David F. Email & Phone Number

Oneonta, NY, US

Remote

• Providing advanced technical assistance with the delivery, configuration, set up, maintenance, and troubleshooting of computer systems (macOS & Windows).
• Design, build, and implement integrations in Okta to enhance system functionality and user experience.
• Administering an expansive software catalog that includes Okta, AWS IAM, Slack, Cisco Umbrella, Meraki, Zendesk, Jenkins, GitHub, MongoDB, JAMF, Kandji, GSuite Enterprise and Office 365 and serving as gatekeeper for.
• Resident SME (Subject Matter Expert) in JIRA/Atlassian suite: Developing and administering new and existing JIRA projects; responsibilities including but not limited to: Cross-departmental collaboration during project.
• Assisting in Service Desk management and professional development; improving efficiency through trend and metrics analysis, CSAT collection, process improvement and staff training, and shaping SLAs according to ITIL.
• Collaborating with hardware procurement efforts for all onboardings; spearheading IT onboarding presentation for all new employees and ensuring a welcoming experience.

New York, New York, United States

• Captured and edited high-quality images for a variety of Kodakit clients, including restaurants, commercial clients, and event photography, with a focus on enhancing brand identity and storytelling.
• Maintained an organized digital portfolio, enabling efficient access and retrieval of images for clients and future marketing opportunities.
• Secured additional freelance projects, including engagement sessions, pet photography, and general portraiture, to diversify skills and broaden client base.

Greater New York City Area

• Provided timely Level I and II technical support to over 700 employees for all PC/Mac/mobile/telephony issues, both in-person and remotely as needed; including VIP support to C-suite clientele and teleconferencing A/V.
• Served as an account administrator, conducting duties demanding of attention-to-detail, including but not limited to the creation and modification of accounts across a broad suite of SaaS platforms and Active Directory.
• Assisted with basic maintenance and support for user account administration, e-mail, VPN, telephony, cloud based file sharing, meeting collaboration software, print/fax, end-point security and all other The Trade Desk.
• Set-up and deployed end user workstations and accessories for new hires and performed hardware refreshes on pre-determined cycles.
• Managed inventory space and kept accurate count to ensure chain-of-custody.

New York, New York

• Day-to-day leader of the NY regional IT team, providing innovative, personable mentorship to three junior technicians, directly attending to escalations and VIP cases with the utmost celerity and sensitivity
• Conducted in-depth research, resolution, and documentation of 2nd tier & VIP incidents
• Delivered cutting-edge, amiable technical support to employees and clientele, over the phone, email, and via ServiceNow
• Utilized advanced remote administration tools such as SCCM, PowerShell, and Casper suite to ensure system compliance and security.
• Carried out site visits to acquired companies as an acting IT liaison, documenting ongoing issues and rolling out inventory
• Educated the user-base in the use of cloud technologies including mass storage (i.e., Box) and e-mail (i.e., Office 365); carried out ad hoc user training sessions

New York, New York

• Resolved up to 25% of incoming Help Desk tickets per month, consistently delivering up to 58% higher closed ticket counts than the team average
• Applied technical expertise in the resolution as Tier 1 and 2 incidents involving Mac OSX, Windows 7 PCs, Android and iOS mobile devices, supporting a deep breadth of Enterprise software, and maintained an effective.
• Provided technical training and support to junior technicians on the team
• Handled after-hours and weekend on-call support; provided crisis escalation to senior management

New York, New York

• Proactively monitoring client's networks using GFI MAX dashboard and alerting tools.
• Remote troubleshooting, research and resolution of 1st, 2nd & 3rd level tickets via LogMeIn/LogMeIn Rescue, and making field service calls to address issues deemed not resolvable remotely.
• Coordinating with the field support team and delegating incidents for 3rd level or on-site support.
• Regularly reviewing client Asset Inventory Reports and providing recommendations for infrastructure improvements, as well as monitoring and ensuring delivery of automated reports and alerts to ensure clients remain.
• Submitting written status reports and updates into our PSA system for all service performed, keeping our clients and the internal support team fully apprised of all open, in-progress, closed incidents, and projects.
• Supporting, assessing and troubleshooting for an enormous variety of clients (accounting, law, architecture, finance/investing, PR/marketing, publishing, schools and churches.) and technologies, including but not.

6 Harrison Street, New York, NY

• Assisting in the development & implementation of IT policies, procedures, and company-wide IT infrastructure changes.
• Serving as the "go-to person" for internal IT support (troubleshooting Microsoft exchange/email connectivity issues, Windows 7)
• Website bug testing – ability to thoroughly test and document new features with rigorous, detailed testing on multiple browsers/computers.
• Computer hardware & software troubleshooting and setup (computers, phones, printers, etc.)