Kevin Saplan

•Provide end-to-end onsite IT support, efficiently resolving desktop, network, and administrative issues for end users in a fast-paced enterprise environment.
•Manage escalated tickets from Level 1 IT Support, ensuring timely resolution of complex issues.
•Oversee the onboarding process for new employees, including hardware provisioning and account setup.
•Provide expert troubleshooting for both Windows and macOS systems, ensuring efficient issue resolution and system functionality.
•Serve as the Subject Matter Expert (SME) for macOS, leading the successful enterprise-wide macOS Migration Project in Manila and acting as the local macOS Champion.
•Deliver comprehensive Audio-Visual support for corporate meetings and events using platforms and technologies such as Zoom, Crestron, and Cisco.
•Collaborate cross-functionally with internal teams to address recurring technical issues, implement IT solutions, and support the rollout of system upgrades and infrastructure projects.
•Deliver specialized support in trading environments, troubleshooting critical systems to ensure seamless operations for traders and dealing room personnel.

•Delivered effective remote desktop and network support, with a focus on diagnosing and resolving issues related to Apple hardware and macOS software.
•Built, configured, and deployed MacBook, iMac, and Mac Mini systems; managed device lifecycle through JAMF for seamless enrollment, configuration, and compliance.
•Led remote onboarding sessions for new employees, providing technical setup, system orientation, and access provisioning.
•Utilized terminal and sudo commands to perform advanced system tasks; managed user accounts, including password resets, account unlocks, and permissions troubleshooting.

•Delivered comprehensive IT support for Office 365 users, managing technical issues from initial diagnosis to resolution while maintaining a customer-centric and solution-focused approach.
•Installed, configured, and maintained Office 365 services across multiple platforms, including the O365 Admin Center, Exchange Online, SharePoint Online, and Azure AD.
•Performed data and mailbox migrations, integrated domains into Office 365 tenants, and ensured seamless deployment of Microsoft Office applications.
•Utilized PowerShell for advanced administration tasks, improving efficiency in routine support and provisioning processes.
•Maintained accurate documentation of all support activities in the ticketing system and escalated complex issues and product bugs for further analysis and resolution.

•Managed a wide range of customer interactions, addressing inquiries, processing requests, and resolving complaints. Involved handling various financial services, including credit card operations, personal and corporate banking, loan processing, and cash management services.•Managed a wide range of customer interactions, addressing inquiries, processing requests, and resolving complaints. Involved handling various financial services, including credit card operations, personal and corporate banking, loan processing, and cash management services.