Ralph Lauren Torres Email & Phone Number

• User account creations within the BHHS CMA (via Intermedia)• Assist customers with installation, upgrading, configuration, troubleshooting and ongoing usability of workstations (desktops/laptops), VoIP desk phones, mobile phones, printers, peripheral equipment, and software (on-site and remote)• Provide timely responses to customer and management requests; status updates on suchrequests need to be provided on a regular basis• Provide in-person and telephone support to customers on hardware, software, general use, questions, and network related problems (on-site and remote)• Provide remote screen share support as necessary (via Zoho Assist)• Escalation of problems when unable to resolve• Provide advanced level technical support with the Microsoft suite of products (Windows 7/8/10, Office 2010/2013/2016, etc.)• Create, manage, document and update trouble tickets as necessary within the ticketing system (Zoho Desk and Jira)• Image, configure and deploy workstations (desktops/laptops) and mobile devices (iPhones, iPads, etc.)• Ensure successful completion of all daily tasks (externally and self-assigned)• Help maintain and organize hardware and software inventory• Other duties as assigned

New Jersey

- Creating and Deleting user accounts using Microsoft Active Directory, Office 365, Zimbra, and OKTA Admin- Maintaining Western Region accounts from Northern California, Southern California, Utah, Colorado, Arizona, and Hawaii- Create/Disassociate user accounts accounts daily - Manage our ticket through HEAT. Averaging 30-50 tickets per day- Worked closely with IT Managers, IT Field Techs, IT Directors from each state to ensure a users account is created and working properly- Creating Welcome Letters for new users that needs to be sent to the the Branch Managers, Office Administrators, and IT Staff- Password resets- Maintaining Active Directory via AD Toolkit 7 to run reports on Inactive and Expired Users- Send reports to IT Managers and remediate any changes- Disabling accounts requested by HR and adding forwarding with Out Of Office Messages via Microsoft O365- Checking users Active Directory account if user is on the correct Distribution List per Office- Adding and Removing user to Security Groups approved by the IT Director, IT Manager, and Manager- Worked closely with Licensing Team in Southern California and Minneapolis Team

Concord, Ca

- Accessing our ticket system through HEAT. Averaging 20-30 Per day- Assisting customers via phone and use 3rd party software TeamViewer 8- Assist customers with password resets- Assist customers with setting up their computers/laptops with Wifi, Printer Access, and Microsoft Office Email- Ran Malwarebyte for users who request to have their computer checked for viruses or spyware- Computer and Laptop builds for new employees

San Francisco, California

* Google Apps* VOIP system administration (Asterisk/PBX)* Scripting, automation and custom tool development (Python)* Physical technical infrastructure support that include cabling, routers, servers, switches, printers, access points* Network connectivity (VPN, DHCP, TCP/IP, DNS)* User backup, restore and security management* Inventory upkeep (stock and restock supplies)* Inventory management (Hardware, Software)* Ticketing system management (Zendesk, Asana)* User on-boarding and off-boarding* Creating user accounts* Systems testing and deployment* Provide support for issues from Help Desk for local and remote users* Install, configure, and troubleshoot hardware such as laptops, workstations, printers, phones, video conference units and mobile devices* Conference room and live offsite A/V support* Building Standard machines for employees and then Encrypting the drive before issuing to user