Gabrielle Polinaire

• Connect with internal Service Desk at Exelon to obtain a supply of 150 Panasonic Toughbook units to configure and deploy for gas supervisors, foreman, & mechanics for their PC Refresh.
• SME for roughly 20 PECO Applications that involve gas distribution control system non-SCADA.
• Manage group of contractors under SPP affiliation. Direct & instruct on how to perform daily monitoring, password changes & system environmental changes. Assign tasks and assignments to \group and setup daily calls to monitor their progress.
• Make sure to mentor and coach contractors to better facilitate productivity.
• Work on multiple AEFs simultaneously, keeping up with vendor support and contracts required by Third Party Security, IT Security, Supply, and Architecture Engagement teams
• Performed system analysis, documentation, testing, implementation, and user support for gas distribution systems that are non-SCADA.
• Conduct database upgrades/migrations by working with vendor and business to provide SOW with vendors and business.
• Recreate Disaster Recovery Documentation and be the sole owner of coordinating and executing mock DR Drills.
• Resolved daily malfunctions within Real Time environment with systems and programs through troubleshooting.
• Resolved or escalated problem tickets to resolve user issues.
• Migrate legacy systems from desktop environment to Citrix to adhere to Exelon Security Policy.
• Assist with multiple Data Center Consolidation (DCC) plus server migrations to one location
• Conducted regular system audits to ensure compliance with security protocols and best practices
• Created detailed documentation for both internal reference and client-facing presentations, improving communication between stakeholders
• Evaluated current systems and recommended improvements, ensuring optimal performance levels were maintained
• Managed multiple projects simultaneously, consistently meeting deadlines and budget constraints

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks for 26 sites.
• Maintained office PCs, networks and mobile devices numbering well over 100.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
• Managed system-wide operating system and software deployments as well as related software upgrade problems.
• Work in a variety of different locations and environments to setup 4 network and cloud devices per 26 sites.
• Delivered high-quality field services, ensuring all projects were completed on time and within budget constraints.
• Enhanced client satisfaction by providing timely and accurate technical support for complex issues.
• Interacted effectively with site engineering team and field staff to coordinate work that complied with design documents.

• Works on extremely complex DICOM/PACS Servers used for Ultrasound machines to stay in compliance with SOX and HIPPA.
• Resolve various support requests including Windows OS, Office, eClinicalWorks, printing, Citrix and Laboratory Software/Equipment
• Takes part in projects as assigned which include new Care Center onboarding or PC Migration Deployment during COVID-19 pandemic assigned to all Axia employees and providers
• Meet with ISP and cable providers to install backboards for installation, cabling, and port activation
• Troubleshot and diagnosed problems to accurately resolve wide range of technical issues
• Troubleshoot ultrasound machines and DICOM servers attached to restore connectivity
• Completed inventory counts and organized supplies.
• Participated in team projects, demonstrating ability to work collaboratively and effectively
• Cultivated interpersonal skills by building positive relationships with others
• Skilled at working independently and collaboratively in a team environment
• Delivered services to customer locations within specific timeframes in different locations each time.
• Proved successful working within tight deadlines and a fast-paced environment
• Worked flexible hours across night, weekend, and holiday shifts

• Conducted daily system monitoring, verifying security, integrity and availability of hardware, server resources, applications and key processes.
• Managed system-wide operating system and software deployments as well as related software upgrade problems.
• Answered and triaged requests for assistance in order to provide top-notch support.
• Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
• Setup/configure servers used for primary networking infrastructure throughout the bankruptcy court. In addition, racking the new systems along with removing old assets
• Develop documentation/procedures and a systematic upgrade/repair of laptops and desktops used by all court personnel for take home use and in court use.
• Assist inventory with CO locate assets & create alternate database for IT quick reference.
• Assist chambers staff and Federal Court Judges with courtroom issues. Maintain attorney CM/ECF accounts with the District of Delaware lockout status, password recovery, and case filing notices.

