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Click here or scroll down to respond to this candidateCandidate's Name
Street Address EMAIL AVAILABLE cell: PHONE NUMBER AVAILABLEQualifications ProfileSolutions-oriented Information Technology professional with a solid background of experience in system administration, configuration, and maintenance.Exceptional performance in installing, configuring, and supporting technology solutions instrumental in contributing to bottom-line savings to clients; broad-based and ever-expanding repertoire of technical skills.Proficient at providing remote and onsite hardware / software installations, support, and service to new and existing clients. Top-notch troubleshooting and issue resolution strengths.Out-of-the box thinker possessing the necessary skills and mindset to identify emergent technologies that perform in divergent environments, surmount obstacles, and achieve goals.Strong interpersonal skills including persuasion, negotiation, conflict management, and customer relations.Results-oriented self-starter who exemplifies strong leadership, discipline, enthusiasm, and energy within a well-organized environment.Core Competencies:Client / Server ApplicationsLAN / WAN / VPN Implementation & SupportDatabase Support & IntegrationTroubleshooting & Issue ResolutionEmail, e-Commerce, & Networking ApplicationsCustomer-focused OperationsCommunication & CollaborationEnd-user Training & SupportTechnical BackgroundPlatforms:Windows XP, 7, 8.1, 10, Win 2008 R2, Win 2012, Win 2016, Win 2019, Win 2022 and MacOS Ventura 13.2.1Tools:Active directory, EMC 2010 (Exchange Management Console), Microsoft Office 2010, 2013, 2016, Office 365, OWA, Outlook Anywhere, Chromebook, MAC, JAMF, Express VPN, Cisco Anywhere, PCAnywhere, AirWatch, MDM (Mobile Device Management), Citrix, Intune, Airwatch, Azure, AWS Management Console, Google Suite (G-Suite) admin console, Cisco Call Manager 10.5, Cisco Jabber, Blackberry Enterprise Server, Microsoft Lync, Microsoft Teams, Slack, LastPass, Google Docs, Skype, WebEx, Zoom, Microsoft Meeting Sophos Anti-virus, SEPM (Symantec Endpoint Protection Manager), Viper Anti-virus, Bitdefender, McAfee, Webroot, Malwarebytes, Microsoft Forefront Protection, VMware 5.x and 6.5 ESX (Virtual Host), ISCIS, VDI (Virtual Desktop Infrastructure), Net Motion 11.41, Veeam backup, TCP/IP, DNS, WSUS, SMS, MOM, SCCM 2012, SCOM, Solar Winds, Websense, Microsoft SoftGrid, IBM Big Fix, MX Extreme, DS View, Avocent KVM, Black Box, HP MSA2040 SAN, Netbotz, SonicWall, Basic Cisco Commands, Bright Mail, BrightStor, Postini, Global Relay, Rack Space, BitLocker, Blancco, Microsoft Data Eraser, Veritas (Symantec) Backup Exec, Acronis Backup, Remedy Helpdesk Management, Track-IT, Ivanti, Magic, Heat, HP Service Manager, Spice Works, ConnectWise, ServiceNow, LANDesk, Zendesk, Dell Manage, HP Systems Insight Manager (HP SIM), Ivanti, Wyse Device Manager, Cisco AnyConnect VPN, Cisco Anywhere, Blackberry Desktop Manager, Lotus Notes, PowerShell, bat file script, PCAnywhere, Dame Ware, LogMeIn, Bomgar, Chrome, Microsoft Edge, Internet Explorer, Remote Desktop, Bomgar, LogMeIn Rescue, Symantec Ghost, Acronis imaging, Macrium imaging, NT Terminal WISE Terminal, Snap Server, Citrix Client, Checkpoint VPN, RSA Token, PC Docs, I Manage, Microsoft SharePoint, Fact Set, Vestek, Bloomberg, SunGard B2 and U2, Pink Sheet, Turrets, Baseline, Reuters, PeopleSoft tracking system, Epicor (Accounting System Software), Adobe Reader, Adobe Photoshop, AutoCAD, MicroStation, Adobe Illustrator, Yardi, Timberline, TimberScan, IOT (Internet of Things) Instatel Thor, Instatel Micromate, ShareFile, Crush FTP, Google Docs, Dropbox, Google Drive, ShareFile, and Microsoft OneDrive. Connect Wise Automate, WebEx, Zoom, GoToMyPC, Meet, GoToMeeting, and Skype SonicWall, Ubiquiti Equipment, and Meraki.Hardware: HP Compaq, HP ProLiant, HP ProDesk, Dell, PC Compatibles, IBM (Lenovo) / Dell laptops, Microsoft Surfaces and Laptops hardware drivers and patches for modems, HP/ IBM/ Tektronics/ Konica Minolta printers and scanners, WYSE terminal, networking cards, DSL, Cable, 56K/T1, VPN, Xyplex and Cisco Routers, Cisco ASA firewall, ADTRAN CSU/DSU for 56K/T1 connections, Network Interface Cards (Token Ring, Ethernet, PCMCIA, Pocket Xircom), modems (Internet, External, PCMCIA), Palm, BlackBerry, iPhone, iPad, Android, and Microsoft Windows phone.Professional ExperienceTCS (Tata Consultancy Services) MSP 01/04/22 06-28-24Sr. System Admin\ Sr. Lead Technician Engineer \ Team Lead \ Project Manager-Troubleshot Tier 3 issues for customers, Identified and resolved bugs, and coordinated with the IT team to drive enhancements and refine service delivery for end users by standardizing IT procedures.-Manage a team of 20 system administrators, network engineers, help desk technicians, and IT personnel to provide end user support and execute $3M IT initiatives, including large scale O365 system migrations and networking projects.