LaQuana Chisolm

• Provide exceptional deskside and global remote support to Brookfield users, with a focus on the firms Executive members
• Act as a subject matter expert and escalation point, proactively following up on IT ServiceNow incidents, requests, IT problem parent or child tickets until colleague confirms resolution
• Utilize PowerShell to automate processes; execute, modify scripts to build/image new laptops
• Upload hardware hashes to join new devices to organizations Microsoft Intune and Active directory database for endpoint and resource management
• Work with procurement team to place orders for hardware and SaaS subscriptions needed for new hires, existing colleagues and/or vendors
• Lead new hire IT orientation and work closely with HR to make any changes needed as newly implemented technologies or policies changes
• Lead security vulnerability waterfall audit project of hardware assets ensuring they are not on the 60-day absent list, run network updates and GPOs to remediate devices when devices hit the 60-day absent list
• Assisted with 802.1x cutover project when implementing network changes in the environment
• Manage all projects in my respective business area of support (HR, Internal auditing, Technology services, etc.) mentor and leverage out team support when and where needed
• Maximized use of hardware and software by training users, creating and or interpreting instructions
• Patch software and install new versions to eliminate security problems and protect data
• Maintain servers and systems to keep networks fully operational during peak periods and conference room meetings
• Daily conference room checks, troubleshoot codec, RMC3, network cables and DMPS via racks in company's LAN room
• Implement proactive measures to prevent potential system failures, resulting in improved system performance and reduced downtime
• Remove malware, ransomware, and other threats from laptops and updated all windows devices from Windows 10 to Windows 11
• Created a PowerPoint presentation and trained the larger Technology Services teams (Windows administrators) about complex technical policy issues that may arise and prevent the integration of Microsoft Copilot and Office 365 solutions
• Ensure all equipment is update and in warranty help streamlining repair processes and update procedures for support action consistency
• Develop comprehensive documentation after resolving escalated issues to assist team members in troubleshooting complex technical problems

• Software installation on servers, desktops, laptops, and mobile devices for traders and executives
• Assisted service desk team with planning, implementation, and completion of annual inventory in office and collocation facilities for inventory
• Offered valuable at-home office setup construction and support to C-Level users
• Configured hardware, devices, and software to set up work stations for employees.
• As requested, performed server, desktop, and laptop administration tasks including budget assistance and hardware/software support
• Lead planning, implementation, and completion of iOS updates
• Project lead for BYOB initiative - ported numbers over to desired carrier and configured company applications over network for access on colleagues mobile devices via Microsoft InTune
• Advised, trained, and assisted team members in NYC/NJ office on how-to make an device BYOB while MDM accessible for privacy and device protection
• Attended classes and trade shows related to desktop environments

Essential Duties:

• Worked independently to fulfill essential functions for Windows desktop administration
• Configured, implemented, maintained, distributed, and documented desktop hardware and software
• Monitored, managed, and documented desktop performance
• Contributed with creation and maintenance of disaster recovery procedures for desktop environments
• Acted as internal consultant to other IT functions and business groups as appropriate
• Identified, researched, and resolved most complex technical problems
• Application Support (Client Server and Web based)
• Worked with vendors and users with planning, implementation, change control, testing, documentation, performance monitoring, capacity planning, and problem resolution and disaster recovery setup for internet-based applications
• Worked in MDF/IDF rooms to ensure codec and other conference room equipment on the rack/backend was properly configured and environmental controls were isolated
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People Skills:

• Communication – demonstrates oral and written communication skills to facilitate and listen in an collaborative manner
• Analysis – demonstrates analytical & problem-solving skills
• Ability to collect, research, organize and present data from varied sources developing logical, justifiable

