Jesse Mercado
Senior Desktop & Network Support Engineer @Stamford Health
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WORK HISTORY
Senior Desktop & Network Support Engineer @Stamford Health
PROFESSIONAL SUMMARYExperienced IT Professional with over a decade of progressive experience in desktop engineering, team leadership, and network support. Proven expertise in desktop services architecture, device compliance, systems administration, and high-level executive support. Adept in managing enterprise IT operations, integrating new practice sites, and ensuring outstanding end-user Hospital (Stamford Hospital Medical Group) – Stamford, CTSenior Desktop and Network Engineer Lead2016 – Present• Lead SH Physician Desktop Team ensuring all team deliverables and service SLAs are consistently met.• Monitor team ticket queue and implement long-term solutions for recurring issues.• Provide daily reports to End User Support Manager on team and staffing performance.• Drive compliance by investigating and securing “dark” devices to meet patch and update requirements.• Manage onboarding/relocation for physician practice sites, including full system assessments and integrations.• Deliver White Glove support for executives, physicians, and management across over 45 Connecticut SHMG locations.• Supervise ServiceNow procurement for software/hardware, coordinate vendor collaboration.• Create and refine internal support processes to optimize performance and service quality.• Maintain and update physical and virtual servers; implement security patches in accordance with policy.• Support desktop services architecture with emphasis on consistency across the enterprise.
EDUCATION
Mid Hudson Technology Institute
Local Area Networking, Network Operating Systems
MyComputerCareer.com
Security fundamentals, Completed CompTIA A+, Network+, Security+, Microsoft , and Linux
New York Military Academy – Cornwall-on-Hudson, NY
Military and academic, Military and academic
MyComputerCareer
Computers
ABOUT JESSE MERCADO
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