➤ Provided support for C-Suite executives, their assistants, senior management, and over 700 key corporate users.➤ Managed a team of 4 senior support analysts and 2 escalation engineers and conducted annual performance reviews.➤ Served as the go-to person and the highest escalation point for complex issues for all other members of the service desk.➤ Provided video conferencing support for Teams/Zoom meetings and assisted with the planning of town hall meetings.➤ Planned and deployed new hardware and software, delegated tasks and mentored lower-level service team members.➤ Administered users and devices in Azure/Intune including adds, changes, and deletions while providing oversight.➤ Designed and implemented initiatives and managed ServiceNow queue and distribution list to adhere to SLAs.➤ Collaborated with the operations group for diagnosis and resolution of complex desktop problems for end users.➤ Recommended and implemented corrective solutions including offsite repair for remote users and technical guidance.➤ Managed projects such as OS upgrades, software rollouts, and hardware refreshes including server/network support.➤ Maintained accurate inventory of equipment and devices on SharePoint and approved hardware/software PO requests.➤ Oversaw installation and configuration of a wide range of desktop software/hardware and performed onsite analysis.

➤ Delivered high quality white glove technical support for C-suite level executives, assistants, and corporate users.➤ Utilized desktop imaging tools such as WinPE for performing laptop refreshes on an MS operating system platform.➤ Collaborated with clients and key internal stakeholders to address requests, inquiries, and client-related technical issues.➤ Took action to correct behaviors to prevent reoccurrence of errors and ensured identified solutions were implemented.➤ Ensured timely, accurate updates and information was communicated via phone, email, and case management system.➤ Installed, updated, troubleshot, and configured desktop software applications including all MS Office 365 applications.➤ Provided “smart hands” for network equipment and devices including peripherals, switches, routers, and patch panels.➤ Served as back-up escalations engineer and collaborated with other support teams to resolve complex technical issues.➤ Interacted with decision makers, influenced project outcomes, and supported video conferences and corporate events.➤ Oversaw time management of projects and support tickets including managing office computers and server hardware.➤ Managed and supported network printers and scanners as well as provided Office 365/Exchange Online troubleshooting.

➤ Provided dedicated support for senior DoD officials involving desktops/laptops, tablets, and secure video conferencing.➤ Installed, configured, and diagnosed desktops/laptops and digital senders in strict accordance with DoD regulations.➤ Scanned machines for software security vulnerabilities as well as installed patches, fixes, and malware as required.➤ Obtained secret clearance to support DoD and assisted in planning and implementation of Windows 10 Enterprise rollout.➤ Provided quality and efficient customer service and technical support for on-premise and remote internal clients.➤ Assisted with software/hardware installations and upgrades as well as performed server and software migrations.➤ Submitted tickets to report software bugs, escalate high priority issues.

Systems Integration Specialist - 01/2016 to 12/2017 Desktop Team Lead/Executive Support Technician - 01/2004 to 12/2016➤ Promoted to role of Systems Integration Specialist due to excellence of performance, service, and depth of knowledge.➤ Seamlessly integrated disparate systems from mergers and acquisitions into the Pfizer Standard Support Model.➤ Improved solution performance including delivery times through enhanced communication, collaboration, and training.➤ Supervised staff, ensured all employees adhered to company standards and SOPs, and evaluated performance.➤ Established functional and technical specifications of standards and documented solutions within integrated testing.➤ Developed integration and functional test plans and assisted with setup/execution of test cases and recorded results.➤ Partnered with customer account leaders and regional operations to deliver optimum solutions to external customers.➤ Oversaw entire system integration operation and managed meetings to keep as staff and management current on status.➤ Designed test controls, developed procedures for testing, and devised processes for assuring quality production.➤ Ensuring adherence to safety regulations and compliance.