• Provide on-site and remote IT support to employees across the USA and Canada, ensuring efficient workplace technology assistance.

•  Maintain SLAs, achieving an average Time to First Response (TTFR) of 5 minutes and Time to Resolution (TTR) under 2 hours.

• Manage onboarding and offboarding processes, ensuring tasks are completed on time and in compliance with company policies.

• Worked to gather Window laptop Hashes for Intune autopilot ensuring MDM connection. 

• Support Level 2 Atlassian issues, including project workflows, field configurations, automation setups, and Confluence space management.

• Contributed to the global help desk consolidation project, merging regional support systems into a single Jira Service Management project.

• Built Jira Service Management automations for onboarding and offboarding, improving tracking and prioritization of critical tasks.

• Created and maintained IT knowledge base articles in Confluence and Google Drive to support documentation and knowledge sharing.

• Managed SaaS applications, including Microsoft 365, Slack, Google Workspace, Azure AD, and Jira.

• Oversaw IT asset inventory for USA and Canada using SnipIT, Jamf, and Intune.

• Partnered with vendors to responsibly recycle outdated IT equipment, including laptops, cell phones, and accessories.

• Sourced vendor quotes and facilitated procurement requests for ELT approvals.

• Submitted and implemented change requests to improve IT workflows and enhance the user experience. 

• Provided technical support for executive leadership events, managing virtual meeting equipment and ensuring seamless operations.

• Mentored IT engineers through Professional Development Plans (PDPs), fostering skill development and performance growth.

• Conducted interviews for IT Support Engineer candidates for Canadian locations, evaluating their technical skills and suitability for the role.

• Collaborated with the team to migrate Asana projects to Jira, including setting up automation, workflows, and fields, as well as importing Asana data to ensure a smooth transition.

All projects completed for a shared services district while working for Bergen County schools and shared services as a level II. 

• Installed Meraki Network Switches to implement Vlans and Subnets

• Implement and build Jamf Pro Cloud instance for school

• Install Verkada AC41 door control system to replace old door system. 

• Ordered new Chromebooks for students 

• Ordered new MacBooks for Staff

• Implememnt Go Guardian Admin for cloud content filtering for student Chromebook's

• Worked with team to implement Genesis SIS

• Implementred interfaces for Genesis SIS to talk to school used applications 

• Ran new Cat 6 Cable for Admin copier

• Bought new all in one PCs for C level employees

• Set up network for new Annex building for C level emplyees

• Managed vendor to come out and cable Annex for VoIP phones and Security cameras

• Reviewed all student/Staff accounts and disabled any account not needed anymore

• Cleaned up Google Admin console accounts and groups

• Implemented HmH ED program for students with SIS

• Setup and linked LinkiT with SIS

• Discarded any old technology not needed. 

• Set up partnership with school and E-Rate consultants. 

• Put out to bid for category 1 E-Rate services and upgraded schools ISP link from 300MBPS to 1GBPS

• Put out to bid for category 2 E-Rate services and bought new Meraki, Fortigate, and APC equitment for network infrastructure.

• Replaced old sonicwall with new Fortigate. 

• Coordinated vendor to migrate VoIP Phone server to VM. 

• Upgraded old Shoretel phones to new Mitel phones. 

• Launched new district website. 

• Made sure all IP Printers in district were on correct subnet. 

• Wrote 3 year technology plan for district. 

• Updated Confluence page's out of date info with correct info.

• Coordinated with vendor to install Verkada AC 41 door control system

• Set up new Jamf Pro Cloud instance for Macbook and iPad management

• Ordered new technology for Shared Services district

• Set up new MacBooks for middle school students

• Implemented Jamf Connect for login with Microsoft Azure for Domain Login on Macs

• Implemented managed print services with vendors for automatic toner ordering and printer maintenance

• Configured and Installed new Cisco POE Switch for district security cameras

• Added new 1GB fiber line to district for better internet connectivity and performance 

• Implemented Jamf Protect for MacBook antivirus needs. 

• Implemented Sophos EDR for Windows antivirus needs

• Configured and Installed Meraki MR44s for better wifi coverage and preformence

• Configured and Installed new MDF POE Cisco switches

• Added keypad to door access control for better physical security

• Implemented simulated phishing emails 

• Implemented staff cyber security training

• Setup and enroll new Chromebook's for district 

• set up testing sessions for New Jersey state testing

• Put out to bid for E-Rate services. 

• Applied for Cyber Security State grant