AWS Support Lead. Supporting AWS systems /EUC/vDaaS Moving forward in the Cloud Community

Johnson&Johnson Level 3 Client Virtualization Incident Ticket Manager (Service Now)Responsible for managing and ensuring the assignment, troubleshooting, escalation, and resolution of all level 3 incident tickets for Amazon Workspaces within Johnson&Johnson environment. AWS Workspaces- provisioning, terminations, rebuilds, reboots, workspace upgrades (RAM/HDD), region/availability zone changes, troubleshooting login issues, functionality issues, set up of workspace, other miscellaneous issues with AWS client EC2- creating snapshots, mounting volumes, other various functionsCloudwatch- monitoring workspace instances and individual workspace metrics/health

Senior Information Technology Specialist L2 / VP Executive Support Team Lead of three technician team supporting the Johnson&Johnson Information Technology Services Building. Duties: As VP executive support, I assist and resolve issues with high level users (VPs) within short time frame to ensure minimal downtime. Achieved high client support ratings in the department and exceeded standards for trouble ticket turn around times. Provided internal customer support for various divisions of the company. Performs analyzing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems. Responsible for partnering with the business units they support to understand the business impact of support issues. Act as a technical liaison with user groups and other IT partners for systems support and implementation. Provides an effective interface among users, vendors. Authored user manuals to assist users with new processes implemented. Work independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements. Trained and orients client staff on use of hardware and software. Support 1200 end users in many aspects of the hardware and software environment. Logged all trouble tickets (SERVICE NOW System) accurately as per the IT department best practices, maintaining complete documentation of problem cause, impact and resolution. Active directory, Win 7, SCCM, Anti Virus, MS Office, Networking issues/Wireless Issues

Remote Resolution Services Part of team of 20 responsible for remotely resolving clients PC issues with the use of PC remote control tools. (Go To Assist, Remote Desktop, Remote Assistance tools) Duties:Remote support team on the Johnson & Johnson account, (26 Operating Companies across the USA). Responsibilities include support for operating systems, desktop applications, VPN, email and user profile issues across 54,000 PCs in North America. As part of the team, contribute to continual knowledge and process improvement with documentation and issue tracking via team Sharepoint website and IBM Common Knowledge Management database. Special project work handled by the team included security compliance, specialized software installation, active directory user and computer account management, as well as pilot support projects to establish policies and procedures for system implementations within Johnson & Johnson.Deskside Support Team lead of 5-7 IMAC/Deskside Techs, oversee daily support team operations and ensure efficient and speedy (SLA) ticket resolution of incidents, new hire machine builds Duties: Performs analyzing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems. Act as a technical liaison with user groups and other IT partners for systems support and implementation. Provides an effective interface among users, vendors. Work independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements.Software supported: Windows 7, Vista, XP. MS Office 2010, 2007, 2002. IE(Internet Explorer) v 7, 8, 10, 11. SMS/SCCM client, Trend Micro, Adobe products, Juniper VPN, Cisco Jabber, Webex, Amazon Workspaces VM, Active Directory (user/computer accounts)

Configuration/Issues Technician12,000 IBM laptop deployment for major Pharmaceutical Co. Ghost – Multi-cast sessions Part of Lead Configuration/ Issues team assisting other build technicians with daily build and configuration process as part of deployment rollout. Ensuring that laptops are built/customized as specified and run through QA process before shipping out for deployment. Assisting other technicians on configuration issues that hampered the completion of build/config process.