Objective

To expand on current experience and education. To progress towards long term technical career goals.

Summary of qualifications

To date, an ITIL trained, comprehensive systems manager and ServiceNow SME, experienced webmaster and developer - Network , A , and Lexmark Certified PC hardware/Software/Printer/ Network/Server Technician with multi-platform PC/MAC/network design, consulting, and migration experience, 12 years of technology related work experience, 5 years of field service support experience, and 6 years of development experience, 5 years of Service Management and Process design experience holding a CIS Degree in Software Engineering, trained for an MCSA/MCSE Win2003 experience in WS/SRV, Network Management, Network Design, VPN, Directory Services, Security Design Business Sales Representative and Business Manager with 15 years of customer service and 5 years supervisory experience, familiar with most primary operational controls and procedures.

Skills and abilities

• Strong Network and System Security background with Symantec and MacAfee commercial and
• desktop products, in addition to countless third party and minor security vendors. Security
• implementation, deployment, migration, and troubleshooting background. Network security
• management, monitoring, and testing background in Cisco, Symantec, Iris, iPrism, Juniper, Linksys.
• Formal training in Security Assurance and Compliance Associates Degree studies . Experience in
• HIPAA SOX regulated security environments.
• Language Experience in JavaScript, ActiveX, Java, Java .NET, C , VB, WinBatch, Command Shell
• Scripting.
• Packaged software experience with SMS, proprietary software distribution systems, Installshield,
• Microsoft native Software Distribution Services
• Strong Administrative skills and can type 60-70 wpm
• Cold Sales/Customer Service Training and Experience
• Outbound/Inbound Call Center Experience
• Extensive Multi-Industry Customer Service Experience
• Proficient in MS Word, Excel, IE, Outlook, Win9x/NT/2000/XP/VISTA/7, WAN/LAN, TCP/IP, proprietary
• software programs, Database operation and maintenance, Remote Services, PC/Network
• Setup/Upgrade/Configuration/Maintenance/Addressing/Security/Backup, CLI/shell/DOS, Programming
• Theory, Internet technologies, Utility Development
• PC/MAC/Network Hardware/Software/Office Design/Consulting/Support Experience
• Site migration/upgrade experience
• Relational Database exposure, Oracle, SQL, Postgres, MySQL, MS Exchange, and SMS Familiarity
• GUI Linux/Unix experience
• Professionally Experienced Web-Site authoring/site maintenance HTML, Java, CGI-scripting, domain
• registration, graphics processing, document management , IIS 5.0/6.0/7.0
• Experienced in PC/Network Installation/Upgrade/Maintenance/Repair and data recovery services.
• Privately providing home wireless and wired network installation, configuration, and troubleshooting.
• Application Development, System and Site -Design and Engineering Experience
• Server and Network support, both remote and onsite.
• Citrix support experience.
• Enterprise backup management.
• Active Directory/Group Policy design, implementation, and management experience
• Enterprise Centralization engineering and administration experience.
• Network, telecom, and VPN engineering and management experience.
• Graphics Arts web publishing experience with Adobe Photoshop.
• Document proofing and publishing experience.
• SDLC Management Experience
• Service Management Process design and Analytics
• ServiceNow Certified SME

Work experience

Confidential

Solutions Consultant Service-Now

• Specializing in the Service-Now product suite, provided presales and implementation through steady state rollout, and operations design and development for the University of California, Davis Campus both in an onsite and remote capacity. As technical product SME participated in business process/requirements design and gathering, Responsible for good practice SDLC development, testing, and release. Rolled out and supported the Out-of-Box applications Service Catalog, LDAP, SAML2/SSO, Incident, Configuration, SLA, Reporting, Self-Service, Problem, and Knowledge as well as developed custom administration modules and applications.
• Specializing in the Service-Now product suite, provided implementation and development for Celgene Biopharmaceuticals, NJ in an onsite and remote capacity. As technical lead, analyst, and developer participated in business process/requirements design and gathering, Responsible for good practice SDLC development, testing, and release. Applications LDAP and SAML2/SSO integration, Incident, Configuration, Problem with CAPA, Change and Knowledge under direction from the ServiceNow PSO.
• Specializing in the Service-Now product suite, provided implementation and steady state operations support. Assisted in design and development for Isis Payment Systems JVL Ventures, TX both in an onsite and remote capacity. As Technical team lead, technical product SME, and lead developer participated in business process/requirements design and gathering, Responsible for good practice SDLC development, testing, and release. Rolled out and supported Service Catalog, Change, Incident, Configuration, Asset, SLA, Reporting, Self-Service, Problem, and Knowledge as well as developed custom administration modules and applications.

