• Respond to user issues received through our current ITSM tool or management requests and update tickets accordingly throughout the issue resolution process• Supported and assisted with an Intune migration project for the entire NY office, migrating from WorkSpace One• Move, configure, install and setup computer equipment, operating systems, and application software• Evaluate and diagnose hardware and equipment failures• Provide user support for Apple device hardware and management systems• Track and maintain accurate equipment inventories• Conduct research, collect data, and contribute to or execute projects as needed• Secure workstations against malicious software and facilitate necessary updates to antivirus software• Mentor and coach level I and II engineers and serve as a point of escalation for complex tickets• Complete escalations work and various projects.

• Dedicated support person for clients’ Executive Team, handholding them with any and all software and hardware questions. o Set up staff workstations with PCs, Macs, phones, and laptops. o Performed day-to-day break-fix Mac and Windows support.• Collaborate with Business Owners and Business Stakeholders on how to use the features and capabilities of new technologies.• Provided support and training for commonly used off-the-shelf and proprietary software applications.• Responded to Help Desk calls for users working via Citrix and troubleshoot connectivity and related conflicts.• Configure and install new, upgrade or replacement computing systems, mobile devices, printers, VoIP Devices, telephone systems, and other technology tools. • Supported meeting-related data connectivity, including setup of Audio Visual (AV) systems, and Neat Board Zoom and Microsoft Teams presentation systems. • Ensured network, system, and data availability and integrity through preventative maintenance and upgrades.

●Worked as an onsite consultant to Iconix Brand Group●Provide phone support and remote remediation for complex issues●Complete daily tasks such as check conference room IT equipment, check printers, check file server connectivity, monitor anti-virus web console for threats, monitor network devices and ports●Troubleshooting and resolving customer system problems across a broad range of technologies●Experience using ConnectWise and Service Manager Console ticketing systems●Provide remote installations of software, upgrades, service packs and security updates for Mac and Windows●Performed new user setup including Active Directory account creation, provide MS Office license, laptop/desktop configuration, IT equipment setup at desk – Performed employee terminations according to guidelines●Maintain and manage office IT equipment using the company asset manager website●Provide onsite helpdesk support including analyzing and resolving end-user issues, installations, updates, daily IT troubleshooting for Mac and Windows●Participate in and occasionally lead the daily team meeting discussing and reviewing open and closed tickets●Monitor client’s systems/systems alerts and remediate issues when necessary

• Provide IT support for 10+ offices located in the US via remote access tools, phone call, and chat using Skype for Business.• Worked with moderate to high volume tickets with experience using Help Desk Authority and ServiceDesk ticket system.• Primary hardware/software support for Macs with experience in using Mac OS El Capitan, Sierra, High Sierra.• Provide support for Windows 7, 8, 10 operating systems, skilled in troubleshooting PC hardware/software issues, and LAN/WAN network connectivity issues.• Install and troubleshoot connectivity issues with Barracuda VPN Client.• Responsible for setup and management of meeting applications such as WebEx, GoToMeeting, BlueJeans.• Provided IT support for Microsoft Office 2010/2013, Office for Mac 2010/2016, experience in using Google Suite, Dropbox.• Involved in setup and rollout of 100+ desktops, experience in deploying and imaging PCs.• User administration and account creation/termination in Active Directory, password resets, Exchange Server 2008/2012.• Involved in domain migration – Westwood One domain to Cumulus Media (parent company) domain, stayed after hours for planning, PC visits, and migration setup, and provided support for users once the migration was completed.

• Provided Help Desk support for multiple locations – New York, San Francisco, Boston, London, Malta.• Created documentation and “How To” on new software.• Assisted in implementing and deploying new software via SCCM.• Assisted with equipment replacement such as switches and UPS.• Troubleshoot issues for company clients and senior level management.• Managed many vendor relations with troubleshooting and maintenance.• Handled all new hires and leavers with IT orientation and account setup/removal.• Setup FTP sites for client file transfers.• Managed company phone system via web portal.• Order and manage IT equipment.• Image laptops/desktops and add hardware.

• Install hardware and peripheral components like disk drives, printers, keyboards and monitors.• Load software packages such as operating systems and office applications.• Customize and adapt current programs to satisfy users’ needs.• Connect users to networks and train on applications.• Install, repair and conduct preventive maintenance of personal computers by providing technical support.• Troubleshoot software and hardware failures, and determine network problems.• Research user questions and isolate and resolve user related problems.

• Supported over 100 users (sole IT person on staff in user support department).• Manage and create users in Active Directory, Exchange Server 2010 and Windows Server 2008.• Escalate certain work orders to appropriate Administrator or Technician.• Troubleshooting, installation, configuration and repairing issues in Windows 7, Office 2010 and Outlook 2010.• Assisted with Citrix connectivity issues.• Install, troubleshoot, and data input for AbacusLaw data management software.• Worked with hardware and software vendors to diagnose and correct problems.• Monitor system backup procedures and execute recovery operations when necessary.• Load new or update software on existing equipment.