- - -.-Deploying, Implementing, and configuring CER, 911, E911 and NG9-1-1. Serve as the IT point of contact forClient.-Planning and executing the disposal and decommissioning strategies for IT assets, such as laptops, desktops, servers, routers, firewalls, and more.-Reporting and analyzing the asset disposal performance and outcomes using tools such as Excel, Power BI, and Tableau.-Proficient in data manipulation techniques, including data cleaning, transformation, and aggregation, to extract valuable insights and support informed decision-making.-Successfully migrated application and Office 365 relying party trusts from ADFS to Azure AD, ensuring smooth and secure access to resources in the cloud.-Serve as the IT point of contact for client accounts valued at $500K to $2.5M, which includes troubleshooting Tier 1 technical issues, deploying technology solutions, and executing large-scale installation and network projects across customer sites.-Trained staff on a new employee computer access protocol.-Lead meetings with the IT department and C-level executives to create technology roadmaps and define long-term IT strategy for the organization.-Assisted end users in using new and existing technology; provided coaching and one-on-one training.-Answered new hire questions regarding Microsoft Office.-Extensive knowledge and experience in Microsoft Hyper-V, Windows Azure Cloud and virtualization technologies.-Microsoft DNS with integration to Active Directory and DHCP.-Test software performance throughout the desktop network to ensure peak performance.-Handled employee requests for help with technical issues on Mac and Windows desktops and applications.-Helped train and support newly hired help desk personnel.-Install, upgrade, support, and troubleshoot Windows OS, authorized desktop applications, hardware, and peripheral equipment.-Coordinate prompt emergency responses to prevent loss of any key corporate data.-Analyze secure authentication and procedures for client businesses and propose solutions to mitigate risks, improve user authentication, and enhance security.-Performed software and hardware installations, upgrades, and maintenance.-Drafted new step-by-step technical instructions for several of the companys most-used software programs.-Ensured utmost security of proprietary or password-protected data.-Monitor organizations networks for security breaches.-Deployed, integrated, and troubleshooted Active Directory Federation Services (ADFS) to enable secure single sign-on (SSO) capabilities across hybrid environments, ensuring seamless user authentication.-Conduct penetration testing to locate vulnerabilities in system and strengthen security before vulnerabilities could be exploited.-Managed Microsoft DNS integration with Active Directory and DHCP services for seamless network operations.-Work with management to develop training materials and procedures for cybersecurity.-Provided reports to management and government clients regarding network security status and Configure antivirus software to fully protect IT environment.-Experienced with deployments with Azure portal. Build a presentation to present the design of hosting architecture on Windows Azure.-Monitor the performance of the computer systems and address issues as they arise.-Provide technical support for software reconfigurations to aid in function customization.-Install computer hardware and software on desktops to keep versions current.-Initiate and complete Microsoft Windows server operating system updates.-Network with LAN/WAN and active directory for continuous company connection.-Responsible for the maintenance and repair of routers, switches, and backup systems integral to network functionality.-recommended new policies, procedures, and technology.-Conducted forensic technical investigations including packet analysis.-Developed and initiated new security procedures, including laptop check, data leakage prevention and anti-virus roll out.-Coordinate and execute preventative maintenance and remedial repairs on computers, laptops, printers, and peripherals.-Return defective equipment to maintenance inventory, document customer repairs, and maintain and restock parts inventory to maintain spare parts levels.-Monitor, operate, manage, troubleshoot, and restore service to terminal service clients, PCs, or notebooks with authorized access to network.-Installed, upgraded, and verified hardware and software applications.-Managed laptops, desktops, and printers companywide.-Authored second-line support team manuals and maintained support standard operating procedures.-Assisted in firewall maintenance throughout the network environment to maintain a secure system.-Served as the Microsoft Windows desktop operating system resource person to quickly address complex user issues.