Experience

• 

  Datascope corporation

  May 2006 - Jul 2006

  Intern - blackberry rollout

  Developed and streamlined a process for installing email for a summer roll out of Blackberry devices.Served as technical support for users with Blackberry Devices. Troubleshot new Blackberry's that arrived damaged or with configuration errors.Conducted tutorials for new users on how to use their Blackberry device.

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  Datascope corporation

  Feb 2008 - Aug 2008

  Pc lan technician
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  Maquet cardiovascular

  Jun 2009 - Oct 2016

  Over two years’ experience applying images utilizing Dell KBOX/KACE Solution, Sysprep, software deployment, patch management, asset and inventory management, and helpdesk ticket and process management, and Symantec Ghost.Developed and implemented a global helpdesk system for users to sign in from anywhere in the world and log helpdesk tickets. Responsible for creating, managing, and implementing image creation and documentation for the company standard. Team lead for imaging and patch management.Troubleshoot user network accounts.Remove system infections due to malware, viruses, or spyware.Assist with phone support for the helpdesk and troubleshoot user pc issues..

  • Helpdesk Support - Level 2

    Aug 2012 - Oct 2016

  • Helpdesk Support - Level 1

    Jun 2009 - Aug 2012
• 

  Premier home health care services, inc

  Oct 2016 - Apr 2019

  It service desk manager

  Manage the IT Service Desk staff: set schedules, coordinate branch office visits, assign work, coach and train on technical troubleshooting, communication and relationship skills.Assist in developing long-term strategies and capacity planning for meeting future IT equipment needs.Designed and implemented employee processes, including SLA’s, for new hires, transfers and separations.Improve teamwork and streamline work efforts.Improved hardware deployments with automation and checklists.Simplified installations, monitoring, and migrations by creating process documentation.Developed road maps to ensure performance and budget targets are met for active projects.- Integrating payroll and development departments into our ticketing system.- Coordinating the migration of mobile devices to a MDM solution for security and HIPPA compliance.- Overseeing the relocation of our corporate office.- Coordinating the upgrade of over 500 computers to Windows 10.Reduced departmental expenses by ~$3200/month, for hardware, by completing company-wide physical asset audit and vendor negotiation.Lead a major audit of Active Directory user accounts to verify contact information and employment status to satisfy security compliance.Monitor IT Service Desk ticketing system (KACE) ensuring that all tickets are assigned and are being updated on a regular basis until resolved.Perform preventative maintenance including checking and cleaning of workstations, printers and peripherals.Interact with, and provide training and support to, end users and staff on IT system/device operation and other issues.Handle off Hours Support shifts as required.Conduct performance evaluations for 6 direct reports. Show less

• 

  Merlin entertainments

  Apr 2019 - now

  Regional it support senior analyst

  • Helped manage the deployment of network, user and POS kit for LEGOLAND New York from the start of its construction• Liaised with contractors and Merlin IT to ensure that construction was in line with the project goals and guidelines, from an IT perspective• Key member of the local IT support team responsible for deploying all network kit to dozens of data rooms• Installed, racked and stacked core fiber switches, access switches, UPS battery backups, and ensured strict cabling standards for all deployed kit• Assisted in bringing up the redundant fiber ring and testing connectivity throughout the park• Assisted IT Manager develop and uphold policies / SLA’s pertaining to IT process and security• Develop and maintain asset an database for all IT kit in the LEGOLAND New York park• Developed site walk checklists to ensure all systems are functional each day• Developed a deployment checklist to follow for user deployable IT equipment• Serve as a technical escalation point, coach and lead for local IT support team members• Lead and support the day-to-day IT operations of the park• Serve as one of the main points of contact for the Senior Leadership Team on-site• Maintain positive relationships with key stakeholders and business members to ensure proactive and progressive IT support• Support 14+ Midway attractions as we exit the project phase• Ensure there is proper coverage for the park and Midways during key operating hours Show less