SUMMARY:

• 10 years IT Service Support Team Manager including Helpdesk and Desktop Support in multi - site enterprises.
• 7 years Problem Management/ Incident Management/ Service Level Management with increasing levels of responsibility
• 5 years Change Advisory Board (CAB) Service Delivery leader
• 5 years’ experience software implementation management in Dev/Test/Production environments
• 3 years LMS authoring tools including iAuthor, Captivate, Articulate Presenter and Quizmaker, Sumtotal, SCORM
• 3 years Sharepoint site collection administration and design
• 3 years Exchange / O365 administration including security policies and rules, SPAM filtering
• Merger and Acquisition Risk Analysis based on ISO 27001:2013 principles/framework
• ITIL Foundations Certified with functional experience related to all areas of ITSM

PROFESSIONAL EXPERIENCE:

Confidential

Technology Support Manager

• MS O365 end user administration including Data Loss Prevention (DLP) and monitoring threat management
• Sonicwall Firewall administration/VPN access management/ Threat analysis
• IT asset management including vendor selection, ordering, maintaining asset database and lifecycle management
• Created IT Service ticketing system from existing Atlassian JIRA system
• Software licensing and account management for Microsoft O365, Adobe Creative Cloud and G-Suite
• Broadsoft VOIP Unified telecom systems management including vendor and end user account lifecycles
• Train technical staff on PC and mobility hardware lifecycle management
• AV management including design and roll out of Zoom Room technologies.
• Office move project management for network, AV and facilities
• Onsite security/ risk management including C-Cura door access systems administration
• Meraki wireless systems administration and usage analysis
• Identity and Access Management (IAM) across all systems
• Salesforce / Outlook desktop integration
• Mac OS / Windows / Google Hangouts / Slack

Confidential

Desktop Support Specialist

• Windows 7 migration projects for Medical offices and Financial Investment institutions. Responsible for developing and implementing the Windows 7 and Office 2013 deployments, utilizing the latest LANDesk remote deployment tools.
• Created and deployed desktop and laptop images.
• Developed and supported a SharePoint site for the computer services team, including documentation and custom installation forms, utilizing InfoPath Form Services.
• Active Directory creating Organization Units, Groups and Users. Implementing Group policies as per the client request
• Created local data backup solutions for machine imaging and data migration
• Provide technical support to over 300 end users directly on site and remotely.
• Troubleshoot service issues as they relate to E-mail, voicemail, Web Hosting, VPN, DNS, Internet, router and network configurations issues.

Confidential, Chicago, IL

Owner/President

• Created 13.Wine Half marathon - Recognized internationally and chosen as Running Times Magazine Race of the Month in August 2014
• Finance / budgeting - Company wide and project/event level finance and budgeting
• Event Proposals - Research, create and submit event proposals to municipalities and vendor sponsors
• Permit procurement - Research event requirements and procurement of required permits
• Event insurance procurement
• Event marketing and communications - Traditional and social media marketing coordination
• Increased event participation by 700% in one year ( ) through marketing efforts
• Volunteer coordination
• Coordinate 200+ volunteer supervisors and group members for food and water distribution to accommodate approximately 40,000 participants on race day.
• USATF Course Certification Measurer
• Provide half and full marathon training for approximately 200 participants

Confidential, Chicago, IL

Technical Support/ Functional Architecture

• Provided architecture solutions for LMS technologies during content development lifecycles and client mobilization.
• Reduced post implementation service on LMS technologies by providing SME solutions for SQE life cycle processes and regression testing
• Software solutions evaluations .
• Team Captain for JP Chase Corporate Challenge leading team to 2013 world championship qualification.
• Created and maintained custom Sharepoint sites per user requests.
• Created subsites, webparts and layouts in Confidential ’s Learning Management environment.
• Created reusable Sharepoint templates for site collections to support upcoming training class schedules

Confidential, Dallas, TX

Consultant - Incident Manager

• Managed the delivery of the Major Incident Response process offerings for numerous outsourced clients
• Responsible for chairing daily operations meeting, creation of status reports and assignment of action items
• Defined the incident management integration points with Problem and Change Management
• Facilitated outage support processes

Confidential, Plano, TX

Desktop Support Manager

• Managed workflow and activities of 15 Wintel Server/ Desktop technical support team members in 5 locations in Plano and Richardson. This included staff development, SLA management, incident management and departmental project management.
• Drove staff cross training activities of 14 technicians during merger of two service delivery organizations that resulted in increased productivity
• Redefined and negotiated incident reporting processes with business to leverage merged support organization, ultimately decreasing time to resolution
• Worked with senior management and development to define requirements, establish baselines, design and implement the process captures for service delivery metrics reporting using Remedy Action Request System

Confidential, Dallas, TX

Desktop Support and Helpdesk

• Managed the enterprise Helpdesk and Desktop user services, serving 7000 users in 7 locations throughout North America.
• Managed 37 team members over a 5 year period through growth and acquisition of Configurations and Switch Site support teams
• Reduced department turnover by 20%
• Designed, developed, and implemented processes to baseline, enhance and expand the Helpdesk/ Desktop User Services function. This included workflow, incident management, problem management and problem escalation.
• Drove and implemented an asset tracking system - Worked with project sponsors to define business need, identified functional and technical requirements, selected Tally Systems (TS Census) as the vendor, architected hardware and software, implemented and administered system.
• Remedy ARS - Defined departmental requirements and drove changes designed to align system with incident, problem management, and CTI dashboard initiatives.
• Enterprise IMAC coordinator - Merged 6000 employees into functional geographical departments in 4 locations
• Change Management Advisory Board member - Weekly meeting manager

Confidential, Irving, TX

Remediation Manager

• Managed Y2K teams ranging from 3 to 15 technicians at satellite cash management sites throughout the US and Canada. The scope of the project included performing Y2K remediation, standardizing hardware configurations, implementing remote systems administration hardware, implementing a WAN and training on-site staff. Each site contained 1-5 servers and 5-200 workstations.
• Upgraded Novell 4.11 or 3.12 servers
• Replaced and/or upgraded workstations at each site.
• Migrated cash counting computer peripheral hardware and applications with zero downtime tolerances.
• Results included:
• Completed the 8 month project 90 days ahead of schedule.
• Productivity at sites increased due to standardization and implementation of remote system administration hardware and tools.

Confidential, Dallas, TX

Director IT Technical Infrastructure

• Managed 50 PC technicians to support a 4000 workstation user community in a 7 building campus.
• Developed and implemented procedures, processes and standards for the procurement and deployment of workstations for the user community.
• SME for desktop support, including installation and configuration of software using Windows and Novell platforms and IBM AS/400 Networks.
• LAN administration For Novell 3.xx, 4.xx and Windows NT networks includes creating and administering user accounts and peripherals.
• Reduced department turnover from 100% annually to less than 5%.
• Managed several departments and projects during major corporate downsizing activities

Confidential, Garland, TX

Principal/Owner

• PC and peer-to-peer server/network configurations, specializing in mid-size to small/ home office setup and support.
• Managed all technical operations and created all service levels.
• Configured and built clone PC's and Class C Cat 5 Ethernet peer-to-peer networks.
• Developed and taught training courses for Professional groups on topics ranging from Internet basics to advanced MS Office
• MS Access Database programming