Emmanuel Lopez Email & Phone Number

Boston, Ma, Us

Warwick, Rhode Island, Us

• Provided tier 3 level of support to an over 700 user environment• Used Freshdesk ticketing system to create incidents and reach out to users with submitted issues• Utilized Ubiquiti Unifi cloud solution to establish, configure, and effectively administer the network environment• Supported users onsite and remotely using Connectwise remote tool• Deployed and monitored Patch Manager Plus to ensure environment is up to date with all supported applications• Worked on implementation of Jamf Pro MDM solution for our iOS and MacOS Apple devices• Supported and installed laptops, tablets, workstations, mobile devices, VoIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, routers, UPS units, and patch panels• Provided white glove service to our Senior Management and VPs• Deployed Windows 11 upgrade during device refresh for employees within the corporate office• Managed Email security using Barracuda for any potential spam or phishing attempts• Administered and created user accounts with Azure/Entra AD and Active Directory• Supported Exchange Online, Microsoft Teams, and OneDrive for Business• Migrated our Allworx VoIP phone system to RI Cloudworx VoIP phone system• Vender acquisitions and management• Facilitated asset procurement, repairs, and equipment setup for our property locations• Setup and maintained IoT SmartRent Z-Wave connected devices

Deland, Fl, Us

• Provided tier 3 support, and took ownership of escalated incidents from tier 1 and 2• Logged all incidents in Fresh Service ticketing system• Provided Enterprise level support in a corporate environment consisting of over 3000 users internationally• Migrated Cisco VoIP system to Fuze VoIP system, for all employees in the US, Canadian, and Australian sites• Configured and supported printers within a server and local environment• Utilized Active Directory to create user accounts, security groups, and distribution groups• Used PowerShell scripting for deployments, mass Active Directory changes, and user list creation• Actively monitored Synology NAS drives storage capacity, drive health, and backups for file servers• Supported Cisco Meraki Wi-Fi access for user and guest access• Administered web filtering with Cisco Umbrella• Filtered spam and phishing emails with Mimecast Email Security• Responded to security threat reports from FireEye Endpoint Detection and Presidio incident reports• Maintained asset records using Lansweeper for infrastructure equipment• Managed Office 365 user licenses, SharePoint Site creation, and Teams Group setup• Reviewed failed server backups in Druva Phoenix portal and Druva SaaS Office 365 backups and resolved the issues

Deland, Fl, Us

• Provided Tier 2 and 3 IT support• SysAid ticketing system was used for logging incidents and responding to user ticket submission• Led a three-member team to upgrade the Windows 10 environment to the latest version (22H2)• Troubleshoot Office 365 Suit, Microsoft Teams, OneDrive, Adobe Acrobat, AutoCAD, SAP, and VPN issues• Facilitated IT new hire training and KP article creation using Microsoft SharePoint• Assisted onboarding new hires in all departments with device setup and user training for common tools• Also assisted in off-boarding by collecting user hardware before they leave the facility• Provided Remote support using TeamViewer, Go-To Assist, Splashtop, and SysAid remote session• Enrolled user Android and Apple iOS mobile devices with Microsoft Intune Company Portal and Mass 360• Used Lansweeper to keep track of all Service Desk assets

Orlando, Florida, Us

• Provided tier 2 support resolving Azure/Entra account, Exchange Online, and Microsoft admin portal license issues• Mentored tier 1 team with incidents and also acted as an escalation for advanced issues• Used VBS scripts to automate tasks such as mapping a network drive to a user’s account• Traveled within the US to different FBO’s sites for device refreshes and setting up new deployments• Provided Enterprise level support in a corporate environment consisting of over 2500 users internationally• Utilized SCCM/MECM to install Windows 10 images, deploy software packages, and review asset information• Used ServiceNow ticketing system to create knowledge base articles and to keep track of and respond to all incidents• Provide on-site and remote assistance with SCCM/MECM remote access, RDP, and TeamViewer• White Glove service to CFO, Senior VPs, and Directors, ensuring their technology needs were met

Orlando, Florida, Us

• Provided tier 1 support for Office 365 Suit, Citrix, OneDrive, Cisco AnyConnect VPN, and Cisco Unity• Utilized Salesforce to keep track of and respond to all incidents, also logged details, problems, and solutions• Assisted users’ network, TCP/IP, DNS, DHCP, Wi-Fi, and Cisco AnyConnect VPN issues• Performed Account changes and password reset using Active Directory• Enrolled employee Android and Apple iOS devices with Microsoft Intune Company Portal• Troubleshoot mobile devices, VOIP devices, monitors, printers, scanners, copiers, desktops, and laptops

Winter Park, Fl, Us

• SolarWinds ticketing system used for managing all IT assets, including hardware and software• Kept track of refresh cycles for laptops and desktops and ensured staff were contacted for the new equipment• Utilized SCCM/MECM to image Windows 10 machines and deploy needed software such as Office 365 Suit• Provided Tier 1 support for staff and assisted in equipment setup

Stamford , Ct, Us

• Troubleshoot and resolved residents DVR, Modems, Routers, and phones problems• Liaison between customers and contractors or third parties for support and repair of services• Used Salesforce CRM to keep track of customer interactions, log issues, and solutions

Burbank, Ca, Us

• Worked in the Entertainment department as a performer

Certification, Enterprise Desktop And Mobile Support Technology

Certification, Enterprise Desktop And Mobile Support Technology

Associate Of Arts (A.A.), Associates Degree-Theater Art/General