Joel Mascarinas Email & Phone Number

South Plainfield, New Jersey

- Manage and track all incoming/outgoing laptop/desktop PCs and peripherals. Responsible for replenishing the stock when inventory is low by placing more orders. Provide monthly report of unaccounted computer hardware from terminated users to the upper management. - Provide daily support over 2000+ users within the US location via walk-ins, Zendesk ticketing systems, phone calls, and emails.- Manage and support Microsoft O365 accounts including Dynamics 365, OneDrive, Exchange Admin Center, Outlook, MS Teams.- Support Windows 10/11 PCs, Macbook Pro laptops, MAC mini desktops, iPhones/iPads.- Troubleshoot and identify issues on software, hardware and network; escalate and follow-up with end users on resolution- Onboard and offboard users in Microsoft Office 365, Active Directory, Adobe Creative Suite, AUTODESK/AutoCAD, Acuity Scheduling, and Financial portals such as Dividend, Sunlight, SignNow, IGS, SunRun, Synchrony.- Setup and provide support on iPads and iPhones devices through IBMs MaaS360 MDM Solutions.- Manage ticketing through Zendesk system by making sure tickets are resolved in accordance to the company SLAs expectation.- Provide phone support and connect to remote end-users PCs using ConnectWise ScreenConnect.- Image and deploy Lenovo laptops and ThinkCentre desktops using AOMEI BackUpper utility; Install and configure MacBook Pro laptops and Mac mini desktops.- Configure and deploy Polycom VOIP deskphones- Responsible for managing and setting up full Zoom Room equipment - including Windows PCs/Mac mini desktops, iPads, Aver cameras, microphones, speakers.- Responsible for creating and providing users with security access keycards to the building using Virtual Keypad system.- Create technical instruction and solution documents to the knowledge base.- Setup and configure Konica Minolta network printers and Brother printers.- Assist the team on packaging outgoing computer equipment and create UPS shipping labels.

Old Tappan / Hoboken

- Deployed standard computer software image configuration via Pre-Boot Execution (PXE), Casper Jamf Pro, decreasing deployment and service time 60% during yearly computer hardware upgrade rollouts- Ensured systems tested and functional through initial setup, installation, and software / hardware configuration for desktops, laptops, printers, Ipads, Iphones, and Polycom audio / video equipment, reducing end user work disruption- Decreased new-hire onboarding timeframes, tracked requests and completed user account establishment within requirements- Provided support for remote sites that do not have local technicians via remote software, controlling company support costs, improving downtime metrics and increasing user satisfaction- Utilized company hardware lifecycle standard, amplifying savings through laptop hard drives upgrades advancing SSD, and installing additional memory chip, maximizing operational life- Managed ticketing system (Remedy / ServiceNow), achieving SLA targets and accelerating problem resolution- Conducted walkthroughs and trained users during MS Exchange mail to Google mail migration for 800 users, meeting one-month timeframe- Communicated regularly with the Lead team ensuring the projects given are progressing in timely manner, making sure the goals are being met- Nominated for All Star Award certificate by end user community for “Happy Customers” award

East Rutherford, New Jersey

- Provided support to in-house users as well as the remote Penguin Sales Force, DK Sales Force, and Penguin Gift Sales- Created and managed custom PC images for multiple departments using Symantec Ghost Imaging utility- Performed major laptop imaging for the Penguin Sales Force reps approximately every three year cycle for more than 100 users - Performed hardware refresh and Windows OS upgrades for all in-house users approximate every four year cycle- Troubleshot and replaced computer hardware issues such as motherboard, power supply, memory chip, CPU, optical drive, laptop screen/keyboard, etc.- Managed and tracked all resolutions in Remedy ticketing system and made sure the standard SLA policy was met- Managed domain computers and userids in Active directory- Provided clear instructions and documentations for users to follow whenever new applications were introduced and provided training if needed - Hardware asset disposal – Collected all the hardware in the building and inventoried all the assets information in a spreadsheet

Hoboken, New Jersey

- Installed, configured, troubleshot Windows 95/98/SE/2000, Win NT Workstation/Server- Setup and deployed laptops to all incoming freshman students- Assisted Ethernet network wiring installations- Provided support to students and professors with their hardware and software computer related issues- Trained and supervised part time "working student" employees