Daniella Sapozhnikova Email & Phone Number

New York City Metropolitan Area

• Coordinate communication with clients, promptly identifying and addressing potential risks such as phishing or account compromise, and implementing mitigation measures such as resetting MFA, passwords, running antivirus scans, and clearing browser cache• Train and advise internal employees, and contractors on IT standards, procedures, policies, and compliance issues, utilizing hands-on guidance, remote support, and step-by-step instructions to facilitate understanding and skill development• Act as the first point of contact for all hardware, software, and connectivity issues, successfully resolving a diverse range of tier 1 and tier 2 technical issues• Employ analytical skills as a queue manager, analyzing and filtering through a minimum of 50 reported incidents, requests, calls, and issues per day, prioritizing those that impacted IT services or had the potential for unplanned interruptions• Demonstrate consistent support and follow-through by utilizing various communication channels (email, phone, remote connection, and in-person interactions) to assist internal employees, and contractors across departments and regions globally• Collaborate with teams and escalated tickets to subject-matter experts when necessary, ensuring timely and appropriate resolution for complex technical issues• Develop detailed reports and technical guides focusing on common technical issues, providing comprehensive documentation for troubleshooting, knowledge sharing, and future reference

New York, Ny

• Documented and resolved a wide range of tier 1 and tier 2 technical issues, including break/fix scenarios, installations, and connectivity problems• Ensured complete and accurate resolutions by obtaining confirmation from end users, verifying that the reported issues were successfully resolved• Expertly set up new user workstations, performed PC upgrades and migrations for existing users, and facilitated the relocation of computer equipment during office moves and for new, visiting, or relocated employees• Assisted an average of 20 staff members per week by efficiently imaging/re-imaging laptops/desktops, performing seamless data migrations, and deploying machines with necessary software and peripherals• Utilized SCCM for imaging and re-imaging of machines, ensuring accurate software configuration, and employed a customized Dell tool for streamlined data migration• Cross-referenced Active Directory to prevent duplicate machine names and retrieved SCCM reports based on machine names to ensure accuracy and consistency• Hosted regular Zoom sessions, delivering comprehensive instructions, troubleshooting assistance, and step-by-step guidance for the Intune setup and enrollment procedure on both personal and corporate mobile devices

New York, Ny

• Acted as a resource for all Micros (POS) issues and provided remote and/or onsite assistance where needed• Set up POS system (Terminal, IP printer, scanners, and NFC readers), creating and maintaining database, POS buttons, and prices when necessary• Coordinated the installation of new software by installing, testing, and monitoring the operation of the software, ensuring that the software meets the departments' needs• Resolved basic systems issues with employees by remotely assessing their computer or resolving issues onsite• Provided 15 employees with demos, training, and clear communication for resolving Micros (POS) technical issues• Supported the Network Specialist in configuring new employees with company phones, camera access if applicable, laptops, access control, logins, and all network and system administrative responsibilities necessary according to the position of the new employee

Brooklyn, Ny

• Provided troubleshooting to clients by identifying their issues and needs, researching possible solutions, guiding them through corrective steps, and following up and scheduling return calls to customers when necessary• Interacted with customers both in-person and remotely to provide and process information in response to inquiries, concerns, and requests about products and services• Identified priority issues and documented exchanges based on client specifications to enhance customer satisfaction and improve relationships with clients• Ensured system information, changes, and updates remained current and up to industry standard

Brooklyn, Ny

• Provided technological support to all staff through Windows desktop troubleshooting, printer, and network troubleshooting, and assisted with general software, printing, and network access issues• Managed Microsoft Access database to store and link organizational data• Acted as the computer lab attendant, ensuring that computer equipment was being cared for properly by users• Performed laptop and desktop maintenance• Prepared and conducted training on technology-based topics to staff

Master Of Science - Ms, Cyber Security And Information Assurance

Information Systems