-Performed configuration testing of antivirus software in a networked environment.-Completed password changes and supplied active directory support.-Installed both computer hardware and software.-Address and resolve various computer hardware and software issues for employees in 20 office locations.Birla Soft 09/28/20 12/31/21Sr. Lead Engineer \ Team Lead \ Project Manager\ Remote \ Onsite- Knowledge of Active Directory and application-based user account management.- Experience with network technologies and with system, security, and network monitoring tools.- Understanding of basic ITIL principals preferred.- Provide daily IT Service Desk oversight by ensuring user inquiries are addressed efficiently and effectively- Monitor the Incidents and Tasks queues and set urgency as applicable.- Ensure escalations are troubleshooted and documented per established standards.- Monitor timely first contact of all user inquiries in the queue.--Actively deploying, integrating, and troubleshooting Active Directory Federation Services (ADFS) to enable secure single sign-on (SSO)- Experience interacting with high-level executives, senior management, and business teams to ensure highQuality training solutions are implemented and aligned with the business objectives and operational needs.- Ensure colleagues follow-up and communication is performed per established standards.- Experience developing enterprise-wide training and learning strategies including blended learning andeLearning solutions as well as training documentation for multiple modalities.- Experience leading a team to plan, design and develop end-user training strategy, including developing course curriculum, structure,content, and delivery methods to produce high-quality, engaging training.-Experience developing and creating training videos from start to finish, including writing script, storyboard, and editing, as well as adding closed captions.-Experience using presentation platforms to deliver group training sessions as well as large auditorium training sessions.-Evaluating the effectiveness of training and adjusting as needed to ensure success of change management efforts.-Experience with project management, including using organizational skills to multi-task and manage time across multiple initiatives.-Experience using a Learning Management System to track registration and record participation in training sessions as well as working with MS Office Suite, WebEx, Adobe Suite (Captivate, Connect, Creative Cloud), MS Project, JIRA, Snagit, and SharePoint.-Project leader capacity or as a major contributor on a complex project.-Perform Quality Assurance of daily user inquiries, documentation, timely resolution, implementation of newServices.- Configured additional PKI forest and integrated SAML 2.0 SSO with Microsoft Active Directory Federation Services (ADFS).- Identify trends, create Problems, spearhead issue resolution, communicate with IT Operations groups- responsible for outage remediation.- Champion collaboration and provide up-to-date information and troubleshooting guidance to Tier 1 and Tier2 technicians.- Work with Tier 1 and Tier 2 technicians to improve day-to-day colleague inquiry flow and identify urgentMatters.- Work with Tier 2 group in ensuring that knowledgebase articles are created as necessary and are kept up tto date.- Coach, mentor and train all support Tiers and Service Desk roles, ensure knowledge transfer.- Act as a SME and handle escalated colleague inquiries.- Escalate colleague inquiries to other IT Operations groups as necessary- Facilitate aging inquiries team calls, provide guidance for resolution or escalation as applicable.- Act as a liaison for technology and business groups.- Experienced in team lead management, leadership, and coaching.- Experienced in team building, motivational, reward and recognition techniques, and conflict management.- Ability to manage Tier 1 and Tier 2 team members by identifying tasks for each member according tospecific situations.- Strong customer service mindset.- In-depth understanding of Service Desk processes and best practices, daily functions like qualityassurance monitoring, coaching, and escalations.- Knowledge of ITIL processes of incident, problem, change, release, asset, knowledge, and configurationManagement.- Knowledge of performance metrics, KPIs, SLAs and OLAs.- Ability to assist in preparing, maintaining, and upholding procedures for logging, reporting, and statisticallymonitoring PC performance.- Experienced in diagnosing and resolving advanced technical issues.- Understanding of security best practices and risk mitigation.- Highly organized and able to multi-task and manage multiple projects and competing priorities withoutsacrificing accuracy or efficiency.- Excellent communication and presentation skills with the ability to communicate effectively across various departments and levels ofthe organization.