Senior Technical Support Engineer

• Jul 2018 - Present

Lead IT Support team to provide superior customer experience Team Lead Coordinator: Acts as a first contact for all clients and creates an inviting, professional atmosphere Responsible for day to day IT operations Discusses client needs and desires for improvements Oversees user production and solves problems as they arise Maintains office and user equipment Follows up with clients and vendors Investigates possible business issues Trains new hires on expectations and daily activities Zendesk ITSM Management and administration Liaison with Development staff, customers and senior management Technical Experience: Microsoft Windows Desktop OS Office 365 Business and Enterprise Editions Desktop Hardware Configuration and Management Microsoft Dynamics (SL / GP) Mobile Device Management - MaaS 360 Active Directory Administration and User Management Documentation and process development Voip phone management DUO Authentication Show less

IT Consultant

• Feb 2018 - Present

IT Systems Consultant

• Nov 2007 - Present

Developed, implemented and managed technology platform for Blue Sunsets. Platform includes hardware, software, network and mobile systems for three business lines: real estate development, angel investments, and book publishing. www.bluesunsets.com, www.thepurposeisprofit.com Developed, implemented and managed technology platform for Blue Sunsets. Platform includes hardware, software, network and mobile systems for three business lines: real estate development, angel investments, and book publishing. www.bluesunsets.com, www.thepurposeisprofit.com

Adjunct Instructor

• 2001 - Present

Help Desk Manager

• Jul 2016 - Dec 2017

Providing state of the art IT support for rapidly growing educational publisher. Navigated organization through multiple technology changes including Email migration to the Microsoft Office 365, Cisco VPN and Office 2016. Providing state of the art IT support for rapidly growing educational publisher. Navigated organization through multiple technology changes including Email migration to the Microsoft Office 365, Cisco VPN and Office 2016.

Network Administrator

• Jun 2015 - Apr 2016

Responsible for operational support of network, desktop and systems infrastructure for a leading radiology firm in Dutchess County. I provide IT operational and compliance support for the radiologists, the medical team and support staff. Key Responsibilities/Contributions • Shared collaborative approach to support 24 x7 operations • Maintain highest level of security and confidentiality of patient data and information • Team lead for firewall replacement project that provide network security as well as VPN connections for critical radiology modalities • Deployed VPN appliances at residential locations to support new remote radiologist case load • Took site responsibility during recent site and email migration • Maintained and improved critical equipment compliance program for MD diagnostic stations Show less

Field Support Manager

• Jul 2005 - May 2014

Managed globally based business unit’s US IT support operations. Employed entrepreneurial approaches to solve technology issues and concerns while maintaining compliance with corporate standards and practices. Key Responsibilities/Contributions • IT liaison for account transitions (acquisitions and divestitures) • Level III Management of four sites and four thousand users in the North America region • Grow, hire and development a team of employees and contract workers • Provided file Server and printer support to four sites in the North America region • Configure, maintain, upgrade and support all servers, workstations, peripherals and laptops • Provide end user training, in the use of PC workstations, applications and the networking environment • Respond and resolve user IT problems and system integrity issues as per SLA. • Utilized change management tools to perform moves, adds and changes to the network and PC devices as requested • Provided training to new team members. • Managed team operations during a corporate-wide migration from Windows XP to Windows 7 Show less

Network Manager - Director

• Oct 2000 - Jun 2005

Responsible for specifying, implementing and managing the IT infrastructure and network environment for USI Companies, an Inc 500 company. Implemented IT platform including hardware, software, network and mobile systems for North America, Hong Kong and Manila. Responsible to manage IT budget and maintain operating standards ensuring quality, timeliness and consistency across the enterprise. USI Significant Achievements: • Established enterprise-level Windows Domain infrastructure to serve 350-person company. • Created Virtual Private Network between 12 corporate offices and 28 customer sites • Established hardware, software and application standards containing IT expense while business expanded at 40% average annual compounded rate • Performed seamless "in place" upgrade to Active Directory and migration to Microsoft Exchange 2003 • Implemented comprehensive portable offsite “War Room” with a direct connection to HQ • Implemented Arcserv backup for servers and proactive Retrospect image backup for workstations Key Responsibilities • Total Management of 12 corporate sites and 350 users in the North America, Hong Kong and Manila including file server maintenance, network printer management, and associated software upgrades • Established IT standards with responsibility to configure, maintain, upgrade and support all servers, workstations, peripherals and laptops at required software revision levels • Provide end user orientation and training for PC workstations, applications and networking • Provide cross-functional support for customer-facing applications (Sequentra Solutions) • Employed third party hosting organization to establish a reliable 24/7 service for extranet applications Technology Portfolio: Windows Server 2000/2003, Windows XP, MS Office Suite all versions, Lotus Notes Release 5, MS Exchange/Outlook 2003, Active Directory, TCP/IP, PC Repairs, TrackIT, Symantec, Adobe Acrobat Standard/Pro (Versions 5-8), Blackberry Enterprise Server Show less

Consultant

• Jan 1999 - Oct 2000

Provided second level Notes support for various clients in the Stamford area. Managed transition to new corporate HQ. Implemented third party software into Notes environment including quality testing and demonstration support. Provided day to day support for managers and users. Provided extensive documentation for installed applications. Provide in house maintenance of Notes and NT servers Evaluate and recommend processes to upgrade and implement new servers. Implementation of advanced directory services to meet client needs Show less

Systems Administrator

• 1998 - 1999

Responsible for all computer systems for software development organization Maintain, support, upgrade NT based servers for Notes developers. Manage complete network infrastructure. Installed AS/400 enabling DNS resolution for TCP/IP and porting of Notes applications to midrange systems. Support demonstration laptops for sales staff. Provide Notes Administration for local install base of physician offices. Support remote demonstrations of SW using PCAnywhere. Participate in RFQ’s for new client bids. Provide pre and post sales engineering for new Notes Domino installations. Consult on site as needed to troubleshoot and implement efficient operation of new systems with business partners. Document installation procedures Show less