Marc Pierre
Brooklyn,NY
Summary
Senior Desktop Engineer with extensive experience supporting enterprise, healthcare, insurance, financial services, and media organizations. Expertise in End User Computing (EUC), Microsoft 365, Azure/Entra ID, Active Directory, endpoint management, executive support, virtualization, device lifecycle management, and IT service delivery. Proven record of resolving complex technical issues, leading support initiatives, improving operational efficiency, and delivering exceptional user experiences in large-scale environments.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Desktop Engineer
Optum Medical (Wipro)
05.2025 - Current
- Delivered Tier 2/3 desktop and endpoint support for clinical and administrative users, enhancing user satisfaction.
- Support EHR/EMR platforms, workstation deployments, printers, scanners, and mobile devices.
- Administered user provisioning, access controls, and security compliance requirements, ensuring data protection.
- Resolved complex hardware, software, network, and application issues across multiple departments, minimizing downtime.
- Manage user provisioning, access controls, and security compliance requirements.
- Ensure compliance with HIPAA security and privacy standards.
- Configure printers, shared drives, and file permissions.
Desktop Support Tier III
Liberty Mutual
07.2019 - 05.2025
- Delivered advanced EUC support to enhance user experience for enterprise users and ensure reliability of business-critical systems.
- Served as escalation point for complex technical incidents and service requests.
- Acted as the escalation point for complex technical incidents and service requests.
- Administered Microsoft 365, Active Directory, Azure, backup, and endpoint-management technologies.
- Contributed to project delivery, technology rollouts, vendor coordination, and process enhancement initiatives.
- Provisioned virtual machines and user accounts while monitoring Azure activity to ensure optimal performance and security.
- Created Virtual machines, User accounts, and monitored activity in Azure
- Configured Meraki firewalls for secure network access.
- Set up audio/video conference room equipment.
Senior Field Support / Executive Support
Estée Lauder (HCL Technologies)
08.2017 - 07.2019
- Delivered white-glove executive support for more than 250 executives and 1,200 users.
- Managed Apple and Windows devices with SCCM, Jamf Pro, MobileIron, and Office 365 to ensure seamless user access and support.
- Supported conferencing, collaboration, and mobile technologies, enhancing communication and teamwork among users.
- Created documentation and knowledge articles to streamline support processes and empower users.
Executive IT Support
The Segal Group
01.2014 - 09.2017
- Provided dedicated IT support for executive users, enhancing their productivity within enterprise desktop environments.
- Administered Active Directory, Citrix access, endpoint encryption, and device management.
- Collaborated with vendors and internal teams to resolve critical issues.
- Coordinated with vendors and internal teams to swiftly resolve critical issues, minimizing downtime for end users.
- Configured audio/video equipment for conference rooms
Executive Desktop Support
Discovery Communications
01.2013 - 01.2014
- Supported executive leadership and enterprise users across Windows and macOS platforms, ensuring seamless access to critical applications.
- Managed Active Directory accounts, Exchange mailboxes, and backups, streamlining user access and data recovery.
- Provided conferencing, mobility, and application support, enhancing communication and collaboration for executives.
Desktop Support / Systems Administration
DTCC, SEIU/32BJ, Lehigh Valley Hospital
New York
01.2009 - 01.2013
- Supported enterprise desktop environments, VDI platforms, Citrix infrastructure, enhancing user experience for executive users.
- Performed endpoint imaging, migrations, and deployments, ensuring seamless infrastructure support.
- Utilized SCCM, VMware, PowerShell, and Active Directory to streamline system management and virtualization processes.
Desktop & Trade Floor Support
JPMorgan Chase, Bank of America, St. Francis College
01.2005 - 01.2009
- Delivered technical support for financial-services and higher-education environments, enhancing user satisfaction.
- Support market data applications such as Bloomberg Terminal, Refinitiv Eikon (Workspace), FactSet, and ICE Data Services.
- Coordinated device imaging, user provisioning, hardware support, and software deployments to streamline user onboarding.
- Supported printers, IP phones, video conferencing, and mobile devices.
- Participated in after-hours support, trading floor migrations, and disaster recovery exercises.
- Supported market data applications such as Bloomberg Terminal, Refinitiv Eikon (Workspace), FactSet, and ICE Data Services.
- Provided on-site and remote technical support for traders, portfolio managers, and executives.
Education
Associate of Arts (A.A.) - Networking Technology
Taylor Business Institute
Skills
- Microsoft 365
- Azure
- Entra ID
- Active Directory
- SCCM
- Intune
- Jamf Pro
- Workspace ONE
- Windows 10/11
- MacOS
- ServiceNow
- Jira
- Citrix
- VDI
- VMware vSphere
- PowerShell
- VPN Technologies
- Endpoint Security
- Mobile Device Management
- EHR/EMR Support
- Backup & Recovery
- Networking (TCP/IP, DNS, DHCP)
Accomplishments
- Reduced ticket backlog by 60% through process optimization and offshore team coordination.
- Supported executive leadership teams in enterprise environments exceeding 1,000 users.
- Led endpoint deployments, migrations, upgrades, and device lifecycle initiatives.
- Delivered healthcare IT support while maintaining HIPAA compliance standards.
Certification
- CompTIA Network+
- CompTIA A+
- Microsoft Windows / MCITP Training
Timeline
Desktop Engineer
Optum Medical (Wipro)
05.2025 - Current
Desktop Support Tier III
Liberty Mutual
07.2019 - 05.2025
Senior Field Support / Executive Support
Estée Lauder (HCL Technologies)
08.2017 - 07.2019
Executive IT Support
The Segal Group
01.2014 - 09.2017
Executive Desktop Support
Discovery Communications
01.2013 - 01.2014
Desktop Support / Systems Administration
DTCC, SEIU/32BJ, Lehigh Valley Hospital
01.2009 - 01.2013
Desktop & Trade Floor Support
JPMorgan Chase, Bank of America, St. Francis College
01.2005 - 01.2009
Associate of Arts (A.A.) - Networking Technology
Taylor Business Institute