Ilan Reisman
Atlanta
Summary
Dynamic IT professional with extensive and broad experience in various IT roles and industries, including MSP, Real Estate, Accounting, Healthcare, and Retail. Passion for keeping up to date with tech, learning new tech, and teaching others. Excelling in hardware/software support, attention to detail, communication, and customer service. Proven ability to enhance user experience from onboarding to streamlining processes to implementing new technology goals and solutions. Successfully led technology deployments and growth from within each company I've worked for.
Overview
13
13
years of professional experience
Work History
Business Technology Support Analyst - Level 2
PGA Tour Superstore
Roswell
07.2024 - Current
- Served as escalation point for hardware and software support across multiple systems for our Store Support Center and 85 retail locations nationwide. Provided technical support to end-users on the phone through our ticketing system, Service Now.
- Managed asset inventory and procurement processes through Coupa, along with return merchandise authorizations (RMAs).
- Oversaw our new store technology deployment from start to finish, including onsite travel before and during our Grand Opening.
- Led POS and computer deployments, validating the functionality of registers' software and hardware alongside our vendor.
- Maintained our image deployment environment using MDT, ensuring software and Windows OS updates were current, with constant testing.
- Procured and deployed various hardware types to our stores, including computers, printers, iPads, TVs, projectors, Apple TVs and Mac Minis for signage and In-Home Simulation, and network equipment.
- Documented troubleshooting processes by creating comprehensive knowledge base articles in IT Glue.
- Worked alongside our vendor to maintain all technology in our golf simulator bays.
IT Manager
Jewish HomeLife
Atlanta
10.2023 - 07.2024
- As the sole on-site IT personnel, I manage our hybrid environment throughout 4 buildings on 2 separate campuses, collaborating closely with our Managed Service Provider (MSP) as a backup resource. My responsibilities span the entire IT infrastructure, encompassing hardware and software, servicing around 500 end users.
- Hardware Procurement, configuration, and setup of computers (desktops and laptops), mobile devices, network devices, printers, physical and virtual servers.
- Software Administration of various software suites including but not limited to 365, AD, Azure, AirWatch MDM (VMware), Atera RMM, Adobe, Cisco, DocuSign, eFax, KanTime, LogMeIn, MatrixCare, naviHealth, PayChex, PointClickCare, RealPage (OneSite), Stampli, and Zoom. Ensuring proper licensing, roles, and permissions for all software.
- Security and Compliance Conducting regular meetings with our HIPAA compliance partner, BlueOrange, to uphold security measures and protocols.
- User Support and Management Serving as the POC for onboarding and offboarding users and accounts, while streamlining the process with all departments for maximum efficiency. Managing project and infrastructure rollouts. Ensuring proper SLAs through our helpdesk ticketing system, Spiceworks. Handling tickets promptly via remote support, phone, Teams/Zoom meetings, or in-person assistance.
IT Systems Analyst II
Bennett Thrasher
Atlanta
10.2020 - 07.2023
- In this role, I managed various IT, Tax, and Audit software systems. I was the escalation point and admin for all systems for around 500 end users, most working remotely or at least hybrid.
- IT Administration of various software suites including but not limited to 365, AD, Adaxes, Adobe, Azure, Cisco AMP, Cisco Meraki, Cisco Umbrella, Dell, Duo, Exclaimer, FreshService, Intune, IT Glue, Kace, LastPass, Mimecast, Teams, Zendesk, and Zoom.
- Tax/Audit Proficiency in Tax and Audit software including but not limited to AssureSign, CCH ARM, CCH AnswerConnect, CCH Axcess, CCH Engagement, CCH Prosystems fx, CCH Workflow, QuickBooks, SafeSend, Sage Fixed Assets, ShareFile, Suralink, Tax Caddy, Thomson Reuters Checkpoint, Thomson Reuters CS Professional Suite, and Thomson Reuters GoSystem.
- User Support and Management Acting as an escalation point for complex technical issues. Leading onboarding and offboarding procedures, collaborating with HR to ensure seamless transitions. Conducting new hire orientations and managing laptop swap-outs. Maintaining an extensive knowledge base and documenting troubleshooting procedures. Maintaining proper SLAs and professional and polite interactions with all end users.
