• Provided support to 1200+ users across the US over the phone, in person, and in remote sessions through Zendedsk.• Provided Administrative support on user accounts on various platforms including O365, Druva Insync, Zoom, Citrix, Filemaker, GP, Microsoft Azure, Intune, Jamf Connect, and Cylance Protect on both Windows and MacOS environments.• Provided support for annual “Directions” and "GRAC" conferences in San Francisco Bay Area. • Notable projects: Assisted with company-wide AD and O365 merge between business units, transitioning org to new office spaces (SF and San Mateo WeWork).

• Maintained and updated approximately 500 End User (hardware and software) product lifecycle catalogs for all internal infrastructure teams quarterly, to manage product end of life and minimize risk• Transformed manual driven BYOD stipend payment monthly report into automated report directly from ServiceNow system resulting increased speed and accuracy of payment and reduced service calls• Created internal technology hub SharePoint site within Product Management Team providing promotional material of all currently deployed technologies and enterprise platforms increasing ease of information access and the ability to keep it current• Collaboratively created internal IT monthly newsletter TechScoop promoting product features, tips, tricks and minor changes from recently updated products distributed to all employees• Spearheaded successful pilot offering of the Mac platform to the development-oriented Analytics Entity and liaised with teams responsible for the delivery of End User Services enabling increased productivity of the development staff• Led end to end computing hardware certification and execute processes to enable ongoing technology refreshes• Managed Slack Integration processes including requests, documentation, approval reviews, end user document QRC (Quick Reference Card), and awareness communication• Coordinated endpoint management of Enterprise Mobility environment (both MDM and BYOD) with Citrix, Xenmobile and Microsoft Intune• Utilized focus groups to ensure a positive User Experience and User Acceptance Test plan when deploying new hardware & software

• Planned and executed multiple remote site migrations globally to integrate acquired company communication systems with Moody’s Enterprise Cisco Unified Communications Manager• Oversaw Cisco Unified Contact Center Enterprise along with NICE Contact Center recording to ensure 24 hour turnaround response time

• Designed Network and supported Data Centers operations including managing VoIP trunks with multiple offices, Cisco routers and switches, Extreme Network switches, Cisco and Avaya IP phones, VMWare, Fiber Channel switches• Managed and supported Point-to-Point wireless connection between offices' IDF Closets and Data Centers• Coordinated a new data center suite build-out on a new floor and migration processes within Digital Realty

• Managed and supported Cisco Unified Contact Center Enterprise along with NICE Contact Center Recording• Maintained and administered Cisco Unified Communications Manager and Cisco Unity Connection Voicemail System• Supported Cisco Unified Call Center operations and agent setup• Provided user support with add, remove, change user extensions and mailboxes

• Setup VPN tunnels between remote offices with Cisco branch routers• Coordinated new data center build out at Digital Realty (formerly 365 Main) and migration from old data center facility

• Managed for Extreme Network switches supporting in-house server farm• Setup and deployed switches with 802.1x authentication supporting Windows PC and Avaya phones

• Managed Avaya DEFINITY Prologix PBX Systems with Multi-sites VoIP trunks and Intuity Audix Voicemail System• Managed and maintained Call Center setup and operations• Provided user support with add, remove, change user extensions and mailboxes

• Managed Stacked 3Com switches to support office network connections• Under general supervision, administered Checkpoint FireWall and provided onsite and remote network support for end users devices and printers

• Built, managed, and supported Windows NT servers, Clustered Exchange Servers including Tape Backups

• Setup and provided onsite support for 200 end users with Desktops, Laptops, Remote VPN, and Remote user support• Relationship management and oversight of multiple partners, vendors and managed services providers, holding them accountable to service levels and deliverables• Supervised projects and provides technical leadership for End User Services issues