Marc Tadros Email & Phone Number

Canada

Offering added value - help manage your software portfolio across your organization - discuss your best licensing options, and an ROI with your software spend. Get in touch with me for more details on how we can help your organization better manage licensing and associated budget

+Execute on the overall administration of clients’ endpoint environment; including maintain env health and functionality, troubleshoot, problem management, change management, account management and monitoring+Researched and efficiently implemented new use cases to production fleet to meet business needs+Methodically migrated endpoints from one MDM to another+Provided training sessions of Microsoft Endpoint Manager to internal resources & customer’s SD team+Developed positive relationships with client stakeholders; to promote successful delivery of service+Produced technical documentation - knowledge transfer, SOP, runbooks, KB articles and training materials&Onboard & Enablement - a secondary responsibility brought over from my previous rolesThis role involved dealing with CSP's managed Cloud and Azure Services, along with other online services. Partnering up with our clients to deliver a great cloud journey, ensuring that smooth transition to the cloud.

Montreal

MSP - In a level 2 capacity, along with my SD responsibilities, here are additional tasks and responsibilities;+Client-focused with Customer Experience (CX) and User Experience (UX) at the forefront of my duties.+On-boarded for project and special assignments for clients and in-house (as a client)+ITAP – AD, Azure AD, Endpoint Management, MS Teams administration, MFA Authentication admin+Created workshop for proper ticket handling based on set procedures+Perform 1:1 for training session & perform Quality Assurance on ticket handling and processing+Identify and suggest point of improvements for IT processes – added value

Montreal, Canada Area

Managed Service Provider. Part of a great team supporting our clients by providing technical services addressing incidents and their IT needs. +Provide personable experience with end-user on the phone, go the extra mile+Work alongside Incident Managers (IMs) to resolve escalation tickets and tackle VP tickets+Coordinate resources for end-users’ incidents to resolution +Monitor the queue; provide analysts with action plan to resolution – Work closely with ServiceDesk analyst when coaching is required+Create and validate knowledge base articles for processes and troubleshooting steps+Requested by clients as dedicated SME

+AD Management – ITAP; file permissions & exchange features. End-User setup with imaged system, & VoIP phone (model Mitel 5320, 5330) with voicemail+IT Asset Management, Print Server Management+Outlook configuration Windows, iOS/OS X+Troubleshoot Hardware/Software issues, & LAN issues – WI-FI & ports on switches (HP & Dell)+Ran wires – proper bixing and patch paneling+Trend Micro - Installation, monitoring and clean-up of Windows & Macs systems+Conference Room A/V setup for Execute Staff, 3rd party venders & satellite users+MDM – deployed DEP with MobileIron for iOS devices+Primary support contact for Apple OS X / iOS Products+WSUS - Responsible for UAT and organizational endpoint updates/patching+Participated in company head office relocation – settling up new office space (06/2015)+Migrated all users from Win7 to Win10 desktops/laptops (2014). Assisted in Server upgrades+Provided excellent support to the Executive Staff+On-call support for company-wide users - weekly rotation+Constant liaison with Telco reps for mobile devices/plans with cost-effective means+Created JDE POs for software/hardware procurement and labor

Montreal, Canada Area

+Tier 1 to 2 help desk support for stores+Troubleshoot store Network infrastructure, and all associated peripherals.+Coordinated third-party services/vendors for onsite technical needs.

Maintained Head Office network -75 endpoints. Win7 env.+Tier 1 to 2 help desk support - Office/Stores - all peripherals+WatchGuard firewall blade management+Deployed and Administered AVG for office systems+Developed backup solution for critical systems dependent on department needs

+Diagnose and troubleshoot end-user system (corporate/personal) for internet connectivity; VPN & NIC settings.+Diagnose and troubleshoot devices on the network users are connected to i.e.: switch, routers, dslams+Provide excellent customer service support

Fairfax, Virginia, United States

+Helpdesk Support+IT asset Management+Audio/Visual Support +IT Helpdesk Management - managed volunteer base for perpetual and AD HOC projects