Leadership and Supervision of a Critical Incident Management team in 24-7/365 environment serving a global customer base. Management of critical impacting events and outages affecting customers and internal teams. Creation and editing of Playbooks and technical documentation (Confluence) Administration of MS Teams. Training of new IM staff, Development and implementation of departmental policy consistent with ITIL practices. Other duties as assigned by NOC Director and VP of Telecom.

Administration and configuration of all cloud-based systems used by the organization (MS Azure and Dev Ops, MS Office 365, MS Active Directory, Sonicwall Email Security, Webroot, MS Teams, Zoom, LastPass, Freshdesk, and others) Leading and coaching support agents in the use and configuration of Predictive Safety software applications. GDPR and ISO 27001 implementation. Lead Incident Manager for all internal and external outages and service interruptions. Root Cause Analysis authoring and investigation. Authoring of UAT testing plans, software administration guides, Administration of online LMS learning platform. Management of internal help desk, and other duties as assigned by CEO and VP of Operations.

Onboarding and Training of new customers in the use of Predictive Safety software applications. Installation of kiosk-style testing stations. Device configuration and remote management. Post-sale technical support and training of customers. In-house product expert for AlertMeter and PRISM software applications. Sourcing and acquisition of equipment for on-site installations, project implementation and management of site builds. Liaison with client IT, and other duties as assigned.

Supervision and technical support of IT Engineers during network outages and other incidents that effect overall network performance. Documentation of Incidents, Root Cause Analysis (RCA) reporting, and other technical writing. Network troubleshooting and analysis.Various other duties as assigned.

Design, project management and certification of data networks (CAT5/CAT6/Fiber). Troubleshooting issues, Wireless network design, and implementation, Troubleshooting of twisted pair networks, Installation and troubleshooting of CCTV systems, card access systems, audio paging systems, room automation systems, liaison to Project Management group, Help Desk, and Facilities Groups, purchasing, and negotiation with vendors, and subcontractors, QA of subcontractors work, OSP (telco and data) troubleshooting and repair. Proficient with Fluke DTX1800, and all Fluke Certification meters, multimeter testing, and all Telco related hand tools. Training of staff on new technologies. Responsible for bringing IT department within compliance of BICSI standards. Misc. duties as assigned.

Diagnostic testing of high voltage electrical transformers, and other substation devices for major utilities and various industries including small electrical co-ops, petrochemical facilities, wind farms, geothermal power plants, government operated sites, and manufacturing entities.

Installation, troubleshooting and diagnosis of drive thru radio systems, data cabling, wireless, and various other audio visual systems.