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
