Hybrid Digital Workspace Management: Administer the organization's cloud-based desktop-as-a-service (DaaS) infrastructure via the Omnissa Horizon Cloud Service, focusing on robust connectivity, seamless user access, and centralized policy enforcement across the hybrid VDI environment.

Core VDI Infrastructure & Performance: Expertly manage and optimize the on-premises VMware Horizon and underlying vSphere environment, focusing on host pool optimization, instant clone deployment, and image lifecycle management for high-performance virtual desktops.

DaaS and Cloud PC Administration: Manage the operational readiness of the Windows 365 Cloud PC platform, including configuring user provisioning, license allocation, and maintaining the Azure Network Connection (ANC) to ensure seamless cloud-to-on-premises resource access.

Identity and Access Configuration: Configure and manage Active Directory (AD) components, including critical Security Group structures and the application of complex Group Policy Objects (GPOs) to govern security, access, and configuration for all VDI users.

User Profile Administration: Manage the organization's user experience layer, specifically administering FSLogix Profiles for both VDI and Cloud PC environments to ensure rapid logon times and persistent user data across non-persistent desktop pools.

Tier 3 Troubleshooting & Critical Incident Support: Serve as the primary technical escalation point for all Severity 1 (Sev 1) VDI and EUC-related incidents, providing Tier 3 expert-level diagnosis and resolution and collaborating with network, storage, and security teams during critical outages.

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Helped with transition to a service-now ticketing system, streamlining IT issue tracking and resolution, resulting in improvement in first-call resolution rate.

Mentored and trained junior IT staff on service desk procedures and best practices, fostering a culture of continuous learning and improvement.

Oversaw Windows patch updates across all sites using Ivanti Endpoint Security.

Managed escalation procedures from the telephone help desk.

Coordinated the onboarding process for all new employees at the New York site, which encompassed account creation, policy management, and equipment inventory tracking.

Authored and tested PowerShell scripts for package deployment in the PDQ and Tanium environment.

Directed a team in transitioning our infrastructure from an MDT environment to a dedicated 365/Intune platform.

Configured Linux terminals to interface with VMWare Horizon servers, facilitating a VDI environment for call center operations. Tasks included image and Igel terminal setup, initial software installation, and peripheral configuration.

Utilized the Igel UMS console for Linux system updates and security patching.

Repurposed end-of-life computers into Linux terminals for end-users, including virtualizing the old PCs and setting up remote clients on Linux platforms.

Crafted and updated installation, configuration, and operational procedures.

Acted as the primary support contact for employees at AVP level and above, specifically addressing the immediate needs of C-Level employees.

Served as the primary technical liaison for vendor support, coordinating with companies such as Dell, BluZone, CDW, and Microsoft.

Utilized Google Admin console to establish accounts for Chromebooks and enrolled them into our MDM system.

Initiated Dell Premier orders to maintain inventory levels as required.

• Worked with the Field Services Engineering with to help support users returning to the office from COVID.

• Worked with an outsourced facilities company to set up 100 new desks constructed on a technological scope.

• Assisted any walk-up to the Field Services Engineering offices.

• Used service now ticketing system to complete tasks, resolve incidents, and update inventory.

• Was in charge of the “Estee Lauder Presidential Inter Program”, and it involved the imaging of over 200 Dell laptops, adding them to our inventory system, profiling the machines per user, and shipping them the Manhattan where my team lead the orientation for all interns.

• Working with other teams to resolve issues out of our scope.

• Replacing all windows 7 machines with refreshed windows 10 machines on the production warehouse floor.

• Working with desktop engineering setting up all-new AIO machines on the production warehouse floor on certain machines.