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Work Background
Wellington ManagementPriority Desktop & Conference Room Support
Dec. 2023New York, New York, United StatesHandled task and incident support using ServiceNow, operated Crestron X Panel for remote conference room control, and troubleshooted and maintained conference room systems. Managed Active Directory tasks including account management and BitLocker recovery. Conducted laptop and desktop imaging and provided priority support for Windows and Mac issues for executives. Administered Office 365, installed and configured conference room devices, coordinated vendor maintenance, managed assets with CMDB, supported VPN technologies, and provided IT support for large events using EMS.
Wieden + KennedyInformation Technology Support Engineer
Jun. 2023 - Nov. 2023New York, New York, United StatesPart of an I.T. team collectively in charge of technical support for a well known ad agency.
In charge of resolving tech support tickets using Fresh Service for: Printers, Macbooks, PC’s Network issues, Conference room technology like Neat Cameras & Neat Frames Used JAMF for device provisioning, app deployment, security and compliance of Apple devices
Used Active Directory to create and manage user credentials & serv lists
Personally in charge of coordinating and managing inventory, coordinating repairs and tracking mass deployments
Experience with configuring and troubleshooting Neat video conferencing equipment, including codecs, boards, frames, cameras, and microphones.
Core BTSIT Support Specialist
Nov. 2022 - Apr. 2023Wantagh, New York, United StatesPart of an I.T. team collectively in charge of all technologies for 5 schools in a Long Island School District. In charge of resolving tech support tickets for: Printers, Chromebooks, Network issues, Classroom technologies like smartboards, webcams, & projectors. Personally in charge of coordinating and executing all Technology projects & tasks for 1 out of the 5 schools.
Coordinate the people, tools, and resources needed in order to achieve personal projects of the I.T. Team Provide customized white glove Audio Visual/ tech support service for executive administrator and board of directors meetings Provide technical assistance in person & by logging in remotely to Staff, Admin, & Student computers Maintain and provide support for Server systems. (Server installation, cable management, upgrades) Assistance for live virtual events and meetings using Teams, Webex, Zoom and Google Meet. Live Audio/Visual assistance for live streamed Broadcast events using PA broadcasting equipment & livestream technologies. Used codec technologies to convert audio and video to the correct format for use in education environments & administrative conferences, etc. Fixing hardware devices such as Printers, Chromebooks, Laptops, Desktops, Smartboards, Phones, & Ipads
Used JAMF for device provisioning, app deployment, security and compliance of Apple devices Imaging and reimaging desktops, Chromebooks, Mac’s & Tablets Diagnosing network issues & assigning the correct devices to the correct VLAN Updating outdated tech with SSD’s, RAM, Monitors & updated peripherals Install, manage & update permitted software & firmware Creating cables & managing patch panel/switch systems Managing & instructing on Microsoft Multi-Factor Authorization setup & basic security procedures Drilling & educating staff on our Disaster Recovery Plan. Weekly reviews of Disaster Recovery paths, recovery methods and data backup strategies.
EBGI.T. Suppport
Jan. 2022 - Nov. 2022New York City Metropolitan AreaProvide IT support and conference support for C-suite level executives and top management In charge of executing all Technology projects & tasks for the New York City Office In charge of resolving all tech support tickets & tasks for the CFO office and team specifically Worked directly with Chief Financial Officer and Chief Marketing Officer to support their technical needs and conferencing equipment maintenance/installation Experience with creating and maintaining AV equipment inventory and maintenance schedules ( ie Cisco Quad Cam setups) Knowledge of Cisco video conferencing protocols such as H.323, SIP, and SCCP. Familiarity with Cisco Webex Room and Board series video conferencing systems, including the Cisco Webex Room 55, Cisco Webex Room 70 G2, and Cisco Webex Board 55 endpoints Experience with configuring and troubleshooting network switches and routers, particularly Cisco switches and routers. Coordinate the people, tools, and resources needed in order to achieve the goals of the I.T. and Facilities Team Provide customized client & Executive white glove services Provide hands-on technical assistance by logging in remotely to EBG users all over the world. Maintain and provide support for the central Server system. (Server installation, cable management, upgrades) Used codec technologies to convert audio and video to the correct format for use in entertainment marketing materials & internal intranet materials
FocusVisionTechnical Support Specialist (Streaming)
Sep. 2020 - Mar. 2022Queens, New York, United StatesPromoted due to superior performance, and maintained clear communication with stakeholders to ensure smooth project execution under heavy workloads. Handled QA checks and coached staff on related practices. Enhanced customer service and reduced average ticket resolution times. Ensure strict compliance with policies, conducted Project Time-Stamping, drove escalations and received the best possible performance reviews every month despite challenges. Facilitated enhancements to support tools and other process improvements to boost satisfaction scores. Used codec technologies to convert audio and video to the correct format for use in delivering of the recorded focus group sessions to clients
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