SUMMARY:

A customer support professional with over 15 years of hands - on experience helping people get the most from computers.

TECHNICAL SKILLS:

Documentation: created documentation for server builds, daily procedures and disaster recovery activities for internal/external audit teams and regulatory agencies.

Developed and presented end: user classes, staff, and formal presentations for all levels management.

Management: supervised teams including network operations, facilities, help desk and IT operations.

PBX: Avaya, MS Lync, Avaya Site Administrator, telephone wiring.

Video conference: Polycom, RMX, CMA, DMA, HDX 7000, HDX 8000, VSX 7000, Cisco c40.

Backup: ARCSERVE, Backup Exec, CommVault, SQL database backup, and recovery.

User administration: Active Directory, Windows 20XX Server, Symantec Antivirus, McAfee Antivirus, EPolicy, Citrix Metaframe, Windows terminal Services, Juniper VPN, Cisco VPN, RSA, MS Exchange (5-20XX), SPAM management (Iron Mail, Postini), and Email archiving (Iron Mountain, Office 365).

Systems configuration: Windows Deployment Services (WDS), SMS, HW setup, WSUS, Z.E.N.Works, Symantec/Norton Ghost, Microsoft RIS, LANDesk, Checkpoint whole disk encryption, and McAfee endpoint management.

Cloud Microsoft: Azure, Office 365, Exchange Online, SharePoint Online; Google G Suite Apps - Drive, Chat, Docs, Gmail, Sheets, Hangouts; Adobe Creative Cloud; storage - Box, Jungle Disk, OneDrive, ShareFile; telephone systems - ShoreTel Sky and RingCentral.

Networking: network design, basic Cisco router configuration, DHCP, DNS, Ethernet, switches/hubs/routers, firewall setup, system capacity planning, LAN/WAN troubleshooting, and disaster recovery.

End user support: employee onboarding, user account setup, desktop application support including MS Office suite, MS Exchange, remote access, Windows XP, Windows 7; financial services applications including Equity Edge, BAM, WirePro, Call Box, MS Reporting Services, SQL, J-Walk, S1 Online Banking, HR Perspective, and Oracle clients; legal software including Concordance, Live Note, document management systems (Interwoven WorkSite, DOCsOpen), legal word processing.

PROFESSIONAL EXPERIENCE:

Confidential, College Park, GA

IT Helpdesk Manager

Responsibilities:

IT management and technical leader creating and implementing policies including employee on-boarding/off-boarding, as well as ensuring timely resolution of helpdesk tickets. Senior IT support person providing support for offices in Georgia and New Jersey headquarters locations. Devised and completed IT projects such as deploying a standardized end-user computer experience.

Environment: Windows 10, Windows Server 20XX, Networking, Azure AD Connect, Active Directory, GPO maintenance, SharePoint, Microsoft Office 365, Microsoft Exchange Online, Skype for Business, Hyper-V, SQL Server.

Confidential, Atlanta, GA

Office Administrator

Responsibilities:

Tier II enterprise application support focused on Office 365 administration for a non-profit organization with a global footprint. Maintained cloud applications from Microsoft including Office 365, Azure Active Directory, Skype for Business, Exchange Online, SharePoint Online, as well as zoom, and OKTA sso.

Environment: Windows 7, Windows 8, Windows 10, Windows Server 20XX, Networking, Azure AD Connect, Active Directory, GPO maintenance, SharePoint, Microsoft Office 365, Microsoft Exchange Online, Skype for Business, zoom, Fortinet client.

Confidential, McDonough, GA

Senior IT Technician

Responsibilities:

Senior IT engineer providing remote and onsite client support for Mac/Windows computers, wired/wireless networks, and cloud based services at this managed services provider. Supported clients via remote support tools and via onsite visits; with hardware/software inventory management, system deployment, network troubleshooting, firewall maintenance, endpoint risk assessment, computer setup/provisioning, user account create/change/delete, update user password/security groups/distribution lists/mailbox access, troubleshoot Group Policy Objects/network firewalls rules/Wireless Access Policies. Maintained cloud applications from Microsoft including Office 365, Azure, Skype for Business (Lync), Exchange Online, SharePoint Online.

