OBJECTIVE:

I am in pursuit of an IT Team Lead/ Technical Project Manager position in which I can continue to grow in technical knowledge while improving organizational effectiveness and productivity. I am a skilled professional with a proven ability to identify, analyze, and solve problems to increase customer satisfaction. I am highly motivated, enthusiastic, and a versatile IT professional. I am goal-oriented, and a decisive team leader who recognizes the importance of group cohesiveness. I am a self-starter in mastering new computer technologies and committed to staying in the field. I am someone who understands the importance of good communication and maintaining an open channel of ideas for the betterment of work flow between peers.

EMPLOYMENT HISTORY:

Confidential

Network Administrator /IT Operations Manager

• Manage infrastructure planning and design related activities
• Interface with central IT staff as directed responsible for the physical infrastructure
• Coordinate and oversee status for the availability and performance of the IT infrastructure
• Oversee organizational and configuration documentation for IT infrastructure
• Participate in Change Control Board activities with an awareness of the environment and associated change control processes
• Approval of documentation, processes and all activities that relate to the release of production software, configuration and hardware/software infrastructure changes
• Manage deployments and ensure fulfillment of relevant processes and procedures.
• Manage incident resolution activities from identification through resolution including escalation and status
• Work as a liaison on communication with IT leadership and business stakeholders from occurrence through problem solving, resolution, and debrief/learning
• Develop and maintain Standard Operating Procedures SOPs for the Infrastructure environments
• Oversee optimized efficiency of Production Support team by overseeing the automation of manual and repeating tasks
• Ensure standards and best practices are implemented throughout IT development, operations and production control
• Manage releases for Test, Integration, and Production environments
• Supervise quality assurance tests for maintenance and releases of new software, patches, and equipment upgrades at the server level
• Identify risks and issues surrounding the IT infrastructure and operating environment while developing and executing mitigation plans and resolutions

Confidential

Team Lead/Technical PM

• Manage the windows team that supports majority of the server infrastructure
• The teams managed most of the critical projects such as upgrading and stabilizing the blackberry enterprise system v5.02 MR3
• Design, implementation and upgrade of the current terminal server environment to a 600 user Citrix based Virtual Desktop Interface VDI solution that is built to be scalable
• Upgraded current SQL 2005 enterprise system to a more stable and scalable 2008 SQL enterprise cluster that has a redundant backup mirrored solution and a database level NetApp Snap Manager based backup
• Enhanced current Symantec NetBackup granular level mailbox backup solution to a NetApp based mailbox level backup solution
• The team is also responsible for all operations and maintenance daily tasks
• All projects to enhance the existing environment or implement any new systems are carried out by my teams

Team Lead/Technical PM

• Acted as liaison between IT management, business groups, and technical teams to ensure that all projects are handled in a timely manner.
• Managed all Windows systems.
• Managed teams to upgrade all systems from Windows 2000/2003 to Windows 2008 platform.
• Followed an ITIL service model maintaining predefined SLAs for all task s carried out by the teams.
• Managed teams through crucial projects such as the transition from a standalone print server to a clustered print solution the upgrade of the domain level from 2000 to 2008 the upgrade of Exchange from 2003 to 2007', the upgrade from SQL 2000 standalone server to Enterprise SQL 2008 cluster the upgrade of the VMware environment from ESX 3.5 to ESX 4.1 the upgrade of BES from 4.9 to 5.02 MR3. Implemented SharePoint and customized the workspace for several departments. Designed and upgraded storage solutions using scalable NetApp Filers etc.
• Supervised, designed, and implemented the transition of all critical systems from standalone platforms to failover cluster systems that greatly increased the availability of the Infrastructure.
• Designed and implemented periodic system maintenance using Shavlik and WSUS servers to patch all systems.
• Performed security audits using Nessus, and other tools, to report security findings.
• Proactively access items of risk and vulnerabilities to the infrastructure and recommend remediation.
• Evaluate and design new solutions to improve business functionality.
• Documented computer security, policies, procedures, and testing processes.
• Designed, implemented, and maintained all critical virtual, clustered, system solutions.
• Managed teams BES, Windows, Database and UNIX of personnel responsible for maintaining all Windows systems, and assisting with escalated ticket s .
• Supervised all work performed by network team. Administered security firewalls and appliances Bluecoat to monitor internet, extranet, and intranet security issues.
• Check reports and provide feedback to management based on information rendered by asset management team.
• Work closely procurement and licensing teams to make sure that all servers, appliances, software licenses, others peripherals copiers etc. are in compliance and leases and maintenance contracts are up-to-date.
• Maintain internal and remote backup solutions.
• Designed monitoring system using Solar Winds Orion suite and provide ongoing feedback based on notification and thresholds set to proactive reduce overall enterprise downtime.

