Rafael Lopez

Resourceful IT professional with 10+ years of experience in system administration, desktop support, and IT infrastructure management. Proven expertise in Microsoft environments, network configuration, mobile device management, and enterprise tools. Skilled in mentoring teams, leading migrations, and delivering technical solutions for global users and VIP executives.

Senior IT Support Technician - Odyssey Group Holdings - New York, NY

(2020-10)

• Support 2,000+ global users via ServiceNow (SNOW), email, and Microsoft Teams
• Lead onboarding and training for L1 & L2 technicians on IT processes and tools
• Manage C-level and VIP user support, including mobile setup and laptop imaging via Intune Admin Portal
• Utilize advanced tools: Azure, Jamf Now, ThreatLocker, Nexthink, VMware vSphere, Tanium, ControlUp, ServiceNow
• Execute high-priority VIP projects with minimal downtime

Desktop Support Analyst - Capital Group Company - New York, NY

(2019-05 - 2020-08)

• Provided technical support to 200+ users (traders, executives, and staff) via ServiceNow
• Led Windows 10 migration for 200+ users using USB PXE boot
• Configured and supported mobile devices (iPhone, iPad, Android) via Blackberry Works & AirWatch
• Managed AV/Conference/Telepresence room support and Cisco IP phone upgrades
• Onboarded/offboarded users and provided training on Bloomberg, Nucleus, BlackRock Aladdin, Office 365

Identity & Access Management Analyst - Guardian Insurance - New York, NY

(2019-03 - 2019-10)

• Automated manual processes using Excel VBA, reducing entitlement review time by 35%
• Utilized Power Query, Pivot Tables, VLOOKUP to analyze RACF and Mainframe access data
• Supported privileged access role migration and created ServiceNow tickets for access provisioning

Desktop Support Analyst - Time Warner Corp. - New York, NY

(2017-08 - 2017-12)

• Delivered onsite and remote support to 500+ clients using ServiceNow
• Imaged devices using Microsoft Deployment Tool (MDT); supported AirWatch, Canon, HP printers
• Led projects: BitLocker encryption, Trend Micro to Symantec migration, Apache network patching
• Configured VDI and mentored team members on technical solutions

System Administrator & Desktop Support - eBay / Pepperjam Marketing - New York, NY

(2015-09 - 2017-01)

• Supported Dell Latitude and MacBook hardware/software for enterprise users
• Managed Active Directory, RSA tokens, Cisco Unity, JIVE phone system
• Led office relocation IT infrastructure deployment, including network setup and system configuration
• Assisted in Cisco Router upgrades and optimized network closet structure

Diploma - Computer Networking and Electronics - Computer Learning Center, Paramus, NJ

Training Course - CCNA Training Prep Course - Technical Institute of America, New York, NY