• Provided white glove service to colleagues of C-Level staff including CEO and their Executive Assistants implementing account changes, OS updates, software installations/troubleshooting, Windows 10 offline imaging, Microsoft Exchange issues/setup, ADL/DL creation, delegation access, mailbox/calendar cleanup/increases, AV support, Executive support onboarding checklist, equipment, and software orders
• Managed, coordinated, maintained, and assisted with ongoing projects to improve/automate processes, lead Return To Office project for local regional offices reopening within strict COVID approved measures and safe workspace accounting for all assets and MDM, executive office setups, conference rooms and kiosk setup, troubleshoot networks via server room (patch panel, ports and cables)
• Facilitated, assisted, and collaborated with HR and CET leads to present and/revise onboarding processes for new hires: New Hire Orientation, IT essentials, acted as a IT subject matter expert, create/redirect onboarding request for equipment, escalated account access needs via ticketing systems (AccessNow or HelpNow+) and/or provisioning teams, assist with software installations, password resets, new account registration and setups, how-tos, VMware Horizon virtual desktop access, SD-WAN assistance, and RSA SecureID setup
• Resolved level 2 and 3 issues, VIP/Executive support and escalations request/ticket using ITIL methodologies and SLAs and HelpNow+ ticketing system
• Organized, troubleshooted, and lead audio and visual conferencing
• Partake in pilot and early adopters' program (i.e Windows 11) assisted in OS deployment/updates/migrations for colleagues

• Provided exceptional in-person service support to all Weill Cornell Medicine Health care staff, VIPs, medical students, vendors, affiliates and more - tagging and setting up mobile devices to access Weill Cornell services/network and available company applications
• Provided consultations - billable after 15 minutes: Assessed, built, updated, or reimaged MAC and Windows machines to latest OS, enroll iPads in DPE, enroll profiles, setup kiosk-mode with Remote Management and Apple Configurator 2
• Installed, troubleshooted, and repaired software (Microsoft Office Suite, EPIC, healthcare applications, etc.) applications along with troubleshooting work-from-home configurations (Cisco AnyConnect)
• Generated and distributed EPIC secure tokens to devices for DEA approved Medical personnel
• When needed assisted other teams and provided L2 and L1 support using Avaya Agent for Desktop, Zoom virtual labs, remotely with screenshare tools (Teams, Bomgar) to assist the Service desk - document all tickets via ServiceNow
• Lead and trained fellow colleagues on technologies that were newly implemented into the environment
• Created KB articles to document supported interactions for future reference

• Provided exceptional white glove service, day-to-day support, infrastructure, applications, and systems support to all users on Trade Floors as a “Subject Matter Expert” troubleshooting, deploying, installing, maintaining, designing, testing, and assisting new joiners needs on designated equipment and or software, either in person, remotely, or over the phone
• Acted as an trusted advisor for business and technology teams serving as a go to for all technology related matters
• Suggested software and hardware modifications to reduce lag time and improve overall speed
• Engaged in asset management and disaster recovery projects to ensure the organization providing solutions for staff, products and services feedback ensuring ongoing enhancements to technology processes and timely resolutions
• Ran monthly ICMP (ping) sweep project of all devices and evaluated network connectivity during weekend network testing ensuring all network activity is properly established and MDF room pc and equipment is also functional Installed, modified, and repaired cables, hardware, and software as needed to resolve any technical issues that may have occurred
• Hosted on-site and off-site technical training sessions for new joiners, incoming summer interns and/or returning summer associates/graduates
• Responsible for 2nd/3rd line Trade Floor support services, along with rotating shifts on newly innovated TechBar issues (including but not limited to: blue screen of death, Microsoft XP / Win7 / Win 10, MAC, Active Directory, Microsoft Office 2007/2010/2016, Exchange, VDIs, BYOD devices, BlackBerryWork, BES5/12, Citrix, Apps@Work/iOS setup, RSA Token setup, Bloomberg mobile, market data and front office applications) quantifying work via ServiceFirst/ ServiceNow ticket management system
• Created daily deliverable reports to monitor team's progress and monthly deliverables of quantitative quality scores to assist management with an overview of KPIS, client feedback, and project status for stakeholders with the creation, documenting, and distribution of projects and/or how-to's for environmental technology transparency and easy accessibility for the team and what is to come for clients
• Attend off-site citizenship and representation events and host mock interviews for college students, under-represented demographics, etc.

● Responsibility answered all dispatched jobs in a timely manner, fulfilled clients request, provided exceptional service and customer support along with white glove service to VIP clients

● Utilized diagnostic tool via company's laptop to assess customer network signal readings prior to servicing home and prepared all materials needed according to pre-diagnostic

● Kept company vehicles and equipment safe, clean, ticket free, and fully loaded with all needed materials (i.e. set-top boxes, coaxial cables, remotes, etc.) daily

● Contacted building supervisors as needed to access outside tap with 70-foot ladder to continue to manage all on site installations, repairs, and maintenance