SUMMARY:

• Committed & experienced IT Senior Director with a proven track record of excellence in leadership, project execution, customer service, metrics - driven results, teamwork, team-building, problem solving and negotiation.
• Excellent written and verbal communication skills and the ability to work field support and cross-functional issues with other management leaders.
• In-depth knowledge of Microsoft Cloud Services/O365, Windows-based PC’s, various mobile devices and related peripherals with the ability to adapt quickly to new hardware & software environments.
• Meticulous attention to detail and a demonstrated willingness to make a personal contribution.
• Relies on experience and good judgment to plan, execute and accomplish goals.
• Focused, flexible and self-motivated individual with a strong desire for a perpetually challenging career in the pharmaceutical and technology industries.

TECHNICAL SKILLS:

HARDWARE: Lenovo, HP, DELL, Apple & other desktop & notebook PC’s & related peripherals, HP Laser Printers and Scanners, Cisco IP Phones, Bluetooth devices, HP, Brother, Lexmark, RICOH & Canon Printers, Copiers, Scanners, & large multi-functions, Hubs, Switches and Routers, Cisco, Intel, SMC, Netgear, D-Link & Linksys/Cisco Wireless Networking and Devices including Gobi cards, Cisco TelePresence, Apple iPhone’s, iPad’s, Watch & other tablets, SmartCard Readers & Printers, Biometric Fingerprint Scanners, Smart phones, BlackBerry devices, Data Cards & MiFi’s, Print Servers, Fax Servers, Docking Stations and Port Replicators, Removable Drives, USB Backup Drives, Portable Projectors, Label Printers, Digital Cameras. Printer and Copier troubleshooting and maintenance.

SOFTWARE: Full Microsoft Office Suites (O365 Pro Plus and 95 through 2016) Intune EMM, OneDrive for Business, Excel, Word, Outlook, Project & Project Server, PowerPoint, Access, OneNote, Publisher, Visio, SharePoint, Skype for Business/Lync, Cisco Webex Teams, Nuance Power PDF, Gemalto/SafeNet SAS cloud and IDConfirm OTP systems, MS FIM/MIM, DirXML\Meta Directory, MS Exchange 5.5 through 2010, SCCM, Citrix XenApp/Receiver, Active Directory Admin Tools & ADUC, Lotus Notes, Accellion Secure File Transfer, WebEx, Forefront/SCEP, Symantec Antivirus, Sophos Antivirus, Cisco AMP & Umbrella, Symantec Enterprise Vault, Axios Assyst, various SSO products, Riverbed Steelhead Mobile, Good for Enterprise, Blackberry Work & Dynamics apps, What’s Up Gold, RSA SecurID, Gemalto Smart Card middleware and MobilePASS OTP, Adobe Acrobat Reader/Writer SAS, Clintrial, Clintrace, Oracle 8 to present, Oracle Clinical, Oracle Financials, Costing and Billing, OpenText Livelink, Business Objects, Salesforce.com CRM, Cisco UC, Skillsoft E-Learning, Image Solutions ISI ToolBox 5.0 Pharma Edition and DocComposer, MS MMC\Snap-in’s, FTP/SFTP Clients, Cisco SSL VPN, Hyperion Essbase, Concur & Ariba Buyer Procurement, Travel and Expense System, Microsoft ActiveSync, BlackBerry UEM, Enterprise Server & BAS, ADP Payroll, WinZip, Remote Desktop, LogMeIn Rescue, Central & Pro, SnagIt, Outlook Web Access, Docent LMS (Learning Management System), RPX Recovery Planner Electronic Disaster Recovery & Business Continuity Plan, MS MDT & OSD, SysPrep, Spyware & Adware removal programs, HP Web JetAdmin, Internet Explorer, Edge, Firefox, Chrome, Deltek TIME system, Captaris RightFax & EasyLink faxing, Confluence Wiki, MS Volume Licensing Site, Anuko World Clock/ZoneTick, Lenovo ThinkVantage tools, Seavus Project Viewer

OPERATING SYSTEMS:

Proficient with: Windows 10/8/7 and all prior Windows back to Windows 3x & also MS DOS.

Strong working knowledge of: MS Cloud/O365 Tenant and products, Windows To Go, Apple iOS, MS Active Directory Services & Windows Server.

Exposed to: Azure, UNIX, Linux & Mac.

PROFESSIONAL EXPERIENCE:

Senior Director

Confidential, Billerica, MA

Responsibilities:

• Direct long-range strategy and planning for End User Computing across the enterprise.
• Set department direction and motivate staff to achieve direction.
• Support the change management function as it applies to End User Computing.
• Lead and manage a global team of Project Managers and Engineers directly responsible for all desktop and/or mobile computing related initiatives/projects.
• Increase standardization of core processes; improve processes in support of strategic imperatives and programs.
• Manage deliverables relating to implementing pilots and prototypes.
• Collaborate with vendors (domestic and international) to implement standards required within Confidential .
• Lead enterprise wide desktop quality assurance and software packaging.
• Drive project work related to all acquisition activities; complete migration of desktops to Liberty standard desktops and support process to enable company application success.