- Facilitate creation and implementation of continuous improvement ideas, processes, and knowledgebasearticles based on industry best practices (ITIL).-Strong background in Microsoft AD and user management, Group Policy, NTFS permissions, M365 cloudservices.- Strong-demonstrated understanding of VPN, LAN, WAN, Wi-Fi, and MFA technologies.Ssquad (Li Fung), New York, NY 09/30/19 09/18/20Sr. Lead Technician Engineer \ Team Lead \ Supervisor \ Remote \ Onsite-Support to provide in Customer Office and Retail Shops within respective city.-Engineer must travel to Retail shops as and when required depend on requests.-Work with Tier 2 group in ensuring that knowledgebase articles are created as necessary and are kept up to date.-Coach, mentor and train all support Tiers and Service Desk roles, ensure knowledge transfer.-Act as a SME and handle escalated colleague inquiries.-Escalate colleague inquiries to other IT Operations groups as necessary.-Facilitate aging inquiries team calls, provide guidance for resolution or escalation as applicable.-Act as a liaison for technology and business groups-Experienced in team lead management, leadership, and coaching.-Experienced in team building, motivational, reward and recognition techniques, and conflict management.-Ability to manage Tier 1 and Tier 2 team members by identifying tasks for each member according to specific situations.-Strong customer service mindset-Experience in supporting Microsoft Windows 7,8,10 and MAC OS-A good understanding of Active Directory domain environments including setting up, maintaining and trouble shooting.-Understanding LAN and network, switches, routers, WAN etc. This includes an understanding of VLANs, switch management, firewall configurations, and broadband installations.-Understanding of GPO's, DHCP, DNS, VPN-Knowledge of basic networking, Wi-Fi, VPN, TCP/IP-Depending on skill level involvement in varying projects from desktop roll outs to cloud, network, and server builds/migrations-VMWare includes building VMs and configuration.-Experience working with backup technologies including server restorations.-Desirable-Understanding of security products and landscape - including items such as DNS filtering, Office 365 security-Understanding about server hardware such as RAID creation and management-Server 2012r2, 2016 and 2019 experience for-Ability to audit customers systems and see where gaps exist then look at systems and services to help strengthen those networks.-Previous MSP experience or internal helpdesk support.-Experience using Autotask, Datto RMM-Outstanding oral and written communication and interpersonal skills.-Proven competency with computer systems, customer environments, and operational procedures.-Previous experience in technical troubleshooting, customer support, monitoring systems and knowledge of ticket and incident management, resolution, and escalation processes.-Knowledge of IT service operations and management. Experience in a customer care and technical support in an IT environment-Experience in supporting Microsoft office and associated applications/add-ins support.-Experience supporting users on Microsoft O365, MS Teams and MDM (workspace)-Proficiency with Microsoft Office Applications Suite and SharePoint.-Experience of SCCM automated build and software package deployment-Experience in supporting Hardware including thin clients, desktop, laptop, printers, and peripherals.-Experience in supporting mobile devices (iPads, iPhones, Androids, etc.)-Co-ordinate with local vendors for hardware issues and replacement of equipment.-Experience in fulfilling the Starter and Leaver requests (i.e., set-up of desktop / laptop / IPAD, installing screens, patch port cabling, software configuration, mobile setup)-Engineer to provide support in install and configure IT assets in Shop and work with vendors to for the same.-Ability to learn about and support bespoke software applications.-Experience in supporting performance and client related issues resolutions.-Experience of managing and completing desk moves and relocations.-Asset management and recording ability. Maintain and report hardware asset stock.-Hands and Feet support for Infra devices (Network and Servers) Technical support on need basis.-Floor support during and post major incidents.-Co-ordinate with UK Service Desk, Operations Managers and Tower Leads for issue resolution and service requests.-Research and identify solutions to issues independently.-Diagnose and troubleshoot technical issues.-Keep all calls, interactions and details logged within our CRM (Autotask)-Properly escalate unresolved issues to either a higher level or to a 3rd party-Prioritize and manage several open issues at one time.-Follow up with clients to ensure their issue is fully resolved after an issue.