OBJECTIVE:

• A management or a technical position in the Information Technology Department with a company that will utilize previous experience and skills to meet business objectives and support commitments to customer service, employee development, and continuous improvement.
• A position in a results - oriented company that seeks an ambitious and career conscious person, where acquired skills and education will be utilized toward continued growth and advancement.
• Develop and implement PPT s Managed Services value - add service offering. Create value proposition and assist marketing on launching go-to-market strategy to ensure success.
• Work directly with Regional Sales Managers/Directors across the globe to assist in driving potential Managed Services business within their territories. Provides pre-sales support to rep s working on a potential deal.
• Provide input and market gap data to pricing model to ensure revenue targets are achieved.
• Hire staff to support business model and assist in implementing a 7x24x365 delivery model.
• Escalate negative customer satisfaction and engage to resolve open issues.
• Manage vendor relationships relating to Managed Services delivery.
• Provide performance reviews for all direct reports.
• Work with Supply Chain where applicable.
• Ensure procedures are documented where applicable and implement an effective track, measure and report capability on the entire business.
• Develop and coordinate corrective and preventive action plans for non-existing or non-conforming processes.
• Work with sales to uncover opportunity within PPT s install base in CNY.
• Develop ancillary services to support core Managed Services offering.
• Own P&L for Managed Services business.
• Ability to influence customer and/or organizational leadership to accomplish objectives
• Strong operational knowledge and experience with outsourced managed services offerings and platforms
• Strength in hiring, recruiting, managing, developing, coaching, and retaining individuals and teams, empowering them to elevate their levels of responsibility, span-of-control and performance.
• Excellent presentation and executive reporting skills.
• Demonstrated experience with vendor management contracts.
• In depth, strategic and tactical understanding of assigned areas of responsibility
• Proven leadership and managerial skills; demonstrated ability to inspire and develop high performing employees as well as lead and influence cross-functional teams
• Strong leadership skills with proven ability to influence change and communicate with diverse stakeholders
• Excellent relationship and communication skills, highly collaborative - can build rapport and credibility
• Experience working on technology integration projects
• Strong program and/or project management leadership abilities
• Ability to exercise discretion and independent judgment in making decisions

TECHNICAL SKILLS

Nortel Certified Technician: Certified to install all Nortel Norstar and BCM products. Nortel is the leader in the industry.

PBX Systems: Installation, Programming and Support of Lucent Definity Switch at UHC for 3 years. Including Moves, Adds and Changes.

Key/Digital Systems: Installation, Programming and Support for Nortel Norstar, Avaya/Lucent Partner, ATT Merlin, Samsung, Panasonic,Iwatsu, Comdial, Vodavi, Toshiba and NEC systems.

VOIP Systems: Installation, Programming and Support for all Nortel BCM 50, 200, 400 and 1000 and Cisco phone systems.

Voice Mail: Installation, Programming and Support for all voice mail for systems listed above.

Paging and Intercom: Installation and Support of all paging and intercom equipment Viking, Bogen and Valcom.

Conference Room Equipment: Installation and Support for Video Conference room equipment over ISDN lines for multiple sites. Polycom.

Wireless Phones: Installation and Support for all Nortel & EnGenius Wireless solutions for all phone systems above.

Equipment: Used all of the following equipment impact tool, phone test set, toner, probe, Voltage and circuit testers, and Cable locator.

Ortronics Copper Certified Technician: Certified to install all Ortronics Copper cable Cat3, Cat5, Cat5e, Cat6 and Cat6A. Ortronics is the leader in the industry.

Ortronics Fiber Certified Technician: Certified to install all Ortronics Fiber cable Multi Mode, Single Mode. Terminating, splicing and polishing.

Ortronics Certified Technician for all Products: Certified to install all Ortronics products this includes, Racks, cabinets, wire management, Patch Panels and blocks and all fiber connectors.

