Joseph Severt Email & Phone Number

New York, Ny, Us

New York, Ny, Us

New York, New York, United States

• Delivered tier 3 and white-glove support, both remotely and in person, developing custom support responses for new technologies and managing onsite technical support.• Created documentation and conducted training sessions for team members, managing the HappyFox ticketing system to ensure adherence to policies and timely resolution of escalations.• Maintained strong support relationships with business-critical team leaders and managers, facilitating cross-team support.• Coordinated emergency support for email hacks, infrastructure/software outages, and critical hardware failures, while completing account deactivations in collaboration with HR.• Managed and configured MDMs (Kandji and Meraki), and provided administration for various programs and platforms, including Slack, Zoom, Microsoft, and Monday.

New York, New York, United States

• Oversaw office technical operations, coordinating with various departments and vendors, and implementing strategic initiatives.• Managed and mentored a Tech Ops intern, providing guidance and support in daily tasks, ensuring their growth and development in technical skills.• Performed tier 2-3 tech support, resolving escalated tickets from team members to ensure timely and effective solutions.• Reduced overall daily tickets by 25% by sourcing and deploying an updated MDM for over 500 Apple devices, including MacBooks, iMacs, iPhones, and iPads, with the following improvements:o Individually set up each Mac device for deployment ➥ Zero-Touch deployment (cutting deployment time by 1.5 hours per Mac).o Managed application installs via IT Managed Apple IDs ➥ Centrally managed licenses automatically installed/enforced or downloaded via a curated app store.o Local accounts only ➥ Leveraged Azure SSO to manage and secure local accounts with multiple remote support options for login issues.

• Managed and resolved escalations through the ticketing system, providing timely support for over 3,000 tickets.• Offered tier 1-2 technical support, remotely troubleshooting hardware, and supporting various SaaS applications and programs, including Slack, RingCentral, Microsoft Office, and Adobe Suite.• Provided onsite support for various NYC locations, including emergency troubleshooting and system upgrades.• Created documentation and conducted training sessions for end-users to enhance their understanding and usage of technology.

Wayne, New Jersey, United States

• Performed tier 1-2 troubleshooting, resolving issues, or escalating to higher levels of support as necessary, servicing call-in and ticket-submitting university patrons to ensure efficient and effective resolution.• Supported telecom, software, and hardware, providing customer service to staff and students in labs through a desktop support desk.• Collaborated with a team to set up and teardown hardware for staff and student labs as part of the Computer Renewal Program, ensuring smooth transitions and minimal disruption.