-Document technical knowledge in the CRMPurvis Systems (FDNY and NYPD), Brooklyn, NY from 6:30PM 12:30AM Part Time nights 08/17/20 04/28/23Lead Technician Engineer Remote / Onsite support-Imaging, setting up, and configuring small form factor Starfire, Silent Hawk, ERS, and Voice Alarmworkstations prior to their installation on the PSAC-1 and PSAC-2 dispatch floor and conducting theequipment installations and subsequent operational- Installing the Silent Hawk servers, Data Capture Units, and print servers in the Silent Hawk cabinetslocated in the PSAC-1 and PSAC-2 Data Center, configuring the Silent Hawk servers, connecting theequipment to the PSAC-1 and PSAC-2 network and conducting equipment testing.-Installing the Silent Hawk remote viewers to support the Manhattan, Bronx, Queens, Brooklyn, and StatenIsland dispatch areas in PSAC-1 and PSAC-2 and conducting equipment testing.-Configuring the Starfire and Silent Hawk workstations after their installation in the Manhattan, Bronx,Queens, Brooklyn and Staten Island dispatch areas in PSAC-1 and PSAC-2.- Experience Windows imaging and provisioning of new or reissued desktop/laptop devices.- Experience in building application packages for use in a software deployments tool and/or software store.- Understands the clients business environment and their technical needs to develop and tailor the mostappropriate technical solution.- Provides consulting expertise to deliver customization and integration solutions to external clients.- Utilizes intellectual property to develop and propose technical solutions that drive change to gainCompetitive market share, control costs, increase operational efficiencies, improve productivity, acceleratedelivery time, enhance client service, drive revenue, and cultivate business growth.- Work with other system integration experts to connect developed functional solutions.- Proactively broaden and deepen client relationships by working with senior level clients.- Support the incident/alert troubleshooting processes, problem analysis, and provide high quality solutionsto technical issues and service request; with adherence to standard operating procedures (SOP), as wellas injecting new methodologies in resolving incidents.- Drive the resolution of client issues by working to define and diagnose issues by applying technicalexpertise, product knowledge, communication, and problem-solving skills.- Escalate unresolved, complex technical issues with the relevant troubleshooting results to 3rd party vendorengineering teams, in a timely fashion.- Build and maintain documentation of process, environment, and run books.Con Edison Astoria, and College Point, NY 11/2/15 09/27/19 Sr. Desktop LAN Admin Engineer-Provided technical support for over 15,000 users company wide. Provide hands-on desktop support for servers, desktops, laptops, printers, and mobile devices.-Supervised and trained help desk and desktop support staff-Setup and configure workstation setup for users including hardware, software, and all peripherals. Participate in testing and evaluating new hardware and software as well as making technical recommendations.-Perform diagnostics on hardware including PCs, network printers, and troubleshoot LAN & Wireless connectivity issues.-Administration of mobile devices such as iPhone and Android devices using Air Watch Mobile Device Management.-Imaging PCs using Norton Ghost, SCCM 2012 Deployment Tools, Windows Easy Transfer migration tool, SCCM.-Software packaging and SMS Bulk Deployment tools to build and deploy various customized Windows 7 and 10 OS images.-Utilize BitLocker to encrypt hard drive on multiple computers, Utilize Blancco and Microsoft Data Eraser to perform disposal of computers.-Manage, deploy, and configure Cisco networking equipment collaborating on projects working closely with network engineers and other internal departments.-Create and maintain a library of technical documentation and provide training to both users and technical staff. Conduct MS PowerPoint presentations to both technical staff and users on upcoming technology plans.-Build, configure, and manage Windows 2008 / 2012 R2 Server in various dynamic network environments.-Active Directory experience to create users, assigning folder permissions, home directories, security groups, as well as print management, DNS, IIS, DHCP and Group Policy.-Build virtual servers using VMware, (VCenter / vSphere) allocating resources and storage, performing maintenance, and migrating physical servers over to virtual machines (P to V) in effort to reduce existing company hardware.-Create, assign, and escalate tickets when necessary, using HP Service Manager ticketing system.-SharePoint 2010 administration experience including creation of sites, worksites, and workplaces, lists, document libraries, exporting and importing critical data, editing web parts, site views implementing workflows; creating table relationships using MS Access 2010.