Los Angeles Metropolitan Area
-Implemented ManageEngine ADManager to streamline automation of onboarding/offboarding processe and reporting in line with SOX/PCI compliance -Implemented living documentation to assist team members with processes and procedures -Delegated projects and tickets to team members -Improved ServiceDesk SLAs by 90%. Reporting and Analytics gathered from Zendesk ticketing system -Collaborated with Global ServiceDesk teams to improve SOS (Service Ownership Support) and implement standardization. -Assisted with merger of systems for M&A deals -Provided "White Glove" support for C-Levels and Executive Management -Implemented MDT for Windows 10 imaging deployment and OS life cycle management. -Maintained SCCM (application deployment, patch management) -Implemented RDS in Azure for offshore access to internal systems -Managed Okta SSO and application assignment -Managed Zendesk ticketing system for internal users -Managed Fuze (Unified Communication Systems) -Migrated O365 users, distribution groups, shared mailboxes from one tenant to another tenant -Implemented Surface Hubs in conference rooms to enhance meeting productivity -Managed Vendors and Agencies (MSPs, IT Consultants, Digital Imaging) -Managed IT procurement (desktops, laptops, printers, mobile devices) -Worked on SNOW (Service Now) building templates for ServiceDesk tasks (onboarding/offboarding, application requests and system access) -Worked in conjunction with Infosec in auditing user accounts for SOX/PCI audits -Managed Windows Servers (VMWare and Azure hardening, Roles and Feature configuration) -Managed ServiceDesk team covering offices in California, Nevada, Massachusetts and remote users across the US. -Managed multiple AD domains, DHCP, DNS, roaming profiles -Migrated desktops from legacy AD to new company AD -Assisted in SID history implementation and research for user migration to help maintain user access to resources during the process of restructuring Active Directory domains
-Provided white-glove support for C-Level and Executive Management -Worked with various departments to develop and complete projects by coordinating resources and timetables -Improved quality service by establishing and enforcing organization standards -Internal training of ServicDesk team to provide better understanding of roles within team. -Supported Windows Desktops, Servers, Mac OS and mobile devices -Managed AD and Office 365 administration for +350 users -Standardized hardware across all offices in California, Nevada and Massachusetts