Technology is core to most businesses, which makes my position as Head of Technology at Secretly a demanding, fulfilling position. We are a rapidly growing group of indpendent record labels, with unique requirements for our data and IT services. As the Head of Technology, I oversee IT Support and Infrastructure, internal development and DBA staff, as well as managing external Development contractors.

As Global Director I was responsible for leading a dispersed team of technology professionals. I was responsible for all internal user support, IT infrastructure, IT security, as well as maintaining our PCI compliance status. I worked closely with our internal Development team to provide them secure resources, as well as Business Analysts to further our technology projects.

In the role of Global Systems Support Manager I am responsible for establishing support policies for our Global IT Support team. In this role I have established and implemented policies to ensure our PCI Compliance. I directly manage the US based support personnel, and provide a support framework for our overseas support team. I directly manage technical staff, including Desktop Support, Salesforce administrators, and a subject matter expert in our contracted bookstore service. I work directly to establish our yearly IT Operations budget, including hardware, software, and maintenance contracts. I work directly with senior management to prioritize workload to satisfy business needs. I work closely with peer managers responsible for System Administrators and Telecom support as needed. I am comfortable working alone or with peers as required.

In this role I was responsible for supporting our global desktop support operations, including managing system images, Group Policy, and software deployments. I served as technical lead for a team that supports 400+ users in the United States, and another 1400+ overseas. I provided scripting solutions for large file retrieval projects, software maintenance, and user profile tasks. Systems supported range from Windows XP to current versions of Windows, as well as Mac OS. I introduced a new ticketing and asset management system, implemented the Microsoft Deployment Toolkit and WDS to streamline workstation deployment, managed our corporate Antivirus solution, helped introduce a Microsoft Enterprise Agreement to the organization, and introduced and managed our WSUS infrastructure. I also assisted in installation and administration of a global VOIP phone system migration project from our hosted system to a full on-premise system and implemented hardware inventory system to provide information on deployed hardware and software, integral for maintaining software compliance.

Managed multiple, simultaneous projects that had major impact on company operations. Deployed a SAN for backend storage for our virtual environment. Configured and maintained a clustered Server 2008 Hyper-V environment to increase redundancy of core services. Designed and implemented a new Active Directory structure, as well as migrated users and computers into a new Active Directory. Configured and maintained backups for all services. Configured and managed Symantec Endpoint Protection service for all clients. Designed a multi-site Windows Server Update Services configuration to centralize patch management for servers and user computers. Responsible for client systems running Windows XP/Vista and Mac OS. Installed, configured, and managed a helpdesk tracking system. Designed and implemented a Nagios monitoring solution to help reduce unscheduled downtime of critical servers. Experience with Active Directory and MS Exchange, as well as Windows Server 2003/2008 and Blackberry Enterprise Server. Experience with managing user accounts, file permissions, and VPN access. Implemented a Windows Sharepoint Foundations site for internal use. Familiar with basic Cisco device commands and basic firewall operation.

Managed projects with minimal supervision with company-wide ramifications. Installed, configured, and managed helpdesk tracking system. Designed and implemented Nagios monitoring solution on the Linux operating system to help reduce unscheduled downtime. Experience with Active Directory and MS Exchange, as well as Server 2003/2008. Installed, Configured, and maintained Blackberry Enterprise Server. Worked with virtual servers in a Server 2008 Hyper-V environment. Experience with user accounts, file permissions, VPN access, Sharepoint Services, Mac OS X, Windows XP, Windows Vista. Provided all-tier support for users via telephone and desk-side visits.

Responsible for supervising helpdesk support for a 1400+ person company, across 96 branch locations. Provided direct support to senior management as required. Common issues included troubleshooting network connectivity, VPN access, printer and file access, as well as maintaining proper documentation. Drafted and published IT related articles on company intranet. Worked on projects throughout the department ranging from multicasting to video conferencing. Introduced new technologies to the corporate culture and trained users on new systems. Administered the tracking software utilized by the helpdesk, including populating the technician knowledge base. Generated reports from the ticketing system using Crystal Reports.