PROFESSIONAL SUMMARY:

• Experienced savvy professional in Information Technology mainly focused in Systems Integration, Administration, Audit, and Technical Support.
• Experienced in Data Center, MSP, SMB’s, Systems and Network Administration, redundant and Fault Tolerant Systems for Critical Services, Virtualization platforms and Pre and Post planning & execution of Backup & Disaster Recovery in 24/7 operations.
• Experienced with the analysis, planning, design, implementation, documentation, assessment, and management of the enterprise hardware infrastructure assuring systems security, scalability and manageability to align IT strategy, plans, and systems with the mission, goals, structure, and processes of the organization, assuring compliance with business requirements.
• Experienced with the planning, analysis, design, development, testing, quality assurance, configuration, installation, implementation, integration, maintenance, and/or management of networked systems used for the transmission of information in voice, data, and video formats.
• Experienced with the planning, installation, testing, operation, troubleshooting, and maintenance of hardware and software systems.
• Experienced with the planning and delivery of customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements. Work with the development of RFP’s and RFS’s for external vendors.
• Provides leadership by projecting a positive attitude and resolves situations in a professional manner. Maintains competency and enhances professional growth and development through self - paced continued education.
• Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule. Ability to manage multiple high priority initiatives in a fast paced highly technical environment.
• Ensures that vendor services meet SLA’s, and takes actions to mitigate SLA failures.
• Capable of working independently or in a team, recognized efficient decision maker.
• Demonstrated strong and ethical customer service skills.
• Demonstrated strong written and verbal communication skills, supervisory skills & complaints resolution.
• Development of SDLC documentation, Trainings and Operational Manuals, Standard Operating Procedures. Trained and knowledgeable of HIPAA, PCI, FDIC regulations, FDA regulations, cGMP's, ERES, GAMP and ICH guidelines.

TECHNICAL SKILLS:

• MS Windows XP, Vista, 2000, 7, 8.1, 10
• Scalable systems
• MS Windows Server: 2000, 2003, 2008 R2, 2012 R2
• IT security best practices
• Active Directory, DNS, DHCP, GPO
• Documentation & Change Control
• VMware 4.x/5.0/5.5 and MS Hyper-V
• Managing multiple projects simultaneously
• HP, Dell servers, and SAN, NAS
• Team Player, Team Leadership
• Backup and Disaster Recovery solutions
• Customer Service Oriented
• LAN/WAN, switches, firewalls, WAP, VLAN
• Fast Learner, Analytical and Critical Thinker
• Escalations of Help Desk End-User's Support
• Sales & Marketing Experience
• 17 Years IT Experience
• Committed to Perfection

PROFESSIONAL EXPERIENCE:

Confidential, Stuart, FL

Sr. IT Systems Engineer

• MSP, Act as a Tier 4 Main IT Support expert for the administration of several client's IT Infrastructure. Maintain systems in excellent status and resolve escalations from Help Desk to address technical issues and business continuity.
• Install, Configure and Manage hosted and non-hosted physical and virtualized servers, security solutions, network hardware and PC, printers, laptops, mobiles, all related software’s and other equipment.
• Implementation of new external infrastructure Projects as assigned.
• Local administration of company IT/Network resources.
• Save company $72K by reutilization and conversion of physical resources to virtual.
• Provided IT support understandable to non-technical personnel within the business.
• Managed call flow and responded to technical support needs of customers and internals.
• Evaluation of user requirements to develop functional specifications into systems.
• Resolves customer issues in a clear, courteous and straightforward manner.
• Identified and solved technical issues with a variety of remote diagnostic tools.
• Followed up with clients to ensure optimal customer satisfaction.
• Conducted research to address customer concerns or query’s after tickets completion.
• Researched, troubleshot and resolved complex problems independently.
• Retained existing clients and developed new business by extending high quality efficient service.
• Maintained high departmental standards for quality and productivity metrics.
• Worked closely with team members to meet or exceed all customer service requirements.
• Maintain and update service and change control databases daily.
• Assisted customers with order placing and warranty processes.
• Appropriately documented all transactions and pertinent interactions in ticketing system.
• Developed and reviewed technical documentation and procedures.
• Enthusiastically participated in job related training.
• Defined and documented technical best practices.
• Trained tech’s and end-users in Continuum, LogMeIn, MS Office O365 admin and TigerPaw.
• Used ticketing systems to manage and process actions taken.
• Basic and advanced end-user troubleshooting and desktop support on Windows systems.

IT Systems Expert / President

• Serviced customer's IT personnel with acquisition, sales, deployment and support of several vendors of IT Technology hardware and software products for SMB’s and enterprise.
• Administer servers, security solutions, network hardware and equipment.
• Use remote tools to administer and support customer's infrastructure.
• Deployed and supported of HP and Dell technologies to data center in Government, Lab, Pharma, Hospitality, Hospital and Credit Union markets.
• Managed the projects, monitoring, maintenance, development, upgrades, and support of all our customer’s IT systems, including servers, PCs, operating systems, software applications, and peripherals.
• Provide expertise and support during systems upgrades, installations, and migrations.
• Develop standard operating procedures and best practices, including providing written protocols and guidance to IT staff and to end-users.
• Keep current with the latest technologies and determine what new technology solutions and implementations will meet business and system requirements.
• Develop and implement all customer’s IT policies and procedures, including those security, disaster recovery, business continuity, standards and service provisions.

Sr. IT Consultant / Business Development Manager

• CSV/ IT Systems Expert.
• Support to Data Center for pharmaceutical client ensuring systems availability on a 24/7 basis.
• In charge of IT Commissioning and decommissioning team for mayor pharmaceutical company.
• Support and audit of Servers Farms (+800) to recommend and deploy new improvements.
• Migration of physical to virtual servers utilizing VMware vSphere 4.0 and vCenter.
• Validate hardware & software applications and the solutions outcome and track project progress.
• Responsible of gather of all the business systems requirements from user's and management perspective to develop all SDLC project documentation, user's manuals, SOP’s, Technical Docs and the necessary documentation and execution of all deliverables of the project to comply with FDA, client's requirements, guidelines and regulatory compliance.
• Assist PM’s to ensure compliance and commitments are concluded without discrepancies.
• Retained clients and developed new business by extending high quality and efficient service.
• Upsold products and services to increase company revenue by 50% for 3 consecutive years.
• Evaluated and responded to sales leads and requests for purchases and support contracts.
• Followed up with clients to ensure optimal customer satisfaction.

IT / CSV Consultant

• Auditing of sites prior to installation to determine the capabilities of existing hardware/software.
• Implementation and management of infrastructure for our teams located at our client facilities.
• Management of systems, including installation, troubleshooting and support to servers, routers, firewalls, and ISP connections. Remote support and on-site, including step guidance to end-users.
• Auditing and testing of systems installations and implementations to recommend enhancements.
• Development and maintenance of procedures for systems management, IT policies and other technical documentation including office Administration duties.
• Responsible for maintaining 24/7 systems availability.