Gregory Lemy
Orlando,ANT
Summary
Dedicated IT Support Specialist with over 5 years of experience in providing comprehensive end-user support in mid-sized to large organizations. Proven ability to efficiently resolve hardware and software issues, manage Active Directory, and administer Microsoft 365 environments. Skilled in PC assembly, peripheral device management, and providing agile support via phone and remote desktop systems. Experienced in leveraging ITIL/ITSM principles and various ticketing systems to ensure seamless IT service delivery. Known for collaborating effectively with internal teams and external vendors to resolve complex IT challenges, enhancing overall business operations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Support Technician
AdventHealth
Orlando
09.2024 - Current
- Manage a diverse fleet of devices, including iPads, iPhone Rovers, and corporate phones, ensuring seamless operation and secure access
- Successfully migrate devices from AirWatch to Microsoft Intune by assigning and deploying correct profiles, ensuring smooth transitions, and minimal downtime
- Verify successful device migrations by leveraging Microsoft Intra ID for authentication and compliance
- Configure Epic Welcome iPads by initiating security token requests to ensure secure deployment and functionality in clinical environments
- Handle incidents for locked devices, and facilitate migration to Intune, ensuring quick resolution and continuous device availability using the ServiceNow ticketing system
- Test and deploy customized profiles on Intune, aligning with organizational requirements, and enhancing device usability
- Enforce security protocols and compliance measures, safeguarding sensitive healthcare data, and adhering to HIPAA standards
Desktop Support Specialist
Liveops Servicing Intuit
Orlando
11.2023 - Current
- Provide timely and effective technical support to 40 TurboTax users daily, both internal employees and external customers, via phone, chat, email, and remote desktop tools
- Troubleshoot and resolve software issues related to TurboTax, including installation, configuration, updates, and functionality
- Assist users with common TurboTax issues such as data entry errors, software crashes, tax form discrepancies, and connectivity issues with the IRS
- Address network-related issues that affect TurboTax functionality, such as slow internet connections, VPN issues, and firewall restrictions
- Assist with account-related issues such as password resets, account lockouts, and access permissions, ensuring users can access TurboTax without interruptions
- Create and update technical documentation and knowledge base articles related to TurboTax troubleshooting and best practices
- Record detailed case notes in the ticketing system, ensuring all issues are tracked and resolved according to SLAs
Banking Specialist
TTEC
Orlando
01.2022 - 08.2023
- Provided customer service and support to clients regarding banking products and services
- Assisted in creating new accounts, processed deposits and withdrawals, and maintained accurate records of transactions
- Performed risk assessments on customers to ensure compliance with anti-money laundering regulations
- Monitored customer accounts for suspicious activity, including large transfers or irregular patterns of behavior
- Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits
Tier 1 Technical Support Representative
United Nearshore Operations
Santiago De Los Caballeros
03.2017 - 07.2021
- Provided technical support to 35+ customers daily by troubleshooting and resolving hardware and software issues
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup
- Led several network infrastructure projects, including WAN/WLAN configuration, DNS, and DHCP setup, optimizing network performance and ensuring reliable connectivity for all users
- Created user accounts in Active Directory while maintaining proper security protocols
- Analyzed system logs for potential problems or errors related to system performance or security threats
- Resolved complex technical problems through root cause analysis techniques
Education
Bachelor of Science - Industrial Engineering
Universidad Tecnológica De Santiago
Santiago, Dominican Republic07.2015
Skills
- End-User IT Support
- Customer Service
- Service Desk Management
- Ticketing Systems
- ITIL
- ITSM Frameworks
- Incident Management
- Active Directory
- Group Policy Management
- Microsoft 365 Administration
- Troubleshooting
- Operating Systems
- Network Troubleshooting
- Remote Support Tools
- Hardware Troubleshooting
- Software Troubleshooting
- PC Assembly
- Maintenance
- Technical Documentation
- SOP Creation
- IT Knowledgebase
- Mobile Device Management
- AirWatch
- Microsoft Intune Migration
- Microsoft Azure
- Microsoft Entra ID
Certification
- Comptia A+, 05/01/24, 05/01/27
- MS-900, Currently working to be officially certified
Accomplishments
Per Scholas Desktop Support Powered By TEKsystems training course
References
References available upon request.
Languages
- English, Professional
- Spanish, Professional
- French, Native/ Bilingual
Timeline
IT Support Technician
AdventHealth
09.2024 - Current
Desktop Support Specialist
Liveops Servicing Intuit
11.2023 - Current
Banking Specialist
TTEC
01.2022 - 08.2023
Tier 1 Technical Support Representative
United Nearshore Operations
03.2017 - 07.2021
Bachelor of Science - Industrial Engineering
Universidad Tecnológica De Santiago