SUMMARY:

• Strong multi - skilled team player, “White-glove” Senior level Executive advanced support experience, expert at identifying and resolving technical issues, streamlining processes, architecting automated system solutions.
• Customer tact and diplomacy, advanced Mac and Windows support, consults and trains on new and existing systems and applications.

TECHNICAL SKILLS:

Platforms: Apple Server, Mac OSX Mavericks, Yosemite, El Capitan; Windows XP, 7, 8, 10, Office365

Virtualization: VMWare Fusion, Parallels, Safe-Net Token Manager, Adobe Marketing Cloud, Cisco Juniper VPN

Tools: Apple Remote Desktop, Bomgar, Microsoft MDT, Dell KACE, McAfee Enterprise suite (ePO, DLP, HIPS, AV EE), Active Directory, DameWare, PXE Boot, ServiceNow, GOOD, FreshDesk, TeamViewer, Sophos Cloud Endpoint, CrashPlan backup, Munki, DeployStudio

Applications: MS Office Suite 2010-2016 - Win and Mac, MS Visio, SharePoint, Outlook, Office365, Entourage, Exchange, Skype, Adobe Creative Suite, Adobe Acrobat Pro, iWork suite, Google Docs, Google Sheets, Google SlidesLanguages: Apple Script, UNIX, Apple Terminal, HTML, Excel VBA, SQL, MS DOS

Databases: MS Access, FileMaker Pro, Cognos, Brio, Concur, Ceridian, Lawson, Replicon

PROFESSIONAL EXPERIENCE:

Confidential, Norwalk, CT

Senior IT Administrator

• Reported direct to CTO
• Cloud Hosted Exchange 2013 management: Account creation, Distro lists and Spam filtering management
• Office365 Administration: Account and license management, Exchange mailbox and resource creation/testing
• Managed Munki and DeployStudio for Mac OSX imaging, policy management, software upgrades
• Zoom Video Conference SME for Client/Zoom Room installation, Outlook integration, end-user training
• VoiP setup with Cisco phones and Lightpath phone number portal administration
• Managed CrashPlan Pro account creation/license bonding to routines for local and off-prem backup storage
• Handled company Intranet change requests for cloud hosted iMeet Central

Confidential, Stamford, CT

Senior Systems Support Manager

• Mac and PC Specialist, manage day-to-day hands-on operation of host computers by monitoring system performance, configuration and Break\Fix work. Develop new system and application implementation plans, custom scripts and testing procedures to ensure operational reliability. Provisioned and decommissioned equipment for onboarding and off-boarding of employees\executives. Championed many process improvement projects, worked with outside vendors, indirect reports and internal personnel.
• SME of Mac server network and Mac desktop user community in a Windows Enterprise environment
• Support all levels of staff including C-level executives with professional and approachable attitude.
• Provide technical support services across multiple technology disciplines including McAfee Endpoint Encryption, Host Intrusion Prevention and DLP for Desktop, Cryptocard and SafeNet soft/hard token setups, SMS and DELL KACE query/deployment, DHCP, Cisco Juniper VPN client, Active Directory to add/remove and modify accounts.
• Implemented Acronis and MDT Windows 7 images for various Dell platform computers
• Active Directory and Dell KACE to administer accounts, GPO, deploy software packages, password resets and inventory of over 600 PC and MAC hardware and software assets and licenses.
• Instrumental in increasing security at the desktop level with installation of McAfee anti-virus suite and ePO monitoring on all Mac desktops and laptops.
• Troubleshoot Windows and Mac network issues, managed AD, security groups and user server permissions
• Responsible for $300K IT budget for various departments.
• Managed local inventory and life-cycle maintenance of PC’s, Mac’s, servers, printers and network equipment.
• Responsible for office setup\relocation of users, installation\setup of telephony, printers and PC\Mac equipment.
• Created RFP, ROI and AFE assessments for large scale IT projects.
• Support all PC and Apple end-user device technologies, application integration and associated workstation services, operating systems, mobile devices and utilities related to desktop services.
• Strong communication and problem resolution skills
• Supervised new hire processing, account requests, verification, orientation, complex equipment configuration.
• Subject matter expert on all MS Office suite applications for Mac and PC.
• Supported ITIL best practices in a secure environment that is SOX and ISMS ISO27001 compliant.
• Managed BCP (Business Continuity Plans) and DR (Disaster Recovery) initiatives for Marketing and IT groups.
• Assisted with weekly Exchange mailbox migrations of Mac (v2011) and PC (v2007-2010) users to O365.
• Installed Microsoft Sign-in Assistant to connect users to the MS ActiveSync server for license authentication
• Gradually replaced older versions of MS Office with version 2013 for PC
• Setup of Microsoft OWA\Outlook app on iOS and Android devices
• Installation and support of MS Lync\Skype for PC and Mac
• Created MS Access database that would import campaign data from Oracle system, allowing campaign managers to track whereabouts of solicitation campaigns and run reports to see where bottlenecks are to correct them.
• User efficiency increased by 100%.
• Missed mail dates reduced by 45% as result of more accurate tracking and reporting on campaign life cycle.
• Better insight into forecasting campaign pipeline for aligning / allocating internal resources.

Confidential

Systems Support Manager

• Performed regular Mac server backups on prem and cloud based.
• Installed and monitored Mac server security and pushed OS X system updates to the desktop community.
• Excel Macro design for streamlining report generation from various systems
• Handled MAC OS migration from OS9 to OSX 10 for over 125 machines
• Managed subsequent OSX upgrades and hardware refresh when each new OS was introduced
• Monitored resources ensuring project timelines were met within stringent budgets.
• Moderated pilot test, recorded successes and failures, reported findings to vendor.
• Designed support documentation for project sponsors and user base.
• Increased productivity reducing turnaround time by 3 days.
• Moved 500 users over a weekend to reduce user downtime.
• Led inventory reduction initiative recycling obsolete equipment. Reduced inventory 65%.
• Enhanced operations and reduced costs consolidating Mac servers by 50%.
• Reduced user downtime by suspending support ticket policy for move related requests.

Confidential, Tarrytown, NY

Integration Specialist

• Built and configured networking equipment - rack mounted routers, switches and modems for clients
• Supported day-to-day on phone and in-person helpdesk service requests
• Built, repaired, configured and installed HP, Dell and Toshiba desktops and laptops
• Managed Marketing campaigns and budgets to promote 7 product lines
• Successfully generated up to $1.5MM in new sales per product