SUMMARY:

• Administrator for Office 365/Exchange, Active Directory, Learning Management SoftwareMobile Device Management, Shoretel PBX VOIP, IVR and ECC systems, Render farms, Cisco Meraki and Sonicwall.
• Business Analysis, Exploration/testing and negotiation of hardware and software.
• Management experience for high volume Help Desk departments.
• Adept at supporting customer networks, including routers, switches, VPN access, DHCPcabling and network devices.
• Some knowledge of MySQL.
• Extensive knowledge of computer hardware and software, installation and troubleshooting.
• VMWare experience.
• Experience with large rollouts of new hardware and software in time constricted periods.
• Experience with SLA for multiple clients, third party at both national and international levels.
• Knowledge of Microsoft Word, Excel, and PowerPoint.
• Experienced with managing small and large teams, project management and customer service best practices.
• Experience with Enterprise level applications, Payroll, Inventory, and Sales.
• Managed teams located in 3 different continents totaling over 120 techs.
• Coordinated and oversaw support for clients in North, Central and South America, the Caribbean and Europe.
• Hands on experience supporting terminals for POS systems (Linux and Windows based).
• Bilingual, Spanish and English.

WORK HISTORY:

IT Manager

Confidential, Warmister, PA

Responsibilities:

• Administrator for Exchange, Active Directory, Learning Management Software, Mobile Device Management, Shoretel VOIP, IVR and ECC systems, Render farms, Cisco Meraki and Sonicwall.
• Built Help Desk department from the ground up, created procedures and trained current IT staff on industry standard guidelines for user interaction.
• Replaced existing network from Sonicwall/Netgear to Cisco Meraki. explored optionstested and negotiated pricing as well as conducted implementation and configuration.
• Part of my job is tackle current business issues and needs and find the best solution available while considering set budgets and future.
• Working with users at multiple levels to resolve day to day issues with software and hardware.
• Selecting resumes and interviewing candidates.
• Identifying, exploring and negotiating with vendors for hardware and software.
• In charge of the IT help desk which includes ticket distribution, managing techniciansSystem admins, Network admin, Cyber Security team, follow ups, ongoing training of technicians, assigning projects and approving purchases based on set department budget.
• Managing 2 offshore teams, one for Web developers (Ukraine) and one of Software
• Developers (65% Salesforce related).
• Managing Office365, adding users, creating groups, some PowerShell usage, creating rules, blacklisting addresses.
• Manage the ShoreTel VOIP system, from adding a new user all the way to creating a script for how the auto - attendants behave, Customer messages, caller options and scripts for dips to SQL database, manage ECC for the Call Center, last point of escalation before contacting Vendor/TAC.
• Creating inventory control and processes for accounting approval.

Support Department Supervisor

Confidential, Doylestown, PA

Responsibilities:

• Supervisor of support department for thousands of locations on North, Central and South America, The Caribbean and Europe.
• Supervising over 120 technicians in 6 different teams across multiple continents on a 24/7/365 schedule.
• Creating scheduling for a 24/7/365 Help desk environment based on metrics
• Review technician progress, creating letters of recommendation or advising on ending contracts for individuals that are under - performing.
• Created review processes, quality control and training programs from the ground up, that are now used company wide.
• Coaching of technicians on advanced troubleshooting techniques, network and software when required.
• Point of contact for sensitive accounts and technical escalations.
• Help troubleshoot escalation tickets with complex issues.
• Employee attendance tracking with point-based system.
• Identifying and assigning tickets for specific teams and individuals.
• Coordination with third party companies and installations.
• Conflict resolution for individuals as first step before HR.
• Extensive use of metrics to set goals for teams and to ensure adequate staffing.
• Streamlined procedures and implemented standardization Company wide.

Confidential, Doylestown, PA

Responsibilities:

• Promoted from Systems Analyst to Senior Systems Analyst after less than two years with the organization, in recognition of comprehensive knowledge of Confidential technologies.
• Managing servers and terminals: troubleshooting error messages, manually installing packages, setting up and troubleshooting network devicesuse of command line (bash).
• Managing Confidential software: supporting POS software, researching causes of incorrect information for payroll, issues with SQL inventory databases.
• Support for POS hardware, touchscreen devices, wireless pads, fingerprint scannersand serial devices.
• Scripting skills: reading and testing PHP scripts and, when necessaryadjusting them.
• Network administration
• Troubleshooting router connectivity issues, set up port forwarding and LAN.
• Troubleshooting ports on switches.
• Support OpenVPN software and certificates for access to Linux servers.
• Troubleshooting connection issues with Cat5 and fiber optic cables.
• Configure and troubleshoot DHCP, run on Linux servers.
• SQL administration - Researching query errors, updating, deleting and repairing tables on
• MySQL databases.
• Windows support - Configuring and troubleshooting file sharing and permissions, software- based firewalls and antivirus, in order for PCs to connect to Linux servers.
• Provided remote support through LogMeIn.
• Training - Training end users and junior technicians. Responsible for new employee onboarding.
• Documentation - Using proprietary ticket tracking software, thoroughly document resolutions and workarounds.
• Experience with handling confidential and sensitive information.
• SEMS enterprise software set up and troubleshooting, client training.
• Training and troubleshooting of Payroll related issues.
• Inventory training and troubleshooting.
• Support, Set Up and Troubleshooting of Royalty Programs.

Extern

Confidential, Philadelphia, PA

Responsibilities:

• Upgraded and repaired desktop and laptop hardware: installed additional RAM, new PCI and PCIe cards, GPUs and CPUs.
• Upgraded and repaired Windows OS (XP and Vista), installed new software (Office and antivirus, among others.) Removed viruses and other malware. Troubleshot and installed drivers.
• Manually recovered data from damaged hard disk drives.
• Provided excellent customer service as the main point of contact for PC support customers.
• Supervised two other interns.
• Used TeamViewer for remote support.

Transportation Specialist

Confidential

Responsibilities:

• Deliver goods to stores across the northeast of the country.
• Responsible for reading maps and trip planning.
• Operation in all season handling of eighteen - wheeler using defensive driving.

Customer Care Associate

Confidential, Langhorne, PA

Responsibilities:

• Supported Abbott software on customers Windows - based laptops and PCs.
• Resolved issues with Abbott glucose meter hardware and Software.

Quality Control Tech

Confidential, Southampton, PA

Responsibilities:

• Proactively recognizing, evaluating, and addressing problems with image quality.
• Responsible for ensuring that documents are prepared, scanned and data entered in various databases.