I work as a technical lead for tier 3 support for the company. In addition I also provide direct 24/7 support to the company Executives and Executive Admins. In this role I'm in charge of the technological logistics during international meetings/site visits. This involves making sure that technologies for webinars, townhalls and other virtual meeting spaces are available, configured and ready to be used by Executives. This usually has me travel abroad multiple times a year in support of these efforts.

I assisted the Help Desk Management with strategic decisions by creating, monitoring and reporting all day to day operational metrics on an individual level, as well as an overall team.Job Duties• Compile individual and team metrics, create daily/weekly/monthly metric reports and assist Help Desk Management with analyzing the data to come up with solutions to optimize day to day optimizations.• Create, own and maintain the Service Onboarding Process to ensure all relevant documentation is received or created and to ensure the Help Desk staff are trained on this new service in order to keep the Help Desk successful in support.• Communicate effectively with Help Desk Staff when there is new/updated documentation and training sessions available.• Create, verify, own and maintain all articles in the Help Desk Knowledgebase.• Create, verify, own and maintain the Help Desk staff onboarding process.• Create and lead training sessions for the Help Desk to ensure we have standard techniques and knowledge.• Participate and/or lead team projects that enhance the effectiveness of the Help Desk.• Work with other IT Departments and the Business to ensure all policies and procedures are up to date and relevant.

I worked as a Level 2 Technician for escalated calls and served as a Subject Matter Expert for incoming technologies. I facilitated the launch/integration of Macs into the environment and was a lead on a project to introduce and subsequently support the MobileIron MDM solution.

I worked in a Laboratory environment supporting Windows and Mac users on PC’s and laptops. I also supported mobile devices including Android, Apple and Blackberry phones and the iPad. My daily duties included Active Directory user management, software and hardware troubleshooting face to face and via remote tools (LanDesk, Apple Remote Desktop, Timbuktu), RSA Token assignments and management, and CheckPoint/Endpoint Encryption user account creation and management, mobile device (iPhone, Blackberry, Android, iPad) new user configuration setup and troubleshooting to mention a few.

I supported a user base of over 4000 most based in remote sites. I worked out of the Corporate office. Daily activities involved Active Directory maintenance, account creations, deletions, password resets, iPhone\Android\Blackberry user support, Blackberry Enterprise Server maintenance, account creations and management, Re-Imaging and deployment of laptops\desktops, Avaya phone system setup, deployment and Audix account creation and management, HP and Dell MFP Support.

Deployment Overseas