Inaugural team member. Responsible for implementing core infrastructure as well as CI/CD pipeline. Company is in incubation phase. • Ownership of all production and shared infrastructure.• Build systems for applications and Docker images, including standards and best practices. • CI/CD pipeline supporting deployments and automated fallback. • Engaging with key stakeholders to ensure high site/system reliability. • Lead Incident Response and Root Cause Analysis.•… Show more Inaugural team member. Responsible for implementing core infrastructure as well as CI/CD pipeline. Company is in incubation phase. • Ownership of all production and shared infrastructure.• Build systems for applications and Docker images, including standards and best practices. • CI/CD pipeline supporting deployments and automated fallback. • Engaging with key stakeholders to ensure high site/system reliability. • Lead Incident Response and Root Cause Analysis.• Agile/Scrum collaborator.• SDLC familiarity with waterfall and spiral models. Show less

Lead the Desktop Team and provided excellent, customized support to end users at Corporate and Branch locations.• Assisted in direct end user support, including executive support during and after business hours.• Ensured solutions are documented and kept up to date in the solutions database.• Ensured timely resolution to customer support tickets, actively managing the desktop support queue in the ticketing system.• Managed critical and standard support escalation requests… Show more Lead the Desktop Team and provided excellent, customized support to end users at Corporate and Branch locations.• Assisted in direct end user support, including executive support during and after business hours.• Ensured solutions are documented and kept up to date in the solutions database.• Ensured timely resolution to customer support tickets, actively managing the desktop support queue in the ticketing system.• Managed critical and standard support escalation requests, effectively communicating issues and expectations for resolution to all levels of management.• Set an example as an actively involved and engaged leader who is hands-on, detail oriented, and a shirt sleeve manager.• Worked closely with other IT groups to build and implement IT strategy in support of the customer.• Managed software roadmap for desktop infrastructure to include Windows OS, Office, anti-virus, patching, third party business applications/clients, and other software as needed.• Researched, designed, implemented and maintained desktop software images to keep current with software updates and security patches.• Actively managed costs of maintaining workstations via hardware asset management and software license management, assisting in licensing true ups as needed.• Provided estimates for hardware and software requirements for business projects related to desktops, laptops, printers and other peripherals as needed.• Responsible for the management and development of the Desktop Support Technicians reporting to this position.• Provided system reporting to management as requested. Show less

Provide technology recommendations to VP of IT and develop Corporate IT policies and procedures that promote company’s mission and objectives. Inspire, grow, and develop talent while providing vision and setting direction for the team; lead effectively through outcomes rather than tasks.Collaborate well with partner teams to achieve shared objectives, provide strategic insight, and lead continuous improvement efforts in customer service and operations.Drive results by… Show more Provide technology recommendations to VP of IT and develop Corporate IT policies and procedures that promote company’s mission and objectives. Inspire, grow, and develop talent while providing vision and setting direction for the team; lead effectively through outcomes rather than tasks.Collaborate well with partner teams to achieve shared objectives, provide strategic insight, and lead continuous improvement efforts in customer service and operations.Drive results by tracking key operational metrics, identifying process improvement opportunities and delivering on strategic initiatives.Oversee the design and operation of various Azure cloud-based services, systems, and applications.Lead hiring and career development for a team of intelligent, ambitious professionals across a variety of technical disciplines.Work across the organization to establish processes and implement/monitor service level objectives to ensure service delivery issues are resolved according to Service Level Agreements (SLAs).CI/CD pipeline supporting deployments and automated fallback. Agile/Scrum collaborator.SDLC familiarity with waterfall and spiral models. Show less

