AS A PIVOTAL MEMBER OF THE DESKTOP SUPPORT ENGINEER TEAM, LEAD DAILY TEAM MEETINGS, DIRECTED NEW HIRE ORIENTATIONS, CRAFTED STANDARD OPERATING PROCEDURES (SOPS), AND CONDUCTED COMPREHENSIVE TRAINING FOR BOTH TEAM MEMBERS AND STAFF. MY EXPERTISE WAS INSTRUMENTAL IN PROVIDING UNPARALLELED WHITE-GLOVE SERVICE TO EXECUTIVES AND STAFF ACROSS BOTH REMOTE AND ONSITE SETTINGS WITHIN A HYBRID CLOUD ENVIRONMENT CONTRACTED FOR FORTUNE 1000 COMPANIE SUCH AS GOLUB CAPITARESPONSIBILITIES: Procured, managed, and maintained end-user facing hardware and software solutions, ensuring smooth operations and maximum productivity. Supported and maintained computers in a highly managed Windows 10/11 environment, adhering to strict service level agreements and exceeding client expectations. Also provided mobile device management utilizing tools such as Intune. Developed and delivered weekly reports, providing valuable insights, and ensuring effective communication with management. Trained other staff members as well as end users, sharing best practices and enhancing overall technical knowledge and capabilities. Created acknowledgment articles via Confluence and ServiceNow, documenting processes and procedures to improve efficiency and knowledge sharing. Managed Hybrid environment Microsoft Entra (Azure AD), On-premise Active directory domain service in, MS O365, SCCMProvided remote support for hardware and software issues utilizing remote assistance applications such as Teams, Ninja (Remote Support).

Providing White Glove Service for Executives and Meeting SLA on Client Agreement Contracts for Fortune 1000 CompaniesProcure, manage, and maintain end-user facing hardware/software solutions for Fortune 1000 companies in a hybrid cloud environment.Develop infrastructure solutions utilizing Windows, AWS, VMware, Horizon, and macOSX for Fortune 1000 companies.Serve as the primary and Level 3 escalation engineer for high-profile clients:Davidson Kempner (1000+ users)Insight Capital (500+ users)AR Global / MWM Wealth (200+ users)Golub Capital (500+ users)MetaCapital Ltd. (6+ users)GAF Investors (4000+ users)Iron Park Capital (40+ users)Axonic Capital (2300+ users)Management of Network SystemsOversee the operation, maintenance, and upgrade of network systems, including routers, switches, firewalls, ISPs, load balancers, and NAS systems.Manage, upgrade, and maintain infrastructure systems and cloud virtual servers on Azure, AWS, and VMware.Leadership and TrainingManage and train team members on client and system procedures to prepare for the eventual takeover of client SLA responsibilities.Created and managed Standard Operating Procedures (SOP) documentation to enhance process efficiency and team alignment.Security and Compliance ExpertisePossess extensive knowledge of M365 Security & Compliance, Microsoft Purview, adoption, and change management.Handle Level 2-3 escalations from clients and team members.Design Office365 compliance & security policies, Intune MDM policy management, and Autopilot for client devices.Administer macOSX JAMF procurement policy.

Delivered exemplary white-glove support to VIPs, vendors, and end-users, both remotely and onsite.Spearheaded the onboarding orientation for new hires, implementing streamlined strategies to optimize the process across multiple locations, including Quincy, MA; Philadelphia, PA; Staten Island, NY; Boston, MA; and Jersey City, NJ within Peapod's cutting-edge warehouse distribution centers.Served as the Lead Tech for onboarding, documentation, and content creation using Confluence and ServiceNow knowledge bases.Responsibilities:Ticket Requests and Troubleshooting:Oversaw daily troubleshooting tickets, managing Level 2-3 escalations from clients and team members. Proficiently conducted proprietary imaging for macOS and Windows devices, alongside application installations within a hybrid cloud environment.Administered JAMF, Duo, SCCM, and BelManage to support efficient and effective endpoint management. Performed general and advanced troubleshooting for third-party applications such as AirWatch, Duo, and Slack.Configured and supported various hardware peripherals, including standard and Zebra printers, commercial scales, Dell Wyse devices, thermal printers, and wireless access points. Adeptly managed loading boards utilizing Power BI for enhanced operational efficiency.Served as the Single Sign-On (SSO) administrator, including procurement and administration of MACD for SSO users.Operational Excellence:Maintained the uptime of all Peapod warehouses and storerooms at 99.99%, demonstrating constant vigilance.Required advanced soft skills and technical expertise to effectively navigate fluctuating technical environments and meet the needs of end-users.Systems Development:Built and deployed a ticketing system for production/engineer end-users with the ServiceNow client.

