IT & Field Service Specialist
IT professional with 15+ years resolving hardware, software, and network issues across enterprise, clinical, and retail environments — including phone-based helpdesk, onsite field service, and enterprise deployment. CompTIA A+ certified with a consistent track record of first-call resolution and calm, precise support under pressure.
Phone-based and remote desktop support for Windows 10/11, Active Directory, MS Office 365, and VPN — with consistent first-call resolution across enterprise and clinical environments.
Configuration and deployment of Cisco Meraki switches, access points, Palo Alto GlobalProtect firewalls, and VLAN infrastructure — across 20+ enterprise office and retail site builds.
On-site installation, calibration, and troubleshooting of enterprise hardware — POS systems, clinical diagnostic imaging equipment, and full office infrastructure — across the East Coast.
JAMF administration for Mac fleet management, MDM provisioning, policy enforcement, and device imaging across multi-OS enterprise environments using Intune and Active Directory.
Delivered enterprise IT field support across 50+ client sites — law firms, retail chains, and data centers — achieving 95%+ first-contact resolution and eliminating escalations while managing full SLA compliance.
Reduced scanner downtime across high-volume clinical labs by installing and calibrating Philips Ultrafast and SG300 diagnostic imaging systems — traveling extensively across NY, NJ, CT, PA, MD, and VA.
Provided JIRA-based helpdesk support and JAMF Mac fleet administration for a fast-paced financial district office — managing hardware, access control, and infrastructure refreshes across a multi-OS environment.
Resolved 25+ desktop, laptop, and printer issues weekly across corporate, business, and residential client sites — managing up to 200 miles of daily travel with full administrative accountability.
Performed 100+ hardware and software repairs per week while supervising a 7-person service team — training 20+ technicians and managing high-volume customer escalations in English and Spanish.
Completed 200+ hours of hands-on technical training covering networking, hardware, software, security, server infrastructure, virtualization, and mobile devices. Certified July 2008.
General Educational Development diploma completed October 2006 at the Equal Opportunity Center, Bronx, NY.