Implementation Engineer

• Feb 2021 - Present

Director of Professional Services

• Aug 2018 - Jan 2019

Project Engineer

• Jan 2017 - Aug 2018

Professional Services Project Team Member Project Roles: Project Manager, Lead Engineer, Sales Engineer, Consultant, Support Engineer Sales Engineering & Consulting - Discuss business drivers with client for project opportunities & tailor proposed solution for client’s business needs - Compose project scope documents: Estimated hardware, software, vendor, licensing, labor, & recurring costs, out of scope items, assumptions, & vendor roles - Acquire hardware, software, vendor & licensing quotes - Collaborate with client vCIO team to present proposed project to client - Provide vCIO team scope document after peer approval to draft official proposal Lead Engineering, Project Management, Support Engineering - Complete audits: Hardware, software, network, AD, DHCP, DNS, Exchange, SQL, server roles, AV, virtualization, SPAM filter, Data footprint - Compose project plan documents: detailed breakdown of each project phase’s tickets, & assignment of resources - Aquire quotes for project hardware, software, & licensing. Confirm purchase of materials - Create project calendars: Calendar of project tickets & scheduled downtime - Compile project hours breakdown: associates hours to project tickets, travel time, and time + 1/2 hours - Collaborate with peer reviewer to confirm project plan is complete - Detail project process to client, confirm schedule, confirm audit details - Disseminate project changes & schedule to Managed Services & vCIO teams - Implement project changes to client environment - Coordinate vendor involvement - Provide training, onsite & remote support - Document all project changes Projects: VMware, Hyper-V, Office 365, Azure AD Sync, Microsoft RDS, SharePoint, Hardware Refresh, Server 2016 implementations, Exchange Migrations & Upgrades, Microsoft Domain Migrations to Virtualized Datacenter, Line of Business Application Upgrades, SQL Upgrades and Migrations, File Server Migrations Show less

Manager of Hosted Platforms

• Apr 2016 - Nov 2016

The Manager of Hosted Platforms position involved directing the day to day operations of Adaptive Solutions’ DaaS and Hybrid Cloud offerings. The position encompassed a wide range of roles: management of client relationships, management of direct reports, cloud services engineering, and systems administrationNotable Solo Projects:* Transitioned client from Server 2003 TS on VMWare ESX in subdomain, to new client-specific domain on Hyper-V/Server 2012 R2 TS environmento Built Server 2012 R2 Domain Controller and configured ADDSo Created new domain, user accounts, security groupso Installed File Server roles and configured shares to match old environmento Configured DNSo Configured two-way trust with old domain for data transfer (Docs/Apps/User Profiles)o Built TS VM on 2012 R2, installed RDS Role, client appso Transferred accounting suite Tabs3/PracticeMaster, eFax, Worldox DMSo Transferred documents and DMS from previous domain via Robocopyo Built new Win 10 Worldox Indexer VM - Transferred GX2 to new domaino Upgraded Worldox GX2 to GX4*Transitioned firm from McAfee SaaS to Mimecasto LDAP Sync configuredo Inbound/Outbound policies set to match previous provider settingso Pass-through authentication of credentials configured for Outlook plugin* Desktop Hardware Upgrade/Imaging Projecto Spec’d sold 28 Dell desktops for Hybrid Cloud cliento Designed, sysprepped, and captured image via CloneZillao Designed group policieso Scripted local profile transfer and copy of user settings from old machines* Consolidation and Cleanup of Storageo Analyzed datastores on Equalogic SAN which were over-provisioned and consolidated to newly provisioned LUNs with proper sizingo Discovered datastores hosting retired VMs, departed client data, and other unnecessary items and removed from storageo Audited viable blade servers from legacy Citrix/VMWare environment and assigned engineers to transition blades to new Hyper-V environment Show less

Escalation Supervisor

• Jan 2015 - Mar 2016

The Escalation Supervisor position provided experience in the roles of manager, mentor, trainer and hands-on tech. The duties of this position were performed while maintaining participation in Cloud Service Engineering tasks.Experience:o Worked directly with Company CIO and Service Desk Manager to consolidate our engineering and help desk ticketing systems into a unified system - SolarWinds N-Able Help Desk Managero Conducted New-Hire Training and Orientationo Purchased New-hire Laptops, Install Solid State Drives, Windows 10 Enterprise, and all required service desk software. Configured laptops for Direct Access using Shrew VPNo Worked in conjunction with Director of Client Services and Service Desk Manager to interview job candidates, and vet technical skill-set. Two hires took place during my tenure in this role and both employees have since been promoted to the engineering teamso Served as liaison between service desk and engineering departmento Provided technical guidance/training to Service Desk Engineerso Conducted new client intake processo Collaborated with Service Desk Manager to implement and enforce Service Desk Policieso Conducted Performance Reviews with Service Desk Manager and Director of Client Supporto Maintained certain Cloud Services responsibilities during tenure as Escalation Supervisoro Automated Citrix Profile re-do process via VB Scripto Provided numerous ticket solutions to the Solarwinds N-Able ticketing system FAQo Drafted and shared documentation with Service Desk Team o Reduced number of escalated tickets from Service Desk to Engineering level dramatically as escalation supervisor Show less

