SUMMARY:

• Experience directing and evaluating personnel at manager and director levels.
• Strong Project Management skills.
• Leadership Development and .
• ITIL and .
• AWS/Azure/Google - Cloud Design, Migrations, DR solutions
• ERP implementation - MS Dynamics, Sage, Connect Wise, SAP
• IT Budget Management.
• Office 365 Migrations and implementations.
• Cybersecurity, Network and Data Security expertise.
• Sarbanes Oxley, HIPAA, CLIA, JCAHO audit and compliance proficiency.
• Able to analyze problems and situations quickly to resolve system issues.
• Efficient in multitasking with changing priorities while maintaining strong customer service excellence.

• Able to learn new technologies, programs and procedures quickly.
• Able to establish and maintain a high level of user trust and confidence in IT’s knowledge of and concern for users’ business needs.
• Strong customer focus and management of client expectations.
• Effective communication skills, including the ability to accurately analyze problems, explain solutions and present “technical solutions to end-users in a non-technical manner”.
• Effectively deal with conflict situations with customers and peers and to be open to, and honest with, feedback and constructive criticism and guidance.
• Architected network solutions for firewalls, wireless AP’s and VPN including Cisco, SonicWall, Aruba, Watchguard.
• System Management and maintenance via MS SCCM, Manage Engine, Automate, LANDesk, PDQ etc.
• Microsoft MCSE

PROFESSIONAL EXPERIENCE:

Confidential

Sr. Manager of IT Operations

Responsibilities:

• “Carve out” our own IT Environment from previous Parent Company.
• Architected new IT Infrastructure across all locations
• Hire staff and develop teams to support systems throughout all levels.
• Created new Microsoft 365 and Azure AD Tenant
• Created new AWS tenant for applications and Data Warehouse
• Evaluated and chose new ITSM platform with systems for Incident management, asset management, Remote tools, Change management and system monitoring.
• Designed and built new Cloud Infrastructure and network infrastructure.
• Create OPEX and CAPEX budgets for startup build and future IT road map.
• Negotiate vendor contracts and SOWs.
• Manage IT operations for current state until cutover.

Confidential

Director of IT Operations

Responsibilities:

• Surveyed Analyzed all 26 Merged and Acquired locations to gather asset info and infrastructure layouts.
• Standardized a random mix of network equipment to Cisco firewalls and WAPs.
• Restructured and reconfigured Azure Cloud Tenant to serve as a stable platform. This included proper licensing and resource provisioning which improved performance saved over 90k per year.
• Implemented monitoring tools for potential problem, outage and threat alerting.
• Designed and implemented SD WAN solution to ensure ISP connectivity and uptime.
• Redesigned each office network, cabling and server infrastructure with HIPAA compliant network cabinets.
• Evaluated, repositioned and hired appropriate staff to support our systems.
• Developed and enacted business approved SLA’s and ticketing tools to track performance.
• Changed perception from “unbearable system slowness and random downtime” to “Unbelievable Improvements to performance and stability”.
• Created the first IT budget from ground up for Capex and Opex including SDLC and HLC.
• Redesigned Active Directory and AAD for one company instead of the 26 different companies and various random OU’s and groups.
• Unified video conferencing and company communications to MS Teams instead of a few various combinations.
• Integrated Ring Central as the phone system and call center routing platform.
• Created a Knowledge Vault in Sharepoint for all IT documentation newly created and previously gathered.
• Developed a consistent on boarding and off boarding process with key stake holders.

Confidential

IT Operations Manager

Responsibilities:

• Manage IT operations across multiple teams and levels, including the performance of the teams customer service acumen.
• Tasked with collaborating with helpdesk, field services, engineering and app support teams to improve and evolve the current program. Successfully improved SLA measures by creating flow charts to direct ticket traffic more efficiently.
• Work with vendors to procure best possible pricing and products for clients
• Technical oversight and project management through the life of the projects.
• Strategize with ProviNET management and offer suggestions on improving existing or creating new revenue streams with our products and services.
• Mentor Solutions Architects in creating innovative infrastructure solutions
• Lead in consulting with clients to help them develop long-term technology strategies, focusing on efficiencies, advancement, innovation and ROI.
• Lead on-site discoveries where the client’s needs are assessed and recommendations for IT advancements, heightened security, operational efficiencies, remediation, and innovation are addressed.
• Design new or remediate aging infrastructure for AWS/Azure/Google Cloud servers and application hosting. Recommend On Premises, Hybrid or Cloud infrastructure to best meet needs and budget.
• Plan, design, and optimize Network Security architecture including Firewalls, WiFi and VPN connections with Aruba, Cisco, Palo Alto or Sonicwall.
• Participate in internal and client-facing architecture and design sessions related to IT strategy.

Confidential

IT Operations Manager

Responsibilities:

• Set the bar for Customer Service satisfaction by customizing new ticketing system to meet business needs and promote quicker resolution. Align IT department into defined levels for assignment and proper escalation process.
• Created, enacted, monitored and leveraged SLA’s and OLA’s throughout the IT department.
• Analyzed, designed, tested and put into effect security patching plan for 10,000+ PC’s and 700+ servers which had not been patched since 2017.
• Reset staffing levels in accordance with workload and expectations.
• Planned, designed, tested and administered AWS Cloud infrastructure for Disaster Recovery. Ongoing effort to move production environment to AWS Cloud.
• Refined and replaced monitoring tools for critical systems to deliver alerts to owners through an escalation tree.
• Restructured Budget after auditing to include unaccounted operational and capital costs.

