Assigned to Catholic Charities of Cleveland Worked closely with organizational leadership and board of directors todevelop an operational strategy.Researched new technologies and chose best options for companypriorities and cost-effectiveness. This includes replacing old service desksystems, upgrading servers and networking equipment.Devised and wrote corporate technology procedures, modifyingsecurity policies for each worker level.Searched for and approved purchases of new equipment.Overseen departmental expenditures, project schedules, teamperformance and progress, while keeping within scope and budget.Managed daily operations while overseeing multiple locations locatedacross eight counties to foster increased productivity.Led and assisted technical upgrade projects for clients by working andcoordinating with consultants and developers for integrations.Determined best methods for IT to support key business objectives.Created long-range IT plan to support projected growth andrequirements for added capacity.Supported implementation of warehouse management system softwareapplications to enable centralized management of tasks.Communicated regularly with customers concerning data exchange andtechnology integration.Managed vendors and technology partners on integrations,infrastructure and cost-effective enterprise solutions

Oversaw day-to-day production activities in accordance with businessobjectives.Worked collaboratively with functional leaders to implement newprocedures and corrective actions to improve service management andsupport.Oversaw and lead Change Advisory Board's weekly meeting andchange implementations.Defined, implemented and revised operational policies and guidelinesleading to lower repeat requests, re-opened tickets, and permanentresolutions to issues.Manage ITSM delivery improvement, Microsoft 365, AzureAD/MDM/SCCM.Improved procurement, inventory and warehouse operations,improving the departments ability to maintain product lifecycle.Provided documentation of processes to comply with Hi-Trustregulations and company policies.Set team and individual KPIs and provided regular, actionablefeedback

Assigned to Cleveland Clinic Akron General Medical Center to assist with their telecommunications migration project.Oversaw project performance to identify areas of improvement andmake adjustments to meet or exceed delivery times.Provided detailed project status updates to stakeholders and executivemanagement on a weekly basis or as major milestones wereaccomplished.Developed and implemented project plans and budgets to ensuresuccessful delivery of products.Maintained documentation for telecommunication systems, equipmentinventory and floor plans.Tracked project and team member performance closely to quicklyintervene in mistakes or delays, leading to project completion thirtydays ahead of schedule.Diagnosed and resolved complex integrated customer issues forimplementation, add-on, maintenance and support of voice, data, VoIPand CTI applications.Coordinated installation of new telecom equipment with Main CampusHospital and satellite locations.Verified quality of deliverables and conformance to specifications beforesubmitting to clients.

Conferred with executives to advise and plan for short-term and longterm IT system upgrade needs.Managed network and system performance, conductingtroubleshooting, security patching, and maintenance.Managed relationships with vendors, outsources and contractors tosecure products and services.Created and terminated user's accounts from start to finish in businessapplications.Led technology selection and rollout, focusing on organizationalplanning and supplier service-level agreements.Oversaw technical upgrade projects for clients by working andcoordinating with consultants and developers for integrations leading toHi-Trust Certification.Management Administrator of: Azure Active Directory and MobileDevice, Microsoft 365 (Exchange, SharePoint, MFA), vSphereAdministration.

Implemented, created and tested disaster recovery and businesscontinuity plans and maintained appropriate back-up system.Documented and analyzed processes and procedures and adhered toregulatory guidance for Hi-Trust.Implemented Mobile Device Management system to improve securityand maintain Hi-Trust standards.Deployed, monitored and maintained system installation, upgrades andnetwork integration to maintain compliance with HiTrust.Identified and resolved unauthorized, unsafe, or ineffective practicesCompleted project to move from individual licensed Office products toOffice 365 products allowing better control of licensing reducingdepartment spending.Reevaluated spending of department and reviewed services withvendors to ensure services provided are needed or need to be added.Renegotiated cost of services, this included mobile device data plans,printer service plans, and telecom and network service plans. Savingquarter million yearly in additional expenses.

Oversaw and administered a variety of IT products and services including VMWare servers, Mitel VoIP telephones, Office 365 administration, corporate and public Wifi network, DUO VPN server software, VPN user accounts, and hardware tokens.Supervised helpdesk operations ensuring helpdesk calls and tickets were properly documented, responded to, and resolved according to performance benchmarks.Managed mailboxes and distribution groups, performed maintenance, performance monitoring, and troubleshooting for Office 365 Exchange server.Identified, resolved and escalated issues and ensuring compliance with HIPAA was maintained.Analyzed and resolved Group Policy conflicts affecting system security and end-user functionality.Built and utilized MDT and SMS servers to deploy software, perform hardware inventories and patch security vulnerabilities in third-party software applications.

