• Managed global IT end-user services and service desk operations, ensuring efficient support and high user satisfaction.• Provided data-driven insights to IT support leadership, aiding in decision-making and strategy development.• Worked closely with IT executive leadership to align service delivery with organizational goals and objectives.• Managed technical tools and technologies for IT end-user services, including hardware, SaaS collaborative services, and 24x7 support systems.• Led global laptop asset refresh for 1,500 users across multiple regions with minimal disruption.• Collaborated with CorpIT Infrastructure team with implementation of Automox for vulnerability remediation across 500 Windows laptops, ensuring compliance and security.• Managed incident and change management processes to ensure compliance support• Directed IT asset management practices, optimizing asset tracking, inventory, and utilization.• Streamlined onboarding and offboarding processes, improving efficiency and user experience.• Established CorpIT SOP’s and processes ensuring service quality posture of End User Services operations.• Successfully rectified companywide IT Asset management discrepancies in preparation of internal and external audits.• Propelled yearly successful macOS upgrades and established company-wide asset refresh programs.• Collaborated with InfoSec to establish optimized patching and compliance methods to companywide end user assets.• Built a high performing team by enhancing the team’s skillset and hired new talent to support End User Services growing global services portfolio. • Implemented and successfully deployed Code42 backup solutions to 650 companywide endpoint user assets.• Established London, UK office expansion setup consisting of Zoom infrastructure, IT Lab setup and training of new IT staff for support.• Standardized and uniformed multiple brand laptops to minimize and streamline issues through warranty, repair and refresh.

Project management working with cross-functional teams, contractors and vendors on technology infrastructure rebuilds, improvements and new building expansion. Identified and created new process documentation and how-to's to simplify workflow within the IT infrastructure.

• Created success paths for IT Staff by providing education for technical advancement and growth to senior positions.• Built and implemented new service support subscription model which signed multiple deals consisting of 300K within the first two weeks of implementation.• Improved client relationships by providing value-added metrics and revised infrastructures resulting in a more efficient and productive environments.

• Lead escalation engineer for all Desktop Support Level I/II teams• Primary IT support to 34 worldwide Executive Staff• Created and standardized Windows images for worldwide distribution• Managed AMC moves for employee relocations• Managed IT asset inventory and replenishment

• Supported executive support staff on technology utilization within the Brocade IT infrastructure.• Provided desktop and technology support within corporate headquarters consisting of 2000+ users.• Managed adds, moves and changes from Active Directory management to company relocation.• Performed daily proactive system checks to ensure network resource availability.

• Administered Active Directory, Exchange, and FTP file servers.• Assisted corporate Network Engineering team on network monitoring, performance, and uptime.• Maintained and managed enterprise software licensing and hardware warranties.• Managed on-boarding and off-boarding procedures to ensure SOP’s are performed.

• Implemented and created documentation to streamline internal IT processes.• Led successful endpoint security project which included McAfee antivirus solutions deployment to 300 users.• Fine-tuned network to promote best security practices and protect the company’s secret assets.

• Provided systems administration support for diverse computing environments consisting of Active Directory, Exchange, Windows servers and Firewalls within a 24x7 environment.• Built and configured Microsoft windows servers and desktops based on client needs.• Managed system life cycles, user on-boarding, and off-boarding procedures.

• Provided users with network and desktop technical support for day to day issues.• Supported sales force with remote connectivity which includes soft tokens, iPass, and Cisco VPN.• Created and maintain company IT documentation, instructions, Tips and Tricks and FAQ’s within the intranet.• Monitored and documented service requests via walkup, phone and through email.

• Installed, configured, and maintained servers and network appliances across 15+ client IT infrastructures.• Evaluated applications, hardware, and network consumption identified bottlenecks and made recommendations on performance improvements.• Administered mobile devices, desktops, Windows Servers and network connectivity.• Worked and communicated with clients in identifying, documenting and resolving root causes of problems in a timely manner.

• Implemented and deployed S2S VPN between US, Belgium and Germany to support rapid global growth utilizing Checkpoint technologies.• Drove global security initiatives by creating security policies and deployed global wide security infrastructures.• Created and practiced IT Runbook resulting in 1st successful SOX audit.

Provided company-wide user support on connectivity issues and uptime. Designed and managed company-wide RightFax solution.• Administered and troubleshot corporate systems within a Microsoft/Novell environment.• Worked with network engineers in administering Microsoft Exchange 5.5 and network connectivity.• Implemented and administered RightFax Enterprise server for corporate environment.• Assisted in the implementation of WebEx video conferencing within the corporate environment.• Administered our phone switch on adds, moves, changes and troubleshot voice connectivity.• Trained new hires on phone, and system utilization.