Cecil W. Email & Phone Number

New York, New York, United States

-Provided Organization Identity Management and Infrastructure Security using Okta and conducted application provisioning and SAML integrations-Supplied Tier 3 level support by diagnosing and supporting Workstation and Telecom provided prompt White Glove solutions for Executive and Trading floor staff including implementing system security by configuring, monitoring, and maintaining email applications and virus protection software-Administered Cloud solutions and backup services while Testing and packaging software and scheduled patches for servers / workstations deploying enterprise level applications such as Bloomberg, Salesforce, and Reuters for 100+ users globally-Migrated MDM application for the firm and provided support for various Enterprise level mobile technologies using modern MFA security solutions and application package support-Coordinated with the CTO and Service Desk Manager on high priority issues for technical escalations, analysis for long term solutions and new product deployment and management-Resolved Virtual server configuration problems, wrote powershell scripts to automate and deploy features and applications, and assisted with various Vmware-based inquiries

New York, New York

Provide PAAS support and B2B service management for end users of multiple high profile clientsHandle and resolve end user issues via telephone, incoming tickets and onsite support within SLA agreements, while meeting service level goals for each client.Responsibilities include break/fix, new build outs and escalation of level 2 calls, Active Directory administration, BES administration, SAP support, VMWare support, VPN authentication, mobile phone/tablet support, proprietary software support.Utilize and support Automation tools to support end users and internally escalate issues internallyModify and troubleshoot group policy, SMTP, login scripts and NDR based troubleshooting.Properly document all issues in tickets and update knowledge base articles for other engineers.

Greater New York City Area

Managed tasks, projects, and department goals with other Seniors, and delegating tasks amongst Level 2 help desk technicians. Performed full equipment and network rollout in various office and call centers in NYC area, including WorkStation building and imaging, network infrastructure, cabling, and server room builds.Utilized a proprietary ticketing system, and worked with over 800+ staff at various clearance levels and departments with system and networking issues, using various support methods including remote, phone , and deskside support tools while respecting ISO standards and Security standardsMaintained an Inventory management system, and perform equipment auditing and procurement regularlyManaged Active Directory and Exchange server logins and security groups for various access and firewall rules such as VPN, remote desktop, and share drive/intranet access.Coordinate all Service Desk functions with other systems staff to assure operation of the Call Center’s managed care system necessary to support project operations, as well as to resolve WAN, network latency, Telephony, and conferencing issues.

New York, New York

Engaged customers using sales and customer service skills to provide technical solutions to their daily needs while establishing a strong client baseCollaborated with the sale teams in explaining services and technology to help achieve business goalsPerform complete setups, upgrades, and repairs for clients with Geek Squad support as well as selling standalone services

Concessions, Ushering, Box Office

New York, New York

Assisted in setting up of new computer equipment, and install software in classrooms and officesUpgraded, re-image, cleaned malware from computers as neededConfigured wireless devices to access Department of Education networks while maintaining Active Directory settingsMaintained and uphold security and information policies enforced by the Department of Education Routed and terminated network tables in a classroom and office setting for various networking functions, such as computer labs, presentations, and conference calls

Office Work, Public Administration, Event Planning