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Work Background
American Express Global Business TravelGlobal Depot Technical Lead - Special Projects
Apr. 2023 - Sep. 2023New York City Metropolitan AreaI managed daily operations and vendor relations, ensuring regulatory and safety compliance. I enhanced depot operations through strategic initiatives, data analysis, and staff training. I also assessed backup strategies and developed training plans to support staff development and operational effectiveness. Key Accomplishments: • Enhanced depot operations by implementing strategic initiatives and optimizing workflow and equipment deployment.
• Coordinated with Engineering, Finance, and Purchasing departments to align processes related to Client Hardware management.
• Prioritized escalated and urgent requests to maintain seamless fulfillment and deployment of equipment.
• Managed multiple vendor accounts, holding them accountable for contracted services and service levels through meticulous data analysis and reporting.
Grass Roots Technology ConsultingOwner
Aug. 2022Staten Island, New York, United StatesDirected technology strategy for non-profit organizations and small start-up businesses, providing comprehensive guidance aligned with client's objectives, budget constraints, and expectations. Managed technology proposal implementation, guaranteeing smooth integration and collaboration with third-party vendors. Researched client hardware and software needs to create comprehensive reports, proposals, and recommendations. Served as a primary consultant, delivering tailored business planning and support to enhance clients' technological capabilities.
● Crafted technology strategies for non-profits and startups, cultivating lasting partnerships and facilitating client expansion.
● Established and maintained robust relationships with business stakeholders and vendors, promoting open communication to address potential challenges and streamline technology enhancements preemptively.
● Enhanced client decision-making by preparing detailed technology proposals that align with organizational goals and financial parameters.
Success Academy Charter SchoolsHelp Desk Manager
Apr. 2020 - Jul. 202295 Pine Street, New York, NYI led Help Desk operations, coaching the team and ensuring effective IT support. I facilitated meetings to resolve issues, built vendor relationships, and analyzed ticket trends to improve service. I managed the Knowledge Base, maintained supplier contracts, and conducted IT asset inventories. Key Accomplishments: • I oversaw the IT support for the main office and 48 school locations in the NYC area, ensuring consistent and high-quality assistance.
• Developed and delivered technical training during the implementation of the Student Management Solution across 48 school locations, enhancing staff proficiency and system utilization.
• Enforced asset management policies, procedures, and processes, conducting regular inventories and monitoring the usage of all IT assets.
• Generated reports based on ticket data to analyze Help Desk performance trends, leading to actionable insights and improved service quality.
• Managed the organization's Knowledge Base, ensuring up-to-date solutions and enhancing employee support.
Success Academy Charter SchoolsInformation Technology Associate
Jun. 2017 - Apr. 202095 Pine Street New York, NY
Creighton UniversityClient Support Analyst II
Oct. 2014 - Jun. 2017I provided technical support for Faculty, Staff, and Students at the School of Medicine, focusing on Apple devices and managing configuration with JAMF Casper MDM. I updated and imaged Windows computers with LANDesk and supported academic testing environments. I also offered desk-side assistance for both Windows and macOS, ensuring a smooth technological experience. Key Accomplishments: • Spearheaded the launch of the Medical School's Medical Student Mac laptop program, successfully implementing JAMF Casper for device deployment.
• Provided essential end-user support for the School of Medicine's technology ecosystem and served as the lead technician for the B-Line Medical Recording Software.
• Delivered critical end-user support, enhancing the School of Medicine's technology ecosystem and user experience.
Creighton UniversityClient Support Analyst
May. 2014 - Jun. 2017Omaha, Nebraska, United States
Ellie MaeTechnical Product Support Analyst
Jan. 2013 - Dec. 2014
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