Infrastructure Engineer, Arbor Realty Trust

October 2023 - Present, New York, NY

Desktop Support Engineer, Lazard 

November 2022 - October 2023, New York, NY

• Providing on-site and remote support for hardware and software issues, performing Airwatch mobile device enrollment, printer maintenance, physical workstation setups, and equipment transportation between sites.

• Building out Dell and Microsoft machines via SCCM, installing plug-and-play switches, and whitelisting MAC addresses of docking stations for machine buildouts.

• Utilizing PowerShell scripts to gather machine information, perform automated remote support, and decommission physical and virtual machines.

• Configuring virtual machines (VMWare, AWS), performing workspace conversions in migration from VMWare to AWS, and configuring Wyse Thin Clients for on-site connection to virtual machines.

• Project work: technology refresh of roughly 500 users, working with AT&T technicians to update cellular antennas throughout the office, unplugging workstations and printer equipment during circuit breaker replacement.

Desktop Support Technician, Cartier 

June 2022 - November 2022, New York, NY

• Dedicated support person for all of Cartier providing hands-on, white-glove VIP support to executives, directors, and managers in a timely and sophisticated manner.

• Designated SPOC for North America in the firm’s global migration to Microsoft Intune, responsible for escalating to the global team in Geneva, testing for any points of failure during rollout, and communicating with other regional SPOCs in a Hypercare channel.

• Creating and managing user accounts, groups, and computer OUs in Active Directory, and performing certificate renewals, group policy updates, requesting access and permissions, and password resets.

• Supporting LAN network functions and working with the Infrastructure team to support changes related to port configuration, troubleshooting, and office connectivity requirements.

• Imaging and deploying Windows computers using Microsoft SCCM and Mac computers with Jamf, executing hard drive replacements, software installations, device repairs and upgrades, equipment maintenance, and hardware decommissioning.

Help Desk Lead, Middlebury College

July 2020 - May 2022, Middlebury, VT

• Continued fulfillment of Help Desk Analyst responsibilities while also managing new consultants' interviewing, hiring, training, development, and supervision.

• Managed shifts, schedules, and time clocking of 20 Help Desk Analysts through Humanity and Oracle HCM.

• Audited ticket creation quality and used inaccurate ticket creation as a learning opportunity.

Help Desk Analyst, Middlebury College

October 2019 - July 2020, Middlebury, VT

• Performed troubleshooting for hardware, software, and authentication issues for clients via call center, Zoom, email, and in-person consultation.

• Maintained computer labs around campus, deployed peripherals and accessories to faculty and staff, and stocked campus printers with paper and toner.

• Created, sorted, and updated service request tickets with fast-paced turnaround times, the details of reported IT service issues and service requests, and worked to either restore service as quickly as possible or escalate issues to specialist support groups

B.A., Middlebury College

Class of 2022

Political Science, Film & Media Culture

Honors

• Posse Foundation Leadership Scholar

• SGA Senior Senator

• ITS Special Recognition Award