Technology Support Analyst - Deloitte - New York, New York
(2022-11)
- Validate endpoint security compliance for managed laptops and mobile devices using Intune Company Portal and Nexthink, helping ensure secure network access and device posture compliance.
- Troubleshoot and resolve issues across 220+ Crestron transmitters/receivers and HP Polycom conference cameras, supporting reliable operation of network-connected audiovisual systems.
- Image and provision 200+ laptops through Microsoft SCCM, applying standardized OS builds, security settings, software packages, and network configuration requirements.
- Developed an automated validation script to compare pre- and post-migration laptop data, improving data integrity checks during endpoint transitions.
- Perform secure data wipes on 100+ returned laptop drives using Deloitte-issued bootable USB media in support of asset lifecycle and disposition processes.
- Resolve Citrix Workspace and virtual application issues, troubleshooting connectivity, performance, and endpoint access issues to reduce user disruption.
- Manage IT asset inventory in SAP and ServiceNow, tracking 100+ items to ensure accurate assignment, accountability, and support readiness.
- Leverage advanced troubleshooting tools including Sysinternals, Wireshark, and Driver Store Explorer to isolate and resolve complex endpoint and network-related issues.
- Apply IT service management practices across incident and problem management workflows to coordinate root-cause resolution with cross-functional teams.
- Use Nexthink to push scripts and run diagnostic scans on affected laptops, accelerating issue identification and remediation.
- Deploy firmware updates and configure email alerting for 50+ printers across the NYC office to improve device reliability and monitoring.
- Resolve 200+ technical support tickets per quarter while maintaining SLA compliance and strong user satisfaction.
IT Helpdesk/Support Technician - MetLife Stadium - East Rutherford, NJ
(2021-07 - 2022-11)
- Supported mobile device administration through Microsoft Intune, including troubleshooting, policy compliance, and device health management
- Deployed mandatory Microsoft MFA for 100+ users, strengthening authentication controls and access security.
- Managed 100+ stadium user accounts and new hire provisioning through Active Directory.
- Executed monthly phishing and smishing campaigns and delivered semi-annual security awareness training for 100+ users using KnowBe4.
- Administered 1,000+ TVs via TriplePlay and Cisco CallManager phones across the stadium, ensuring operational readiness before and during events.
- Monitored Azure sign-in logs for suspicious activity and escalated potential security events to IT management.
- Administered and licensed Microsoft 365 applications through Microsoft Admin Center.
- Generated and analyzed vulnerability reports by scanning 1,000+ PCs, mobile devices, servers, and switches, then prioritized remediation based on CVE exposure.
- Deployed updates and remediation packages to 100+ PCs through LanSweeper using packages and scripts tied to vulnerability findings.
- Created scheduled tasks to manage 20+ guest service booth accounts during stadium events using ADHQ.
- Authored KB articles and troubleshooting documentation to standardize support procedures and reduce repeat incidents.
- Assisted network and systems administrators with server and switch installation, deployment, and maintenance activities.
- Installed and maintained wireless access points to support fan connectivity during major events.
IT Support Specialist - Beloved Community Charter School - Jersey City, NJ
(2020-07 - 2021-07)
- Resolved Windows and Google Workspace issues for 1,200+ students, parents, and staff using phone, in-person, and remote support tools such as SolarWinds N-able and Chrome Remote Desktop.
- Configured and supported 50+ Allworx VoIP phones across classrooms and administrative offices.
- Managed, troubleshot, and imaged 800+ Chromebooks and PCs using Google Admin Console.
- Diagnosed and corrected a recurring Wi-Fi issue by analyzing RF channels across 40+ WAPs and coordinating reconfiguration with the IT Manager.
- Monitored staff and student web traffic using GoGuardian to identify suspicious activity and support network security oversight.
- Created and managed 50+ user accounts and email accounts through Active Directory and Google Admin Console.
- Produced technical documentation and troubleshooting guides for end users and IT staff.
