(Sr. Desktop Engineer) Supervisor of Technical Services, Foot Locker Inc.

Supervising Sites: New York, Toronto, Pennsylvania

New York, New York, April 2014 - Present

Objective – Update Foot Locker’s technology to current standards; train, manage, restructure I.T. staff and provide end-user support. Own desktop admin and engineering responsibilities for my supervising sites

Actions

·         Lead large team of desktop technicians by providing detailed procedures on all new I.S. initiatives and utilization of best practices effectively using ITIL methodology

·         PC and Mac engineering duties on both platforms - GPO and A.D. Management, Windows server 08/12 support & maintenance, software packaging & deployment, handle all 2^nd 3rd tier escalations, project management,

·         Review and structure desktop team training and documentation based on ticketing metrics to eliminate continuous technological inefficiencies consistently surpassing SLA’s

·         Plan, implement, and manage key I.T. projects globally for Foot Locker Inc. while working in conjunction with global counterparts to document detailed reports. Projects Include:

o   Windows 10 migration | Jamf integration - CCT & CCA trained | Team Viewer rollout| Digital Guardian (DLP) | Bitlocker and Winmagic Encryption integration| Software, Hardware, Mobile – upgrades & deployment | Office relocation and buildout | New hire onboarding & exiting procedure | Create end user and peer training documents

·         Provide white glove deskside technical support for C-Level Executives

·         Plan, implement, and host global video conferences – maintain & manage 2.3-million-dollar video conference equipment

·         Photograph special cooperate events and concerts

Senior I.S. Specialist, Kohl’s Department Stores

New York, New York, January 2010 - April 2014

Objective – Created innovative solutions to provide optimal customer support, cut costs, and acquire new technology

Actions

·         Lead a team of desktop technicians and consultants; together the team improved processes to guarantee and improve SLA’s by 30%

·         Provided desktop support for Mac and PC at 2^nd and 3^rd tiers globally through Remedy and Service Now ticketing systems, covering an average of two hundred users locally and two thousand globally

·         Developed new relationships with vendors to expand business opportunities and procure new equipment within planned budget

·         Successfully acquired new concepts from end users and lead the search for new software and technology for New York and Santa Monica design offices

·         Created documentation, best practices, and training guides in addition to implementing procedures for desktop technicians and end users; planned project outlines and provided weekly technical updates to senior management

·         Identified team weaknesses and provided recommendations to improve team’s knowledge and customer service

·         Planned projects and worked cross-functionally with I.S. Milwaukee on implementation to complete essential projects. Projects include:

o   Office Relocation and Multi-Floor Expansions | Windows 7 Migration | Complete Upgrade of Kohl’s N.Y. Equipment | Office Wireless Network | Computer Refresh and Upgrades | Server Upgrades

Desktop Support Specialist, Kohl’s Department Stores

New York, New York, October 2008 - January 2010

·         Worked as 1^st tier support technician at Kohl’s satellite office, covering over two hundred users locally and two thousand globally through Remedy

·         Managed assets, setup, support, and deployment for:

o   Mobile Devices | Mac and Windows Desktop Laptops | VOIP Phones | Video Conferencing

·         Utilized Active Directory, Hyena, VMware, and Telecom

·         Supported C-Level Executives, celebrities, and end users; traveled with C-Level Executives to setup and facilitate key acquisition meetings for Kohl’s

Barr Team Lead, StayinFront Inc.

Fairfield, New Jersey, February 2007 - October 2008

·         Provided technical support for four hundred field users

·         Supervised and supported software releases to field representatives

·         Facilitator for Barr representatives onsite training through the utilization of StayinFront’s proprietary software

·         Created SQL queries for the team to ensure quick reports

Desktop Support Technician, Waldwick School District

Waldwick, New Jersey, April 2006 - February 2007

·         Provided technical support for four schools and three hundred active users, including the Board of Education

·         Maintained and regulated all of Waldwick School District’s software and technical equipment

 Jamf (Casper) CCT and CCA, Comptia A+, ITIL cert in progress

Software:

System Management: Active Directory, Hyena, Jamf (Casper), ivanti aka LanDesk, SCCM, WDS, Powershell

OS: All Mac OS, All Windows OS, Windows Server 08, 12

Video Conferencing: Blue Jeans, Skype for Business

Email: Lotus Notes, Outlook, Google Suite

Encryption: Winmagic, Bitlocker, Wave, Digital Guardian

Ticketing Systems: ITSM, Service Now

Photo Editing: Lightroom, Photoshop

Hardware:

Systems: Mac and PC Laptops & Desktops

Communication: Polycom, Crestron, VOIP Phones

Network: Cisco Servers, Switches, Patch Panels

Mobile: All Handheld devices

Printers: Xerox, Ricoh, Epson, HP

Plotters: HP, Mimaki

Cameras: DSLR, Mirrorless