Confidential

Service-Now Administrator / Configuration and Process Analyst / Developer

Contracted through Eclaro International to provide Service-Now application and process design and development. Applied Javascript, Jelly, XML, HTML customization of the ITSM tool's web interface and form/UI development primarily for the Service Catalog and Incident Management Modules and supporting components of Configuration. Developed workflows and product documentation, including End-User Use Case Unit Test plans within defined requirements as an onsite SME.

Confidential

Service-Now Application Development Manager

Contracted through Addison Search Ventures, LLC. operating remotely, to provide steady state Javascript and UI development for multiple financial and customer service departments. As a sole developer /administrator, responsible for all stages of the Software Development Life Cycle SDLC , from business and requirements gathering, analysis, and documentation, to initial and UAT development, through controlled release and production support. Developed and implemented database table structure/elements, data management, and relationship structures as required. Developed forms, inbound and outbound notifications and handling, and element/UI controls, Developed imports and transforms for Oracle and XML SOR automated data feeds, implemented infrastructure FTP Server services in support of data feeds for Task/Incident, Business Service, and customized software structures. Developed in Javascript/HTML utilizing standard JavaScript and proprietary glide/ajax/jelly libraries for client-side, server-side, user interface UI , email, and role/group based security through Business Rules, UI Policy, and Client side scripting. Implemented an augmented ITIL managed software release process for development, unit testing, documentation, regression testing, user acceptance testing, and multi-environment code promotion using managed update sets.

Confidential

Solutions Engineer

Providing remote online services for client companies' Staples and OfficeDepot end-user customer base. Remote online services include Windows XP/Vista/7 OS/application software diagnostics and repair, Virus and malware removal, system performance tuning, wired and wireless printer and network setup, configuration, and support and help desk services for both end-user and in-store technicians.

Confidential

Service-Now Systems Developer/Administrator

Contracted through SkylightSys, Inc., operating in Windsor, CT as a member of the SAS/SAE group for the implementation and administration of the Service-Now web-based ITSM tool. As part of the development and administration team, facilitated the implementation of the Configuration Management/CMDB and Service Request Catalog workstreams. Participated in design and implementation of the database table structure, data management, and relationship structure establishment. Developed data imports and transforms for system consolidation in coordination with the Integrations and Architecture group. Designed, implemented, and managed extensive role based system security. Developed in Javascript/HTML utilizing standard JavaScript and proprietary glide/ajax/jelly libraries for client-side, server-side, system user interface UI , email, and security. Operated within the ITIL managed software release framework for development, unit testing, documentation, regression testing, user acceptance testing, and multi-environment code promotion through a managed update set process.

Confidential

Intranet Webmaster / Assistant Systems and Network Operations and Security Administrator

Primary responsibilities as the Intranet Webmaster include the implementation, development, and maintenance of the company intranet site as a central company information hub for centralized e-documentation and internal information dissemination. Other responsibilities include site administration and backup, content and document proofing MS Office Products , graphic arts Adobe Photoshop , document and code management, site tracking and marketing, and HTML/Javascript/ActiveX integration. Pilot Intranet site ramped to 50,000 hits/year with user base 75-100 employees. Site administration including C supporting application development for site automation. Responsibilities as the Assistant Systems and Network administrator include the implementation of centralized and managed software management through WSUS and AD policy configuration, Active Directory and DNS maintenance, remote and onsite support across 5 office locations in the greater Springfield area, as well as installation, configuration and management of both a Windows Server 2008 production web environment and a Microsoft Virtual PC Win2k8 testing and development environment. Site backup available as a portfolio item on request. Security products Symantec CE 8/9/10 administration via SMC.

