⦁ 1st Internal Help Desk Analyst working with external MSP provider⦁ Successfully collaborated with Talent Specialist and Facilities Manager to implement new protocol, SLA's and responsible parties for all new hires/terminations for NY and Dallas ⦁ End user support for 100+ employees, O365, InTune Comp Portal, Microsoft Authenticator (2FA) Teams and Zoom utilizing Jabra Evolve 65/75 headsets⦁ Bloomberg Terminals and BBG Anywhere Configurations/setup⦁ Smart Deploy imaging of Lenovo T14, X1 Carbon laptops and Intel NUC’s⦁ Daily use of Jira, Confluence, Service NOW for ticketing, FAQ’s, and Knowledge base⦁ Provided on-site support for opening/Merger of Dallas Office with Elm Park⦁ Assisted with Veraki security and Meraki cloud components for NY Office expansion⦁ Completion of six internal conference rooms and one external conference room (Dallas) to Zoom Rooms via neat controller and Bose VB1 video bars

⦁ Remote Support for NY, UK & SG users with primary focus on CT office with onsite hybrid support⦁ Responsible for IT onboarding of new users (remote and on site) with RDP access or MS Remote Desktop for Mac⦁ Terminal Sessions, (PC/Mac/AWS) Pulse Secure VPN (2FA) and HTLML5⦁ Assistance with Turret and VoIP phones (Ring Central & Polycom) and Bloomberg terminals/orders, B-cards or Bloomberg B-unit app⦁ Configuration of Citrix workspace for FLEX access⦁ Responsible for floor plan, inventory/deliveries for CT office, ordering Dell equipment and providing imaged Lenovo laptops to NY office or Remote users⦁ Setup and maintenance of swing space for 25+ users to access floater PC’s when visiting or emergency ⦁ Screen share support via Zoom, Ring Central or MS Quick Assist ⦁ Exposure and assistance with configuring Cisco Meraki’s, Cisco 9400 Catalyst’s, HPE Moonshot and Palo Alto servers⦁ Boardroom AV/IT support for external clients, MS Teams or Zoom meetings

⦁ Global Analyst supporting twenty-nine remote offices, SNOW ISA and Q manager afterhours⦁ Daily usage of IBM Cognos, iXP SAG AutoSys production monitoring and server alerts, SolarWinds, CrowdStrike, ExCloud, Aerohive, PowerShell scripts and batch files, metrics nightly report and EOD count⦁ Cyber Security use of Proofpoint/Enterprise Archive and BitLocker⦁ Microsoft Authenticator setup for O365 Users, EAC, ActiveSync, Intune Comp Portal and AirWatch MDM agent/TOTP Authenticator⦁ Deployment of collections & O365 Migrations via SCCM / Task sequence builds 1909 Win 10 ⦁ Use of Nexthink, ProfileUnity on HP G6 laptops, Lenovo laptops and Microsoft Surfaces⦁ Active Directory Module for Windows PowerShell – GPOs, DL’s, new joiners, leavers and change requests⦁ Remote support of HK office running AWS, Microsoft Azure external client account creation⦁ Coordinate recorded Zoom sessions for auditing purposes of external clients accessing out environment to perform necessary work, utilizing Thycotic Secret serve

⦁ Level II support, assisting with escalations from Help Desk for 500+ NY users⦁ A/V Support - fourteen conference rooms via TMS, Crestron, WebEx local presentations and external client assistance⦁ PowerShell scripting, Windows 10 1803 version 509 upgrades, SCCM with Cireson addin, Task Sequence, BIOS and firmware updates⦁ WinMagic SecureDoc, Crypto-Erase of encrypted data, DBAN⦁ SCCM administration utilizing Cireson for collections, deployments and Win 10 1803 upgrades⦁ Active Directory Administration, Carpe Diem Mobile Administration, VMware administration⦁ AirWatch configuration of iOS/android devices, RSA token, Carpe Diem Mobile, Cisco Jabber⦁ Citrix XenDesktop VDI running on VMware, Citrix XenApp virtualized applications, Office 2016, iManage Desksite

⦁ NY IT analyst relocated to CA supporting Los Angeles Flagship office, supporting on site and remote support to sixteen domestic/international offices⦁ RDP via Microsoft Windows Server 2003 Enterprise Edition & Windows Server 2008 R2 Datacenter, SCCM and Teamviewer/Bomgar⦁ Rotating weekly schedule to provide late West coast coverage⦁ Maintain network, firewall, AT&T, Century Link and Masergy circuit(s) ⦁ Provide onsite coverage for San Francisco, San Diego, Newbury Park and Rancho Santa Fe when necessary⦁ Troubleshoot daily software/hardware issues/concerns - Desksite/FileSite 9.3, Outlook, Citrix, VMware AirWatch, Duo Mobile and Cisco AnyConnect