• Responsibilities:• Provided white glove Executive & support all News groups with any issues pertaining to NBC proprietary software and hardware (Desktops,Tablets,Mobile Devices,Printers,Switches, Routers and WAPs)• Keep Uptime of Broadcast groups at 99.99% by monitoring, MACD (Move,Add,Change,Delete) and troubleshooting on all levels of OSI Model (Open Systems Interconnection). Includes all Broadcast Desktops, Mobile Devices, Servers, Network Equipment and physical devices. Received user request via walk-ups, Calls, Ticket(SNOW),BMC etc. • Take Tier2/3 escalated requests made by the organization funneled through NBC's Proprietary Ticketing system Service-Now. • Tickets requests typical range: 1. Soft/Hard RSA Token resets/setup, MACD users and setup of Users, 2. Managed proprietary app/equipment iNEW, Tela prompters, Qmasters 3. NBC Proprietary Imaging for Mac iOS or Windows Devices and application installs.4. Password/Pin # Resets and general connectivity to NBC's Wifi Network. VPN/ File Share/ 6. Printer/New User/RSA Token/AirWatch/Wifi Setup7. General and Advanced Troubleshooting for Network Devices (Switches, Routers, Firewalls and Servers) 8. General and Advanced Troubleshooting for Third-Party Applications (AirWatch (Email on 9. Phone), Office Suite, Adobe Suite, RSA Tokens, VPNs, Firewall, Email/Outlook)10. SSO (Single Sign-On) Administrator. Includes Procurement & Administrating MACD for SSO-UsersJob Requires to be alert all times to keep uptime of all news and broadcast groups at NBCUniversal to 99.99%. Needs advanced soft-skills and technical-skills to deal with shifting technical climates/situations and end-users (sometimes Celebrities) who need their equipment up and running in crisis situations.

Delivered White-Glove Executive-Level Support: Ensured adherence to Service Level Agreements (SLAs) outlined in client contracts for a diverse clientele in the retail and entertainment sectors, notably including: Deluxe Entertainment Bed Bath & Beyond.System Management and Procurement: Managed and maintained end-user systems. Procured and maintained Windows/Microsoft Entra (Azure AD) /vSphere/MacOS in a hybrid-cloud environment.Network and Hardware Support:Configured and troubleshot LAN/WAN, SonicWall firewall, and managed connections of Cisco routers & switches.Conducted re-imaging of laptops and desktops running Windows 7, 10, as well as MacBooks & iMacs with macOS.Installed, replaced, and relocated various peripherals including monitors, desktops, iMacs, Cisco phones, and docking stations.Documentation and Asset Management: Maintained meticulous documentation of all company assets and end-user information in Asset Core (BMC).Ticket Management: Efficiently managed daily trouble tickets and handled Level 2 escalations from both clients and team members.Collaboration and Vendor Management: Fostered collaboration with the parent company and other IT departments across different locations. Acted as the primary point of contact and facilitator for vendors.Systems and Applications Administration:Proficiently managed the Cisco phone system using Cisco Unity and Cisco Unity Administrator.Ensured the seamless deployment and functionality of all standard/mandatory corporate applications on corporate PCs/Macs, including BMC, Centrify, Cisco AnyConnect (VPN), Falcon Sensor, Symantec, SCCM, Office 365, and JAMF.Active Directory Management: Managed user accounts and computers effectively within Active Directory Users and Computers

• Provided support for NYU users at remote sites outside the campus which required local travel. Supported hardware, network printers, operating systems (Win XP, Win 7, Win 8, and Mac OS) and applications.• Managed mobile devices; blackberry, IPads, IPhone, Androids, and tablets. • Imaged new workstations via Norton’s Ghost• Deployed new workstations. Moved, added and changed workstations throughout NYU locations and off campus.• Configured new user accounts (PC or Mac) and setup MS Outlook 2007 and 2010 exchange accounts. • Assisted in implementing and planning small projects or project that are specific to the tech's assigned department Involved in the installation, rollout, and/or upgrade of new software, hardware, systems, networks, etc. • Assisted Users with Clinical applications such as Epic escalate any issues to Epic team for resolution. DocumentedUpdated status via ticketing system

Assisted in the deployment and configuration of IT systems across multiple departments.Performed regular maintenance and updates of IT systems to improve performance and security.Resolved technical issues involving both hardware and software components.Documented processes and maintained detailed records of system configurations and updates.