OBJECTIVE

• Seeking a senior IT support type position for an organization that will embrace my years of experience in technology and high level of customer service and allow an employer to become more successful and provide services of greater value.

TECHNICAL SKILLS

• Windows 10/7, Windows Server 2016/2012
• IBM AS - 400/Power Midrange Systems
• Hypervisors: VMWare/ESX, XCP-NG
• System Center Configuration Manager (SCCM),Citrix XenApp, Active Directory
• MS Office, Query400/SQL/CL, Winpak Security, Citrix, Nuvara, Spiceworks and Service Now Service Desk

PROFESSIONAL EXPERIENCE

Help Desk Manager

Confidential - Greenfield, MA

Responsibilities:

• Analyze support needs of the IT helpdesk function and the user community to provide excellent customer service.
• Responsible for End User Computing (Desktop/Laptop infrastructure and support).
• Active Directory Users and Computers/Directory Services for security/file permission changes. (Windows 10 environment)
• Create/maintain and streamline end user procedures.
• Hardware procurement and testing. (pilot projects)
• Cisco CUCM - changes and updates to existing phones/voicemail
• Asset management of bank’s IT hardware and associated end user equipment.
• Application administrator - security and access control
• Work within SCCM environment for hardware and software packages
• Imaging - as needed, utilize other imaging products for end user equipment such as AOMEI/GHOST
• Verizon mobility - assign/maintain wireless mobile hardware
• Vendor management - analyze and adjust vendor support requirements
• On-call - for urgent user and infrastructure related issues
• Provide high level of communication and escalate incidents when necessary.
• Project management when required. Most recent was lead with replacing Windows 7 machines/moving to Windows 10
• Identified discrepancies with the bank’s teller based hardware inventory compared to vendor supplied contractual support item listings. Adjusted and removed coverage as necessary to hold vendor accountable for an accurate billing amount.
• Also identified similar issues with the bank’s non-network based laser printers providing for a more accurate inventory and streamlining billing concerns.
• Inventory and asset management - reconciled widespread inaccuracies in the asset database, corrected those concerns and improved process to maintain.

IT Operations Manager

Confidential - Chicopee, MA

Responsibilities:

• Responsible for the IBM System i (AS/400, iSeries) and its associated systems.
• Project manager-Replacement of an EOL IBM blade server to a new HP 3Par system.
• Identified weaknesses in the company’s network infrastructure and contracted with established VAR to have the network assessed. Presented those findings and its vulnerabilities to executive management.
• Managed the installation of QEDD, an IBM HA solution to work with the System i.
• Introduced the framework of the ITIL philosophy into its service desk functionality, recognizing the need for proper control of the IT services being provided to the company.
• Developed and directed overall strategy for day to day operations.
• Researched and adopted new hardware standards when appropriate.
• Continuous relationships with business partners and vendor management
• Mentoring and motivation of staff, meeting individually with them to assist in their professional development which in turn allowed them to project a higher confidence level when dealing with their internal and external customers.
• Assess the strength and weaknesses in the department to identify where cross training was required.
• Identified need for better accounting of its IT assets and implemented policy to reconcile those concerns.
• Verizon Mobility - negotiate and approve new contract which provided thousands in cost savings yearly and introduced mobile device management during the process.
• Reviewed and edited portions of acceptable use policy for HR
• Provided guidance to safety department with company’s emergency action plan. Found weaknesses and areas requiring clarity and presented findings to correct them.
• Responsible for departmental operational expenditures.

Sr. Solution Engineer

Confidential - Windsor Locks, CT

Responsibilities:

• Technical Support Supervisor/Manager Data Center Operations
• On call—infrastructure and other networking urgent issues
• Utilize critical thinking for creative incident solving
• Analyzing business need to provide the best IT solution
• Experienced within corporate, global IT environment
• Service Desk—Work with ITIL framework (incidents/problem management/root cause analysis)
• Project lead on several IBM iSeries systems upgrades
• Windows Server-new accounts (active directory), printers, authority changes
• Maintain asset management system
• Responsible for maintaining Cisco video conferencing systems
• Windows OS image creation utilizing Ghost and SCCM products
• Hardware evaluation, procurement, installation and maintenance
• Experience in VMware administration
• Time Clock-Novatime (integration, setup, troubleshooting)
• While working for the operations group, performed review of existing contracts and reduced annual outlay of support requirements by several thousand dollars
• Documented the standards for implementing and maintaining shop floor devices including the reorganization of all documents for readily accessible use.
• Administration of the IBM iSeries, AS/400 system. Responsible for updating policies and procedures/contract due diligence/daily backup/change control etc.
• Assisted with migration of an older phone system to a Nortel Succession model which included 3 PBXs and hundreds of phones.
• Implemented and maintain campus security access system (winpak)
• Assisted with roll out of current service desk system
• Team member to migrate from older Lotus Notes to MS Office platform including Outlook email
• Team member migrating older Citrix to new Citrix Xen App
• Responsible for shop floor thin client computing using Wyse hardware model/Administration using Citrix Presentation Server
• Experienced with data center needs/requirements