As the Support manager it was my duty to ensure that all users in the National Call Center have operational equipment and phone services are operational. I troubleshoot any Cisco CIPC, Cisco Finesse, and headset issues. Provided service account management for local Tadiran phone systems, Fax, printers, multimedia systems and conference phones for the VA as well as the Veteran Service Organizations through our managed services accounts.Projects:Tadiran Telecom Upgrade. Assisted in the upgrade from the Tadiran PBX system to the AEONIX VIOP phone system. Inventoried all old devices for reclamation as well as replacement phones to be entered in the updated system so when complete all phones registered properly. Trained customers on how to use the new phone and set personal preferences. Worked with VSO offices to ensure that their dial plans were working properly or if needed to be changed could be changed.

As a UC Engineer, I provided maintenance, configuration and sustainment of the Cisco VoIP network, including: Call Center support, Call recording, UCCX/UCCE, CUCM and CUCA administration, implementation, maintenance of existing voice systems and functions, upgrading/configuration and installation of voice services and equipment. In addition I utilize knowledge of network communications and local area network/wide area network (LAN/WAN) operations to ensure optimum configuration and operation of all related systems.Provided support for the Systems Administration Team. Working to resolve incidents regarding server requests and outages. Active Directory security access and authorization. Provided support both Telecom and Systems Engineering across all time zones, including several call centers and corporate offices in Europe and China.

Contracted to Acuative to manage several projects, Responsible for managing technicians, configuration of network appliances and devices, imaging of desktop PC, quality assurance of new equipment, and resolving any issues that arose during the project. Kept to the timeline that was presented to me and ensured that deadlines were met. Projects: • Cisco Retail Deployment. Overseeing the configuration of Cisco routers, switches, and Point of Sales servers. Verified the configurations all devices per client's store location and that all settings were tested. Created a copy of each configuration to show the settings of each device for technician that were to do the on-site installation. Equipment was packaged with appropriate cables and accessories, the servers were rack mounted, and cables managed before shipping allowing quick installation onsite. • Pharmacy PC Refresh. Overseeing the configuration of Windows 7 PC's that are all HIPPA compliant. This involved creating an image that had the proper security certificates, application software, compliant settings, and antivirus. Each PC was imaged with location specific settings that was implemented in the image. The team averaged 200 devices a day, configuring the devices that were to ship first. Implemented any last minute changes or fixes before shipment

As a digital sales and support technician, I provide initial customer support, troubleshooting, warranty replacements, and sales of Nook digital devices. -Conducted weekly classes for customers, as well as one on one training sessions-Train new and existing employees on troubleshooting procedures and resolutions-Provided phone support and training to customers unable to come in person-Provide overall customer support for several departments-Assist in enforcing loss prevention policies and practices-Assists with Newsstand product placement and rotation

Responsible for upgrading corporate office desktops from Windows XP to Windows 7. This included inventorying old equipment asset number, software licenses, and disposing of it properly and ensuring that all data was backed up and transferred completely. Projects: -Created a system image per hospital location and group and replace corporate desktops running Windows XP with laptops running Windows 7. Conducted a walk through to inventory the old equipment and software present on the clients PC. The equipment replacement included 24" monitor, docking station, keyboard, and carrying case. Software that was installed was dependent on the clients needs.-Ensured that users were migrated to proper Organizational Unit, their old .pst files were ingested to the Exchange server, all programs were installed and licenses were transferred. Copied all network drives, files, and print services over to current device. -Configured Cisco Anyconnect VPN client. This included ensuring that proper certificates and and policies were in place on users account. This allowed the users to connect to the hospitals network and access all files, servers and services. -Inventoried all equipment and software keys. Had customer sign off on installation worksheet when installation was finished and programs were working to standard.

