide end-users & served as an escalation point for Tier-1 Support Associates. -Escalated non-level 2 issues to Level 3 & Level 4 technicians. -Senior to six technicians where our responsibility was to provide technical support for Eastern US, Canada & Israel employees. -Provided tier-2 service desk services as an on-site technician for Windows, Mac & Chromebook computers. -Led weekly IT orientation for 120+ new hire employees by assisting them in logging in to their computer/ various platforms. -Supported Executives through on-site/on-call support for any & all IT/Security related issues. -Enterprise Admin of: BetterCloud, G-Suite, Zoom, Slack, Office365, Virtru, DUO (2-factor Auth), Adobe, & other platforms.-Created/updated all process related documentation in our Confluence Knowledge base for users and technicians. -Responsible for testing, maintenance, and deployment of all Windows/Mac desktop builds. -Management of Carbon Black Security (endpoint protection for Windows/Macs). -Utilized remote desktop tools/VOIP Phone to aid users to diagnose & troubleshoot problems. -Managed end-user accounts in AD/Okta pertaining to: Onboarding & Offboarding (provisioning & De-Provisioning access).-Used Active Directory to manage user access/to: network drives, & local standard/admin rights on issued hardware. -Setup/maintained AV comms/meetings equipment: Projectors, Tv’s, Cisco network displays, VOIP phones/ Speakers.

New York City Metropolitan Area

-Provided support for a network of 12,000+ worldwide users ​including leadership and executive team-Engage members in a memorable experience aiming to surpass expectations by providing tailored solutions-Responsible for onboarding new hires and training on the use of corporate applications and devices-Troubleshoot computer hardware/software, peripherals, mobile devices and network connectivity issues both remotely and on site-Ensured laptops interconnected with diverse systems including applications, email, file servers and google filestream-IT Asset management software and maintaining a global supply line of technology hardware and software-Performed password and MFA resets as well as viewed/modified users outside the assigned group(s)-Research alternative approaches to existing procedures when they proved to be inefficient-Worked with next level support staff to explain software and hardware errors-Daily walkthrough for Audio/Video setup in over 20 conference rooms (Zoom Kit, Cisco, and Teem Tablet). -Performed hardware upgrades on Windows/Mac systems of their HDD, SSD, & RAM to higher capacities. -Performed software updates/OS upgrades on Windows/Mac systems to ensure compatibility with software used internally. -Added laptops on Company Domain, & setup employee user profiles on laptops with guidance of on-site Level 2 technician. -Provisioned and deployed Company Windows laptops using Macrium and provided them to intended company end-user. -Setup diagnostics depending on the reported issues & applied hardware / software solutions. -Installed new software and performed software upgrades and repairs on Windows/ Mac systems. -Installed VPN/Firewall services to ensure security compliance + Implemented Endpoint Protection Antivirus solutions. Troubleshot Network/Connectivity issues, Routers/Network Printers & various network equipment. • Project management of company changeover to communication platforms

Greater New York City Area

-Took initiative to train and onboard 10+ CSAs-Strategized plans to effectively reach building health goal score of at least 90% out of 100

Greater New York City Area

-Hospitable approach to customer experience-Assisted in training over 20 onboarding associates for merchandising standards-Responsible for $15,000+ in bank deposit from total sales for the day-Led segments in which I had to meet sales goals of up to $8,000

Greater New York City Area

-Responsible for editing over 200 electrical floor plans a week using AutoCAD-Educated myself on the over 20 types of electrical supplies needed for restock-Worked with Project managers to ensure drawings correlated with the construction