Confidential

IT Systems Manager/IT Security Manager

As the single company administrator, providing comprehensive technical support and administration of all company technology assets serving in the roles of IT Security Manager, Network and Systems Administrator/Engineer, and end-user support. Responsible for all aspects of daily technology operations, management and monitoring, including, but not limited to, internal and external client user management, internal security auditing/management and penetration testing, documentation management, project management, network and IDS/IPS management, and systems management and recovery. Projects include the centralization of company technology management through Active Directory implementation workgroup to domain migration , automated AD software distribution, propritery application manual version control, centralized antivirus management through Symantec Endpoint Management Console implementation, organization wide migration and deployment of Symantec Endpoint security from Trend-Micro PC-cillin, centralized patch management through Windows Server Update Services, implementation of hardware asset and software license tracking and management through compound NMS installation OpenNMS, Spiceworks, and PacketTrap , implementation of localized DNS services, migration to workstation DHCP, implementation, configuration, and management of company business to business and remote access VPN tunnels, client process and system integration, and server retirement, consolidation, and provisioning. Support scope includes 20 desktops, 30 servers Dell Hardware Vendor, MSSQL farm , supporting network equipment from iPrism, SonicWall, Cisco and Linksys, remote site VPN and hardware, development environment, and multiple ISP datacomm uplinks. Responsible for group policy and logon script development/implementation and management. Macro support and development. Participated in a yearly external client HIPPA Security/Compliance audit. Industry sectors Finance/Insurance.

Confidential

ITIL Service Desk Technician/Desktop-Network Security Administrator

Provided remote and onsite managed service support and monitoring for all internal and client environments. Developed and implemented custom applications,C , Command scripts, VB, WinBatch, for Antivirus reporting management and monitoring of Symantec CE 10 via SMC. Implemented software and asset management policy and collection scripts, Winbatch integrating javascript/java for hardware and software license auditing. Tracking, inventorying. Internal office and executive support included the Corporate Headquarters in Springfield, satellite offices in CT, NJ, and Boston, colocation facility, and nationally distributed remote users and contractors for all company equipment IBM T-series Laptops, Blackberry and PocketPC PDAs hardware and software, assorted standard and non-standard peripherals, and all internal printers, Proliant servers, IBM blade servers, VMWare virtualized machines, VPN and Cisco Networking equipment as a Domain Administrator managing a Windows 2003/2000 ActiveDirectory/Exchange 2003 environment within a first tier ITIL support framework process. Monitoring and management tools included Service-Now ITSM, Solarwinds NMS, IBM director, HP CIM, VMware VirtualCenter, RDP, and Windows Terminal Services/Remote Management MMCs. Responsible for monthly Iris driven security remediation patch deployment for internal office servers and VMs both manually via Windows Update and automatically using Patchlink deployment software. Responsible for tape backup monitoring and management using Legato and Symantec BackupExec. Responsible for process documentation. Built/Configured surplus equipment into a custom rolling rack test environment with x7 Proliant G1-G3 DL3xx, x1 HP SCSI Smart Array SAS, and x3 Cisco 29xx, x1 PIX 509 firewall network. Supported client environments in VM, Server, and Network monitoring and security remediation, including Citrix Load balanced cluster environments, Windows 2003, and Red Hat Enterprise Linux with limited client desktop support. Client industry sectors included manufacturing, communications, biotech, and non-profit.

Confidential

Level II/III Systems Support Engineer

Short Term contracted by Johnson Hill Staffing, Inc., providing full scope support to students, faculty, and administration for all institutionally and privately owned devices including, but not limited to, US International PC/MAC hardware desktops laptops , associated peripherals printers/scanners/PDAs, including Blackberry/Palm, etc. , operating systems Win 2k/XP/Vista, OS 9/X , supported application software, and network/telecom hardware/security access via campus provided Mcafee VShield corporate, various Symantec and Norton products, coordinated campus network security through Cisco network side extensions security access and compliance software across campus and dormitories in a break/fix and upgrade capacity.

Confidential

Systems Migration Technician

Short term contracted by Spherion Staffing, Inc. to facilitate lease-end desktop and laptop hardware and peripherals transitioning from Dell to Lenovo commercial systems for Sun Life Financial, Inc. formerly Genworth Financial in Windsor, CT. Responsibilities include equipment inventory control and tracking, shipment receipt, return preparation, physical installation of new devices and removal/tracking of old equipment, DOD data removal, automated migration staging, and general migration support.

