Leandro Da Silva Email & Phone Number

New York, New York, Us

As the Head of User and Mobile Support at Bessemer Trust, oversee all aspects of technical support across the enterprise. In this role, I inspire and lead 5 direct and 32 indirect reports across desktop (helpdesk and desktop) engineering, mobile engineering, and Office 365 across various geographic regions and time zones. Furthermore, I ensure top-notch technical support for both clients and internal departments by curating teams of technical professionals who truly care about the company and its customers and employees.ACHIEVEMENTS• Implemented Aternity, a workstation health monitoring solution as a component of “Conference Room Operations”. • Initiated employee laptop pilot with Office 2019 installed and connected to Office 365 for primary computing use.• Drove seamless migration to Office 365, implementing a virtual desktop solution and deploying to 1,400+ laptops.• Led configuration of all technology for new company headquarters including 550+ desks and 50+ conference rooms.• Executed Windows 10 migration to 1,700+ workstations by working with department heads to minimize downtime. • Partnered with the Network group and Information Security to deploy a virtual private network (VPN) solution. • Introduced security controls on end-user devices and integrated security software (Carbon Black, Varonis, CyberArk). • Migrated on-premises mobile device management solution (MobileIron) to MobileIron’s cloud hosted solution.• Onboard a new support concierge team to assist 1,000+colleagues with using new virtual computer environment.• Launched VMWare’s Workspace One platform pilot with Citrix to provide employees access to Bessemer content. • Automated user setup process and user transfer process in ServiceNow including automating all Active Directory.• Rolled out technical support company pilot to provide employees with technical support assistance in their homes.

New York, New York, Us

As the User Support Manager at Bessemer Trust, I provided strategic direction and leadership to 10 technical support team members responsible for providing white glove technical support to 20 office locations nationwide, engendering loyalty from both clients and staff. In this role, I administered extensive asset management platform, covering thousands of endpoints and peripheral devices. In addition, I negotiated contracts and enforced service level agreements with vendors.ACHIEVEMENTS• Reduced costs by developing an infrastructure technology lifecycle plan, ensuring continually refreshed technology.• Received “strong” audit ratings by vendors for launching measures to secure environment without reducing service.• Increased quality by working with teams (Application Development, Business Support, Information Security).• Boosted customer service by partnering with managed service provider to outsource routine activities using Aternity.• Chaired the Change Control Committee to ensure changes to technology environment were discussed and approved.

New York, New York, Us

As the Help Desk Manager at Bessemer Trust, I oversaw technical support team members in the day-to-day performance of their jobs. In this role, I motivated and managed 7 Help Desk Specialist responsible for providing technical support to 20 offices nationwide. In addition, I ensured Help Desk Specialist used required tools and software to identify, document, track and resolve reported problems.ACHIEVEMENTS• Architected and led 24/7 command center with 90+% SLA for first call resolutions and 97% call satisfaction rating. • Reduced time to resolution by monitoring and managing support queues while participating in escalated incidents. • Improved performance by managing processes for communicating outage/emergency activities to organization. • Ensured top quality solutions were available to support staff and clients by overseeing knowledgebase repositories.• Migrated from Windows XP to Windows 7 across all workstations with minimal downtime and zero incidents.

Bachelor'S Degree, Management Information Systems, General

Bachelor'S Degree, Management Information Systems, General