• Serve as the technical lead for the Support Operations Team to ensure all day to day activities are successfully managed in a 24/7 environment• Manage multiple Support and Field Operations Teams located in California, Texas and Florida • Develop and document project objective, work plans, team members/structures, progress, strategies, scope and budget to actual performance plans

• Provided Level 3 and Infrastructure support for VM Servers, Switches, Routers, and Firewalls in a Cisco Environment. Responsible for the administration of Windows Server 2008/2012, including Active Directory, DNS, DHCP, and for the configuration of group policies, account management, permissions, access rights, and universal security groups.• Performed server migrations and upgrades such as MS Exchange 2007-2010, Windows Server 2008-2012, and the implementation of a new SharePoint Server which increased the employee’s internal communication by 11%.• Increased service customer retention rate by 22% with a focused effort on improving client post-purchase communications and the full utilization of the company’s CRM program to automate service reminder notifications, technician assignments, and service scheduling.• Implemented an IT Internship Program which lowered our support response time to less than 15 minutes.• Configured a Cisco 5500 Wireless Controller to maintain a total of 40 Access Points.

• Installed, configured, maintained and monitor local and wide-area networks, hardware and software. Provided customer and network administrator services such as password, electronic mail account, security and troubleshooting. • Assisted in the design, preparation, editing and testing of computer programs. Assist less experienced soldiers in the installation and maintenance of information-processing equipment.

• Improved sales staff production by 13% and overall company productivity with the configuration, implementation, single handle and management of EdgeWave iPrism web filtering software.• Lowered incoming email spam by 55% with the implementation of Google Postini filtering with real-time black lists.• Standardized and improved troubleshooting processes with the creation of detailed server and network configuration documentation.• Writing and Developing technical procedures, performing basic network and server administration and acting as a technical advisor to lower level technicians.• Developed workflows and processes for HelpDesk technicians to improve the quality of service to users.• Installed and provided support for Cisco L2/3 devices, VoIP system, Windows Servers and VMware environments.

• Implemented Desktop Authority Product to eliminate the need of logon scripts, deploy group policies and complete applications, remote management and security management.• Maintained all hardware infrastructures for the company with responsibility for the maintenance and support of servers, switches, routers, and firewalls, including Active Directory, MS Exchange, and the company’s main information system (ADP DMS). • Administered, managed, and supported dealer-specific applications (ADP WebSuite, Drive, CRM, and vehicle) as well as KeyLogix key management system built on a Red Hat Linux OS platform, individual vehicle brand-related websites, Cisco Call Manager v6.1, and Cisco Unity voicemail and VoIP systems.• Led the migration for the company’s ADP DMS WebSuite to ADP Drive with zero business impact.• Independently sustained the IT Department during the Economic Recession by downsizing the team which saved the company $45,000• Deployed Cisco L2 switches and Cisco 7900 series phones.

• Hired to provide Tier 3 helpdesk and user support for 350 users, computers, hardware, software, and related peripherals companywide. • Spearheaded a migration project of 300 XP systems to meet the MIS Policies and Network Regulations of the new Company without business disruption.• Respond to trouble calls from end users by providing solutions over the phone when possible, remotely or by on-site visits and keeping detailed records of trouble calls in a work order tracking system, writing and developing technical procedures, performing basic server administration and acting as a technical advisor to lower level technicians.