* Offered white-glove service to top level leaders and executives across the company* Participated in help desk team covering 500+ employees across 10 different company locations* Designed and implemented improved workflows for SolarWinds Service Desk to improve ticket submission process for end-users* Oversaw and completed 100+ unit PC replacement project across several locations* Designed and delivered in house cybersecurity & phishing training for all company employees to reduce cyber related risks* Participated in routine audits for system controls and SAP audits, to mitigate risks, and cut costs* Assisted with rolling out company wide phone system migration from Mitel to Zoom* Supported Avaya and Polycom softphone systems* Designed and carried out company wide training to leadership and all company employees for Zoom Phone transition* Conducted wireless network surveys to identify low coverage / high interference areas across multiple work sites to refresh local area network (LAN)* Assisted in network equipment replacements for Unifi, and Cisco/Meraki switches as a part of sunset/sunrise replacement cycle* Leveraged automation and access provisioning with Microsoft Intune, Azure AD and Autopilot to image and deploy user machines and manage security groups* Managed access to SharePoint sites* Configured and maintained 100+ printers across 10+ locations with PrinterLogic* Managed and troubleshot Cisco AnyConnect VPN clients on employee systems* Managed network switches, access points and firewalls with Cisco Meraki* Managed permissions and access control in CDK Global dealership management software (DMS) and other proprietary systems

* Led key IT initiatives and projects under the Director of IT with internal departments (HR, accounting, etc.)* Acted as sole technical point of contact for 150~ employees* Designed and implemented IT procedures for asset management, physical & virtual security, change management, auditing, and more* Assisted with merging and migrating ActiveDirectory and Office 365 data through a key business acquisition* Implemented and managed MDM (Mobile Device Management) for company assets including Windows, macOS, iOS and Android devices* Managed device inventory and application distribution via Microsoft SCCM/MECM* Managed all internal VOIP communication including Polycom soft phones, virtual DIDs, call routing, call trees and call groups* Acted as liaison between several external service providers for IT, phone, and security* Installed, upgraded, re-imaged and maintained desktops, laptops and servers

* Implemented and lead technical support structures and SOPs for external vendors as part of the remodel team* Remotely configured hardware (IP cameras, PoS systems, networking switches, etc.)* Diagnosed hardware and network issues with remote tools* Revised store CAD floorplans with MicroStation and AutoCAD* Configured Cisco voice gateways (VGWs) and internal number routing* Managed security camera dashboard with proprietary software* Collaborated with large internal and external teams to manage deadlines for large-scale projects

* Took in and triaged support tickets from medical professionals including MDs, NPs, NAs and others across an omni-directional support platform including phone, web, and chat* Performed remote diagnostics for PCs, laptops, and associated peripherals* Worked with cross-functional teams to investigate, troubleshoot and diagnose network related issues on PADnet medical device* Contributed towards attaining HITRUST certification by providing an analysis on data collection and storage* Adhered to strict HIPAA compliance and collaborated with teams to securely manage and maintain client data* Assisted R&D and manufacturing teams as subject matter expert on networking and connectivity* Developed internal IT procedures and policies* Worked with external managed service provider to manage software licenses, user permissions, and internal IT environment* Traveled to on-site client locations to diagnose connectivity issues with PADnet device* Created and managed large knowledge database for internal employees

* Triaged ticket escalations from Tier 1 help desks and resolved Tier 2 level tickets, meeting strict SLA requirements for medium and large sized clients* Participated in on-call rotation to resolve critical system downs, providing after-hours support to key clients* Provided remote support to clients using TeamViewer, Bomgar, ScreenConnect and GoTo to troubleshoot complex problems* Performed server updates and patching for critical client systems* Adhered to strict SOC I and SOC II compliance standards* Managed medium to large sized Active Directory environments for internal staff, including onboarding & offboarding, permissions, and assigning security groups utilizing AD permissions and OU structures* Troubleshot complex requests across a variety of applications including Dynamics 365, Skype for Business, SharePoint, and other Office 365 apps* Monitored and maintained Kaspersky anti-virus database* Managed users in Skype for Business on-prem, assigned mailbox policies with PowerShell scripting and assigned user policies* Created, logged, and resolved tickets across multiple ticketing platforms including Dynamics 365, Ivanti, and ServiceNow* Managed and supported unified communication (UC) platforms such as Skype for Business, Microsoft Teams, Cisco WebEx and GoToMeeting* Managed cloud backups for clients of various sizes with Veeam* Implemented and managed Snipe-IT asset management database to track company assets

* Handled prior authorizations for customers of CVS Caremark and Optum* Provided customer support to CVS Caremark and Optum users by answering incoming calls and performing outbound calls, adhering to HIPAA guidelines and pharmacy laws standards* Identified pharmacies, providers and beneficiaries needs, clarified information, and researched customer issues to provide solutions.* Guided pharmacies, providers and beneficiaries regarding the process of claim transmission, reimbursement and payment.

* Provided billing support for customers in the tristate (NY, NJ, PA) area* Trained in de-escalation and value upsell/cross-sell