PROFESSIONAL EXPERIENCE

Confidential, Marlborough, MA

Sr. Hardware Field Engineer/ Project Manager

Responsibilities:

• Ensures timely, professional, and effective response to customer service needs to maintain a high level of customer satisfaction. I am able to be scheduled for work on shifts occurring at any time of day. Provide excellent customer service to maintain positive business and customer relationships
• Provides effective problem analysis and identification remotely before arrival at customer site; determines needed parts and documentation to minimize down time and multiple trips.
• Performs service in a cost effective manner.
• Displays professional attitude and courtesy while on site. Maintains effective communication with customer and our customer support center during repair process and any projected delay.
• Analyzes software and hardware error logs, utilizes diagnostic and troubleshooting techniques and operating system analysis to ensure timely and effective repair.
• Analyzes, diagnoses, troubleshoots and repairs hardware, storage area network and systems configuration and compatibility problems.
• Utilizes multiple tools for remote system connection to perform remote diagnosis, repair or configuration changes.
• Follows customer specific repair procedures.
• Assesses current and future customer needs based on usage of the system.
• Provides remote technical, to field engineers and customer end users, via problem identification, troubleshooting, diagnostics and repair strategy, through resolution on a 7x24 hour basis.
• Performs research or collects information on specific technical hardware/software related issues to determine root cause, identify alternatives, and implement a solution. This may include participating in post mortem meetings with customers. creates and reviews knowledgebase for technical solutions, revised processes, and technical documentation.
• Demonstrates strong working knowledge of the specific OEM operating environments, connectivity and networks.
• Provides technical knowledge on specific OEM hardware products in pre - sales opportunities in support of the sales team.
• Assists with customer system administration duties in break fix situation.
• Trouble shoots, reports and liaises with the Support Center on open problem resolutions. Evaluates system specifications and installation parameters. Assist Account Managers and other sales staff; effectively communicate with team-members
• Develops action plans on a timely manner for field engineers to execute and work to resolution of the problem
• Determines needed parts and quantities based on contracts in service area
• Return bad or excess parts in a timely manner.
• Manages accurate inventory count, daily and as required and performs bi-yearly physical count inventory.
• Productive with minimal supervision, excellent time management skill set
• Accurately completes and timely returns audit forms, email replies, timesheets and expense reports. Attends and participates in regularly scheduled team meetings.
• Accounts for all activities correctly using Field Point & Astea time reporting utility
• Served as senior or mentor role to all Associate Field Service Engineer

Confidential, FL

Sr Network Field Engineer/Telcom Engineer

Responsibilities:

• Provide technical support for 2500 small and medium size companies in the local area.
• WAN/LAN hardware/software administration, design, installation and configuration.
• Design and implement network solutions to meet customer requirements.
• Ensure reliability, scalability, and security of network and systems
• MS Windows 2003/2000/NT4 Server, Exchange Server, Lotus Notes administration, Active Directory.
• MS Windows XP/2000/NT/9X desktop/workstation operating systems.
• Technically oriented - resourceful in problem solving and strategic planning to alleviate customer’s problems.
• Backup Exec, Veritas, ArcServe network backup software.
• MS Office 2003/XP/2000/97, Access 2003/XP/2000/97, Outlook 2003/XP/2000/98.
• TCP/IP Ethernet Networking, DHCP and static IP addressing,
• Wireless Networking, 802.11n/g/b/a and Bluetooth.
• Monitor customer’s networks remotely with Remote Desktop, Ultra VNC or Terminal Services.
• Symantec Antivirus Corporate Edition & GFI for Exchange.
• Symantec Ghost & other imaging software we support.
• CITRIX and VPN based mobile/remote computing solutions, PCAnywhere.
• Network security, VPNs, tunneling and IPSec
• Help Desk / end-user LAN/Hardware/Software support.
• Change control and disaster recovery.
• Work with ISP providers for T3, T1, ISDN or DSL to correct problems.

Confidential, NY

IT Manager/Sr Network Lan Analyst

Responsibilities:

• Responsible for providing technical support for PC/LAN operations for five NY and NJ offices.
• Responsible for managing 6 Subordinates in Technical roles (day to day operations, projects and reviews).
• Directs support activities across multiple platforms and environments.
• Leads process improvement initiatives.
• Directs training of other IS sections and users.
• Acts as stakeholder on standards development. Responsible for enforcement of standards.
• Interfaces directly with senior management on Projects and initiatives. Manages multiple Projects, professional and technical staff.
• Assigns personnel to projects, directs activities. Prepares activity and progress reports.
• Ability to assess organizational needs and implement administrative procedures.
• Ability to communicate effectively with customers, management, and staff. Dealt tactfully and effectively with difficult customers.
• Attended corporate planning meetings and assisted in writing policies and procedures.
• Consistently rated superior in both technical expertise and supervisory ability. Demonstrated effective and consistent technical support.
• Constantly looking for and discovering simpler and more effective methods of streamlining operations.
• Earned a reputation as a valuable and cooperative coworker by: being fair, honest, and willing to help others when needed; effectively resolving conflicts at appropriate times; and assisting new managers and other staff to become familiar with policy and operations.
• Technically oriented - resourceful in problem solving and strategic planning to alleviate problems
• Reputation as an efficient manager of people and resources with a record of integrity, dependability, and exceptional customer service.