-Participate in meetings with vendors on decisions regarding future design and infrastructure plans.-Conduct interviews, hiring recommendations, and manage train tech staff on company policies and procedures.-Provide off-hours support when necessary to perform system upgrades and maintenance. Participate in a 24/7 on call rotation to provide support for company emergencies and events.AE BackOffice - Stellar Management and Extell Development New York, NY 05/31/10 - 10/30/15Sr. Desktop/ Field / Network Support Engineer-Provided support to all levels of end users around 400+ users between both companies which consisted of multiple properties and their corporate office.-Supervised and trained help desk and desktop support staff-Setup and configure multiple users onto Microsoft Office 2010 or Office 365 to obtain company emails.-Worked in a roll-out project, provided and setup new pcs as required or converted windows XP operating system to windows 7.-Setup and configure blackberries, iPhone, Android designated to user for company email via Active Sync or BES.-Utilize SharePoint as a content management system to share documents with groups.-Utilize Lync and Cisco Jabber as instant messenger to communicate internally within the companies.-Utilize Cisco Call Manager 10.5 to set up new phones and to administrate the VOIP system. Manage and maintain servers functionality for files on Windows 2003 and 2008 R2 servers, AD, BES, Microsoft Exchange 2010, and print server.-Monitor all servers health to ensure that they are optimized and running efficiently.-Utilize SCCM to manage devices, including packaging deployment, and Remote support.-Assisted remote users on Cisco AnyConnect to connect back onto the centralized office to utilize the resources.-Assisted the network team with setting up and configuring Cisco switch and routers to connect the remote offices for point-to-point connection back to the centralized office.--Utilize Symantec Backup Exec 2010 R3 to perform daily and weekly backups and swap out backup tapes weekly and store them for four weeks prior to getting reuse.-Installed SEPM onto multiple workstations, laptop, and servers to protect them from viruses, and malware.-Created images with Acronis, configured and joined workstations onto the domain to ensure that the users can access emails, network drives, and printers.-Applied all the necessary updates on servers, workstation, and laptops including installing all the necessary applications.-Resolve any network connectivity issues that the properties may have connecting back to the corporate office.-Perform all integrated and upgrade of pc hardware.-Worked as a team member for data migration to replicate data from old server to new server.-Administering active directory, resetting, unlocking, disabling user accounts.-Utilize Global Relay for email searching or Archiving.-Utilize ShareFile to send out large documents or sync and share files with other users or clients.-Administering EMC 2010 to create users mailbox, distribution list and managing permission on users mailbox.-Utilize AD to setup, disable users and create GPO or security groups.-Setup virtual machines on VMware vSphere 5.x to connect onto the HP MSA2040 SAN via ISCSI and V Motion and Palo Alto.Production Networks - New York, NY Project only on weekends 03/16/09 10/23/2015Desktop / Network Support Engineer-Assisted in troubleshooting management and user problems relating to Operating System issues (Win9x, NT, XP, Win 2000, and 2003), Network Connectivity, TCP/IP configuration, upgrades, MS Office products and Internet connectivity.-Supporting our clients via phone, email, remote login and/or on-site as necessary via pro-active and reactive visits.-Creating new users, configuring laptops, and setting up their desks/workstations.-Troubleshooting day-to-day technical issues and assisting with daily requests.-Working trouble tickets from creation all the way through resolution or escalation-Prompt and thorough documentation of all work via our ticketing system.-Documenting assets, configurations, passwords, processes, etc. and maintaining current and accurate documentation.-Help lead and prioritize the support teams workload.-Suggest and organize team-building activities.-Monitor team performance and report on metrics.-Act as resource to the rest of the team for rapid decisions and direction.-Help to coordinate escalations.-Discover training needs and provide coaching.-Listen to team members feedback and resolve any issues or conflicts.-Help identify areas where Standard Operating Procedures (SOPs) don't exist or need further work and help improve those processes.-Participate in efforts to drive the improvement of First Response Group performance with respect to service levels and support activities (e.g., manage dashboards, SLAs, KPIs. risks/issues)-Performed upgrades, installation of software and drivers and essential desktop |