Director, IT Operations

Confidential, Billerica, MA

Responsibilities:

• Lead global Windows 10 deployment including Skype, Cisco UC, O365 & OneDrive for Business
• Lead and direct all America’s regional IT Operations organization including WW Desktop Engineers. Increased responsibility in April 2016 to include WW Desktop Engineering.
• Mentor, improve and grow the Global Desktop Engineering team.
• Oversee and execute key projects and deliverables that directly tie to Operations and corporate overall strategy and goals.
• Achieved better than target Site Services ticket response and resolution metrics with year over year improvements across all sites.
• Continue to improve closed call Follow-Up user satisfaction levels.
• Global lead for workstation two factor authentication & secure remote access project and deployment using Public Key Infrastructure (PKI), Microsoft Forefront Identity Manager (FIM) & .NET & MD chips.
• Finalized BYOD policies with Senior Management and brought in Good for Enterprise, now Blackberry Work and Dynamics as the solution.
• Installed and implemented Microsoft BitLocker Administration and Monitoring (MBAM) and enforcement of encryption for all hard disks and removable media, worldwide.
• Deployed SSO solution to the region (PasswordBank), replacing the current SSO (Evidian).
• Provide “quick wins” to VP of Operations and the CIO. Some include Microsoft eLearning, Home User Program (HUP) and a VDI & BYOC solution for external resources using Microsoft Windows To Go.
• Continue to offer “brown bag” training sessions to end users on our standard apps & desktop optimization.
• Continue to administer the Microsoft Licensing, Enterprise Agreement, benefits and hours.
• Conduct end user satisfaction surveys, process the results and meet with business leaders to discuss points
• Other items from prior roles below still exist. Continue to support client connections, audits & IT needs.

Associate Director, IT Operations

Confidential, MA

Responsibilities:

• Responsible for managing the ongoing IT operations and support function for every Confidential office and every employee located in the United States & Canada. Acquired three more buildings during this time.
• WW Lead on the Windows 7/IE8/Office 2010 corporate deployment. Finished the project on time and under budget.
• Managed all aspects of the deployment including image, hard disk encryption, application compatibility, procurement assistance, lab testing, resolving technical issues, custom backup tool, training materials and website, validation work and temporary labor. Also deployed MS Lync & Cisco UC
• Globalized a standard, validated and optimized “gold” image using first MDT, then on to OSD via SCCM
• WW Lead on SCCM Ops takeover and named WW DRI for Application Deployment. Create and test software packages, process and quality documentation and forms. Manage packager and technologist.
• WW Lead & Administrator for LogMeIn, both Rescue for IT Support and Free for disaster situations.
• WW Lead for workstation hardware decisions/choices and the conversion from HP to Lenovo hardware. Worked with Lenovo/MS to optimize images. Continue to manage new model transitions & images.
• Serve on Patch Management and SCCM control board. Test and approve all changes and software packages prior to the push to workstations. Several large and successful deployments via SCCM.
• Created and delivered “Getting the most out of your Windows 7/Office 2010” training, given WW also.
• WW Lead for Lexmark relationship (standard home user printer). Developed custom application CD.
• Manage large move of hundreds from Lowell to Billerica. Setup users and printers Confidential multiple buildings.
• Assist Corporate Marketing with branding of the Desktop & email signatures, plus recording of meetings.
• Assist and oversee selection and implementation of a secure global equipment disposal vendor.
• Assist with the formation of a robust IT knowledge base using Confluence Wiki. Provide content & guides
• Other items from prior roles below still exist. Continue to author many user guides and handouts.

Senior Manager, IT Operations

Confidential, Lowell, MA

Responsibilities:

• Responsible for the support of every North American decentralized (home based) end user.
• Manage messaging (Exchange), Groupware (Lotus Notes), and Desktop support groups.
• Outsourced the loading of approved and validated workstation images to the suppliers, saving time and labor costs while improving the new hire onboarding process & experience.
• Named Global DRI for workstations, responsible for all validated images, standard software packages, optimization settings, screen saver, background and ADS Windows OS & Office Group Policies.
• Responsible for IT portions of the Electronic Crisis Management Plans and Disaster Recovery Plans.
• Author/Maintainer of Global standard procedure documents for deployment of equipment.
• Author/Maintainer of North American IT New Hire Orientation training slides and presentation.
• Created a “PC Clinic” tune up checklist & speed/optimizer steps that IT techs perform Confidential events globally.
• Took on Durham, NC site. Upgraded all Call Center and Training Room PC’s. Added external test drops.
• Deployed Axios Assyst for Service Desk and CMDB. Deployed Evidian SSO and OpenText/Livelink DMS
• Deployed Steelhead Mobile WAN optimization. Assisted with TelePresence, AD restructure and a home user self- help portal. Assisted with green IT initiatives such as reduction of power/printers & duplexing.
• Other items from prior roles below still exist. Continue to assist in Quality Infrastructure Assessments.

