Senior technology specialist with over 10 years of IT experience. Excellent operational and business communications at all professional levels. Outstanding practical distributed team leadership experience. Strong organization, analysis and planning. Progressive positions of responsibility, leading to significant IT Management experience.

INTERPERSONAL SKILLS

• Strategic Planning
• Problem solving skills
• Strong people management ability
• Good judgment and leadership
• Project management
• Business analysis
• Technical documentation
• Budgeting

TECHNICAL SKILLS

• Windows Server 2008/2012
• Exchange 2007/2010
• ESET Smart Security 4
• Symantec Enterprise AV
• Symantec Ghost
• Windows OS and Windows Server
• Active Directory
• MS Project
• MS Office Office 365
• Cisco Switches and Routers
• iOS
• Android
• Frame maker
• Visio
• Spiceworks
• Lync
• VMWare
• HyperV
• SyncSort Backup Operations
• Orion NPM
• Familiarity with ITIL
• PROFESSIONAL EXPERIENCE

Confidential

IT Manager

• Build an Enterprise class IT department. Develop information technology capabilities and strategies by managing staff researching and implementing technological strategic solutions.
• Manage and develop internal information technology staff resources
• Evaluate and recommend existing and emerging technologies to improve IS capabilities
• Design, document, implement and enforce information technology policies and standards
• Design, implement and test backup and disaster recovery procedures
• Select and manage external vendors and consultants for optimal cost benefit
• Develop plans including budgeting to align IT and company capabilities with strategic company plan.
• PROFESSIONAL EXPERIENCE Cont.

Confidential

IT Manager/Project Manager

Built and organized the IT department for the VNA Albany. Consolidated and trained staff and created policies and procedures to implement a rational and functioning IT Department. Provided interim leadership and prepared IT Staff to operate effectively and independently. Inventoried existing infrastructure and put plans in place for logical and business driven refresh scheme.

• Improved phone system functionality, durability and capacity by planning complete transition from digital nonoperational phone system to distributed VoIP system.
• Improved IT Infrastructure usage by reorganizing office configuration to maximize usage of existing assets.
• Participated in negotiation and planning for replacement of outdated Electronic Medical Records system.

Confidential

Desktop Support Supervisor

• Oversaw the Desktop Support Team for the Research Foundation for SUNY and CNSEG450 Consortium. Supervised desktop specialists. Trained support staff. Prioritized desktop support workload. Evaluated and recommended upgrades and modifications to software and hardware. Performed Network Administration.
• Performed all tasks under strict SLA time frames, achieving a 96 SLA achievement rate. Goal was 90 .
• Created stable, consistent work environment through efficient installation and configuration of all technology software and hardware. ITIL Environment.
• Reduced PC turnaround and downtime by application of standard software images on computers
• Maintained full customer utility from all IT assets by timely response and resolution of desktop service requests and incidents.
• Reduced down time and decreased response time of team to subsequent customer issues by maintenance of excellent documentation of desktop issues and resolutions.
• Increased accountability and maintained consistent refresh cycle, through efficient and comprehensive hardware and software inventories.

Confidential

IT Specialist, Network Technician

• Provide first level support services to approximately 300 local and remote users experiencing technical issues and IT requests involving business applications and workplace productivity software. Problem tracking, diagnosis, replication, resolution, escalation and system/application support documentation. Install, and maintain all company hardware and software. Assistant Network Administrator.
• Increased technology usage and capability by building and administering Windows 2003 and 2008 servers.
• Maintained network security and access using Active Directory 2003 and 2008 including user accounts, groups, security, DNS, DHCP.
• Increased productivity through effective file and printer server management including network printer configuration.
• Increased availability of Customer Service Reps through superior Telecommunication maintenance and service.
• Ensured data security and reliability, through backup and restore operations for file servers.
• Created and support disaster recovery protocol for company.

Confidential

Computer Support/Sales Specialist

Provided fast, accurate customer sales and service. Computer Technical Support

PROFESSIONAL EXPERIENCE Cont.

Confidential

Operations Manager

Led a team of forty dedicated onsite Service Professionals, supported by dispatched resources as part of a global service delivery organization. Ensured the successful delivery of work station break fix and server support. Team was distributed throughout USA and Canada. Demonstrated excellent communication and negotiation in addition to service management skills. Provided individual or project lead support for complex multisystem installations with software, business, and management considerations. Provided leadership, technical assistance and guidance with request for proposals. Services included identifying needs, developing, and implementing solutions.

Reduced staffing numbers by 40 while increasing margin and customer satisfaction. Consistently surpassed SLA achievement requirement of 90 . Average SLA achievement of 96 despite 15 overload on tickets.

Business Analyst

Researched, analyzed and documented merged process integration for an enterprise Customer Management System Clarify/ClearVision . Project Manager for major database integration. Developed and delivered training to senior Compucom Associates.

Confidential

Project Manager

Managed a team of Technical writers producing documentation sets for Nortel Telecom products. Scoping, project control and communication, risk control and mitigation, budget and schedule responsibility.

Confidential

Project Manager, Technical Documentation and Training

Managed the production of multimedia technical documentation. Planned, designed and created training solutions and Job Aids for CleanRoom environment Technicians. Developed project plans, specifications, flowcharts, and presentations. Conducted and directed regular project meetings. CMMI implementation team member.