Provident Bank (ETeam Consultant)Provide Tier 2 desk-side White Glove support to C-level executives with issues related to Windows, IOS, Dell laptops, Apple/Mac, Mobile Devices, HP printers, MDM, Office 365. Analyze issues to determine root causes, identify risks, and work issue to resolution. Oversee the day-to-day execution of the asset management policies and procedures. Champion procedural participation, report effectiveness in key performance indicator (KPI) and metrics attainment, governing asset management process for all physical and virtual devices, software. Analyze asset management processes for improvement in effectiveness and efficiency purposes, communicating on a thorough and consistent basis throughout the IT organization. Coordinate to ensure that HW inventory is up to date and all the required information is gathered for Asset Life Cycle Management. Track and retrieve assets for offboarding users. Provides internal IT organization training on the asset management processes and facilitates the necessary activities and meetings. Manage Service Now Asset import project, reporting milestones and holding weekly status meetings. Import and normalize asset data (HW and SW) from SharePoint into the ServiceNow HAM and SAM modules. Clear the backlog of devices that need to be inventoried and assigned.

Bausch Health (Insight Global Consultant)Delivered VIP White Glove support to C-level executives as first point of contact on-site consisting of over 1,000 users. Provided A/V support to conference rooms, town halls, board meetings, using Zoom, MS Teams, Poly, Crestron, Logitech, and Yealink. Led cross-functional support efforts, worked with department leads, mobile, and engineering team. Utilized Azure and Intune to support cloud-based endpoint management of Windows and IOS Devices. Used TeamViewer to provide remote support to offsite users to complete tasks and resolve incidents. Analyzed issues to determine root causes, identify risks, and work issue to resolution. Logged incidents in Service Now, monitored metrics, diagnosed chronic issues, and created Knowledge Base articles. Supported Lenovo and Surface laptops, MacBooks, iPads, iPhones, Windows, IOS, Android, Intune, HP printers. Installed, configured, and troubleshot user workstations and related hardware, software, and system issues.

(Consultant at Tiffany and Co.) Provided Tier 2 desk-side White Glove support to C-level executives and provided global support to issues related to Windows, IOS, Dell laptops, Apple/Mac, Mobile Devices, HP printers, Jabber, MDM, Office 365. Trained and mentored Junior Technicians and led support as an escalation point within the team. Acted as project coordinator for Windows 7 to Windows 10 Migration and Hardware Refresh Project; with a budget of $1,800,000 and a deliverable of over 500 endpoints targeted. Scheduled upgrades with end users, managed vendor resources, prepared devices for deployment, and shared reports with key stakeholders. Utilized SCCM for software distribution and remote control and Active Directory Users and Computers to perform administration, distribution lists access, group access, user account creation, resource mailboxes access and creation, misc. permissions, and password resets. Tracked and closed tickets in Service Now, diagnosed chronic issues, and created Knowledge Base articles.

• Provided Tier 2/3 technical support to Windows 10, MAC OS 10, and mobile devices (MDM) to 24,000 employees worldwide. Delivered white glove face to face support to C-level executives. Supported remote users with Bomgar remote support software. Utilized Service Now for IT Service Management Tool (ITSM). • Troubleshot hardware issues with Apple, Lenovo and Dell PCs, Laptops, tablets, and printers. Supported MS Office 365, Outlook Email, BitLocker, Wyse Thin Clients, Citrix, IOS, web apps, Java, VPN, IE, and Skype. Remained within agreed upon SLA and averaged less than 8 hours for MTTR. Received 4 “Count On Me” Awards for exceeding user expectations and exemplary service.• Oversaw all components of the project life cycle, from project inception to closure, for laptop domain migration project, with the deliverable of over 350 endpoints targeted. Implemented waterfall approach, created WBS, managed vendor resources, and shared reports with stakeholders. Project was completed on time and under budget with a CPI of 1.22. Awarded Tech of the Month for performance leading the project.• Project coordinator for Citrix Upgrade Project. The project had a deliverable of 200 Wyse Software upgrades. Project was completed 1 week ahead of schedule and under budget. Received CY Award as a result.• Team Lead for Windows 7 Operating System Migration Project. Scheduled and performed upgrades, led onsite efforts. Project was completed on time with minimal disruption to the users.• Project Manager for 4 Global Hotel Conferences in Las Vegas. Met with key stakeholders to collect requirements and determine budget. Coordinated procurement of rented computer equipment. Directed and managed onsite technical team. Positive feedback from project sponsor was received after each conference for outstanding communication, technical support, and procured resources. • Participated in major 800 user office move to new building. Project completed on time.

(Consultant at Wyndham Worldwide)• Led Asset Inventory Project as project manager. Oversaw project team and vendors - created WBS and developed schedule. Directed and managed project work. Communicated milestones to key stakeholders. • Due to my commitment and dedication on the project, this led to a permanent position in the Information Technology Department of Wyndham Worldwide.

• Dispatched appropriate Plant and Engineering personnel to service calls, imputed data in ticketing software. Monitored call volume and resource performance. • Created quarterly performance reports to present to the Senior Leadership Committee. Mean time to resolution improved by 5% each quarter reported.

• Provided over 2,500 users Tier 1, 2, and 3 end user support on corporate campus and remote branches.• Solved problems face to face and over phone through Help Desk while logging calls into Track-It Software.• Built and hardened Windows Servers, applying service packs, configuring shares, user rights, and print queues.• Created Domain users and Exchange mailboxes, assigned rights, groups, and login scripts.• Performed HRizon SQL Database maintenance including weekly reorgs, daily backups, and biannually patches.• Led Merchants PC Conversion Project on site in NYC and configured servers for NorCrown and Shrewsbury.• Participated in major bank wide hardware and software rollouts including IBM XP PCs, bank wide OLF to Zeus software conversion, 300 Synergy software installs, Open IT: IPX/SPX to TCP-IP conversion, and many more.

• Provided 2,500 end users on site technical support over phone and on site to Windows based PCs. • Serviced Lexmark and HP laser printers and troubleshot network issues with servers, hubs, and routers.• Assisted with upgrades and installs during major hospital wide hardware and software rollouts.