- Technical lead for the support team by managing and delegating case work to other support engineers via SAP and Salesforce CRM.- Serve as an escalation point for complex technical issues. Member of an on-call 24/7 rotation handling critical outages and high value customers.- Mentor junior engineers by providing guidance and training resulting in substantially improved department metrics for case closure rate and customer satisfaction.- Interface with customers post go-live implementation outlining support process, established SLAs, and creating initial rapport.

- Post implementation HL7 interoperability support between hospital EMR system (Epic/Cerner/Meditech), infusion pumps, and integration engine CCE server based on MS 2008 R2, SQL 2008/2012. Hospital wireless and network troubleshooting. After hours rotation.- Perform root cause analysis, adding development, and senior staff only when necessary.- Perform SQL Server database backups, Windows Server administration; Apply system and application patching, performance monitoring and optimizing physical and virtual servers comprising of VMWare ESX across multiple hospital datacenters.

- Provided day to day technical support for Match.com and its subsidiaries People Media, OkCupid, Match Media, SpeedDate, and Tinder composed of 50 local users and over 500 remote users utilizing a ticket management solution, meeting and/or exceeding SLA requirements- Performed daily maintenance of network resources such as creating, modifying, and removing user accounts within Active Directory, Exchange server user and mailbox management- Configured, deployed, and supported Windows 7-based workstations such as Lenovo, HP Compaq, Samsung as well as Mac OSX-based hardware such as MacBooks (Pro and Air) and iMacs - Configured and deployed Cisco/Tandberg based video conferencing systems for the West Hollywood office- Procured IT equipment for the company which included desktops and laptops for all offices and server equipment for all data centers- Fostered relationships with multiple vendors in order to negotiate for optimal pricing, resulted in an average savings of 17%, saving the company 1.02 million over the span of 2 years- Managed licensing and support for software and support/maintenance contracts for enterprise devices- Managed purchase orders using an electronic intranet-based system for tracking purchase requisitions, attached quotations and bids, management approvals, confirmation of items received, and proper GL coding based on department- Worked closely with vendors to resolve purchase inquiries or issues including the tracking of undelivered items, having the correct information on all packing slips, and processing repairs, returns, or replacements for damaged or defective items covered under warranty terms

- Instrumental in the implementation of Microsoft Office SharePoint Server 2007- Installed, configured, and deployed MOSS 2007 server farm- Managed day to day operation of MOSS 2007, including permissions management, creation of web applications and installation of custom templates- Provided day to day technical support for over 200 end users in an Active Directory environment utilizing a ticket management solution averaging 99.2% resolution rate- Configured, deployed, and maintained Dell desktops and laptops- Performed daily maintenance of network resource tasks such as creating, modifying, and removing user accounts within Active Directory, Exchange server user and mailbox management - Configured new network devices, enabled LAN/WAN interconnectivity, and configured VPN access for remote sites- Created restore images and backups using Norton Ghost and Acronis True Image

- Provided day to day technical support for over 100 end users in an Active Directory environment utilizing support management system that averages 99.8% resolution rate - Decreased the response time ticketing average from 6 hours to 2 hours within a 3 month span- Configured, deployed, and maintained HP desktops and Dell Laptops- Asset Management Application insuring that all hardware and software purchases are documented- Performed daily maintenance of network resource tasks such as creating, modifying, and removing user accounts within Active Directory, managing FTP data files, Exchange server user and mailbox management, and managing Live Communications contacts and user updates. - Configured new devices and printers, enabled LAN/WAN interconnectivity, created user groups, established network permissions, created log-ins, and devised IP addresses- Documented network changes and created Standard Operating Procedures

- Addressed technical issues with clients inquiries and complaints, client satisfactory maintained at high level- Formulated action plans for problem resolution, increased processing accuracy from 1 error out of 4,321 transactions to 1 error out of 61,055 transactions- Coordinated with other data centers to resolve issues, resulted in meeting and/or exceeding service level agreements- Coordinated with management in order to streamline the data entry and transit process