I am responsible for managing the national Desktop Support Team for a 38 location, 900 Attorney Law Firm. The team I manage consists of 9 team members that can be supplemented by consulting help at any given time. Primary responsibilities include managing the day to day operations of the Desktop Support Team which includes escalation management, Incident/Request/Problem management, vendor management, adherence to department SLA’s, review metric data, and provide project updates to the PMO via the Agile method. In addition to the responsibilities above, I also participate in regular change management meetings and IT leadership meetings on a weekly basis to discuss department strategy and direction.• Adjusted the Desktop Support model for the COVID-19 Pandemic to ensure essential employees in the office could still receive deskside support when needed.• Drove the clean-up of the Desktop Queue backlog of tickets from over 500 to a norm of 90-120 depending on workload.• Split up the Desktop Queues into regions to better organize incident management workflows and to provide faster service.• Cleaned up the Asset Management process and recovered 23 machines that were deemed missing from a deployment project. Also recommended an Asset Management Tool that has a Lo Jack feature.• Engaged and brought on a new managed services external support vendor that better aligned with the firms needs on external IT support for our remote offices.• Improved the desktop software package deployment infrastructure by having 19 SCCM Distribution Points installed in the larger remote offices of the firm to make package deployments faster and to allow the ability to image hardware at the site.

I Managed the IT Operations Support Teams for Allscripts Client Summit Health Management/Summit Medical Group, a healthcare provider with 900 providers and 70 locations throughout Central and Northern New Jersey. Primary responsibilities for this role include management of the IT Support teams consisted of the Service Desk/IT Desktop/Telecom functions, reviewed metric data that reflects performance & productivity of the teams, ensured agreed upon SLA’s with client are consistently met, facilitated client escalations, managed various IT Operations Projects, and performed general management functions such as approving timecards, time off, expenses, etc.• Engaged in the change management process to ensure that any changes do not affect day to day operations or the user experience.• Regularly met with the IT Operations Support Teams to review metric data and finalize deliverable expectations.• Improved IT Operations SLA’s from a 64% completion rate to a 100% completion rate in 30 days.• Collaborated with IT Leadership to ensure all SLA requirements are met on a consistent basis.• Regularly meet with external IT Business Partners to ensure we receive aggressive pricing on hardware and software needs.• Regularly met with the client stakeholders and project sponsor to understand technology needs and to provide project updates.• Opened up collaboration of the internal IT teams by starting a “shadow” program on the Service Desk to encourage organic growth.

I managed, coordinated, and lead the IT Desktop Support Team along with managing IT Desktop and Infrastructure hardware projects for Allscripts Client Summit Health Management/Summit Medical Group, a healthcare provider with 900 providers and 70 locations throughout Central and Northern New Jersey. Primary responsibilities for this role included handling escalations on the Desktop Support Team, assigning tasks to individuals on the team, ensure SLAs are being met regularly, meeting with the business regularly to provide updates on the project, meeting with IT management and project team regularly to provide updates on the project, ensure the project meets the required timelines within the life cycle, and ensure project budget needs are under or at budget. Projects include acquisitions of private medical groups or practices to Summit Medical Group, new building for medical use, new office space for medical use, and misc. requests such as new conference centers, department moves, or new departments added to an existing space. Tracking of open IT Projects are kept in the departments Microsoft SharePoint site.

I provided level 1 through 3 desk side technology support for Allscripts Client Summit Health Management/Summit Medical Group, a healthcare provider with 600 providers and 85 locations throughout Central and Northern New Jersey. Responsibilities included PC Hardware & Software break fix, IT equipment moves, IT equipment deployments, Mobile device support, VOIP Telephony, Printer Support, and AV assistance. I was also required to meet a set SLA agreement defined by Allscripts and the client. My daily work was tracked via tickets in CA Desktop.

I provided level 2 and level 3 desk side technology support at Omnicom Media Group headquarters in New York. My responsibilities include PC software issues, PC hardware issues, Network Performance, Active Directory Administration, Mobile Voice Equipment, IP Telephony, Printer Support, Microsoft Exchange Administration, and Audio Video Support. My work is documented daily by using Altiris, a ticket tracking system and I am also required to provide first class technology support to all top executives in the office.• Provide round the clock technology support for the office executives.• Provide level 1 and level 2 technology support to 1000 users within the office.• Responsible for setting up mobile devices which includes Blackberry, iPhone, Androids, Windows Mobile phones, Tablets (iPad, Windows Tablet), and MIFI devices.• Responsible for maintaining exchange mailboxes and distribution lists, including creation, adding/dropping users, and deletion.• Be available to provide technology support to onsite and offsite business events.• Participate in after hours support rotation.• Maintain a level of Professionalism and Courtesy when assisting end users with their technology needs and issues.

I provided technology support for J3, A Media Agency under the IPG Mediabrands umbrella. I was the primary IT contact at the site and my responsibilities included PC and MAC software issues, PC and MAC hardware issues, Network Performance, Active Directory Administration, Mobile Voice Equipment, IP Telephony, Printer Support, and Audio Video Support. I was also required to document my work by using Remedy, a ticket tracking application, kept inventory of current IT equipment, and make sure the agency was following the guidelines for Sarbanes Oxley (SOX).• Provided desk side technology support to 200 users within the office. I was also responsible for assisting users at the sister agencies around New York City and the Eastern United States.• Responsible for the administration of Active Directory Accounts at the location including on boarding and off boarding.• Performed routine maintenance for on-site servers. This included Data Backups, Server OS updates, and Emergency Support.• Provided technology advice to the agency regarding business and media events.• Responsible for the Sarbanes Oxley (SOX) IT controls at the site.

Collaborated with Network Administrator to monitor and maintain enterprise network infrastructure. Analyze network logs to identify and resolve bandwidth utilization, network outages, security, and router/switch performance issues. Was responsible for management and maintenance of network firewalls. Establish and administer security policies.Facilitated configuration of VPN connection for approved vendors for processing of ACH transactions with the core banking applicationHand-picked to assist conversion of Cisco telephony system at corporate and branch locations to Shoretel telephony system.Responsible for maintaining and monitoring the Barracuda Spam filter, and the Trigeo Network Monitor Appliance.I maintained and regularly monitored the Checkpoint Firewall for malicious data attacks and was responsible for adding and disabling VPN connections with outside vendors

I was required to support 250 end users in a financial institution. This would include handling support calls over the phone as well as replacing hardware equipment such as printers, monitors, scanners, and computers. I was also required to make branch visits when needed for onsite support. Also, I was responsible for daily tasks such as loading backup tapes and verifying that key systems are up and stable I provided excellent customer service to the end users and worked quickly to resolve their issues. Participated in a weekly on call rotation for after hours support.

Provided technical servicing and support of Windows-based systems. Planned and managed workstation upgrades. Performed strategic troubleshooting and problem resolution. Resolved warranty claims and completed IT sales transactions.