Confidential

Field Service Manager

Responsibilities:

• Provide Managed Services analysis, design as well as support for our customers.
• Work with clients to provide customized, cost effective solutions for all of their Technology needs.
• Provide quotes and completion time estimates.
• Plan, schedule and implement technology projects.
• Implement successful solutions on time, including for users.

Confidential

Sr. Manager of Information Technology

Responsibilities:

• Evaluated infrastructure design and hardware deficiencies.
• Mapped out plan for efficiently redesigning infrastructure including - data center consolidation, hardware upgrades, enhanced security via Cisco ASA and AnyConnect VPN, WIFI coverage and security, VLAN separation, routing re-configuration, QOS implementation, disaster recovery reform, network monitoring via NetBrain and Solar Winds and server platform consolidation to Hyper-V virtualization.
• Evaluated support staff.
• Graded and ranked staff by aptitude and customer service proficiency. Changed job descriptions in alignment with support needs. Implemented a and program to raise technical knowledge in required areas. Hired proper assets.
• Evaluated supported systems.
• Migrated to O365 from aging Exchange environment. Updated PC’s to windows 8 and 10 and incorporated Bit Locker encryption. Redesigned migrated SQL environment to Azure. Moved and upgraded Sage ERP to Cloud Hosted environment. Put into effect monthly Windows Update schedule and procedure. Procured Manage Engine Desktop Central as the Enterprise Desktop management suite and Trend Micro Enterprise protection suite for Virus Protection.
• Reduced ticket volume 70% from start
• Increased system uptime from under 50% to an uptime over 97%
• Customer satisfaction results rose to an average of 4.5 stars out of 5.

Confidential

IT Director

Responsibilities:

• Formulate and deploy long-term strategic plans for acquiring and enabled efficient and cost-effective information processing and communication technologies.
• Manage IT department operational and strategic planning, including business requirements, project planning, and organizing and negotiating the allocation of resources.
• Develop and review budgets for operating unit IT department and ensure it complies with stated goals, guidelines, and objectives
• Re-engineer applications and application support to ensure it aligns with business processes, tactical planning, and strategic vision as needed.
• Develop business case justifications and cost / benefit analyses for IT spending and initiatives.
• Define and communicate project milestones, service levels, and resource allocation to executive team, department leads, support staff, and end users.
• Monitor performance of IT systems and end-user satisfaction to determine if improvements are required.
• Identify and make recommendations for the improvement of IT systems or processes.
• Ensure provisioning of IT Infrastructure and end-user services are meeting the organization needs.
• Develop business and technical requirements for new purchases and upgrades. Create, and collaboration with procurement, request for proposals, review proposals, negotiate agreements and vendor selection.
• Direct project management of new system implementation to ensure that business and project goals are achieved.
• Oversee operating and shared services unit adherence to all IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision.
• Manage IT staffing, including recruitment, supervision, scheduling, development, evaluation and disciplinary actions.
• Incorporated new SAN solution to replace dated system.
• Project management for monthly upgrades to McKesson and Paragon Suites of applications. Structured guidelines and systematic approach to working with doctors and nurses on changes in the applications, databases and their templates.
• Start and completion of Win XP to Windows 7 migration project.
• Redesigned the Help Desk Support Model with very positive results.
• Refined SLA’s; ensuring proper staffing and structure to support them.
• Integrated Web Content Filtering - gained 50% network speed increase.
• Created project outline for infrastructure upgrade to 2012 servers.
• Completed goals for Meaningful Use year 1 and 2.
• Re-engineered wireless network to support public and private WIFI

Confidential

IT Manager

Responsibilities:

• Implementation of a ticketing system to replace emailed tickets - Heat Alert Monitor.
• Conception and re-structuring of the Help Desk / Customer Service Center.
• The use of LanDesk as network remote control, packaging, patching and monitoring tool.
• Migration of the company infrastructure change from Novell to MS Active Directory
• Migrated PC’s to Windows 7 from XP
• Migration from Office 2003 to Office 2010 and Office 365.
• Managed migration project for email change from Sun iPlanet and Lotus Notes to MS Outlook
• Use of Citrix as replacement of full client applications software including Epic, AML, Com Lab, MySys, Copath, Nexus, File Nexus, Allergra, LanDesk, Sun Quest, Directory of Services, Med Speed, What’s Up, etc.
• Brought customer service survey results from 20th percentile to 97th
• Managed and mentored network engineers, desktop administrators supporting administration and maintenance of servers, desktops, laptops and the applications that ran on them.
• Created structure for applications support team - defined roles and responsibilities for application analysts, clinical analysts and data base analysts.
• Conducted associate reviews, hiring and delegated workload of staff.
• Responsible for implementation of “Green Plan” initiative.
• Liaison to business partners to assure compliance with their needs and wants.
• Research and investigation of new products that could make systems more efficient and cost effective.

Confidential, Chicago, IL

IS Project Manager - Sr. LAN Admin

Responsibilities:

• Project Management for the of the Companies 190+ vended applications from licensing and, software procurement, through testing to - full deployment.

Confidential, Chicago, IL

Network Support Team Lead

Responsibilities:

• Level 2 and Level 3 Data center, desk side and help desk support in a 1500+ user environment, 900+ Computer and 125+ Servers. 24 hours a day 7 days a week.
• Supervised and mentored 14 desktop engineers within Desktop Group.

Confidential, Chicago, IL

Sr. Network Engineer

Responsibilities:

• Level 2 and Level 3 Network and Deskside support in a 4000 user environment with 2200 PC’s and 70 servers.