Provide on-site and remote support for the companies mobile and laptop technology and software for remote users. -Assisted with installation CCTV cameras and ensured that the camera's were angled correctly per the customer's request .-Installed CAT5E cables, Ethernet ports, and terminals for end user workstations, printers, scanners, and network attached storage.- Provided software support for Auto CAD software. -Supported mobile phone technology including Black Berry, Android, and iOS

Responsible for leading and implementing all Point of Sales, Network, Surveillance build outs and operational support/troubleshooting of tier 3 and 4 issues in a mixed Cisco, Windows, Macintosh, and Multifunction device environment. Advised management of forecasting of future implementation of software and hardware upgrades, installations, delivery dates of equipment, services, projects, and maintenance of equipment.Projects:Verizon Wireless Store Installations. Created a standard operating procedure that allowed rapid deployment of equipment for new store installations and nonoperational equipment. This included a standard PC image for the Point of Sales equipment, checklist of equipment and software, inventory sheet, and a delivery slip that required a signature from the manager on duty.TWC Network Upgrade. Responsible for the installation and configuration of the T1 connections into pilot sites and call centers. Configured the router per AT&T specifications and conducted a load test on the connection to ensure that it would be able to maintain a consistent connection during work hours, and allow the monitoring system to run and be viewed by the security team before the site was moved over to the new connection.Prime Woodcraft Administration and Disaster Recovery. Responsible for the maintenance and administration of the Active Directory, Exchange, Network Attached Storage, and File servers. In addition to desktop and server support, a Disaster Recovery plan was implemented. This backed up all user accounts, network files, and Exchange mail boxes, as well as remote users desktop settings. Included in the recovery plan was an image of the corporate officers PC and Apple laptops, to be updated every three months.

Responsibilities included on-site LAN/WAN consulting/support for our customers. Supported Information Systems equipment across all levels (Desktop, Servers, Switches, Routers, and Voice Over IP).Projects:First Financial Bank Corporate Office Move. I ensured that all new data and telecommunication connections were installed correctly. Migrated all Avaya accounts to Cisco Call Manager, programmed Cisco VOIP desk phones using TAPS, and old network infrastructure to the newly installed infrastructure. Irwin Financial Network Migration. Responsible for the installation of new data/telecommunication connections, equipment, switches, multi-function printers, and thin clients. Migrated all accounts from Irwin Financial Domain to First Financial Domain, programmed switches for printing, Migrated previous UC and CM information from Avaya VOIP to the Cisco UC services. Inventoried and packaged old equipment for proper disposal. Managed direct support and training after Cisco implementation.

Responsible for the building, installation of operating systems and general troubleshooting and support/administration of Windows Servers and Apple OSX systems. Hardware support included Windows Server/Desktop, Exchange, Terminal Services, Enterprise Back-Up Appliances, Apple OSX desktop, Cisco routers and switches, multifunction devices, and mobile devices.Software includes Windows XP/Vista, Mac OSX, Good Messaging, Windows Server 2003/2008/Hyper-V, Exchange 2003/2007, Adobe Acrobat and Creative Suite. Authored batch script for users to connect to network drives. Additional product supported on servers: Tivoli Storage Manager (TSM) client, Good Messaging Services, and Microsoft Forefront.Projects:Help Desk Implementation. Implemented cSupport ticketing systems and created a Standard Operating Procedure for IT Department.Data Center Decommission/Migration. Worked actively from both a network and desktop perspective on a company wide imitative. Migrated sub-nets, equipment, firewall rules/policies from the Indiana location to the Ohio location. Built and Exchange 2007 Server and migrated all user/shared accounts, group lists from Exchange 2003. Implemented Office 2007 upgrade to ensure flawless connection to Exchange.Implemented Active Sync and decommissioned Good Messaging. Virtulized Terminal Server on Hyper-V Reconciled 4Tb of storage for back-ups on Tivoli Storage Manager and created a new schedule to allow incremental back-ups of all servers, user accounts, network files, and email.MPLS Network. Maintained and configured IP addressing scheme and routing strategy for the AT7T MPLS network connectivity. Worked on remote router configurations and VPN connections to data center.

Responsibilities included desktop PC builds, user account creations, Shortel implementation and configuration. Installed LAN's for small business clients. Set-up user accounts and email for new users.Projects:Level I Help-desk. Handled trouble tickets that were submitted via email, call in, and walk in for multiple locations across northern Ohio. Used LogMeIn as remote support client.Internal Chat Client. Implemented and tested an internal chat client that allowed all users to chat internally keeping all information private and viewable by team leads and management.