End User Support Manager

• Mar 2023 - Present

Oversee a team a highly talented people working to meet the end of our internal end users to make their day at work the most positive and successful it can be. We provide excellent laptop (Windows and MAC) support, along with troubleshooting and resolving any and all problems that come through.

Infrastructure Project Manager

• Apr 2015 - Present

Define the scope of the project in collaboration with senior management and any other department that will be impacted by our project. Create a detailed work plan which identifies and sequences the activities needed to successfully complete the project Develop and work to getting approvals on all of our Change Requests from the Executive team. I also have a role of Incident Manager when we have a change or an issue that is impacting the company. I work to keep everyone informed on the… Show more Define the scope of the project in collaboration with senior management and any other department that will be impacted by our project. Create a detailed work plan which identifies and sequences the activities needed to successfully complete the project Develop and work to getting approvals on all of our Change Requests from the Executive team. I also have a role of Incident Manager when we have a change or an issue that is impacting the company. I work to keep everyone informed on the issue, the impact to the company, the ETR. Review the project schedule with senior management and all other staff that will be affected by the project activities; revise the schedule as required Work as a right-hand to the Infrastructure Manager and Vice President. Ensure that security best practices as adhered to in a project and in general. Develop forms and records to document project activities, incident records and postmortems Establish a communication schedule to update stakeholders including appropriate staff in the organization on the progress of the project Review the quality of the work completed with the project team on a regular basis to ensure that it meets the project standards Ensure that the project deliverables are on time, and delivered with flawless execution Evaluate the outcomes of the project as established during the planning phase i.e. Lessons Learned or Post-Mortems. Following best practices in moving from on-prem hardware to the Cloud, Ensuring we are secure first before launching a full blown project. Running POC's as mini projects to make certain they are the right fit for the company and an enterprise solution. Working with our training department - to provide materials and understanding to the rest of the company so they have clear picture of what is changing. Communicate with external clients when necessary.

Senior Problem Management Analyst

• Jan 2011 - Nov 2014

Outage\Problem & Training Manager • Developed Problem\Outage Management o Developed polices and procedures company wide for Outage Management o Developed polices and procedures for Problem Management. o Responsible for managing outage calls when they occur 24/7 o Established Outage Management Oncall rotation o Responsible for developing meaningful reports to upper IT management o Developed IT reports for outages to upper business management • Working as a liaison between… Show more Outage\Problem & Training Manager • Developed Problem\Outage Management o Developed polices and procedures company wide for Outage Management o Developed polices and procedures for Problem Management. o Responsible for managing outage calls when they occur 24/7 o Established Outage Management Oncall rotation o Responsible for developing meaningful reports to upper IT management o Developed IT reports for outages to upper business management • Working as a liaison between IT and the Business so that each can understand the impact one has on the other • Establish and Train IT Support Staff on Policy and Procedures o Sets appropriate policies with IT teams o Periodic review of process and standards including Service Level Agreement’s and Operating Level Agreement’s o Define severity levels and actions • Facilitate Reporting o Focal point for definition, direction and style of reporting o Post resolution Incident Reporting o Maintain historical issues logs Coordinate Communication o Central point of notification for the Senior Leadership Team. o Coordination of communication with affected disciplines, departments, business units, external clients via channels. o Publish Availability Metrics and Availability Reporting • Manage problem resolution activities and responsibilities across the enterprise o Define and declare ownership of problems o Monitor Progress o Review all severity type issues o Track Open Issues through to prevention o Identify reoccurring issues Analyze and Define Trends ▪ Track problems through to resolution ▪ Stewardship of the feedback loop ▪ Provide meaningful input of problem prevention measures into the change management process. Show less Outage\Problem & Training Manager • Developed Problem\Outage Management o Developed polices and procedures company wide for Outage Management o Developed polices and procedures for Problem Management. o Responsible for managing outage calls when they occur 24/7 o Established Outage Management Oncall rotation o Responsible for developing meaningful reports to upper IT management o Developed IT reports for outages to upper business management • Working as a liaison between… Show more Outage\Problem & Training Manager • Developed Problem\Outage Management o Developed polices and procedures company wide for Outage Management o Developed polices and procedures for Problem Management. o Responsible for managing outage calls when they occur 24/7 o Established Outage Management Oncall rotation o Responsible for developing meaningful reports to upper IT management o Developed IT reports for outages to upper business management • Working as a liaison between IT and the Business so that each can understand the impact one has on the other • Establish and Train IT Support Staff on Policy and Procedures o Sets appropriate policies with IT teams o Periodic review of process and standards including Service Level Agreement’s and Operating Level Agreement’s o Define severity levels and actions • Facilitate Reporting o Focal point for definition, direction and style of reporting o Post resolution Incident Reporting o Maintain historical issues logs Coordinate Communication o Central point of notification for the Senior Leadership Team. o Coordination of communication with affected disciplines, departments, business units, external clients via channels. o Publish Availability Metrics and Availability Reporting • Manage problem resolution activities and responsibilities across the enterprise o Define and declare ownership of problems o Monitor Progress o Review all severity type issues o Track Open Issues through to prevention o Identify reoccurring issues Analyze and Define Trends ▪ Track problems through to resolution ▪ Stewardship of the feedback loop ▪ Provide meaningful input of problem prevention measures into the change management process. Show less