⦁ Provide global AV infrastructure and endpoints, in a state-of-the-art Cisco HD Telepresence environment, operating on a 12 port bridge, connecting to all 8 offices worldwide⦁ Initial point of physical contact for the NY office for all IT related issues⦁ Provide Desktop, Remote and Phone Support for 1200+ users, with a team of 10 specialist’s⦁ Troubleshoot Citrix and Cisco VPN remote access for firm issued Lenovo laptops personal PC’s or Mac’s⦁ Liaise with external vendors to resolve issues pertaining to Canon and Xerox Fiery workstations for internal department⦁ Setup and break down PC’s for new hires, office moves and relocations

⦁ Install and configure Remote Desktop Connection for Mac and PC users⦁ Image workstations via Altiris and push applications ⦁ Remote Desktop VDI environment, configure VPN access/E-office⦁ Grant and configure iPad and Lenovo T series and series VDI access using Citrix Receiver⦁ Setup, monitor and activate Bloomberg Terminals, monitor Nagios reports⦁ Forensic Replicator paraben hard drives and backup⦁ Active Directory administrator, BigMail Portal Administrator, Hitachi Password Manager, Entrust Identity Guard Administrator

⦁ Level 2 Support for 1000+ N.Y. users (DM, Microsoft Office etc.)⦁ AV setups, Live meeting, presentations via Crestron equipment, Global Crossing and Tandberg ⦁ Create, resolve and/or escalate tickets with Service Now ticketing system⦁ Service all Canon, Xerox printers, scanners, faxes and copiers, place calls when needed⦁ Imaging of new PC’s, Wyse terminals via Ghostcast Server⦁ Troubleshoot remote access issues for users, VPN/Citrix/VDI, Firm laptop, personal PC or Mac (Mountain Lion)⦁ Responsible for IT inventory - Blackberry(s), loaner HP Laptops, 4G air cards and other peripheral devices

⦁ Level 1- 2 Phone/Desktop/Remote Support for Tennessee, New York, Washington D.C. and Beijing 500+ users⦁ Logged all trouble tickets in the Track-It 9.0 ticketing system ⦁ Configure/deploy/troubleshoot handheld devices such as blackberries, iPhone, Android as well as iPad(s)⦁ AV setup, laptop & iPad setup, Video Conference setup Polycom Unit(s) Live Meeting⦁ Troubleshoot remote access issues for users, VPN/Citrix/VDI, Firm laptop, personal PC or Mac (Lion)⦁ Troubleshoot applications Desk site 8.5, Litera Change Pro, Office 2003-2010, Adobe Photoshop CS2⦁ Create and configure user accounts, mailboxes, group policies, distribution lists etc. in Active Directory⦁ Responsible for IT inventory - Blackberry(s), loaner Lenovo/Dell Laptops, 3G air cards and other peripheral devices

⦁ Level 1 Phone/Remote Support for twenty seven offices in thirty countries 5000+ users⦁ AV setup, laptop setup, Video Conference setup Polycom Unit(s)⦁ Cisco Management creation of logins, deletions and modifications/ Cisco Unity Voicemail⦁ Create and configure user accounts, mailboxes, group policies, distribution lists etc. in Active Directory⦁ Responsible for setting up all BlackBerry’s for users and setting up all loaner laptops for business travel⦁ Troubleshoot applications iManage, Office Suite 2003-2007 and other various applications⦁ Administer the B.E.S for activating new users, set policies and maintain backup files⦁ Maintenance of HP and Lexmark printers, scanners as well as Smart Board(s)⦁ Troubleshoot remote access issues for users, i.e., VPN/Citrix, Firm laptop, personal PC or Mac (Snow Leopard)⦁ Generate daily reports to handover to Hong Kong of completed and pending tasks

⦁ Provide technical Level 1 helpdesk support an end-user base of 500+ on both software and hardware⦁ Support for eleven international offices ⦁ Applications supported include Microsoft Office Suite 2003-2007 Outlook/Exchange, Interwoven File site/iManage, WordPerfect, Citrix, VPN software, Lotus Notes 8.5, Live Note JFS etc. ⦁ Hardware supported included BlackBerry, Canon, HP & Lexmark printers, Toshiba/Dell laptops⦁ Log, track and escalate all trouble tickets in Track-It call ticketing system ⦁ Utilize such tools as Desktop Authority, PC Anywhere, Remote Desktop Connection, and GoToMyPC to assist end-users with applications and desktop issues⦁ Logged all trouble tickets in the Track-It 7.0 ticketing system

⦁ Troubleshoot level 3 Windows/Citrix desktop issues for all users at the desktop and phone⦁ Setup and support telecommuting employees using ATT connect web application to remotely connect and troubleshoot issue. ⦁ Seamless Windows 2000 to XP migration in an 800+ users environment