Summary
Overview
Work History
Education
Skills
Hardware
Certification
Timeline
Generic

Geoffrey Lawrence

Far Rockaway,NY

Summary

People oriented Senior IT Professional with an extensive history of delivering process based solutions to existing problems and proactively assessing existing processes to prevent future problems.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Senior Engineer - AV

Ares Management, LLC
08.2022 - Current
  • Conference Room installation and support – Successfully led project to buildout 33 conference rooms in new 4 office locations
  • Maintain Zoom Rooms in conference rooms across US, Asia, and UK
  • Provided support to 1500+ user base using Zoom client on PC environment, supporting remote video conferencing in hybrid Work From Home environment
  • Spearheaded emergency remediation in Boardroom level Conference Rooms, ensuring continued availability of Conference Rooms during hardware migration projects.
  • Provide L3 escalation support to Service Desk team for all AV related client concerns.
  • Manage user access to Zoom users, providing and removing recording access in compliance with SEC requirements in a Financial Services environment
  • Led project to standardize firmware of AV equipment, coordinating with external vendors to provide additional support as needed.
  • Led initiative to train global Service Desk Team to provide basic L1/L2 support to firmwide conference room environment

Service Desk Associate

Ares Management LLC
04.2017 - 08.2022
  • Support local user base of 300, as well as global user base of 800 in fast paced Investment environment using Windows 10.
  • Performed software deployments on demand using SCCM to end users.
  • During Covid19 response coordinated hardware deployment to US users enabling full work from home capabilities, providing full support to user community using remote work from home model.
  • Migrated users from Avaya to Cisco phone service, programming Cisco phones for users using Akkadian.
  • Migrated users from Windows 7 to Windows 10 using SCCM and Side by Side strategy to ensure no loss of data to users.
  • Supported both corporate cell phone and BYOD cell phones using AIrwatch MDM and OKTA MFA.
  • Coordinated EWaste of all NYC office equipment, ensuring data destruction and full documentation of chain of custody.

IT – Infrastructure Department

Lord, Abbett & Co., LLC
12.2004 - 04.2017
  • Supported user base of 800 in a high pressure Investment Management environment in a Windows XP/Windows 7, Exchange 5.5 – Exchange 2000-2k10 Active Directory environment, coordinating response to both telephone and email service requests.
  • Administered Active Directory and Exchange accounts in Windows XP, Exchange 5.5 – Exchange 2000/2003 Active Directory environment.
  • Administered Active Directory and Exchange security and distribution groups in Windows XP/Windows 7 (Desktop) and Windows Server 2003 Server environment.
  • Coordinated Service Desk response teams for clients in Legal, Investment, Operations, Finance, and Technology Departments, providing single Point Of Contact service.
  • Performed outstanding first call troubleshooting and resolution using remote access tools such as Goverlan and DameWare NT Utilities to resolve over 70% of problem calls on the initial call.
  • Coordinated onboarding of new hires including hardware and software procurement and configuration.
  • Coordinated allocation of loaner equipment as needed for VIP staff.
  • Coordinated and performed personal follow-ups with Priority 1 clients, resulting in improved relations between client base and Technology staff.
  • Maintained firm wide Approved Software List and coordinated the acquisition of approvals for software exceptions.
  • Responsible for development and documentation of Service Desk procedures, as well as maintenance of team documentation.
  • Responsible for team SLA measurement and incident escalation to development teams as needed.
  • Produced monthly Technology Metrics reports for presentation at Senior Management meetings covering system performance, Scheduled Job performance, Night Cycle performance, Change Control status and Desktop Support SLA measurements.
  • Administered Service Desk Express (Formerly Support Magic) v.8-9x, performing database administration services, applying updates and patches, creating and customizing application forms, and generating daily management level reports through Crystal Reports v.9-10x.
  • Coordinated Vendor Hardware Support with four hour Service Level Agreement.
  • Communicated weekly and emergency service advisories to user community.
  • Managed scheduled batch jobs using Control/M and Tidal software, communicating failed jobs to development teams and running ad-hoc jobs.
  • Responsible for running of Command Center first shift Operations including Offsiting and reloading of daily / monthly backup tapes using HP Data Protector and Symantec Netbackup
  • Perform daily scheduled tests of critical systems

Education

Skills

  • Excellent verbal and written communication skills
  • Work Prioritization
  • Proposal Development
  • Team Leadership
  • Attention to Detail

Hardware

Extensive PC Hardware background. Worked on all major manufacturers systems, as well as systems built to custom specification. Skilled in configuration of internal/external storage devices, usb peripherals, scanners, printers, and LAN/WLAN network connectivity. Skilled in deployment and maintenance of AV Conference Room hardware such as Poly Studio xXX Soundbar devices, DTEN all in one touchscreen devices, and Integrated room designs utilizing Poly G7500 Codecs with QSYS Core DSP audio devices running the Zoom Rooms platform

Certification

  • Certified CompTIA A+
  • Microsoft Certified Professional
  • MCTS Windows 7 Configuration

Timeline

Senior Engineer - AV

Ares Management, LLC
08.2022 - Current

Service Desk Associate

Ares Management LLC
04.2017 - 08.2022

IT – Infrastructure Department

Lord, Abbett & Co., LLC
12.2004 - 04.2017

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Geoffrey Lawrence