Aws Experience
I am a Technical Solutions Architect with extensive experience in Cloud Computing and Technical Strategy. I am skilled in Cloud Migration and proficient in Problem Solving, A+, Network + MCP, LAN Administration, Desktop Hardware/Software Configuration, and various operating systems including Windows, Red Hat Linux, Ubuntu, and MacOS.
I am well-versed in internet technologies such as Microsoft Office 365, and have advanced knowledge of AWS services such as S3, Document DB, DynamoDB, Aurora, Redshift, Quick Sight, Neptune DB, SQS, SNS, Lambda, Cognito, Docker, Kubernetes, CI/CD EBS, S3, VPC, IAM, SQS, RDS, Lambda, Cloud Watch, Storage Gateway, Terraform Cloudformation, and API Gateway.
In addition, I have expertise in security protocols including OAuth 2.0, SAML 2.0, Multi-Factor Authentication, SSO, and related application security standards.
With excellent communication skills in English, French, and Creole, I am adept at Time Management, Organization, and Teamwork. I am flexible and eager to learn, with a strong understanding of Business Acumen.
HANOVER INSURANCE GROUP
IT SUPPORT SPECIALIST
Provide end-user support across hardware, software, and network systems, resolving technical issues via phone, email, and remote tools to ensure minimal downtime and optimal productivity.
Streamline onboarding/offboarding processes using automation tools Intune Entra and standardized workflows.
Maintain and monitor infrastructure, ensuring system uptime and performance.
Collaborate with cross-functional teams to implement IT solutions that improve operational efficiency.
Document technical procedures and create user-friendly guides for internal teams.
Led a team of 7 desktop support technicians across multiple sites, improving first-call resolution rates by 25% through targeted training and SOP refinement.
UHG,MA
Information Technology Desktop Support Engineer
- Troubleshot hardware and software issues using the HP Service Manager Ticketing system; kept tickets and tasks updated with new information, troubleshooting steps and current status updates, Microsoft 365 Support , deploying packaging via SCCM and Intune
• Added end-users to the domain in Active Directory, Troubleshooting Email delivery and client connectivity, message tracking, Security policy configuration in Defender ATP, email search and purge
• Perform ongoing performance tuning, hardware/OS upgrades, and resource optimization
• Support Authentication & Authorization for custom built application
• Support Windows servers deployed On-Prem, in AWS
• Support application development teams throughout project lifecycles.
• Develop and deploy automation tools to optimize daily activities
• Directed desktop support operations across multiple locations, ensuring SLA compliance and high customer satisfaction.
• Mentored junior technicians and created a knowledge base that reduced repeat tickets by 80%.
Umass University Hospital MA
Desktop Support
- Imaged laptops and desktops, adding them to the correct domain and organizational units
- Carried out computer migrations from Window XP to Window 7
- Applied the Remedy ticketing system in troubleshooting and updating tickets with timeliness and attention to detail
- Configured, modified and installed software, facilitating software revisions to stay up-to-date as well
Amgen,RI
- Control a weekly inventory of desktops, laptops and peripherals using SharePoint
- Manage the biweekly disposal of old equipment in large bin on pallets, handling documentation and pallet jack usage
- Oversee current computer status and update information in asset database
- Break-fix, repair and replace desktop and laptop hardware
- Troubleshoot and resolve software applications including error codes and messages
- Partner with colleagues via Skype for Business, Polycom headsets and Microsoft Outlook
- Install updates to Polycom BTOE, Skype Lync including sign-ins for Polycom phones and computers
- Use Service Now daily to document workflows, updating tickets tasks and requests as needed
- Image HP, Dell and Lenovo desktops and laptops, along with Microsoft Surface Pros, with Windows 7 and 10
- Quarantine laptops, desktops and backup data in network drives and within an Aegis padlock external drive
- Install and configure headsets, pairing through phones and computers
- Install computer setups including monitors, mouse, keyboard, dock, power supply, surge protector and combination lock
- Ensure smooth operations across 56 conference rooms, performing AV room checks to ensure each room includes phones, flat panel TVs and projectors that operate in a functional manner
CVS HEALTH,RI
Desktop support Engineer, Windows 7 Technician
- Delivered technical support face to face and via phone, email, Dame Ware, Go-to Assist, and WebEx
- Verified account status and password resets in Active Directory and through intranet web portal sites
- Used Windows server 2012r2, Hyper-V, VMware workstation, IEXI7 and vSphere
- Troubleshot hardware and software issues using the HP Service Manager Ticketing system; kept tickets and tasks updated with new information, troubleshooting steps and current status updates
CVS HEALTH,RI
Wndow 7 Technician
· Imaged and deployed HP, Dell and Lenovo desktops and laptops
· Handled data storage and back-up using user state migration, loading data on newly-imaged PCs
· Added end-users to the domain in Active Directory
· Installed and configured requested software and hardware applications; troubleshot software incompatibilities between Windows XP and 7
· Delivered all-encompassing technical support face to face and through phone, email and remote support tools
· Verified account status and password resets in Active Directory and through intranet-related web portal sites Documented and updated tickets each day through the HP Service Manager ticketing system
Desktop Support Specialist, Window 10 IS Support
Education
Associate’s Degree, Computer Science, New York Technical College
Aws Certified Security Specialty (AWS) Validation Numbe 4387203a56594a0fb1871c48c717a2d2
Certified Solution Architect (AWS) Validation Number L6F5GZ3B1E1E17W5
JP Morgan Chase NYC
Desktop Support
- Established workstations and set up laptops for new hires, offering training and support as needed
- Functioned as the managing administrator account for UNIX based MacOS x Lion, Leopard
- Configured Microsoft Outlook 2007 and 2010 accounts for new users
- Deployed Zero Touch or Lite Touch Windows 7 images using WDS and SCCM
- Resolved basic networking issues such as renewing and releasing IP addresses, among other items of importance
- Facilitated new user setup e.g. home drive creation and LAN ID/Exchange account setup
- Ensured proper group membership so users were granted the correct access to necessary data Performed technology refreshes on PCs and laptop
- set up network and mainframe printers, troubleshooting printer and desktop software/hardware concerns
- Responded to tickets in a timely manner using Lotus Notes and Remedy, closing each and filling out forms documenting both completed work and parts ordered
Yale New Haven Hospital,CT
Technical support
- Installed physical and cable lock on user machines; also backed up software on user machines and verified that a successful backup occurred
- Installed PGP encryption software e.g. Guardian Edge HER/EMR, BlackBerry and iPhone
- Handled Proxy configuration, private IP and two-way authentications
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St Vincent Hospital CT
IT Technical Support
- Installed encryption software and EPIC, swiftly resolving tickets via Remedy
- Remoted into the user machine using Citrix to resolve concerns via phone, imaging laptop and desktop
- Deployed and managed over 400 Apple computers running Mac OS X Leopard/Snow Leopard
Projects
Professional Skills
Senior Web Developer specializing in front end development. Experienced with all stages of the development cycle for dynamic web projects. Well-versed in numerous programming languages including JavaScript, SQL, and C. Stng background in project management and customer relations.