PROFESSIONAL EXPERIENCE:

• Developed multiple successful 24 - 7 service desk teams
• Defined a vCIO and proactive server maintenance process for a MSP
• Automated operating system updates for Windows & Mac OS X
• Developed managed security offerings around education and security tools inclduin, DLP, SIEM and network scans and cloud endpoint tools
• Developed happy managed clients and implemented Customer Satisfaction surveys to validate the results
• Optimized ITSM ticket systems inclduing ServiceNow and ConnectWise Manage
• Improved IT vendor performance through imrpoved knowledge exchange
• Evaluated security tools and devloped security services to increase MRR

TECHNICAL SKILLS:

Active Directory | Office 365 | ServiceNow | Meraki | MDM | Endpoint management | Windows Server & Workstations | Network & ISP Monitoring | Virtualization | JAMF | Mac OS X | PowerShell | VoIP | PagerDuty | AV & Security | PagerDuty

PROFESSIONAL EXPERIENCE:

Manager, IT Support

Confidential, New York, NY

• Responsible for end-user support and operation for 1000+ corporate and retail users
• Implemented ServiceNow Change Management and ITSM enhancements
• Developed a world-class service desk powered by healthy team culture, knowledge management and a passion for customer service
• Streamlined new hire onboarding process to successfully onboard more than fifteen employees a week
• Recruited and managed a collaborative and dynamic team of IT service desk talent across the United States
• Executed projects to operationalize IT infrastructure for retail and manufacturing locations across the US.
• Implemented 24-7 support for critical systems and retail locations
• Developed and maintained subject matter expertise in critical IT systems
• Built ServiceNow reports, dashboard and workflows to measure and achieve ITSM goals

Managed Services Manager

Confidential, Englewood Cliffs, NJ

• Owned administration of desktop management, servers, and cloud services
• Managed an engineering team responsible for five thousand endpoints
• Monitored health and performance for firewalls and VMWare hosts
• Implemented a cost-effective RMM solution for Apple OS X management
• Conducted system security audits and prepared client recommendations
• Developed documentation and processes to streamline client onboarding
• Evaluated and selected solutions for network and endpoint security
• Provided management of Antivirus and additional security tools and vendors

IT Consultant

Confidential, New York, NY

• Delivered projects including asset management, PC deployments, Office 2016 upgrade, and IP security cameras
• Provided systems support for Windows and Mac OS X workstations and business applications including MS Office, QuickBooks, and SaaS applications
• Developed service management processes, reporting, and workflows involving Tigerpaw and Zoho, Crystal Reports and BrightGauge
• Implemented dashboards and developed custom reports for service and sales

Client Services Manager

Confidential, New York, NY

• Developed a 24-7 helpdesk supporting financial and professional services for small and medium business clients
• Provided hands-on administration and support for a core technology stack including ConnectWise, Labtech, VMWare, Microsoft Windows, Cisco networks, HP servers, HP workstations, and mobile devices
• Delivered client-facing projects including Exchange migrations and new technology rollouts
• Developed reporting, KPIs and scorecards for IT operations