Samuel Duran Email & Phone Number

New York, Ny, Us

Yonkers, New York, United States

* Manage staff responsible for Customer Service Delivery (Help Desk), Incident Management , Problem Management and Release Management.* Ensure delivery of high level of customer services in all technical areas related to IT & technology, including a focus on delivering continual service improvement.* Develop, implement and ensure processes under management conform to ITIL requirements.* Develop and implement technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults.* Define service levels, service agreements and manage the service desk operations, with a strong focus on teamwork, service excellence and ownership for resolving customer issues.* Responsible for the IT ticket tracking system and iterative development required for full ITIL adoption. * Ensure appropriate communication in place between various stakeholders in the process.

Yonkers, New York, United States

* Operate systems within an on-premise and remote Data Center environment in addition to Virtual environments including VMware, IAAS (AWS and GCP)* Support on premise applications and SAAS solutions* Support and administer server/data backup processes, disaster recovery, and business continuity planning* Provision/Deprovision processes for accounts, systems and environments* Lead the evaluation, testing, and implementation of enterprise technologies, which includes research, installing hardware/software, preparing the environment, implement processes with built-in methods and/or custom scripting, and writing procedures.* Monitor, troubleshoot, maintain and administer all supported environments, systems, and applications

Yonkers, Ny

* Maintain an efficient Mac/PC imaging solution across the organization* Responsible for remote deployment of applications* Serve as point of escalation for junior-level engineers* Develop project testing and implementation plans* Research and test new technologies that benefit the organization* Design the patch management process for all client systems, macOS and Windows* Provide 3rd level support for the Incident and Service requests* Work within the guidelines of Change Management for package deployments/upgrades* Manage/Maintain Active Directory Group Policy Objects* Handle escalated application issues in a timely manner

Yonkers, New York, United States

* Technical support of over 650 users, encompassing both phone & desktop support* Performed installation, maintenance and support of system software/hardware* Ensured customer satisfaction by advising staff on preventative maintenance* Processed and tracked service desk repair and maintenance requests* Maintain contact with vendors through their ticketing system and phone support* Manage service requests and incidents in a timely manner* Re-Image desktops and laptops for distribution

Greater New York City Area

* Guide and supervise team of 15 technicians* Monitor quality of work performed both by Repair and Installation teams* Responsible for professional development of Senior staff* Operate as point of escalation for Senior staff and Field Technicians* Deliver weekly and monthly reports of staff performance and SLA compliance* Monitor tickets and assets using BMC Remedy Action Request System

Greater New York City Area

* Responsible for training and professional development of new hires* Monitor quality of work performed by technicians* Operate as point of escalation for technicians* Assist supervisor in day-to-day operations* Responsible for scheduling field technician's routes* Approve orders of parts and equipment

Greater New York City Area

* Service PC and Mac desktops and laptops* Diagnose, troubleshoot and repair Mac and PC hardware & software* Troubleshoot and repair Laser Printers (HP, Lexmark etc.)* Image, backup and restore Hard Drives* Configure LAN and WAN networks (WEP, WPAx, and SSID), TCP/IP diagnostics

• Serviced incoming computers through hardware replacements and upgrades of ram and modems. • Reconditioned computers in order to resale out to the community at affordable rates. • Wiped hard drives clean of past user data through U.S. Department of Defense guidelines and methods. • Installed the center’s standard software (Windows XP) and various educational programs.• Worked closely with a team of technicians in an effort to expedite consumer and organization orders.