Confidential

Systems and Development Engineer

Contracted by Apex Systems, Inc, to provide PC/Laptop refresh services for ING Financial Farmington Ave., Hartford CT. Developed and customized the JSMT Suite migration script software, Winbatch integrating VB, Shell scripting, IBM Java integration for project use. Providing internal script, build image reengineering, SMS and proprietary software distribution system customization for SP2 migration compatibility, site production management, and project database development and administration. At client request, additionally providing application, systems, facilities, network infrastructure, site -design, engineering, and management -support for the Hartford Windows XP workstation national migration and deployment center environment providing resource request and acquisition providing Active Directory User and Computer Account Management, automated PC/Laptop inventory collection, XP user migration, commercial and proprietary application installation and support, and process design, improvement, and management providing client hardware and software - upgrades and support, and PC/Laptop asset inventory control.

Confidential

Field Service Systems Support Technician

Contracted by Nettech Consulting to provide comprehensive field service support for desktops/laptops, conventional/unconventional peripherals, printers, networking, and servers. Supporting hardware, software, and automated packaged software distribution services within the Fleet/Fleet Investment Services/Bank of America/Banc of America International Investment Service's merged and migrating enterprise domain network environment in a break/fix, move/add/change, 24/7/365 on-call server, migration, and project support capacity for all branch locations, offices, lockboxes, cash vaults, call centers, investment centers, data centers, development centers, processing centers, security centers, and remote access users throughout the northeast. Primarily responsible for the Western Massachusetts and Connecticut territory consisting of 10,000 employees, associates and executives. Notable OEM support scope includes IBM, Intel, Microsoft, HP/Compaq, Dell, Lexmark, Xerox, Cisco, and Nortel as well as a number of third party and rebrand manufacturers. Responsible for OS support of Microsoft Windows 2000/2003/XP workstation/server platform and full commercial/proprietary

application/service/driver/script support for installation, upgrade, configuration, and repair. Duties include warranty and out of warranty service and logistics, real time trouble ticket tracking through Hewlett-Packard's ticket dispatch and Footprints helpdesk reporting software, work order billing, and expense and time reporting. Experience using tools such as Symantec GHOST, Microsoft and IBM Tivoli remote support and installation software, Winternals, Linux, Windows console, XPE repair environments, terminal and command processor environments, system scanning, cloning and clone preparation ware, as well traditional electronic/mechanical hardware tools both organizationally and self provided as required by task. Operating as a Vendor/Contractor participating in project support with other third party vendors such as Verizon, Netversant, Nextira, EDS, Blackbox, and coordinating

with internal support associates such as first tier helpdesk, project coordinators, onsite support and NOC administrators.

Systems Migration Technician

Contracted by Nettech Consulting to facilitate an HP platform/teller station setup/migration as part of the Fleet Bank/Bank of America merger at various branch office sites in the Northeast MA/CT . Duties include disassembly of legacy stations and printers, setup and presentation of new roll-out machines under the supervision of the Nettech on-site Network Administrator Lead and Fleet/BA Field Service Agents.

Confidential

Internet Security Resolution Agent

Working through Teletech Financial Services Management, providing a direct subscriber liaison, providing client-side education of security implementations for the monitoring and control of their SOHO network/stand-alone system's environment. Responsible for the enforcement of Charter Communication's residential Authorized Usage Policy and the completion of corrective action to ensure future subscriber compliance and the suppression of network

threats and abuse, including, but not limited to, spamming, hacking, virus/worm infections, and DMCA violations.

High Speed Data Specialist

Working through Teletech Financial Services Management, providing Tier II help desk supporting a national DOCS user base in residential and limited commercial WAN connectivity, SOHO LAN client to WAN connectivity, client-side browser/email client functionality, web-based email/account management operation, network related OS and third party software support, remote equipment monitoring and troubleshooting utilizing web-based network and database management tools.

Confidential

Working through Teletech Financial Services Management as a Call center representative utilizing ACSR/KMS software TS/WBEM , performing account billing functions and adjustments, the processing of direct labor work orders on a client's behalf, and providing multi-tiered product support/RF communication network troubleshooting and product specific information to customers.

Confidential

IT Purchasing Account Manager/ Sales Representative

Working through Teletech Financial Services Management, providing single point-of-contact PC/Mac/Network consulting for, in excess of, 550 small business to corporate, business to business technology and office supply purchasing accounts with emphasis on long term customer service relationships, marketing prospectus, technical integration ability, and open account pool polling.