Provided hands-on management to Service Desk worldwide while leading support teams spread across the globe, optimizing customer support coordination between the US, China, Asia Pacific, and Europe.• Spearheaded a top performing global distributed Service Desk team with an emphasis on both healthy employee morale and a positive customer experience.• Developed, analyzed and regularly reported on SLAs, KPIs and project status. Analyzed trends to determine and promote corrective… Show more Provided hands-on management to Service Desk worldwide while leading support teams spread across the globe, optimizing customer support coordination between the US, China, Asia Pacific, and Europe.• Spearheaded a top performing global distributed Service Desk team with an emphasis on both healthy employee morale and a positive customer experience.• Developed, analyzed and regularly reported on SLAs, KPIs and project status. Analyzed trends to determine and promote corrective action.• Supported telecom, networking, security, data center, facilities, HR, and development teams by providing testing, troubleshooting, design, and implementation support around the globe.• Directly responsible for configuration management, developing, standardizing and documenting processes, workflows, procedures, and project management.• Administered WSUS, WDS, OSX Server, as well as client workstations for multiple locations. • Enforced security policies both local and domain and correct application and operating system issues for the entire enterprise. • Oversaw the development of enterprise image, modification of server baseline, and organizational patch management. Designed, implemented, managed, and developed SCCM 2012 R2 environment.• Instrumental as a primary point of contact for Technology support and coordination with all executive to C-level executives.• Acknowledged as a Subject-matter expert for Apple products/technology..• Condensed request and issue completing time through the successful implementation of workflow processes, updated tools and employee training. Show less

Provided technical leadership to daily IT operations, including policies, procedures and controls, in addition to personnel in centralized operations center.• Formulated and executed standard operational procedures, systems and application standards, and desktop/laptop build processes for domestic /global sites.• Provided functional and technical written evaluations of products and operating system upgrades and patches as well as design and architectural… Show more Provided technical leadership to daily IT operations, including policies, procedures and controls, in addition to personnel in centralized operations center.• Formulated and executed standard operational procedures, systems and application standards, and desktop/laptop build processes for domestic /global sites.• Provided functional and technical written evaluations of products and operating system upgrades and patches as well as design and architectural recommendations.• Developed package software and design distribution methods and performed software distribution and patch management to Windows PC's, laptops and servers. • Led configuration management processes and performed post-implementation 3rd level support.• Subject-matter expert for Apple products/technology. Show less

Professionally handled email and phone requests for technical product support from customer/users and resellers of ESET security software.• Provided support to sales force and sales engineers and assisted with product testing and troubleshooting.• Performed installation, configuration, monitoring and troubleshooting of business systems.

Managed the complete life cycle of moderately-to-highly complex technical projects, including maintenance of Laptops, Desktop, and Server systems with operating systems in Windows XP, Vista, Windows 7, Apple OSX Leopard, Snow Leopard, Lion, Linux Redhat, Ubuntu, and Fedora.• Diagnosed and strategically troubleshoot hardware and software problems, and recommended changes to improve systems and network configurations.• Coordinated WI-FI, LAN and Software deployments.•… Show more Managed the complete life cycle of moderately-to-highly complex technical projects, including maintenance of Laptops, Desktop, and Server systems with operating systems in Windows XP, Vista, Windows 7, Apple OSX Leopard, Snow Leopard, Lion, Linux Redhat, Ubuntu, and Fedora.• Diagnosed and strategically troubleshoot hardware and software problems, and recommended changes to improve systems and network configurations.• Coordinated WI-FI, LAN and Software deployments.• Performed Recovery and Deployment of existing and new systems, as well as Backup policy creation and maintenance. Show less

Chaired five offices in the Southwest region of the United States totaling 400+ users, eight Mixed use servers, and one enterprise NAS.• Troubleshoot and maintained Windows & Apple devices and supported/deployed LAN and regional WAN. SME for Apple products/technology.• Provided end user support and maintenance of Architectural Software AutoCAD, Architectural Desktop, 3DMax, and Revit Architectural.• Trained and mentored project teams in basic and advanced topics, content… Show more Chaired five offices in the Southwest region of the United States totaling 400+ users, eight Mixed use servers, and one enterprise NAS.• Troubleshoot and maintained Windows & Apple devices and supported/deployed LAN and regional WAN. SME for Apple products/technology.• Provided end user support and maintenance of Architectural Software AutoCAD, Architectural Desktop, 3DMax, and Revit Architectural.• Trained and mentored project teams in basic and advanced topics, content creation, knowledge base articles, and reference materials of supported CAD software. Show less