Steven Aubry Email and Phone Number

Processed trouble tickets related to computer problems, domain account/access, mapping to shareddrives/printers and various computer peripherals requests including but not limited to such things astroubleshooting and correcting problems via Zendesk, in-office, remotely or, if required, on-site visits.Escalation point for executives as well as teammates.Re-imaged and maintained Mac, Windows and Chrome based machinesManaged IT new hire process from account creation and new hire first day support.Documented Help Desk process and procedure in an IT manual to bring new team members up to speedquickly.Documented user-friendly processes for users.Maintained IT equipment inventory with periodic audits and cleanup.Assisted in the creation of MacOS Mojave and Catalina upgrade script and rollout of MacOSBasic network troubleshooting and data collection for escalation to the network and system engineeringteam.Processed trouble tickets related to computer problems, domain account/access, mapping to shareddrives/printers and various computer peripherals requests including but not limited to such things astroubleshooting and correcting problems remotely or, if required, on-site visits.Performed new office launch procedures by managing contractors and set up new offices to match preexistingoffices.Performed scheduled and requested approved hardware and/or software installations.Trained and mentored team new hires in the New Office Launch processes.Escalation point for New Office Launch teammates.

- Provide excellent services through email, phone, and live chat with users for basic end-user related hardware’s and software’s, desktop-related LAN network systems.- Configuration and resetting the network access accounts whenever required.-Installation of new hardware and software.-Processing software’s and hardware’s by coordinating user setups, installations, and upgrades.-Provide training to end users.

• Evaluate technical issues, solve customer concerns, and troubleshoot computer problems in an efficient and courteous manner• Perform virus and spyware removal• Consult clients about computer purchases• Upgrade internal and external PC components.• Educate clients in basic PC maintenance including antivirus software other preventive maintenance• Connect with clients remotely for computer restoration

• Served as primary function for implementing security procedures• Routed all BYOD internet traffic to Zscaler node to abide to company policies • Configured Zscaler to protect user and company devices based on security policies• Built and tested the solution for effectiveness based on user’s policies• Monitored and analyzed suspicious activity between users