Guy Dupoux

Serve as the senior on-site technical authority, delivering rapid, high-impact resolution for complex incidents that exceed standard Tier I and Tier II support boundaries. Provide Tier III coordination, decisive incident ownership, and clear escalation management to restore services quickly and minimize operational disruption.
Core Responsibilities
• Deliver white-glove technical support for VIPs and executive leadership, including priority troubleshooting, conference-room and A/V readiness, rapid response, discretion, proactive communications, and end-to-end follow-through in compliance with ServiceNow ticketing requirements.
• Provide authorized escort and incident coordination while partnering with Facilities and Security to manage site access, secure-area support, after-hours requirements, and time-sensitive operational needs.
• Execute hands-on deskside support for break/fix incidents, endpoint deployments, hardware replacements, peripheral configuration, and complex issues that cannot be resolved remotely.
• Maintain local inventory of approved standard peripherals and coordinate rapid swap-device deployment to reduce downtime and sustain user productivity.
• Coordinate LAN closet access and perform foundational connectivity troubleshooting in partnership with Network Operations, ensuring timely escalation and precise documentation of network-related incidents.
• Provide advanced Microsoft 365 support across Outlook, Exchange Online, Microsoft Teams, OneDrive, and SharePoint, resolving collaboration, messaging, file-access, synchronization, and productivity issues.
• Troubleshoot and support Windows and iOS endpoints, including device configuration, application issues, performance remediation, peripheral connectivity, and secure remote-access capabilities.
• Perform account-access support, password-reset triage, and MFA troubleshooting in coordination with OIT teams supporting Azure AD/Entra ID and Okta Verify
• Enforce Zero Trust and Conditional Access procedures by validating user identity before initiating account actions, access changes, authentication support, or credential-related remediation. Troubleshooting Zscaler authentication issues and analyzing issues that relate to it.
• Meet and exceed Service Desk SLA commitments through accurate, complete, and actionable ServiceNow documentation, timely stakeholder communication, and user-confirmed incident resolution and closure.
• Support user onboarding and offboarding by coordinating account provisioning, endpoint readiness, access validation, equipment deployment, PIV Card Mapping and secure deprovisioning activities.
• Participate in Major Incident response by providing on-site technical execution, user-impact assessment, communications support, escalation coordination, and rapid restoration activities.
• Create and maintain high-value knowledge-base articles, troubleshooting guides, and operational documentation that improve first-contact resolution, strengthen self-service capabilities, and advance shift-left support delivery.

• Collaborated with OIT teams such as NetOps, Application support (DEV OPS), Infrastructure, Asset Management Team to improve service desk operations.
• Maintained asset inventory for computer equipment and software licenses with Collaboration with Asset Manager in DC.
• Configuration of IOS Devices such as Ipad for Records Management support and Iphone Mobile devices. Assist New and existing Colleagues with IOS Device Setup.
• Provide daily updates to all OIT Teams such as Asset Support, Netops, Infrastructure, and DevOPs team.

• Delivered technical support, infrastructure maintenance, and incident resolution for 8,000+ international users, achieving a 98%+ client satisfaction rating.
• Spearheaded migrations: Windows 7 to 10 & 11, Lotus Notes to MS Office, local shared
drives to SharePoint, and Active Directory to Azure AD, reducing IT-related downtime
by 30%.
• Piloted Azure Migration for all UN departments, engineering solutions, writing SOPs, and training staff; accelerated adoption and reduced transition time by 20%.
• Managed SCCM, Local & Azure Active Directory; streamlined device onboarding, patch deployment, and compliance monitoring for all UN entities.
• Served as White Glove Lead Technician for UN Security Council, General Assembly (GA200)VIPs; guaranteed seamless operations during high-profile meetings and events.
• Oversaw full-cycle hardware logistics, from procurement to deployment and user training; successfully deploying 500+ notebooks in critical departments.
• Authored training documentation and executed live workshops, increasing IT literacy
and reducing Tier 2 and Tier 3 support tickets by 25%.
• Acted as Technical Focal Point for cross-department communications and escalations,
ensuring rapid response to priority incidents.

• Provide instruction, fixes, scripts, solutions for Azure Migration Pilot testing for all Departments and Entities at the United
Nations. Implementing Strategies and SOP's for Documentation as being designated Azure Engineer OICT at the UN.
• Architect, implement, and administer a Microsoft Intune cloud-based Unified Endpoint Management (UEM) platform to
centrally manage Windows, macOS, iOS/iPadOS, Android, and Linux endpoints at enterprise scale.
• Leverage the Microsoft Intune admin center to perform end-to-end lifecycle management of devices, applications, configurations, security baselines, compliance posture, reporting, and integration with Microsoft 365 and security services.

Provided technical support for ICT infrastructure and systems across multiple UN field operations.

Coordinated troubleshooting efforts to resolve IT-related issues, enhancing operational efficiency.

Developed training materials for staff on new technology implementations and system upgrades.

• General Sales to conceptualizing and building BYOS system, generating substantial clientele service.
• Succeed in Profession from General Sales to BYOS and ultimately to System Sales.
• Managed Clients networking systems, software and technical support matters.
• Continuously kept abreast of new computer and network developments to avoid vulnerabilities, data hiding and
encryption.
• Documented in detail all Server and Network problems, along with unusual events.
• Upgraded and expanded network systems and their components
• Monitored system logs for all company computers and devices to maximize time.
• Provided high end Systems to Wholesalers. Matching proper motherboard, processor, video card, hard drive, memory
configurations for clients.
• Provided software solutions to various end users in different industries such as medical, law, automotive, gaming.
• Initiated Sales Report to various vendors to maximize product placement, product sales and marketing (Sony, Asus)
• Ensured superior and maintained positive attitude to make customers computer shopping experience memorable,
rewarding and pleasant.
• Top Rated System Associate in Sales- Nominated to both Sony and Asus Regional Team Leader
• Top Rated Sales for Microsoft Products
• Top Rated Sales in Virus Protection Solutions