SUMMARY:

IT Support, with 10+ years of experience in field service, desktop support, security, service and project management specializing in training end users and support personnel.

AREAS OF EXPERTISE:

• Client Services Focused
• Effective Communicator
• Hand & Power Tools
• Equipment Maintenance
• Installation & Repair
• Hardware & Software
• End User Training
• Personnel Supervision
• Service Management

PROFESSIONAL EXPERIENCE:

Confidential, Boynton Beach, FL

IS Support Analyst

Responsibilities:

• Experienced in providing clients with Help Desk Support, TrackIt ticketing system
• Level 2 technical support - Assisted end users with any hardware and software issues
• Accessed PCs remotely to resolve issues and prioritized routine work assignments
• Assigned projects ( PC rollouts, Computer On Wheels upgrades)
• Created and updated documentation as needed
• Performed NOC assignments as needed
• Determined problems and escalated processes to resolve customer issues
• Handled support requests effectively and according to Service Level Agreements

Confidential, New York, NY

IT Security Analyst

Responsibilities:

• Created proof of concept plan for anti-virus vendors Symantec and McAfee
• Executed the plan by building servers, installing and configure vendor application
• Developed solution to upgrade current AV environment with vendor
• Replaced current Proxy, Websense and Firewall routers to meet PCI compliance
• Analyzed current AD environment and created an AD tree clean-up project plan

Confidential, New York, NY

IT Security Engineer

Responsibilities:

• Implemented Privileged Access Controls and VIP Systems (2 factor)
• Rolled out McAfee encryption and Anti-Virus(VSE), policy creation
• Ensured compliance with Tripwire and Nessus scans used for monitoring hospital servers
• Created remediation plans to respond to the issues, meeting HIPAA/PCI standards
• Managed hospital internet and web based policies in association with our M86 Web Proxy
• Wrote policies and procedures for supported products
• Submitted all appropriate changes for the security environment.
• Trained 1st level support/end users, educated end users on phishing and other malicious activities

Confidential, New York, NY

Service Delivery Manager

Responsibilities:

• Recruited by former client into newly created, highly visible role supporting 24/7 hospital operations
• Contacted for Helpdesk issues, assisted group in desk scripts and problem resolution
• Managed all data activities including Windows cluster design and management
• Spearheaded continuous process improvement initiatives and led projects through the life cycle
• Supervised 2 direct reports, a Junior SDM and a Data Management Administrator
• Partnered with business leaders to facilitate the transition and promote new culture across organization
• Proposed and secured senior management buy-in on large-scale project executions
• Member of the Change Advisory Board (CAB)
• Participated in weekly change management meetings, also approver of all emergency changes.
• Acted as a Customer Advocate on slow moving projects/problems, often jumpstarting activity
• Utilized continuous improvement methods, cutting outages by over 70%
• Chaired bi-weekly meetings to discuss outages and determine corrective actions and preventive measures
• Instituted a feedback mechanism improving processes to manage HD tickets effectively the first time, resulting in a 10% increase in first time assignments

Confidential, New York, NY

Associate Project Engineer

Responsibilities:

• Architected and independently led the project to migrate the hospital from Novell to Windows AD
• Acted as the technical liaison between Confidential, client and vendors
• Submitted and carried out all changes to the systems.
• Created SOW and project scope, established precise implementation project plans
• Ensured critical-path/project milestones were completed on schedule
• Justified need for additional resources to meet delivery date in 6 months vs. projected 6-12 months
• Completed all aspects of migration with little to no business interruption

Confidential, New York, NY

Directory Engineer/ LAN Administrator

Responsibilities:

• Monitored 24/7 Windows and Novell network with 700+ servers, encompassing cluster management, SAN management, Active Directory maintenance/support and patching
• Created and executed changes to the environment. Sr. Novell tree administrator and architect
• Recommended upgrades to Novell system, enhancing functionality for 15,000 users
• Improved performance by consolidating servers and merging/de-merging trees
• Supervised the work of transitional contract employees effectively

Confidential, New York, NY

Senior Systems Software Support Specialist

Responsibilities:

• Supported Engineering and Facilities departments, encompassing desktops, Novell servers, Cisco switches and various applications
• Coordinated all technology projects, requiring close work with vendors such as Confidential and Confidential Controls
• Handled all job functions on-site ensuring project meets client specifications
• Administered budget to keep equipment in good working order complying with allocated costs
• Created tree structure, groups, rights and managed conversion from Novell 3.20 servers to Netware 6.0.
• Installed and maintained Cisco WAN using TCP/IP, IPX/SPX, LAT, Frame Relay and ISDN protocols