EXPERIENCE:

Confidential

Solutions Architect

Designing IT solutions for the SMB market. Performed in-depth site surveys of new and existing client environments. Worked closely with several account executives during pre-sales initiatives. Created detailed project plans including estimated hours, hardware, software and licensing requirements for all proposed solutions. Handled top-level escalations for the entire organization. Actively researched and knowledge transferred new and emerging technologies to Exigent support team. Managed a team of project engineers, overseeing all implementations, coordination and scheduling. Implemented solutions designed during pre-sales phase when project team availability was limited.

Accomplishments:

• Migrated corporate infrastructure for Exigent office move
• Created lab environment for Exigent support team
• Designed and implemented several complex VMware based solutions for new clients
• Appointed to standards committee within one month of employment
• Nominated by executive team within three months to contribute to steering committee advisory board
• Requested to partake in interdepartmental meetings within five months of employment

Confidential

Sr. Systems Engineer

Accomplishments:

• Upgraded and scaled VMware 3.5 to 5.1 versions for all North American clusters
• Implemented and automated internal corporate Windows Domain infrastructure
• Deployed multi-site iConect and Viewpoint litigation environments for top, globally ranking law firm
• Architected and maintained internal documentation repository
• Developed SOP's and documentation

Confidential

IT Systems Engineer

Provided comprehensive support for the leading international project development and construction company at corporate headquarters and remote construction jobsites in the NY/NJ area. Designed functional office layouts at remote construction sites including, but not limited to: server closets, network drops, printers, phone systems, and WAN connectivity. Built Windows 2003 servers on IBM X series and HP Proliant hardware. Risk assessment and prevention for computing platforms. Worked directly with Project Manager to ensure IT related issues were remediated in a timely manner for the lifecycle of the jobsite. Procured and tracked assets for both corporate and remote sites.

Accomplishments:

• Migrated NYC servers to new their location at the Empire State Building
• Primary engineer for 6 jobsites
• Secondary engineer for all jobsites within the US
• Resolved an average of 10 issues a day spawned from remote office locations around the US
• Developed SOP's, documentation facilitated individual or small group training

Confidential

Global Accounts Manager

Technical lead on a team of 25 network administrators performing account management in Active Directory, Exchange, Right Fax, and Unix. Created group mailboxes, distribution lists, and email accounts with elevated permissions. Developed information security controls for file access. Scripted tools in visual basic used to bulk change objects in 3 different Active Directory domains across the globe.

Accomplishments:

• Executed projects in a timely manner to ensure contractual requirements were met
• Served as an escalation point of contact for technical support staff
• Systems Supported: Windows 2000, XP, Windows 2000 Server, Windows 2003 Server, Exchange 2003, Active Directory, MS Office 2003, In house Clinical Applications, SMS, UNIX, SUN, TCP/IP, LDAP, SMTP, DHCP, VPN

Confidential

IT Support Account Lead

Helpdesk Analyst

• Served as a primary escalation point of contact for Executives, Directors, Managers, and Medical doctors. Led a team of 50 helpdesk analysts domestically, and 20 analysts internationally. Backed-up helpdesk supervisor. Individualized analyst mentoring on technical information, policies, workflows, and escalations.
• Resolved technical helpdesk phone calls for Johnson and Johnson's North American pharmaceutical sales team. Provided extensive support of the Siebel CRM 6.0 field sales database software. Troubleshoot 6 IBM laptop models loaded with 6 different software configurations. Vast array of proprietary and out of the box software packages support, including: MS Office Suite, Nortel Networks VPN, and PKI implementations.

Accomplishments:

• Created technical and procedural SOP's for helpdesk use
• Requested by the director of field sales technology of North America: - Teach courses for Managers, Executives, and Scientific Liaisons for groups up to 15 and create supplement class materials - Onsite technical support for numerous sales meetings, rollouts, and product launches across the country.
• Responding to an average of 50 calls per day with 1st call resolution at 98
• Attended Pharmaceutical Sales Process Training.

Confidential

Hardware Technician

Software and hardware installations/upgrades for desktops, laptops, and servers. Remanufactured and refurbished computers. Maintained high level of quality assurance.

Confidential

Technical Support Specialist

Responded to phone, email, and web support requests in regards to connectivity issues. Setup new user accounts and provided software configurations for Windows, Mac, Linux, and Unix based operating systems. Provided first level support for hosted computers within data center.

Confidential

Network Administrator

Windows NT 4.0 administration, network backups, troubleshooting, risk assessment and prevention. Desktop support 40 employees. Procured hardware, software, and computer equipment.

• Accomplishments:
• Managed payroll department migration project from QuickBooks to Peachtree software
• Designed new graphics logo for Payroll checks