Gabriel Schwartz Email and Phone Number

• Providing end user support and advisement to c-level executives and end users alike, in a white glove support capacity.• Serving as an on-site liaison to ensure the completion of ongoing IT projects and initiatives within Monday.com• Ensuring devices receive crucial security and application patch updates via Automox.• Collaborating in a team-driven environment on initiatives relating to cyber security best practices via KnowBe4.• Authoring and updating knowledge base articles within IT Glue to ensure the transparency of up-to-date information.• Overseeing access management and general permissions across the suite of Microsoft 365 admin suites.

• Acted as a primary point of contact for all L1-L3 Service Desk-related inquiries at iCapital’s Greenwich, CT office. • Utilized knowledge of both, M365 and Jamf Admin consoles, on the oversight of end users’ devices and permissions.• Created, organized and oversaw much of my department’s standard operating procedures for our knowledge base.• Employed use of PowerShell to perform tasks such as scripting, permissions changes and the querying of information. • Piloted several cross-departmental projects, which allowed for cross-functional skill sets in InfoSec and Networking.• Spearheaded the new-user IT onboarding process for all incoming new hires at the Greenwich, CT office.

Cloud Services Reseller/Provider based out of London, UKI was a Senior Service Desk Engineer for our 2nd Line Team (L2), where I triaged all IT-related matters to the Service Desk, as well as provided in-person and remote support to a multi-national clientele. • Employed technical expertise on clients' infrastructures by monitoring and troubleshooting Cloud consoles’ issues. • Operated alongside Cloud Engineering to identify root causes of common system problems and correct them.• Drove the continuous improvement of junior engineers through the identification of key performance indicators.• Preserved rapport with core customers by way of delivering SLA, ITIL and technical engineering best practices.• Provided L1-L3 and executive level technical support for Workstations, Servers, VPNs, VMs, and AV applications.• Led the assignment of daily workloads for staff across the Service Desk as well as tasks catered to specific skill sets.

Managed Services Provider in NYC, providing network support solutions via Network Operations Center (NOC).Currently working as part of an interdisciplinary team to achieve project milestones, Providing technical support and oversight of network infrastructure to large-scale companies and Office 365/Exchange (EAC) administration• Initiate and fulfill ITIL processes: Incident Management, Access Management and Knowledge Management• Perform software distribution and patch management to Windows PCs, laptops and servers via SCCM• Currently acting as first technical point of contact between business partners and clients• Manage and administer: SCCM OSD deployment process including the driver library• Performs first-level network administration duties including credential management and access management• Work with problem management to identify reoccurring incidents and improvement plans to negate occurrence of incidents

Tier 1 & 2 solutions to both hardware and software related issues. Implemented known knowledge of networking and learned new personalized techniques relating to company's infrastructure, all while adhering to compliance regulations.- Provided technical support to clients' off-site servers via Remote Monitoring & Management system, and responded timely by reporting to appropriate levels of command in the event of outages- Maintained Service Level Agreement by prioritizing the importance of end users' computing needs & ensuring all requests were resolved or escalated appropriately.- Controlled database of end users and distribution groups via Active Directory & Microsoft Exchange, facilitating clearance requests given by Human Resources.- Performed maintenance on department's assets, contributing to a seamless end user experience while meeting Operational Level Agreement (OLA) standards.- Liaised between System's Engineers and Senior Staff, ensuring project goals/deadlines were met.- Securely supported company's networking infrastructure by way of understanding networking protocols and practices, allowing the assured function of the company's systems apparatus

Enabled company's clients to work efficiently and productively by maintaining network infrastructure and software/hardware support. Windows XP & 7 configuration and maintenance.- Utilized understanding of DNS, DHCP and TCP/IP to configure Networks and Workstations- Provided Technical/Helpdesk Support for both, company employees and for clients’ eDiscovery (electronic litigation software app) software platforms- Liaised between lawyer clients and IT Administrator to ensure clients’ project needs were met- Consistently traveled to company's cross country location to assemble and deploy large quantities of machines and image them.- Repaired and maintained Windows XP & 7 machines daily and installed necessary miscellaneous and eDiscovery software which enabled clients to work efficiently- Received, logged, assembled and configured large orders of computers for company with accuracy and accountability