Marshall Ignacio Email & Phone Number

New York, United States

Greater New York City Area

• Follow department procedures and protocols using provided checklists and instruction guides• Coordinate workflow, monitor queues and identify potential issues• Perform second-level troubleshooting for telephone system and mobile device issues• Serve as an escalation point for other team members, assist with troubleshooting as needed• Track assets through life cycle in Asset Management System• Monitor inventory levels and make recommendations for equipment purchases and obtain quotes. Assist with developing needs for annual budget.• Manage thin client environment. Work with network team to resolve issues.• Work with other IT departments to troubleshoot network, applications and A/V issues. • Maintain telephone and mobile device systems informational database• Configure and install laptops, desktops, printers, VOIP telephones and mobile devices• Perform telephone systems moves, adds and changes; ensure appropriate software programming rights are given to users; perform network connections to firm telephone system• Set up new user workstations with necessary IT equipment; move equipment as needed; break down equipment when staff depart• Troubleshoot and repair computer equipment; coordinate with vendors and repair services as needed• Monitor mobile device use on firm servers• Creation and maintenance of knowledge base documents for Service Desk.• Follow firm protocols for the suspension of service on lost or stolen mobile devices• Respond to and assist with any conference calling technical needs/requests• Train/instruct new users on use of equipment• Development of documentation on the hardware, telephone system and applications. • Set up and break down electronic presentation equipment (video conferences, audiovisual presentations with laptops, etc.) and assist users as needed• Maintain hardware inventory; update inventory database for all moves, adds and changes (daily); tag inventory• Maintain loaner equipment inventory

New York, New York, United States

Greater New York City Area

Perform Moves, Adds, Changes, Deletes (MACD) work related to all North America sites on Cisco Unified Communication Manager. Create and manage voicemail accounts on Cisco Unity Connection system. Troubleshoot and resolve issues with Cisco phones 7960, 7965, 7970, 7971, 7975. Manage a variety of voice gateways located at various sites including VG224 for analog lines. Work with Project Managers, Network Engineer, Desktop Technicians and 3rd party service company to provide new site rollout of voice gateway and phones. Document and resolve incident tickets and service requests using Triole TFS ticketing system.

Troubleshoot and resolve issues related to Windows 7 and Windows XP systems. Administrate Active Directory. Administrate VoIP phone/voicemail system using Cisco Call Manager, Cisco Unity and Cisco Unity Connection. Manage PC’s in SEP console for Anti-virus. Administrate mobile devices through Airwatch MDM console. Administrate Blackberry devices through BES console. Troubleshoot and resolve issues related to mobile devices including phones and tablets. Provide support for Office 2010, Citrix applications and Bloomberg applications. Apply the standard Brookfield image to desktops and laptops. Configure imaged PC for deployment to user. Make site visits to resolve site-related issues throughout the NY region including network analysis, patch panel work and new PC deployments. Provide remote access VPN support. Document issues and resolutions using Remedy ticketing system.

Greater New York City Area

Duties: Troubleshoot and resolve issues related to Windows XP systems. Configure and setup new and replacement PC’s for users. Provide System and Network administration for users via Active Directory. Educate users and resolve issues related to Office 2003 and Adobe Acrobat applications. Provide remote assistance to users when applicable. Provide support for HP, Xerox and Konica network printers. Troubleshoot and resolve issues for Blackberry devices and other peripheral devices. Manage and coordinate conference room setups for meetings requiring IT support. Provide VPN support for users outside of network. Provide support for PAM for Securities and PAM MTG. Troubleshoot and resolve Citrix Web-client issues. Resolve help desk tickets using Remedy. Escalate issues to Citrix, Operations or Systems Engineers as required. Document issues extensively before resolving or escalating. Hired by Brookfield Technology Services as a full-time employee.

Boise, Idaho Area

Duties: Troubleshoot and resolve issues related to Windows 2000/XP systems within the Navy/Marine Corp Intranet (NMCI) network. Extensive knowledge of Dell desktop and laptop systems running Windows 2000/XP in an Enterprise Network environment. Troubleshoot and resolve issues pertaining to all Microsoft applications including the Office 2003 suite of applications. Troubleshoot and resolve issues on various software applications used by the Navy. Troubleshoot and resolve peripheral related issues such as printers, Blackberry PDA, and external storage devices. Administrate accounts for users via Microsoft Active Directory. Analyze and resolve issues using IBM Tivoli Remote Control or Windows Netmeeting implemented as a system administrator. Generate and resolve tickets using the Remedy Help Desk ticketing system. Escalate issues to Tier 2, Base Operations, Network Operations Center or Enterprise Software Distribution as required. Document issues extensively before resolving or escalating to respective department.

Greater San Diego Area

Duties: Setup and configuration of new system. Identify and properly prepare user’s migration data on legacy system. Verify network connectivity and resolve any connectivity issues. Perform migration of user data to new NMCI system. Associate relevant aspects of user data to new software on NMCI systems (i.e. Personal folders, Contact Lists, Calendar from legacy systems to MS Outlook 2000 on NMCI computers). Map legacy network resources as reach-back network drives on NMCI system. For Latitude laptops, configure and install Dell docking ports. Update and maintain detailed records and documentation for client (Dell). Perform a user orientation on new NMCI system. Remove legacy system. While under contract, also worked as a roaming break/fix technician resolving help desk tickets that were escalated to base operations. Extensive experience with Windows NT 4.0, Windows 98, Windows 98SE, Windows Millennium Edition, Windows 2000 and Windows XP.