- Operations and Infrastructure Overseeing monthly server updates after hours, including 6 physical hosts and about 70 VMs. Participating in on-call rotations. Coordinating support with an MSP for international teams using AVD. Managing security groups, licenses, and AV systems. Implementing SSO solutions. Facilitating international travel requests throughout our Firewall and security systems.
Field Services Specialist and NOC Engineer
5Q Partners
Atlanta
10.2019 - 04.2020
- In this role, I managed computer refresh projects for diverse clients.
- Handled end-to-end procurement, imaging, and configuration of all computer systems.
- Orchestrated the scheduling and dispatch of technicians for on-site support as required.
- Compiled comprehensive specifications including computer hardware, software, and peripheral requirements for each project.
- Managed and maintained our NOC systems to provide support for any network outages.
IT Systems Administrator
The Radco Companies
Atlanta
11.2012 - 10.2019
- In this role, I spearheaded the establishment of Radco's inaugural in-house IT department, catalyzing the company's growth from 25 employees to 500, including spawning an entirely new entity for their in-house property management company, Radco Residential. Managed all IT requirements for both the corporate office and 50 apartment complexes nationwide.
- Help Desk Management Managed all IT-related issues through the help desk system, providing timely resolutions and exceptional customer service. Prioritized and distributed tickets among respective departments for efficient resolution.
- Onsite Support and Project Management Conducted frequent onsite property visits to proactively address technical issues and ensure operational efficiency. Led projects to standardize IT equipment across all properties, including the rollout of new copiers, computers, network equipment, and accessories.
- Infrastructure Management Managed Office 365 and SharePoint infrastructure, ensuring smooth operations and timely adjustments to permissions and group settings.
- Platform Setup Configured new computers on different platforms, including Windows 10, Azure AD and local domain, ensuring seamless integration into the company's IT environment.
- Vendor Management Collaborated with third-party vendors to manage and maintain various services critical to business operations.
- Phone System Management Oversaw the management of the phone system, including physical phones, phone software, and services, utilizing the Mitel platform. Handled setup for new users, extensions, voicemails, call forwarding, and troubleshooting of phone-related issues.
- Onboarding Support Worked collaboratively with other departments to streamline the onboarding process, creating and managing user accounts with appropriate permissions and group assignments.
- Signature Management Created and maintained signatures for all onsite employees using the CodeTwo program.
Education
Indiana University And Georgia State University
05-2010
Skills
- Windows and Mac OS
- Microsoft Office, O365, SharePoint
- MS Azure
- Active Directory and Group Policy
- Cisco systems
- Fortinet systems
- Server Management
- Ticketing and RMM systems
- VPN
- VDI
- Desktops, laptops, thin clients, tablets, phones
- Printer setup
- Network equipment - switches, firewalls, APs, routers, modems
- In-person, phone, and email communication
- Asset management
- Documentation practices
- User onboarding
- Team collaboration and independence
- Task prioritization and organization
- Continuous learning
- Attention to detail
Organizations And Activities
- MARVA, 01/08, 02/08, 8 week basic training boot camp for the Israeli Defence Force (IDF).
- Alpha Epsilon Pi, Indiana University, 08/06, 12/07
- High School in Israel, HSI, 08/05, 08/05, 4 week educational and interactive trip to Israel.
- Adventure Treks, 07/04, 07/04, 4 week wilderness trip in British Columbia, Canada.
- National Outdoor Leadership School, NOLS, 08/03, 08/03, 2 week wilderness trip in Idaho/Wyoming.
Timeline
Business Technology Support Analyst - Level 2
PGA Tour Superstore
07.2024 - Current
IT Manager
Jewish HomeLife
10.2023 - 07.2024
IT Systems Analyst II
Bennett Thrasher
10.2020 - 07.2023
Field Services Specialist and NOC Engineer
5Q Partners
10.2019 - 04.2020
IT Systems Administrator
The Radco Companies
11.2012 - 10.2019
Indiana University And Georgia State University