Confidential

Network Administrator

• Managed all servers, switches, and network peripherals.
• Maintained firewall policies, spam server, email archiving software, and monitored ISP routers to provide the highest availability for company's internet.
• Administered phone switches, media servers, and units to maintain seamless phone coverage.
• Used an ITIL model to provide support based on established SLAs.
• Maintained both primary and backups sites ensured backup of all servers, switches, and crucial data using different solutions to ensure no loss of data. Support desktop needs for all users and maintain business continuity.
• Implemented SharePoint portals / web spaces for Accounting, and Human Resources.
• Checked and applied updates, as required, for servers, firewall, switches, and other mission critical hardware.
• Upgraded Watchguard firewall from x1000 to x1250e and re-configured policies
• Implemented, maintained BES Enterprise server v4.1.4 and upgrade to v4.1.7
• Administered ticketing system, provided reports, and checked trends of user's issues.
• Procured hardware, software, and other peripherals required by the business.
• Maintained IT budget.
• Provided seamless integration and administered servers' hosted offsite.
• Monitored servers, switches, routers, PRIs etc. using different solutions to reduce downtime due to minor issues.
• Ensured that all Service Agreements for various vendors were up-to-date, to avoid any lapses in support.

Confidential

Technical Support Analyst / IT Sales Force Lead

• Provided 100 telephone and email support to end-users on a variety of technical issues to include account administration, data security, IT policy enforcement, software installations, and How To questions.
• Fulfilled the Service Desk and Incident Management role within the ITIL framework.
• Utilized Active Directory extensively to perform account administration duties.
• Created and maintained mail accounts extensively using Exchange Enterprise Server 2003.
• Worked extensively with BES v4.1 and Exchange Enterprise Server 2003
• Used remote access services extensively to support the sales group.
• Used SMS to deploy new software and applications.
• Configured VMware boxes to test different image versions and vendor software.
• Worked on various operating systems supporting software, hardware, and network access issues.
• Participated in testing new laptop and desktops.
• Ensured timely SLA achievement for problem resolution, and served as a customer advocate when dealing with technical requests assigned to other service teams.
• Provided work around solutions to unresolved technical requests assigned to other service teams.
• Provided follow up contact calls on a percentage of resolved technical requests.
• Worked on upgrading the VOIP CISCO call manager phone system.
• Setup phones and voicemail for users on a regular basis, using Call Manager and Unified Messaging and Telephony.
• Managed the integration of resources from MedImmune Inc. and Astra Zeneca, after acquisition.

Confidential

Support Specialist

• Monitored servers for events, tracking issues in relation to the end-user, and ensuring that the accounts are linked correctly.
• Supported over 400 applications, both web-based and system-based, for internal personnel and over 50 web-based applications for external clients.
• Ensured that all support incidences met SLAs based on the existing ITIL model.
• Worked extensively with Active Directory and maintained accounts on the BES server for Blackberry v4.0 and v4.1.
• Configured and maintained email accounts using Exchange integrated with Active Directory.
• Used SMS to deploy software to internal associates.
• Monitored systems and updated patches for internal associates.
• Served as a liaison between the account support personnel, and the clients, with respect to account maintenance and functionality.
• Provided technical and customer service training to new support specialists.
• Checked system tickets and served as an intermediary between different departments, and the end-user, to ensure that issues are dealt with in a timely fashion.
• Delegated assignments to other technical personnel in relation to system issues, computer related issues, and supervisor their proper execution.
• Confidential
• Provided clients telephone and desktop support.
• Worked extensively with Lotus Notes and performed routine maintenance tasks for the same.
• Worked with problem resolution, escalation updated / tracked calls using Magic.
• Identified problem trends and possible solutions performed remedial repair and preventive maintenance.
• Analyzed and resolved complex hardware and software problems. Setup termination of users in Active Directory and email accounts in Exchange for Riggs personnel.
• Trained clients on basic hardware and peripheral device operations.
• Served as a technical resource and mentor to other Client Services personnel.
• Worked as a Networking / Integration Specialist during the final phase of the contract.
• Analyzed requirements for various bank branches with respect to their hardware and networking resources and executed their flawless setup.
• Worked on BES v4.0.1 on users administration
• Setup relay circuits and printing functionality for the migration from Riggs to PNC.
• Managed a team through the migration process.
• Served as the direct point of contact for migration requirements from Riggs to PNC with the PNC Migration Director based in Pennsylvania for the Tri-State area.
• Intermediated between Riggs / PNC personnel to follow through the smooth transition of the organization's structure and infrastructure.
• Setup ITIL model and established service levels for PNC infrastructure support.

Confidential

• Maintained service ability 24 hours a day, 365 days of the year.
• Did routine operations and maintenance of email delivery servers and clustered servers.
• Managed daily system administration issues.
• Identified and resolved Active Directory problems, clustering problems, and SMTP routing issues affecting Exchange.
• Maintained routine backups using VERITAS Backup Exec and provided regular system checkups.
• Worked on BES v3.6 in conjunction with the Exchange servers for FRA
• Provided stable and secure email system using advanced disaster recovery techniques.
• Maintained subsidiary system to test group policies and other maintenance issues before implementation in the production environment.
• Prepared documentation on system installations, integrations, and security.

Confidential

• Redesigned Adaptec's web site Adaptec and prepared firewall list server using graphics intensive pages.
• Worked on site production dealing with COTS Applications for intranet and extranet