Provide support for company employees across three buildings using a wide range of technologies such as Windows 10 and Windows 11, Azure, Flexera, Teamviewer, Service Now and Office 365.

As a service delivery engineer, this is a customer facing position that engages with approximately 4000 customers. On any given day I will either trace and activate a dead phone line or work with an employee on desktop issues, or deliver a new system that replaces an out of warranty computer, along with migrating data and installing and configuring any required business applications, adding printers, mapping network drives, imaging or reimaging computers using SCCM or simply moving a customer to a new location.I use Service now as the ticketing and inventory platform.

Perform system and data migration for users in the Avaya network at a national level. As the only technician in Miami I worked without direct supervision and I had to make a lot of decisions on my own. I improved the imaging process that was being used by setting up and implementing a FOG imaging server from the ground up as well as building the system images for the hardware that we support (Lenovo, Dell and HP), reducing a new pc setup from over 3 hours to under 30 minutes per computer. I also perform technical assistance to users via TeamViewer, when necessary.

Perform system and data migration for users in the Avaya network at a national level. As the only technician in Miami I work without direct supervision and I have to make a lot of decisions on my own. I improved the imaging process that was being used by setting up and implementing a FOG imaging server from the ground up as well as building the system images for the hardware that we support (Lenovo, Dell and HP), reducing a new pc setup from over 3 hours to under 30 minutes per computer. I also perform technical assistance to users via NetMeeting, when necessary.

Perform a systems and data migration from Windows XP Professional to Windows 7 Professional. Implement changes and improvements to the company FOG server, from where much of the host imaging and deployment is executed. Perform basic Active Directory tasks, install and configure hardware and software for users across the company in accordance to company policy and procedures.

Perform a systems and user data migration from Windows XP Professional to Windows 7 Enterprise, from Dell machines to new Lenovo desktops. I had to image, prepare, install optional software, add new computers to the domain and move computer accounts to the correct OU, verify printer installations, call users in order to migrate their data and switch their equipment and troubleshoot printer or software issues as well as document the steps required in order to secure a group of machines belonging to a special department.

Perform disconnect/reconnect of computers and peripherals, hardware and software upgrades, equipment rollouts, create users, delete users, perform password changes unlock user accounts, assign proper group and folder permissions and customer support at Citigroup locations as well as corporate attorney’s offices in Manhattan and Miami.

temporary contract work. Call State Farm agents to schedule upgrades and verify that the necessary equipment has arrived on site. Travel to State Farm Agent offices and replace the existing desktops, printers and AIOs with new Dell 760 desktops and HP 8000 printers and / or HP 8500 AIOs; make sure that all data transfer has been performed as well as the transfer of user settings. Pack and label all the old equipment for return to State Farm headquarters at Bloomington, IL for reconditioning or recycling. Arrange for FedEx pickup of the old equipment.

As a member of the Desktop Support Department my responsibilities entailed setting up new Dell, IBM/Lenovo and Apple systems for new and existing users as well as troubleshooting and resolving system and network issues using the Magic SDE ticketing system. I also provided support for a variety of medical applications, VPN access, network printer setup, desktop imaging, system upgrades, transfer of user accounts etc in a corporate environment of about 5,000 users.