Business Interruption Coordinator

• Dec 2008 - Dec 2010

It is my job to bring clarity and a sense of calm to outage situations when they occur. Also to help provide Sr. Management and Upper level Business Management the opportunity to understand what happens in the world of IT in a simple affect language that translates into the customer impact and experience which impact the nature of their business.

Crisis Manager

• Oct 2008 - Dec 2010

My goal is to bring clarity and a sense of calm to critical and stressful situations when they occur.

Business Interruption Coordinator

• Oct 2008 - Dec 2010

Coordinate Communication Central point of notification for the Senior Leadership Team. Coordination of communication with affected disciplines, departments, business units, external clients via channels. Publish Availability Metrics and Availability Reporting Business Interruption Coordinator Responsible for Corporate Communications as it relates to: Outages both Internal and External Crisis communications that require invoking Disaster recovery plans. Responsible for… Show more Coordinate Communication Central point of notification for the Senior Leadership Team. Coordination of communication with affected disciplines, departments, business units, external clients via channels. Publish Availability Metrics and Availability Reporting Business Interruption Coordinator Responsible for Corporate Communications as it relates to: Outages both Internal and External Crisis communications that require invoking Disaster recovery plans. Responsible for translating IT language to the Business in terminology that is measurable and understandable to each business unit. Responsible for making certain all BCP plans are complete and attainable.

Techinical Writer

• Oct 2005 - Dec 2010

Over the years I have developed the skill set of a Techinical Writer. I am constantly engaging the business and IT to ensure both sides understand each other. It is very important in times of an outage situation that the outage can be translated from techinical terms and technologies to meaningful easy to understand words and phrases that the Business side can relate to. This helps the Business understand how the outage is impacting the company and if or when they should communicated to any… Show more Over the years I have developed the skill set of a Techinical Writer. I am constantly engaging the business and IT to ensure both sides understand each other. It is very important in times of an outage situation that the outage can be translated from techinical terms and technologies to meaningful easy to understand words and phrases that the Business side can relate to. This helps the Business understand how the outage is impacting the company and if or when they should communicated to any extranl clients.

Sr. Systems Windows Engineer

• Sep 2000 - Dec 2010

All above mention responsibilities Work with Sr. Engineers of the software development teams for all web site based projects Increased Project work load as it relates to all new web sites being brought on board Responsible for researching new testing software Responsible for researching new technologies and software as it relates to the Windows platform.

Windows Administrator II and Exchange Administrator II

• Sep 1997 - Dec 2010

All above mention responsibilities Testing new software for functionality, compatibility and cost Design and set up of incoming production servers Project Manager on Relocation of our Corporate Headquarters; Project Management work for relocating remote sites, assisting in exchange mail set up or in some cases closing down a site and retrieving servers More project based work involving the set up and design of new web sites coming on board Developed Problem\Outage Management… Show more All above mention responsibilities Testing new software for functionality, compatibility and cost Design and set up of incoming production servers Project Manager on Relocation of our Corporate Headquarters; Project Management work for relocating remote sites, assisting in exchange mail set up or in some cases closing down a site and retrieving servers More project based work involving the set up and design of new web sites coming on board Developed Problem\Outage Management Developed polices and procedures company wide for Outage Management Developed polices and procedures for Problem Management. Responsible for managing outage calls when they occur 24/7 Established Outage Management Oncall rotation Responsible for developing meaningful reports to upper IT management Developed IT reports for outages to upper business management September 1998: Windows Administrator I and Exchange Administrator I All the above mention responsibilities Joined the On-Call rotation, 24 by 7 support for all production machines Ensure all backups and discovery was up to date and useable Point person for Y2K project, to ensure all servers were Y2K compliant and that recovery was possible if needed Network Security and Network Access Daily maintenance and upkeep of our 85 production and staging servers Assisting in Software rollouts on our production web servers. We host and support over 10+ web sites to date. Providing training to our remote site Administrators

Associate NT System Administrator I

• Jun 1997 - Dec 2010

User Account creations Exchange Mail account set up Assisting the user community with Desktop questions

Problem Manager

• Jan 2006 - Sep 2008

Business Interruption Coordinator

• 2001 - Dec 2010

Senior Problem Manager

• Oct 1997 - Dec 2006