Confidential, Lowell, MA

Help Desk Manager & Blackberry Administrator

Responsibilities:

• Responsible for managing the ongoing IT operations and support function for the region.
• Supported and ensured availability of essential mission critical systems and infrastructure.
• Managed budget forecasts, expenditures and salary planning within the department.
• Managed and lead “on call, 24/7” NA North East Help Desk and dept. of Level 2 & 3 techs.
• Managed Data Center Operators responsible for nightly backups, restores and operations.
• Provided support for over 1650 end-users. Resolved high-level & executive work orders.
• Telephone and remote support for over 600 decentralized and off-site VPN\Dial-up users.
• Responsible for ongoing, regular key controls & evidence for Sarbanes-Oxley compliance.
• Facilitated the resolution, communication, and documentation of NA service interruptions.
• Piloted and rolled out BlackBerry handheld wireless solution for employees with full support.
• WW Lead (DRI) of team responsible for the In-house custom Corporate Help Desk system.
• Member of the World-Wide Change Control Board responsible for Infrastructure changes.
• Managed software licenses and database for compliance. Managed MS Select CD Library.
• Author of Global Help Desk procedure documents and Global forms used for access, etc.
• Responsible for IT representation Confidential client audits and internal benchmarking remediation.
• Responsible for WW Windows XP builds, testing for validation and the regional XP rollout.
• Other items from prior roles below still exist. Continue to provide content for Intranet pages.

Supervisor, IT Operations

Confidential, Waltham, MA

Responsibilities:

• Manage and lead “on call, 24/7” department of Level 2 & 3 techs Confidential the World Headquarters
• Managed & Completed Windows 2000 rollout project for 2 sites.
• Provided status updates & reports.
• Managed & Completed ADS project for region. Migrated users, comp, pw’s & created OU’s
• Provide support for over 720 end-users. Resolve Level 2 & 3 Desktop Support work orders.
• Administer Domain Users and Computers using Active Directory Services (Domain Admin).
• Administer Novell & NT accounts using NetWare Admin, ConsoleOne & NT User Manager.
• Administrator of North American CashProWeb financial application users, accts. & Modules.
• Administrator of FaxPress servers & accts. Res. for 24/7 monitoring, archiving & support.
• Member of WW team responsible for new release of In-house Corporate Help Desk system.
• Author of North American standard procedure documents for deployment of equipment.
• Principal NA Northeast IT Classroom Trainer and author of NA IT Training Materials.
• Test & write validation documents for Win2k systems to comply with Federal 21CFR Part 11
• Interview candidates for employment. 6mo. & 1yr. Performance Management Development.
• Create and maintain standard & validated ghost images used Confidential all North American offices.
• Maintain on-hand pool of new and loaner equipment. Donate and salvage old equipment.
• Qualify & assist Procurement Dept. with vendor & equipment selection on IT purchases.
• Scheduled and random visits to department heads and managers to insure office stability.

Lead PC Technician

Confidential, Framingham, MA

Responsibilities:

• Led and supervised teams of technicians Confidential onsite locations for multiple jobs/end users.
• Installed DELL, HP, NEC & Compaq workstations and laptops. Performed data migration.
• De-installed, packed & removed old workstations. Configuration of Novell NetWare clients.
• Memory upgrades. Setup and configuration of MS Outlook clients. Software upgrades.
• Setup and configuration of online portable labs consisting of laptops, hubs and projector.
• Performed backups and restores. Installed local & network printers.
• Asset tracking, tagging, server and network equipment assessment and inventory logging.

Inventory Control Supervisor

Confidential, Westwood, MA

Responsibilities:

• Supervised inventory & receiving staff in an office & warehouse environment.
• Assisted in the introduction of All Points and Oracle systems for warehouse management.
• Resolved technical problems with warehouse and office PC’s. Configured RF devices.
• Installed network printers.
• Supported and configured Outlook 98 email clients in an NT 4.0 environment.
• Troubleshot MS Office Suite 97. Supported All Warehouse Control Systems
• Responsible for procurement and replenishment of over 15,000 products.
• Managed database systems for inventory accuracy.
• Maintained and distributed documents, guides and analysis reports on a scheduled basis.
• Instituted inventory policies and procedures.
• Greatly reduced excess inventory costs.
• Interviewed candidates for employment.
• Conducted performance appraisals/reviews.

Senior Inventory Analyst

Confidential, Woburn, MA

Responsibilities:

• Auditor responsible for 35,000 products in over 150,000 sq. RF scanner & manual counts.
• Resolved discrepancies and errors using system inquiries, reports, documents & interviews.
• Managed two database systems w/24hr security clearance and access to critical programs.
• Assisted Information Systems in resolving system errors and problems.