Environment: Windows 7, Windows 8, Windows 10, XenServer, VMware, Windows Server 20XX, Active Directory, SharePoint, Microsoft Office 365, Microsoft Exchange, Skype for Business, AeroHive, Windows Deployment Services, Windows SCCM, ActiveSync, Symantec Endpoint Protection, Sonicwall, Fortinet, TabPilot MDM, SolarWinds N-Central.

Confidential, Redwood City, CA

Senior Consultant IT Engineer

Responsibilities:

Senior member of the technical support team, for home office and jobsite based employees. On a daily basis, resolved issues with firewalls, network switches, wireless access points, fixed wireless equipment, desktops, laptops, MS Office, iPhones, pads, and Polycom handsets, Adobe Cloud applications, Office 365, Citrix ShareFile, Bluebeam. Completed server room re-wire and server re-rack, setup pilot installation of Skype for Business on-premise. Also maintained the company’s PBX, DID lines, T1 trunks, Fixed Wireless, network gateways, Office 365, printers, and copiers used at 3 corporate offices and over 15 active construction sites.

Environment: Windows 7, Windows 10, XenServer, XenApp, VMWare, Windows Server 20XX, SQL Server, Windows Security, Networking, Active Directory, GPO, SharePoint, Microsoft Office 365, Skype for Business, Exchange 2013, ActiveSync, Parallels/2X, Digium/Asterisk PBX, Jabra headsets, Plantronics headsets, Polycom handsets, WebEx, Apple MDM, ESET AV, Barracuda, MailArchiva. Citrix ShareFile, Synology, pfSense firewall, DNS, DHCP, IPsec, Ubiquiti wireless access points, TOUGHswitch, point-to-point wireless.

Confidential, San Francisco, CA

Senior Consultant Senior Consultant

Responsibilities:

Senior IT consultant providing elite-level technical support to small businesses for Mac and Windows computers and cloud based applications at this cloud-focused IT services provider. Completed hardware/software inventory management, system update deployment, endpoint risk assessment, computer setup/provisioning, and user account create/change/delete for multiple clients. Maintained cloud applications from Microsoft including Office 365, Microsoft Azure, Skype for Business (Lync), Exchange Online, SharePoint Online; as well as software from Google including Google Apps, Drive, Chat, Docs, Sheets, Hangouts and Gmail. We also provided support for cloud storage offerings from Box, Jungle Disk, OneDrive and, ShareFile, as well as cloud telephone systems from ShoreTel Sky and Ring Central.

Environment: Windows 7, Windows 10, Mac OS X, Office 2013, Office 2016, Exchange Online Gmail, Symantec Endpoint Protection, Lumension HEAT, Samanage, Zendesk, samanage, GoToAssist.

Confidential, San Francisco, CA

Responsibilities:

Member of the onsite help desk and desktop support team, for customers of the BAL’s custom immigration applications (COBALT and VisaBase). Conducted new employing and user on-boarding. Imaged and setup laptops, desktops, mobile devices as well as providing in-house support of MS Office, printers copiers, video conference equipment, PBX, telephone handsets, and systems used by attorneys and legal staff in the firm’s thirteen corporate locations.

Environment: Windows 7,AD, SharePoint, Office 2010, Exchange 2010, ActiveSync, RSA, Sonic WALL Aventail, Citrix, Avaya PBX, ShoreTel PBX, Avaya Site Administrator, telephone wiring, Skype, WebEx, Adobe Connect, Symantec AV, Postini, Symantec Enterprise Vault, Symantec DLO, Confidential .

Confidential, San Mateo, CA

Editor and Publisher

Responsibilities:

Created and curated content for a web-based lifestyle magazine for people living on the west coast. Wrote articles about west coast culture and lifestyle that helped newcomers find the best of west coast. The goal was to help homesick east coasters by providing tips for finding local establishments with an east coast vibe or east coast food, in addition to articles about great west coast bars and restaurants.

Environment: WordPress CMS, NewsCred licensed content, SEO, PPC, Google Ads, AdSense, AdWords, Bing ads.