Cloud Services Engineer

• Jan 2010 - Dec 2014

o Five years of VDI experience beginning a service in its infancy, which expanded exponentiallyo Mentored by company Vice President for first two Citrix XenDesktop 5 implementations, before cloud team expanded to include five additional engineerso Converted fourteen law firms onto hosted virtual environmentsExperience:o Audit incoming client app set to assess compatibility with Win 7/Server 2008 and Citrix XenDesktopo Audit/Document client hardware : Printers/Scanners/Fax Machines/Dictation Deviceso Build virtual servers on VMWare/Hyper-V: Domain Controllers, File Servers, Terminal Servers, SQL, Print, DMS, Licensing/KMS Serverso Configure Active Directory: OU Structures, User/Group management, Configure Two-Way External trustso Create/Manage group policy objects: user/machine policy, registry keys, silent installs, software restrictions, MS Office customization, Security, Citrix Profile Management, Roaming Profileso Configure network shares: Personal Directories, Public Data, Software Shares, Profiles o VM Creation: Create Datastores on Dell EqualLogic SAN w/ iSCSI connections, present to hypervisor. Create VMs on appropriate datastores, Present VMs to Citrix Provisioning Server, create AD machine accounts in proper OUo Create Desktop Groups/Assignments, and Power Management settings on Citrix XenDDC, Add desktops to the appropriate groupso Configure server-side of applications; IIS Configuration, SQL DB Migrations, Licensingo Desktop Image Creation/Management- Design/implement base image for Windows OS/Server OS XenDesktop Environments. Install custom app set per-client, onto non-persistent pooled desktopso Configure Desktop/Server images + policies to optimize performanceo Tier 3 Support: Tickets escalated from help desk to engineering vetted by Jr. Engineers, then escalated to me if necessaryo Automate Monitoring report of Citrix, Hyper-V, VMWare Infrastructureo Automate VM build-out to specific containers and LUNs in VMWare Show less

Service Desk Engineer

• Oct 2008 - Dec 2010

o Featured during peak service request hours to provide optimal remote support to twenty law firmso Trained and mentored new employeeso Interviewed job candidates alongside CIO and SD Managero Wrote technical assessment for vetting job candidate skill-seto Directed client-intake process: On-site meetings at client office, documenting environment, and transferring acquired knowledge to Service Desk teamAcquired Knowledge:o Active Directory Users and Computerso Adobe Acrobat Proo Blackberry Enterpise Server administrationo Cisco VPN Client- Configured and diagnosed connectivity issueso Citrix- Client installations, Session Administration using: Access Management Console, Shadowing Toolbar, Desktop Directoro Document Management Systems: Client Profiles, DM5, DocsOpen, iManage Filesite v8.2 - v8.5, Worldox – Client Installations, Administration, User Suporto Handhelds- Android, Blackberry, iOS, Palm Treo, Windows Mobileo Innova Numbering/Letter Suiteo Javelan- Utilized Queue Management Console/QStat to ensure invoices cleared queue, reprint jobs, or end frozen processes on the servero KwikTag- Administered scanning softwareo Microsoft Office 97-2010 - Advanced document support, application add-in support, and troubleshootingo MimeSweeper- Released blocked emails, managed blocked senders/trusted senderso Operating Systems- Windows XP - Windows 7, Windows Server 2003/2008, OSXo PDFDocs- Installation/Supporto Remote Software- Enteo, GoToAssist, Remote Desktop Connection, SCCM 2007, VNCo Symantec Endpoint Protection- Installs, client management, Scan/Update scheduling, virus removalo Terminal Server- Provided support for Server 2003/2008R2 TS Sessionso Ticket Tracking Systems – Heat, ITSM, Track IT, Access Database Ticketing Systemo Tricerat Screwdriverso ThinPrinto WordPerfect- Install, MS Word Conversions, Supporto Workshare- Installs, license file replacement, Support Show less

Help Desk Analyst

• Feb 2008 - Jun 2008

Acquired knowledge: ▪ iManage- Trained in the workings of the interwoven document management system in order to provide end user support ▪ Installed & tested on firm PCs, Re-imaged PCs and upgraded PC memory in order to meet system requirements ▪ Microsoft Office- Gained extensive knowledge on troubleshooting user errors, document corruption, and installation of all Microsoft Office programs. Rigorously learned Microsoft Outlook program ▪ MacPac Numbering- Learned to troubleshoot errors and utilize the MacPac numbering program ▪ DeltaView- Learned to troubleshoot issues with document comparisons ▪ Ultra VNC- Utilized the VNC tool in solving end user issues ▪ Active Directory- Administered user accounts; reset user passwords, altered mailbox rights for user delegation, updated distribution lists ▪ End User Ticketing Environment- Recorded all work performed; tracked and resolved open issues in database, forwarded tickets to proper employees to handle issue, followed up with users after ticket was closed to make sure issue was resolved ▪ DocsOpen- Provided user support for DocsOpen document management system ▪ Kwik Tag- Located lost documents in barcode scanning and faxing system, provided user support ▪ Administrative Experience- Managed user accounts in EMS emergency messaging system, Postini Spam filtering service and Cliqbook travel booking service ▪ Other Office Tasks- Reimaged PCs, managed spyware and viruses, set up multiple PCs in conference and training rooms over multiple Ethernet switches, compiled data CDs for attorneys Show less