Confidential, NY

Technical Support Specialist

Responsibilities:

• Provided technical support for desktop computers and network connectivity in a mixed platform environment.
• Perform diagnosis and resolution of network, hardware, and software problems.
• Configure desktop computer systems and install the equipment at the users' location.
• Experience as a computer technician utilizing Macintosh OS, Windows XP and 2000 Workstation.
• Answer incoming customer calls and emails coming through the Technical Support Call Center.
• Log and manage reported issues through the case management application and work directly with other support resources to provide timely resolutions to customers.
• Provide timely and proactive status responses to customers in regards to open cases.
• Work with Graphic Design team, when required, to help manage customer relationships.
• Assist other resources with issue research and resolutions during peak Call Center activity or as required.
• Manage the distribution of incoming issues (from both internal and external clients) from multiple media sources across the rest of the support team (emails, voice messages, faxes, etc.).
• Ensure that client service is the key area of emphasis and that all customer expectations are met so that they meet all agreed upon SLA’s (Service Level Agreements).
• Create and manage new customer Work Orders and Change Requests through completion.

Confidential, NY

Help Desk Team Lead

Responsibilities:

• Manage Helpdesk technical support services.
• Customer oriented providing services accurately and with a sense of urgency.
• Coordinate the development of process & procedures to ensure quality and operational consistency.
• Develop and ensure compliance with change control policies and procedures.
• Direct day-to-day activities of the Helpdesk support team.
• Contribute to the evaluation of new technology and equipment selection to improve efficiency.
• Analyze support issues and develop technical and process solutions to solve business problems.
• Oversee the development of automated processes to monitor hardware and procedures in the IDF closets.
• Utilize the appropriate project management methodology and insure the effective utilization of team resources.
• Develop and recommend policies consistent with company objectives and standards.
• Review the work of the Helpdesk support services team and prepare quarterly performance evaluations.
• Coordinates the work of outside vendors to insure service level requirements and timelines are met.

Confidential, Melville, NY

Help Desk Team Lead

Responsibilities:

• Managed the Helpdesk for three major accounts PriceWaterhouse, Continental Cablevision and Carrier.
• Supervised 20 Support Technicians. .
• Determine staffing levels and manage departmental budget.
• Oversees the workings of the Help Desk team including employee issues, training, and daily performance.
• Analyzes statistical data and determines departmental strategy accordingly.
• Oversees the establishment and management of Service Level Agreements through subordinates.
• Manage the problem escalation process and communication plan. Evaluate recommendations for process and procedural improvements.
• Evaluate recommendations for new software and hardware products.
• Phone support for 10,000+ users troubleshooting all software, hardware and network issues for both PC’s and Mac platforms.
• In charge of inventory of all existing hardware, software and user information for asset management. (Lotus Notes database.)
• Phone support for another 5000+ remote users throughout the United States and Europe.
• Served as single point of contact for customers, technical support teams and vendors.
• Sr. Technician for the account.

Confidential, Hauppauge, NY

Field Service Engineer

Responsibilities:

• Performing repair calls at corporate and educational institutions.
• Assigned to major accounts, Phillip Morris, Gartner Group, JW Thompson.
• Put Apple Network Labs in all the NY schools
• Surveying and documenting existing networks
• Completing approximately between eight and twelve service calls per day.
• Completing short term on site corporate projects and acting as back-up for full time, personnel.
• Performing on-site troubleshooting and diagnosis of malfunctioning PC, Mac, laptop, other devices.
• Researching the correct replacement part number when ordering from a vendor.
• Providing accurate and up to date status on all Service Orders assigned on a daily basis.