SUMMARY:

• Over 18 years experience in the IT field with a desire to continue offering excellent leadership in a Service Desk or Helpdesk leadership environment.

TECHNICAL SKILLS:

• Management / Team Leadership
• Helpdesk / Service Desk
• System Administrator
• Incident/Change Management
• Information / SME Trainer
• Data Center Support
• Security Analyst
• Project Coordinator / Documentation
• Customer Service Specialist
• Servers 2003, 2008R2, 2012, Unix, Terminal, Exchange, Hyper - V
• Firewalls - Fortinet, Sonicwall, Cisco, Netgear
• AD, DHCP, DNS, WAN, LAN, VLAN
• Anti-Virus - Administrator for Trend Micro, Symantec, F-Secure, McAfee
• Backups - Cisco, E-vault, Symantec, Barracuda
• VMWare, vSphere, Virtual Box
• CSIRT, eDiscovery
• Ticket tracking tools: Remedy, Service Now, TRACK-IT, IT Help, Cherwell

PROFESSIONAL EXPERIENCE:

Confidential

IT Service Desk ISO

• Leading up Incident Management functions for evening shift. Facilitates Incident Management processes by following documented procedures and using available data, while maintaining an excellent relationship with the client, MAXIMUS teams support, and the service desk.
• 3rd shift team lead. Training junior members in service desk functions and policies.
• Creation and maintenance of the MAXIMUS Service Desk Sharepoint intranet website
• Night projects for various Maximus teams, such as eMAP supervisor changes, Solar Winds account for supervision during the Reston Data Center outage, Red Alert migration to Pingdom, Migration of 400 tickets for networking to their new queue, and vast independent projects for team leads, and service desk manager.
• Identify, research and assist in calls pertaining to application, networking, server, firewall, system problems and issues
• Assign user-name, password and access right permissions for multiple proprietary applications, as well as client software
• Promote a high level of customer satisfaction through proper telephone techniques, response with the appropriate amount of urgency to user problems

System Administrator

• Field incoming help desk tickets from end users via phone, email, and TRACK-IT
• Evaluate documented resolutions and analyze trends for ways to prevent future problems and provide recommendations
• Software upgrades & migrations (Sage 50, 100, 300, various others)
• Fortinet firewall configuration and maintenance
• Anti-Virus Management, F-Secure
• Active Directory & Email adds/moves/changes - Exchange, Office 365
• Backup & Disaster Recovery practices, and maintenance - Evault, Symantec
• Hyper-V, VMWare, Vsphere, SAN maintenance and configurations - Virtual Hosting

IT Security Incident Response Analyst

• Create, manage, and review incident reports involving IT security policies.
• Analyzes information and data from system security tools for processing and trending.
• Security testing projects such as Bit9 implementation eDiscovery projects such as file repair, restore, and storage.

Incident Manager / Analyst

• Application/Problem Incident Management - Manage teams for Monitoring and response of the Wealth & Trust, and Wholesale Incident EACO bridge lines. Knowledge of Application Upstream/Downstream dependencies, Business Impact of Incident, Application Usage, and ensuring quick application restoration. Also, reporting trends and root cause analysis (RCA).
• Change Management- Documentation and daily updates for upcoming Change reports.
• Configuration Management- maintain application records in Remedy. Insure relationship information is maintained in Remedy.
• Various daily and weekly projects consisting of Playbook, Runbook documentation, WIKI data site creation and entries, Wealth & Trust data entry for various projects into Pac2000
• SLA Reporting- Report on system availability on a daily and weekly basis. Show system availability against established SLA limits.
• Pac2000 / Remedy application, server relationship, and support updating

Team Lead - Operations

• Secure IT Asset Disposal and Certified Data Destruction Solutions, and ensured safety and security practices required by NAID certification standards.
• Supervised technical team, training, and project coordination
• Review and analysis of current operation standards for improvement

IT Manager

• Administration of Exchange, Network, Active Directory, Terminal Server, MAS90, SalesLogix, Sharepoint, PC Charge, SQL management suite, ASP.net.
• Administration of DAS, NAS, SAN storage, VMWare, & data backups. (IE Barracuda and Cisco NSS 326)
• Remote and local tools, such as Citrix Goto Meeting, Webinar, Assist, light Xen App, Client, Desktop testing, Dropbox, and other various utilities.
• Wireless and mobile device support. (Droids, iPhones, Berries, Ipads, laptops)
• Created and maintain a disaster recovery plan for all system and server components.
• Responsible for the daily performance and availability of the business’s application software (erp software) and hardware. Apply upgrades when appropriate and insure all third party add-ons to the ERP software are compatible with the current version.
• Migration of Mas90 from test servers to production servers.
• Performed hardware, software, and network installations. migrations, and configurations such as a migration of the MAS90 software from test servers to production, the installation of a new Sonicwall TZ210 firewall, and installation of new wiring for a new VOIP phone system that was installed.
• Web administrator using tools such as Magento, PhpMyAdmin, Wordpress
• Project Planning, Scheduling & Management / Team Building, Mentoring & Leadership

System Support Network Admin

• Active Directory Administrator
• Setup for accounts for each branch retail outlet office, for POS rollout installs
• Modify group policy for each branch before and after each rollout

Incident Manager

• IBM Control Desk operator - responsibilities include data analysis, problem solving, leadership, and customer service.
• Monitoring incidents that occur in the client’s information system environment, escalating issues as necessary to maintain documented response and resolution agreements.
• Facilitates Incident, Problem, and Change Management processes by following documented procedures and using available data, while maintaining an excellent relationship with the client, Information Systems support, and the Helpdesk.
• Central control point for Severity 3 issues within the IT environment. Ranging from WAN/LAN, networking, hardware, software, server, telecommunication, database and batch file operations.
• Responsible for communicating with all technical & team leads, management, and significant 3rd parties to evaluate and resolve all issues, restoration of services, and root cause analysis.
• 3rd shift operator dealing with overseas issues, including United Kingdom and China.

Incident Manager Project Coordinator

• Central control point for all large scale functions, damage control operations of all applications, server monitoring utilities, and tools for proper functioning.
• Controlled and monitored various applications, tools, utilities, servers to ensure the health and proper operations of those entities
• Responsible for communicating with all technical & team leads, management, and significant 3rd parties to evaluate and resolve all issues, restoration of services, and root cause analysis.
• Created, designed, and implemented projects within the team to ensure efficiency and cost savings.
• Responsible for properly documenting and outlining each IT project as necessary.
• Designed and implemented work standards, rule sets, problem management, and resolutions.
• Carried out SLA’s on all level’s of management systems.
• Provided excellent customer Service for in-coming escalated calls, documentation, and problem management issues.