SUMMARY

• Hands - on IT and Desktop Manager with strong technical competence and broad business acumen.
• The ability to lead a team of professionals effectively. Effectively able to implement IT policies and procedures for maximum efficiency. The ability to establish, and maintain rapport with general and IT staff through thorough and strong communication skills. Possess a strong sense of urgency and strong commitment to quality customer service.
• Self motivated with excellent analytical and problem solving abilities.
• Highly organized self-starter possessing the skills to work independently, or with others, on multiple projects simultaneously in order to meet deadlines.
• Ability to work well under pressure. Experienced in translating business goals into technology initiatives.

TECHNICAL SKILLS:

Proven track record of leading enterprise system implementations and upgrades on time and within budget Hardware Active Directory Version 5.2.3790.3959, vSphere Client Version 4.1.0, vMware vCenter Server Version 4.1.0, Citrix MetaFrame 1.8 for Windows 2000 and Citrix Nfuse Server Based Computing, NetIQ Server Monitoring Software, SoloarWinds, RSW Server Maintenance, LANDesk Suite 6.6, Commvault, Brightstore, Arch Serve, VERITAS and Seagate Backup, Microsoft Dynamics, Terminal Service 5.00, Avaya Phone System, Zeacom, Webshield e500 version 2.6, Office 365, Exchange 2003, 2010, and 5.5 Server Blackberry Enterprise Server 2.1, Track it, Manage Engine, Remedy, CheckPoint VPN & Firewall - 1 Security Policy V 4.0, Compaq Insight Manager, Elron Internet Monitoring Program, Microsoft Office 365, 2016, 2013, 2010, 2007 Operating Systems IBM, Dell, HP, and Compaq Servers, 3Com and Cisco Switches, Cisco Router, IBM, Compaq, Dell, HP and Gateway desktop and laptop Windows 2012, 2008 R2, 2003, 2000 Server and 2000 Advanced Server, Windows 10, 7, 2003, XP Professional, Novell Netware 5, Windows NT Terminal Server.

Bridgeport, CT

Service Desk Manager

Confidential

Responsibilities:

• Manage a team of 5 Technicians
• Developed standards and best practices in building and maintaining Windows 2010, 2007, 2000 and XP machines
• Developed standards and best practices in building and maintaining Windows 2000, 2003, 2008 and 2012 Servers
• Architecture, implementation, and administration for all Windows platforms
• Responsible for Office 365 Administration, day-to-day operations as well as daily management of the Infrastructure
• Reduced Open Tickets from weekly average of
• Developed and fostered partnerships with the Customer Care organization to restore confidence in team's ability to deliver and meet customer needs.
• Architected and implemented creative technical solutions to enhance team's support offerings

Norwalk, CT

Confidential

Responsibilities:

• Improved staff efficiency and productivity by implementing new troubleshooting processes and relocating resources resulting lowest ticket levels in team history
• Implemented rolling knowledge base to decrease resolution time.
• Wrote, evaluated, and implemented IT policies and procedures for maximum efficiency
• Structured, lead, and developed IT staff for maximum effectiveness
• Ensured users are provided professional, courteous, and timely support and service by entire department
• Responsible for daily management of local IT staff and Infrastructure including Servers, all hardware, software and peripheral equipment as well as Executive 3rd level support. Act as Project Manager for Norwalk office to manage, oversee, and administer various projects including Server Consolidation, VMWARE migration, Windows 7 Migration, Office 2007 and 2010 deployment, Microsoft Lync 2010, Office Communicator 2007 SR2 deployment, SAP and SEP install and upgrade, deployment of Cisco Wireless Access Points, DFS Servers and DHCP Servers build.
• Implemented policies and procedures for deployment and technical support of over 1000 laptops, desktops, and MACS across various offices.
• Created/led processes to enhance support offerings to meet field technical needs

Norwalk, CT

IT Manager

Confidential

Responsibilities:

• Responsible for overseeing all aspects of IT, voice, data, and Telecommunications for 500+ users in 8 National offices and various remote sites.
• Managed Local IT staff of 8. Responsible for and managed the day-to-day operations as well as daily management of the Infrastructure. Responsible for all IT related issues, LAN\WAN, Desktop, Server, AV improvements and purchases for Octagon MNA Inc. as well as other responsibilities.
• Managed the team to high levels of customer service and delivery of innovative technical solutions. Established processes to secure and maintain higher level of service for Octagon Marketing Division as well as overseeing technological, operational and administrative activities needs for all Remote Sites.
• Developed and implemented processes to leverage the technical support team as efficiently as possible in supporting 8 offices nationally which helped lead the IT team to the lowest ticket level in team's history (7 years).
• Manage, oversee, and administer various projects including migration from Novell Netware to Microsoft 2003 Server environment and IPG core network, migration of all users to Exchange 2003, manage local Active Directory infrastructure, deployment of LANDesk, Office 2007, SAP, Computrace, and Symantec.
• Establish and maintain local IT procedures and processes to enhance and ensure end user satisfaction.
• Responsible for and managed Octagon MNA IT Procurement, Inventory Control.
• Manage and administration of in-house phone support on current Meridian phone system and Mobile device support.

White Plains, NY

Network Administrator

Confidential

Responsibilities:

• Architecture, implementation, and administration of Server Based Computing with Citrix Nfuse, Citrix Terminal Server Windows, MetaFrame and Server farms for USTA local and Wide area network in National and sectional offices.
• Establish and administer USTA LAN\WAN, Microsoft Exchange service levels.
• VLAN configuration Cisco Router and Catalyst Switch configuration and maintenance for the extension of switched networks
• Manage and execute Server maintenance schedules and backup procedures
• Monitor and evaluate USTA local and wide area network traffic and availability conditions, e.g., Internet and overall connectivity to section and national offices.

Technical Analyst

Confidential

Responsibilities:

• Installation, configuration, administration, and maintenance of Windows NT 4.0 multiple servers on multiple domains.
• Microsoft Exchange Administration NT Server upgrade and configuration.
• Managed Servers, Network components, Workstations and software compliant for Y2K process
• Support infrastructure for all end users throughout USTA.
• Installation and administration of DHCP Server, RAS client and Server, Print Servers, workstation rollouts