Experience

Confidential

IT Asset and Support Analyst

• Processing of all assets for the Hartford office of PwC. Which includes shipping and receiving of assets between offices to meet the business needs of the various locations. Preparing assets by entering them into the various tracking systems maintenance of those systems and preparing them for end of use processing.
• Management of all customer support efforts for the Hartford office. Handling all technical support, hardware requests and general IT requests for the 400 person user population of the office. Providing specialized hardware for Third Party Review requests and OGC processes.
• Refresh coordinator, setting up and assisting users with new updated pc's based on the 2 year refresh model. Responsible for the build, migration and collection of these machines. This entails also managing the schedule of available appointments, setting and completing these within the database and updating all asset related databases.
• Video conferencing subject matter expert, providing support for all of PwC's conferencing requirements in Hartford. Setting up and maintaining video systems, audio systems and room control devices. Providing on demand customer support to maintain effective communication between office and client sites nationwide.
• Project support for all infrastructure projects including network devices including wifi and computer room hardware. Telephony systems, cabling and support any systems that maintain connectivity between this site and the WAN infrastructure.

Confidential

Manager Confidential/Network Administrator

Major Projects Managed:

• Mobility Conversion: Upon initial engagement, users were only able to access company resources from their desktop. Converted the entire office over to Dell laptops increasing productivity and allowing for users to connect to resources from any location by also connecting the office to the states VPN and conferencing resources which they hadn't had previously.
• Company Move: Managed all contracts and vendors in the move and build out of a new space for the company at 280 Trumbull in Hartford from the original location at 450 Capitol Ave in Hartford. Worked on development of the network design, installation of all cabling, telephony systems and wi-fi capabilities for the new office. Supported the installation of the security system and joining it to the buildings badge system. Months of meetings, preparation and work provided a seamless transition from the old office to the new one for over 100 users and maintained continuity of business for the company.
• In House Managed Services: Moving the agency off of a bulky service contract and moving all network management services in house saved the company 30k annually and provided immediate internal control of network services.
• Conferencing the White House: In September 2013 a directive was received from the White House that all CEO's of the various Health Care Reform Act agencies should have the capability to participate in video conferences with the White House Situation Room by October 1st. Over a two week period I acquired the necessary hardware installed it and tested connection with the White House. Our CEO then participated in a variety of meetings that I managed which included and were lead by both former Secretary of Health and Human Services, Senator Sebelius and President Obama.
• IPA and Store Expansion: Managed all IT related efforts in association with the IPA or In Person Assisters project. This project coincided with an expansion of the company into retail outlets for our services. This entailed procuring and installing network equipment for the stores and providing the in person assisters equipment they would use in the field to assist customers in the process of acquiring insurance.

Other Highlights:

• Built, managed and maintained the network for the administrative offices of Access Health Ct
• Built, managed and maintained the network of their daughter company APCD
• Built managed and maintained the telephony systems of Access Health CT and APCD
• Managed all software and hardware contracts and vendor management
• Server setup and maintenance as well as updates to servers and shares
• Backup of servers and all company data
• Managed all major conferencing efforts with the State of CT Administrative Offices including board meetings and various council meetings as well as meetings with the White House Situation Room
• Procured and managed inventory of all IT equipment
• Formulated and maintained the companies pc build process
• Trained all IT support staff
• Provided training and technical documentation to non IT staff
• Managed network management system and supported critical and security system updates
• Managed peripheral security systems including cameras badges and readers
• Provided support for all company personnel and established protocol for support of all external and project workers
• Provided consultation on all IT related projects within various groups including marketing and finance
• Worked with vendors to integrate the external site accesshealthct.com with our own internal systems
• Played a pivotal role in making CT the most successful state to roll out and implement the HRA a.k.a. Obamacare

Confidential

Service Desk Analyst II

• Part of a team of technical support professionals supporting over 5,000 users running Windows XP/Vista providing remote support utilizing Landesk and desk side support for hardware such as network connectivity, monitors, printers, audio/visual systems and smart phones such as Blackberry and iPhone users
• Product owner of Techsmith Snagit software maintaining contract and licenses
• Field 20-40 calls per day troubleshooting a variety of software issues including Microsoft Office 2003/2007 including Outlook and Lotus Notes and proprietary applications supporting the claims processes
• Utilized Active Directory for new account creation, adds/deletes, password resets, etc.
• Documented and escalated trouble tickets using Heat and HP Service Center
• Technical project lead on a variety of projects, including implementing permanent Juniper SSG5 VPN setup for remote users.
• Created technical procedural documentation and provided training for end users and support staff on a variety of platforms including Lotus Notes, Citrix, VPN setup and A/V systems among others
• Main point of contact for all Latin America users

Confidential

Help Desk Analyst II

• Provided remote technical support for over 2,000 end users including financial advisors, branch personnel and corporate employees
• Utilized the DK and Remedy ticketing applications to accurately document call information for each call.
• Field 30-60 calls per day depending on call volume, mostly resolving calls concerning VPN, Active Directory, Citrix, Windows XP, Microsoft Office 2003 and over 50 additional business applications.
• Direct involvement in testing and troubleshooting current Webster technologies