Director of IT200+ employees with two locationsSkills Mastered - VMware, vCenter, SQL (2000, 2008, 2012), Unitrends Backup Appliance, Kaspersky Endpoint Security, RDS and RemoteApp, Cisco firewalls and switches, MS PPTP, Cisco AnyConnect VPN, Active Directory, DNS, DHCP, IIS, Group Policy, WSUS, Exchange 2003, OpenDNS, SMTP filtering, TeamViewer, server migration, workstation migration, Panasonic DBS phone system, Spiceworks, MSVLC and SmartSheetsManagement of IT service… Show more Director of IT200+ employees with two locationsSkills Mastered - VMware, vCenter, SQL (2000, 2008, 2012), Unitrends Backup Appliance, Kaspersky Endpoint Security, RDS and RemoteApp, Cisco firewalls and switches, MS PPTP, Cisco AnyConnect VPN, Active Directory, DNS, DHCP, IIS, Group Policy, WSUS, Exchange 2003, OpenDNS, SMTP filtering, TeamViewer, server migration, workstation migration, Panasonic DBS phone system, Spiceworks, MSVLC and SmartSheetsManagement of IT service providers and vendors - ATT, Xerox, Nelson Alarm, UPS, Verizon Wireless Business, SCALE, Unitrends, Adobe, Comcast Business, Lectra, Big Commerce, PayPal, Ebay, Optitex and many more Show less

• Follow a strict two hour Service Level Agreement (SLA) to minimize any mission critical work stoppages, in most cases exceeding expectations by resolving issues immediately with the utmost regard to customer service and mission critical business activities• Provide reports to management and monitor the status of current projects and work assignments• Advised, documented and implemented solutions to clients and other Information Technology (IT) professionals on custom configurations… Show more • Follow a strict two hour Service Level Agreement (SLA) to minimize any mission critical work stoppages, in most cases exceeding expectations by resolving issues immediately with the utmost regard to customer service and mission critical business activities• Provide reports to management and monitor the status of current projects and work assignments• Advised, documented and implemented solutions to clients and other Information Technology (IT) professionals on custom configurations and procedures related to Operating System (OS) functionality, database reliability, and to increase application productivity• Daily interaction with security officers, clients, IT staff and third party vendors to provide technical resources and expertise including assessments, policies and troubleshooting while ensuring all security standards and regulations are met• Provide expert on-site and remote support to clients as necessary for IT related issues including the support of hardware, software, Local Area Network (LAN), Wireless Local Area Network (WLAN), Ethernet Virtual Private LAN (EVP-LAN or ELAN) and processes, policies and procedures• Excellent written and verbal communication skills including the daily use of Service Management software to document and track customer issues and resolutions, playing a subject matter expert role in meetings and briefings, presenting evaluations to supervisors, clients, third party entities and peers on problem findings and the preparation of formal documentation used for user manuals, requirements and system specs• Responsible for developing and maintaining scripts and automated fixes related but not limited to software installations, Java, Windows OS maintenance, remote computer management, Windows Management Instrumentation (WMI), VPN, certificates, Internet Explorer (IE), registry fixes, elevated privileges, and file and database maintenance Show less

• Directly involved with assessment, documentation, implementation of new technologies, solutions, potential projects requiring collaboration in meetings and conferences• Managed all national and international service calls/dispatches for Apple stores and Advance Auto Parts stores• Managed server/register refresh project for Advance Auto Parts• Managed server refresh project for GAP/Old Navy across the US and Canada• Managed subcontractors/cabling technicians for all new Boston… Show more • Directly involved with assessment, documentation, implementation of new technologies, solutions, potential projects requiring collaboration in meetings and conferences• Managed all national and international service calls/dispatches for Apple stores and Advance Auto Parts stores• Managed server/register refresh project for Advance Auto Parts• Managed server refresh project for GAP/Old Navy across the US and Canada• Managed subcontractors/cabling technicians for all new Boston Markets, McDonalds, and Taco Bells• Provided remote support, via SSH Tectia and FTP, to on-site technicians to configure new Linux servers for GAP/Old Navy.• Researched, documented and presented cabling license requirements across the US for new businesses Show less

• Provided remote desktop support to AT&T residential customers and small businesses• Experienced in working high volume incoming and outgoing call center environment• Daily troubleshooting of software and hardware related issues for Windows and MAC, networking equipment, ADSL issues, smart phones, and security camera systems• Responsible for troubleshooting and resolving previously escalated software or networking issues and documenting resolution• Managed incoming calls… Show more • Provided remote desktop support to AT&T residential customers and small businesses• Experienced in working high volume incoming and outgoing call center environment• Daily troubleshooting of software and hardware related issues for Windows and MAC, networking equipment, ADSL issues, smart phones, and security camera systems• Responsible for troubleshooting and resolving previously escalated software or networking issues and documenting resolution• Managed incoming calls, outgoing escalation appointments and incoming chat appointments• Worked closely with internal AT&T departments and third party vendors daily for problem resolution Show less