Confidential, Sunnyvale, CA

IT Manager Facilities Manager

Responsibilities:

Grew team from 2 people to 4 IT and 2 facilities staff. Mentored IT staff, improved work processes, collaborated with HR management to create an updated employee on-boarding procedure, negotiated software license agreements, negotiated facilities support vendor agreements. Worked on HQ relocation project that replaced PBX with Skype for Business and increased video conference rooms from 6 to over 40. Provided maintenance of desktops, laptops, applications, corporate phone and call center phone systems at the 3 corporate locations. Resolved trouble tickets for desktops, laptops, MS Office, mobile devices, Polycom video conference devices, room schedulers. Completed Disaster Recovery maintenance tasks to ensure successful completion of recurring DR tests, maintained the company’s PBX, DIDs, T1 trunks, gateways, printers, and copiers used at 3 offices.

Environment: Windows XP, Windows 7, Active Directory (AD), Office 95, Office 2010, Exchange 5, Exchange 2010, Blackberry Enterprise Server (BES), Good Technology, RSA, Juniper, Citrix, Avaya PBX, MS Lync PBX, Avaya Site Administrator, telephone wiring, Polycom VSX, RMX, CMA, DMA, HDX 7000, HDX 8000, VSX 7000, Cisco c40, WebEx, BlackBerry, iPhone, McAfee AV, McAfee DLP, McAfee endpoint management, CheckPoint Disk Encryption, LANDesk, Symantec/Norton Ghost, Microsoft RIS, Windows Deployment Services (WDS), HW setup, VMware, WSUS, Symantec/Norton Ghost, Backup Exec, Equity Edge, BAM, HR Perspective, and Oracle clients.

Confidential, Westborough, MA

Team Lead

Responsibilities:

Supervised 3 person IT support team at Rockland Trust bank, maintained 120 servers in 3 data centers and PCs at 50 branches. Ensured completion and provided reports on: backups, monthly patching, hardware repairs, and disaster recovery planning and testing. Supported banking and SQL database applications, diagnosed connectivity issues with AS/400, resolved banking application issues, ensured call center systems operation, and ensured operation of Wire Transfer/Payment systems.

Environment: Windows XP, Active Directory (AD), Office 95, Exchange 5, Blackberry Enterprise Server (BES), RSA, Citrix, Avaya PBX, Avaya Site Administrator, telephone wiring, BlackBerry, McAfee AV, HW setup, VMware, WSUS, Symantec/Norton Ghost, Backup Exec, Equity Edge, BAM, HR Perspective.

Confidential, Westborough, MA

Team Lead

Responsibilities:

Supervisor of 3 person team, and IT point of contact at Proskauer Rose law firm, that maintained local servers, network devices, and video conference equipment. Provided day to day support of various legal applications, desktop PCs, laptops, Blackberry (server and handsets), e-mail system, PBX, telephone handset programming, document management system, Citrix server, VERITAS backup server, DLT library, file server and specialized legal systems. Worked with New York team to monitor and troubleshoot data connectivity for business critical document management, Email, video communications systems.

Environment: Windows XP, AD, MS Office, Exchange 5.5, BlackBerry, RSA, Citrix, Avaya PBX, Avaya Site Administrator, telephone wiring, WebEx, Concordance, Live Note, Interwoven WorkSite, DOCsOpen-document management systems, legal word processing.

Confidential, Los Angeles, CA

Senior Consultant

Responsibilities:

This IT services and network design firm provided a full range of IT support to small and medium sized enterprises. As a founding partner, managed client relationships, provided consulting support, network design, end-user, technical staff, and project management for clients.

Confidential, Los Angeles, CA

IT Manager

Responsibilities:

At 20th Century Fox, oversaw the user support and email administration teams. At the Fox TV station group, lead the user support team at the Los Angeles affiliate, created LAN equipment design for an affiliate station, oversaw AS/400 connectivity, network design, network administration and router maintenance for 65 servers in 22 owned and operated TV stations.

Confidential, Irvine, CA

IT Manager

Responsibilities:

At the 3500 node corporate headquarters, lead the user support team, worked with senior management on software license negotiations, worked as a member of the test/deployment team for a financial reporting system, managed local IT teams (Dallas and San Francisco), created and managed IT budgets, created and issued IT billing reports, advised senior management on technology and IT issues, escalation point for IT issues, mentored IT staff, improved several IT work processes, in addition to resolving issues with: application installation, LAN/WAN support, laptop/desktop/server support, remote site administration, network security, Lotus Notes administration, email maintenance, and end-user support.