Infrastructure Manager

• Feb 2022 - Present

Director Of Information Technology

• Feb 2020 - Feb 2022

● Promoted from lead Systems Engineer to Director, focusing on partnership with clinical and administrative stakeholders.● Responsible for long term strategic planning of infrastructure delivery and end user experience.● Delivery of the organizations most critical applications, ex. electronic health records (EHR) and data warehouse (Tableau)● Build strong vendor relationships. Leverage those relationships to maximize purchasing/leasing power including but not limited to computers, peripherals, cell phones, copy machines and telephone systems for multiple locations.● Ability to “roll up one’s sleeves” and assist in daily support of workstations, servers, networking equipment, mobile devices, copiers, fax machines and telephone equipment.● Plan, implement and oversee all aspects of infrastructure and systems maintenance, upgrades, and enhancements.● Ensure maintenance of highest-level security for access and data, including data backups, off-site storage of data, virus protection, contingency, and disaster planning.● Make recommendations regarding system upgrades, software/hardware acquisitions, capacity planning, and capital project while exercising fiduciary responsibility and alignment with organizational strategy.● Create, maintain, and update diagrams/documentation of evolving infrastructure and operational procedures.● Work cross-functionally with internal and external peers to accomplish assignments with the primary goal of assisting our customers with maintaining business continuity.

Lead IT Specialist

• Oct 2013 - Feb 2020

● Manage and support of multi-site infrastructure comprised of VMware vSphere, Windows Server, AD, DNS, DHCP, Exchange, Pulse Secure VPN, Lync, Cisco Meraki switches, & APs.● Responsible for short and long-term projects of network, server, desktop support activities. ● Provided technical L1, L2 & L3 hardware and software support for end users including C level executives.● Management and deployment of cloud services, O365, Azure, Sophos, Mimecast, Manage Engine and iLand.com.● Deployed and managed, Silver Peak SD-WAN, Manage Engine Desktop Central, Cisco Meraki Routers, Switches, Access Points, Veeam Backup & Replication.● Migration from Sprint MPLS to Silver Peak SD-WAN● Migration from Cisco switches, & APs to Cisco Meraki Cloud Manage switches, & AP’s, with Radius NAC support● Worked as part of a global team to ensure high availability of IT infrastructure.● Perform technical support service duties to help maintain a broad range of installation, upgrade, roll-out & troubleshooting projects for Windows network with strong focus on delivering a “White Glove” service to clients. ● Oversaw and participated in the IT budget planning process for capital expenses pertaining to technology projects; developed forecasts for funds needed for IT maintenance renewals, equipment, & research of new technologies.

Technical Account Manager

• 2012 - Oct 2013

● Performed remote and on-site technical support service duties to help maintain a broad range of installations, consistently resolving 600+ tickets per month.● Diagnosed, resolved, and prepared root cause analysis for hardware/software connectivity issues.● Performed daily server administration, Configured, monitored, maintained, and troubleshot Exchange server and associated technologies for e-mail data transport (Anti-SPAM, DNS, SMTP) and Outlook Web Access (OWA). ● Resolved VPN and network connectivity issue to ensure that customers have 99.999% system uptime.● Provided customer field engineering training and support of data storage equipment.● Provided training, and guidance to new and inexperienced technical support team members.● Assisted with Microsoft Exchange migration from 2010 to 2013.● Daily backup and restore of customers’ data to and from private cloud data center.

Client Service Representative

• 2005 - 2012

● Managed highest volume of sales calls and consistently exceeded department quota by 50%+.● Generated the highest average revenue per unit in all three product lines of video, data, & telephone.● Worked cross-functionally with various internal departments, and management team to ensure timely customer service and installation to our B2B customers.● Assisted in the development of an incentive-based sales program to market Charter Business bundle that resulted in a 20% increase in overall revenue for the business sales unit.● Provided remote telephone support for FortiGate firewalls, Cable Modems, Embedded Multimedia Terminal Adaptor (E-MTA), and networking issues.