Cem Sahin Email & Phone Number

New York, Ny, Us

New York, Ny, Us

• Provide tier 2/3 support for 10k+ users (USA/India) based on SOP’s/SLA’s.• Lead tier 1 techs through deployments, escalations, SOP's & projects.• Responsible for user hardware/profile accounts lifecycle: Onboarding, Offboarding, & Leave of Absence.• Lead IT orientation of 120+ users remotely, helping users log in to platforms & laptop.• Access control management: Creating, Deleting, Provisioning, & De-Provisioning of account access.• Admin of: Okta, BetterCloud, Slack, Zoom, SCCM, Intune, Jamf, Active Directory.• Mobile device management (MDM) provisioning of assets (Windows, Macs, iPhones, iPads) via Jamf, SCCM & intune.• Manage, image, swap & deploy/retrieve assets of users during onboarding, offboarding, & or equipment swaps.• Manage global asset lifecycle & use Oomnitza to audit/maintain inventory accuracy.• Responsible for asset management/procurement of technology by placing orders with CDW/Amazon.• Work with Networking, Infrastructure, SaaS, Security, & Executive IT on IT Department scoped projects in Jira Sprints.• Write/update technical documentation on multiple processes/procedures of various applications/platforms.• Ensure Zoom Conference Rooms/Printers are fully functional & document technical issues.• Perform daily software checks on all office devices to ensure security policies are up to date on all devices.• Manage Windows server VM Environment by way of Citrix/AWS.• Manage Active Directory/Jamf domain services, group policy object, & user profile management.• Create documentation in Confluence for FAQ's & for internal procedures.• Audit/Maintain various licenses/applications to ensure IT spend wasn’t over budget.• Ensure Mac/Windows/AD environments met security standards. • Work with Networking, Infrastructure, SaaS, Security, & Executive Support on IT Department projects in Sprints. • Work with Department stakeholders to identify/implement IT needs & follow-up monthly to ensure needs are met.

New York, Ny, Us

Same responsibilities as Technician, IT Systems role in addition to: • Provided tier-2/3 support for 10,000+ worldwide end-users & served as an escalation point for Tier-1 Support Associates.• Provided tier-2/3 service desk services as an on-site technician for Windows, Mac & Chromebook computers.

New York, Ny, Us

• Provided tier-1 support for 10,000+ worldwide end-users.• Senior to technicians where our responsibility was to provide technical support for all employees.• Provided tier-1 service desk services as an on-site technician for Windows, Mac & Chromebook computers.• 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, Okta Verify (2-factor Auth), Adobe, & other platforms.• Created & or updated any and 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 Security/Antivirus/Firewall systems (endpoint protection for Windows/Macs).• Utilized remote desktop tools/VOIP Phone to provide assistance to users as a means to diagnose and 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.• 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 softwares used internally.• Executed Powershell scripts and other various tools to troubleshoot/resolve outages and or other issues.• Installed new software and performed software upgrades and repairs on Windows/ Mac systems.• Installed VPN & Firewall services to ensure security compliance.• Escalated non-level 2 issues to Level 3 & Level 4 technicians.• Troubleshot Network/Connectivity issues, Routers/Network Printers & various network equipment.

New Brunswick, New Jersey, Us

• Greeted students/teachers at the service desk and recommending solutions based on their needs.• Provided tier-1 help desk services as on-site technician for Windows, Mac, & Linux systems across the school.• Escalated tier-2 and above issues to the senior technicians on the New York City team.• Setup a variety of computer diagnostics depending on the reported issues and applied hardware / software solutions.• Performed hardware upgrades and/or repairs on Mac/Windows/Linux based systems. • Performed software and physical tune-ups on computers + performed virus repair on Windows based systems. • Installed new software and performed software upgrades and repairs on Windows/Mac/Linux systems.• Performed various on-site tasks such as: network, printer, audio systems & computer setups.• Placed organization devices on company Domain, and setup employee user profiles on machines.• Provisioned, and deployed company images designated for internal use at company locations.• Installed VPN & Firewall services chosen by organization to ensure security compliance for users.• Managed Anti-virus (endpoint protection for Windows/Mac/Linux systems) for security.• Trained new students/teachers in: Windows/Mac/Linux software/hardware, printers, hard drives, & networking devices.• Setup, troubleshoot, & repair Chromebook products, projectors, and other miscellaneous peripheral devices.• Performed network troubleshooting on routers, Wi-Fi Printers, & Windows/Mac/Chromebook computers with network issues.• Performed weekly maintenance on network via scheduled updates, and restarts on school access points.

Us

Master Of Science - Ms, Computer Science

Bachelor Of Arts - Ba, Information Technology