IT Field Service Support Specialist - HCL Technologies Nestle Health science - Holbrook, NY
(2023-04 - 2026-06)
Delivered technical application and end-user support across company-wide software environments, resolving hardware, software, application, and connectivity issues to maintain business productivity.
- Installed, configured, updated, and maintained Windows-based software applications, drivers, and system components while following established IT procedures.
- Troubleshoot and resolved workstation, hardware, software, and network conflicts, minimizing user downtime and restoring systems to operational status.
- Supported Windows 11 device imaging and deployment activities, including device configuration, application installation, Windows updates, and driver updates.
- Managed device configuration and application provisioning through Microsoft Intune, Azure, Active Directory, ServiceNow, and SCCM/Software Center.
- Created and maintained user accounts, device configurations, permissions, and system records while supporting organizational security and access requirements.
- Supported remote new-hire onboarding by preparing, configuring, and validating laptops and other technology equipment for timely deployment.
- Coordinated shipment of configured equipment to remote employees, helping ensure devices were delivered and ready for use by scheduled start dates.
- Provided one-on-one technical assistance and guidance to users, explaining technology solutions clearly and helping employees resolve recurring technical issues.
- Documented incidents, technical issues, configurations, and resolutions in ServiceNow and other IT record-keeping systems to improve troubleshooting consistency and knowledge sharing.
Analyst, Service Desk Support - CIBC Bank - New York, NY
(2021-07 - 2022-12)
- Coordinated technical resources and dispatches involving Programming, Engineering, and third-party manufacturer support to resolve complex customer issues.
- Maintained accurate customer asset databases, ensuring equipment and support records remained current and accessible.
- Performed and supported video test calls with clients to validate systems, connectivity, audio/video functionality, and overall readiness.
- Provided customer and IVCi training and technical support, helping users understand system functionality and effectively utilize supported technologies.
- Documented troubleshooting activities, technical findings, repairs, and resolutions to support accurate service records and improve future issue resolution.
- Administered account access management using Active Directory, including password resets, account unlocks, and permissions support.
- Supported Cisco VPN, Citrix remote access, Outlook, Microsoft Teams, SharePoint, and enterprise banking applications.
- Assisted users with BlackBerry UEM mobility tools, secure mobile access, and enterprise email configuration.
Microsoft Messaging Engineer - Enhance IT - Atlanta, GA
(2020-11 - 2021-06)
- Administered and supported Microsoft 365, Exchange Online, Azure AD, and hybrid cloud environments across enterprise users and systems.
- Managed mailbox provisioning, distribution groups, shared mailboxes, and user synchronization across multi-domain environments.
- Configured and maintained Azure AD Connect to support hybrid identity and reliable directory synchronization.
- Implemented and supported Multi-Factor Authentication (MFA), Conditional Access, and Single Sign-On (SSO) to strengthen identity security and access controls.
- Supported enterprise Exchange-to-Microsoft 365 migration projects, assisting with mailbox transitions and maintaining user email availability.
- Configured and supported SPF, DKIM, and DMARC email authentication protocols to improve security, authentication, and mail deliverability.
- Automated administrative processes using PowerShell scripting, including mailbox migration and account provisioning tasks.
- Troubleshoot and resolved issues involving Microsoft Teams, OneDrive, Azure AD authentication, email flow, and end-user connectivity.
- Collaborated with infrastructure and support teams to troubleshoot cloud, identity, messaging, and authentication issues and maintain reliable enterprise services.
Desktop Support Specialist - 1199 SEIU Healthcare Union - New York, NY
(2018-08 - 2020-09)
Delivered onsite and remote technical support to enterprise users across healthcare operations, resolving hardware, software, and connectivity issues while maintaining a high level of customer service.
- Diagnosed and resolved desktop, printer, hardware, software, and network issues, minimizing user downtime and restoring productivity.
- Configured, deployed, and domain-joined 450+ PCs and workstations, ensuring systems met enterprise deployment and security standards.
- Re-imaged and deployed laptops and desktops in accordance with established enterprise IT standards and configuration requirements.
- Administered Active Directory users, computers, permissions, and access within enterprise environments.
- Supported business-critical applications and technologies including Microsoft Office, Exchange, LAN/WAN, Norton Antivirus, and CrowdStrike.
- Provided remote technical support using Dameware and enterprise ticketing systems to troubleshoot and resolve user issues efficiently.
- Installed, configured, and maintained hardware and software across Windows, macOS, and Chrome environments.
- Assisted with backup operations, system maintenance, hardware upgrades, and workstation lifecycle activities to maintain reliable IT operations.
- Collaborated with internal IT teams to troubleshoot escalated issues, improve service delivery, and enhance the overall user experience.