• Setup/configure servers used for primary networking infrastructure throughout District of Delaware for Federal Bankruptcy Court
• Rack new servers along with removing old assets
• Develop documentation/procedures and systematic upgrade/repair of laptops and desktops used by all court 55+ personnel for remote access and in court use from Windows 7 to 10
• Assist inventory with CO locate assets & create alternate database for IT quick reference
• Assisted 6 Federal Court Judges and their 24 chambers staff with courtroom malfunctions during proceedings
• Maintain attorney CM/ECF accounts with District of Delaware lockout status, password recovery, and case filing notices
• Implemented, configured and optimized safety standards protecting court personnel information while working remotely
• Assisted Senior Systems Administrator in developing specialized fixtures, test equipment and procedures for failure analysis.
• Assisted in migrating critical infrastructure to cloud-based solutions, reducing overhead costs while increasing scalability and performance capabilities
• Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems
• Streamlined IT support processes, resulting in increased productivity within department
• Supported roll-out of company-wide digital transformation initiatives through effective change management strategies. Ex. Laptop Refresh Project for USBC
• Enhanced user experience for government officials with thorough troubleshooting and resolution of hardware and software problems

• Provide on-call 24/7 technical support to troubleshoot and wide variety of issue
• Supported all of Glasgow campus of 7 100,000+ sq ft
• Buildings
• Work on computer hardware, network and NOC tickets, SIEMENS lab equipment, PCs, notebooks, printers, smartphones and servers of 2,000+ users in lab environment.
• Replace and upgrade Siemens Lab Reagent machines from Windows 7 to Windows 10 during Windows Migration Project
• Document, maintain, upgrade or replace hardware and software systems in corporate environment using Active Directory and SQL
• Increased training and documentation for entire site of Glasgow, DE for other technicians to follow.
• Coordinated logistics for large-scale deployments, minimizing delays while maximizing efficiency during installation processes
• Established rapport with clients by maintaining open lines of communication and addressing concerns promptly and professionally
• Enhanced client satisfaction by providing timely and accurate technical support for complex issues
• Performed root cause analysis on equipment failures, identifying areas for improvement and reducing repeat incidents
• Determined root cause and provided corrective action to prevent future failures through investigation and analysis
• Served as liaison between site engineering team and field to coordinate work in accordance with design and construction documents

• Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
• Created service level agreement for IT operational functions and help desk operations.
• Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
• Collaborated with fellow engineers to evaluate software and hardware interfaces.
• Create online applications and database for students and staff members to access and log in.
• Redesign and work with web developer to create better website environment for parents and students
• Planned and developed interfaces that simplified overall management and offered ease of use.
• Recommended and installed upgrades and helped businesses to plan for technology to match growth.

• Communicate directing with Plant Manager and Director of IT to facilitate work order requests for the plant.

• Performed maintenance of computers & massive production printers.

• Complete inventory and asset management of the plant's IT computer closet

• Develop policies and procedures of crucial IT responsibilities performed throughout the plant

• Achieved project deadlines by coordinating with contractors to manage performance.
• Met project deadlines without sacrificing build quality or workplace safety.
• Implemented, developed and tested installation and update of file servers, print servers and application servers.
• Performed network security design and integration duties.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.
• Diagnosed and resolved hardware and software issues.
• Installed and configured network printers and other peripheral devices.
• Researched and recommended new technologies and strategies for improving system performance.
• Analyzed complex project server issues and worked on large enterprise and business-critical applications.

• Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and client machines.
• Managed high levels of call flow and responded to 45-50 technical support calls day.
• Used ticketing systems to manage and process support actions and requests.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Provide on-call technical support to troubleshoot and wide variety of issue including but not limited to computer hardware, biometrics, PCs, notebooks, printers, ERP and CRM software.
• Maintain network security, User account creation/administration. Assist network operations in maintain network connectivity.
• Provide training and documentation for AlliedBarton Security Services standard and custom application

• Install software and network configurations for 50+ integrated displays in each residence hall
• Used Networking Administrative Rights to grant permissions to users
• Repair hardware, update and image hard drives of 70+ Residence Hall Directors and Student Assistants
• Sole individual for maintenance and implementation of websites and pages with division of Campus Residences
• Installed and provided technical support for equipment.
• Conducted site visits to offer technical support and assistance.
• Provided on-site and remote technical support to users.
• Delivered onsite technical support for 13,500 employees

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Assisted customers with wide-range of networking, application, and hardware issues in 15 minute repair counter.
• Escalated tickets to tier 2 support if problems occurred that required more time to look into.
• Answered phone calls as well when faculty, staff, and students were not at repair window very frequently.
• Imaging and doing basic hardware repairs while assisting clients over the phone.
• Delegate more cloud space for users based on access levels and administration.
• Investigated and resolved customer inquiries and complaints quickly.