- Ensure that IT SLAs are met by my team. Provide corrective measures when not.- Enforce IT standards across the entire geography.- Coordinate with the management of the geography for accurate sizing and provisioning of IT equipment and connectivity.- Manage all IT requirements for office setup, expansion, relocation and closure at multiple locations.- Liaison with suppliers for the purchase of equipment.- Add and remove users, groups and troubleshoot domain issues in Active Directory.- Setup, breakdown and keep inventory of computer hardware, printers and other electronic devices.- Provide technical phone support for over 5,000 users throughout North and Central America.

• Supported and maintained system hardware, software and network configurations• Provided direct support of all I.T. System/Network components (Servers, Routers, Switches and Firewalls) in the Northern New Jersey office.• Maintained up-to-date inventories of system hardware and software• Reconciled vendor invoices with active inventories.• Serviced and adjusted system components as needed.• Administered system operations.• Worked to keep all hardware and software up-to-date with latest releases & service recommendations.• Ordered and installed hardware and software.

• Resolved trouble tickets for retail stores regarding Network Connectivity, PC workstations, POS hardware devices and software, Ipad/Ipod mobile POS, Network Printers escalated from the Help Desk.• Maintained inventory of all POS devices, Printers and print devices, workstations, and network devices.• Utilized VNC and VPN to remotely connect to offsite Workstations, POS devices and Network Printers in order to troubleshoot and resolve technical issues.• Programmed, Troubleshot and Updated Firmware for POS devices for specific sites and ship devices either to the sites if repaired or to manufacturer if not repaired.

• Program and deploy Iphones with Mobileiron, Apps@work and specific corporate profiles.• Add and remove users, groups and troubleshoot domain issues in Active Directory.• Setup, breakdown and keep inventory of computer hardware, printers and other electronic devices.• Provide technical phone support for about 1000 users in the US and France as part of a team of 4.

• Provided technical support to over 3000 employees in 41 offices on a Windows domain by phone using Remote Assist, Desktop Authority, and GoToAssist.• Responsible for troubleshooting software, hardware and networking related issues over the phone in a high call volume environment in a courteous and professional manor.• Add and remove users, groups and troubleshoot domain issues in Active Directory.• Assist users connect to their office desktop remotely using Remote Desktop, GoToMyPC and VPN software Aventail and Cisco Anyconnect.• Input, update, comment and resolve tickets in Service Desk from phone and emails.• Program and assign RSA SecurID tokens for remote access.• Troubleshoot connection and issues with Virtual Machines using VSphere and View Client• Assist in training new Help Desk trainees and evaluate progress to my supervisor.

• Provide technical support to 2000+ clients, employees and sub-contractors on a Windows domain by phone and remote access via Remote Desktop.• Troubleshoot issues on PCs, IP cameras and card access devices.• Add and remove users from Active Directory, Millennium, Genetec and Compass systems• Use Track-It to track, document and resolve trouble tickets. Process an average of 20-40 trouble tickets a day.• Create daily logs of all phone calls and technical changes made.• Resolve email conflicts in Outlook and Thunderbird• Responsible for identifying, troubleshooting and resolving hardware and software issues.

• Provided technical support to end-users by phone, remote access, and desk side.• Responsible for troubleshooting and resolution of problems relating to PC’s, applications software, OS, network issues, etc. • Used Remedy in organizing, tracking and resolving trouble tickets.• Responsible for OS migration from Windows XP to Windows 7.• Set up and diagnosed problems through VNC and Remote Desktop• Supported users on issues pertaining to email conflicts in Outlook• Imaged new PCs to specific network specifications using Ghost and USMT• Mapped printers, network drives, and file shortcuts (.PST Files)

• Provided technical support to end-users by phone, remote access and desk side.• Installed & upgraded new PC’s.• Responsible for the installation, set up and maintenance of software• Used Planbox organize and troubleshoot end-user issues.• Mapped printers, network drives and file shortcuts (.PST Files)• Supported users on issues pertaining to email conflicts in Outlook