Senior Associate - It Support
Current• Execute, and assist in the improvement of, the onboarding/offboarding process as company expands from initial ~200 employees to ~1600+ employees/contractors currently, in compliance with regulatory bodies and SOC auditso Automated user account creation process with powershell scripting to accommodate for seasonal hiring rush (60-80 users/week). Later automated almost completely with Manage Engine ADManager Plus software• Work closely with Facilities and HR to manage large number of onboards/offboards weekly as well as gradual re-entry to Robinson complex• Triage all incoming tickets and phone calls to all departments using Manage Engine Service Desk Plus ticketing systemo Act as final escalation point with other senior techs for ticket resolution• Project-managed decom of legacy GSuite environment with hundreds of users, saving company thousands/month• Act as primary contact with Lenovo for warranty claims and on-site/shipped repairs, manage inventory accordingly• Created “cheat sheet” documentation for call center personnel to assist initial troubleshooting with their workstation (Five9 software, headset, microphone)o Update SOP documentation regularly in Sharepoint knowledge base• Assisted with Polycom rollout across 30 conference rooms as well as designed conferencing solution for non-polycom huddle rooms
