Juan Pablo Lora Email & Phone Number

Alexandria, Virginia, US

• Providing remote support to all of the organization’s 600+ global workforce located primarily in the United States, Australia, and Europe.
• Collaborating with various other team members in projects focused on implementing more automation into the team’s day-to-day operations, including improvements to employee and contractor onboarding/offboarding.
• Significantly reduced PC hardware/software deployment times by implementing various improvements within Microsoft Azure AD and Intune, noticeably increasing team efficiency.
• Led an initiative to mass migrate the organization’s entire macOS device fleet (400+) from JAMF MDM to Kandji MDM to further improve device lifecycle management and security.
• Serve as a mentor to junior team members by providing one-on-one and group training, collaborating on user support tickets, and maintaining support documentation.

Boston, Massachusetts, US

• Provided in-person and remote desktop support of the firm's information technology assets and software applications to all 200+ attorneys, executives, and staff in the Washington, D.C. and Raleigh offices.
• Participated in the testing, troubleshooting, and rollouts of all major firm software or hardware upgrades including major Windows Operating System updates, wired and wireless networking hardware installations, and.
• Configured desktops, laptops, mobile devices, smartphones, telephones, multifunction Work Centers, or printers per the standard configuration process as direct by the Local IT Manager.
• Accepted ownership and accountability for Service Desk call tickets, acknowledging and resolving client service and IT issues, applying extensive technical knowledge to answer questions, ensuring client satisfaction.

New York, NY, US

• Provided desktop and audio-visual support to all 300+ employees and executives, primarily within the New York Office, in a mixed Windows and Mac OS X operating systems environment.
• Increased team efficiency by improving hardware/software deployment and lifecycle management practices. Including:o Leading the implementation of both JAMF Pro (Mac OS X workstations) and ManageEngine DesktopCentral.
• Collaborated with various other IT leaders in several security-based infrastructure strengthening projects and initiatives. Including:o Leading the implementation of Microsoft Local Administrator Password Randomization.
• Installed and maintained new or existing physical and virtual servers by configuring all hardware, services, settings, network shares and storage in accordance with operational/project requirements.
• Created and enforced Windows Group Policies used to ensure all user workstations were in compliance with IT policy.
• Quickly and efficiently resolved all assigned JIRA work order tickets, collaborating with other IT teams, such as DevOps and Networking, when necessary.

New York, NY, US

• Provided desktop and audio-visual support to over 300 company employees, including executives, via telephone, remote access troubleshooting and in-person.
• Corresponded between corporate offices to provide additional technical support to other company business units/teams and executives as requested.
• Led and managed team projects such as company-wide software roll-outs (Microsoft Office 2013) and the rebuild and deployment of the Symantec Endpoint Protection anti-virus environment.
• Onboarded all company new hires by creating user email accounts, configuring workstations, and providing IT orientation sessions as well as efficiently and effectively resolved Tier 1 and Tier 2 work order tickets.

New York, NY, US

Washington, DC, US

• Provided technical support to more than 400 New York attorneys, executives, and staff via telephone and in-person, overseeing the use and maintenance of all audio-visual equipment used for daily meetings or various.
• Assisted in the installation and continued maintenance of all firm IT assets including PC hardware, software, printers, and audio-visual equipment as well as assisted Network and Telecommunication engineers in the.
• Applied technical expertise to solve complex technical problems through creative and sound troubleshooting while partnering with technical support and enterprise services to provide proactive and reactive technology.
• Maintained IT asset inventory, conducting testing and preventive maintenance as well as working with vendors to troubleshoot and resolve issues with smartphones, PCs, printers and AV equipment.

Austin, TX, US

• Coordinated all audio-visual services provided to the university and managed the operation and continued maintenance of facilities used for large university events such as open houses and campus lectures.
• Supervised and trained staff, organizing team schedules to provide a high level of customer service and coverage for the setup, operation, and maintenance of all Media Services equipment.
• Provided hands-on technical support to all faculty, staff, and administration. Proactively evaluating and improving Media Services policies and procedures in response to technical or service issues encountered.
• Resolved issues concerning staffing, equipment, and all audio-visual services including troubleshooting technical problems in a high-stress environment while managing daily operations with the Director of User Services.

Purchase, New York, US

Purchase, New York, US

Maintain and repair audio/visual equipment Set up equipment for campus events and classesProvide technical support to faculty and studentsRecord faculty lectures and campus events using video camera equipment and edited videos for library archives

Assisted Head Technician in performing routine maintenance on network and network equipmentAdministered data entry and research to prospect new locations and to ensure accuracy of current operations

Bachelor Of Arts, Finance

Education record