New York City Metropolitan Area
I have 15 years of professional experience, currently serving as an IT Senior Specialist at New York Life, managing the IT support desk and contributing to operational efficiency through machine builds, deployments, and advanced technology support solutions. My expertise includes IT support management and analytics, Microsoft 365, and Citrix virtual environments. I have a strong focus on leveraging AI-driven tools such as Amazon Connect, Nexthink, Moveworks, Claude, and Google Gemini to enhance user experiences and streamline technical support processes. Personally, I am a travel youth ice hockey coach dedicated to fostering skill development and collaboration since 2017. By organizing practices, games, tournaments, promoting teamwork, discipline, and strategic growth both on and off the ice. Certified in Google AI Fundamentals and AI for Brainstorming and Planning, reflecting a commitment to innovation and leadership in both technology and mentorship.
• Served as the head coach for a youth travel ice hockey program, overseeing player development and team strategy. • Conducted three weekly practices and managed two games each weekend for six months, ensuring high levels of engagement and skill enhancement. • Organized and participated in tournaments and showcases to provide competitive experiences for young athletes.
• Managed the IT support desk, ensuring efficient resolution of technical issues for users. • Acted as the technology lead for various business groups, driving innovation and support initiatives. • Supervised machine builds and deployment processes, enhancing operational efficiency. • Leveraged AI influence to implement cutting-edge solutions within the organization.
Managed the IT level I and II support desks of 45 direct reports, ensuring efficient daily resolutions of technical issues for users across multiple business groups. Acted as the technology lead for various business groups, driving innovation and support initiatives during monthly meetings. Supervised machine builds and deployment processes, enhancing operational efficiency. Maintaining a laptop monthly refresh process for business groups. Leveraged AI influence to implement cutting-edge solutions within the organization. Implementing AI IVR tools, Passwordless HYPR software roll outs, Moveworks Chatbot services, ChatGPT data models for ticket quality assurance.