IT Manager, Support Services Currently manage a staff of 10 highly technical resources providing IT services for Rothman Orthopaedics healthcare consisting of 2000+ users, physicians and executive leadership across 40 remote locations in the US. Developed customer-focused processes and policies to enhance services and functions. Managed an annual IT support budget of 5M. Mentor and train staff to exceed customer service expectations.• Orchestrated the buildout of three new remote office locations in central Florida consisting of procuring IT equipment for Front Desk, Exam rooms, physician pod stations, etc., installing and deploying all IT equipment and ensuring system operations for a successful opening of the site. • Championed an ITSM platform transition from Remedy to Manage Engine. Developed ITIL complaint processes for incident, problem, change and service management. • Personally responsible for supporting all C-level executives (CEO, President, SVPs, physicians) providing the highest level of technical expertise. • Automated onboarding and offboarding processes ensuring all tasks related to resource management were automated and completed successfully.

Commanded executive leadership consisting of highly technical resources providing IT services throughout the US. Developed customer-focused processes and policies to enhance services and functions. Managed an annual IT support budget of 5M. Oversaw the operation of a world-class server operations center, providing 9999+ availability of enterprise systems. Provided world class executive-level/White glove IT support services for Ownership and C-Level executives. Mentored and trained staff to exceed expectations.• Orchestrated headquarter buildout and relocation project, relocating over 600 employees that resulted in no impact of IT services for end users, deploying highly technical audio / visual systems that enabled collaboration capabilities for 47 conference rooms and personally provided training of systems for end users.• Spearheaded ITSM platform transition from BMC FootPrints to ServiceNOW. Implementation of ITIL compliant processes were for problem, incident and change management which resulted in a vast improvement in customer service satisfaction as evident from surveys reflecting 95%+ satisfaction ratings.• Successfully executed white glove level support for ownership and C-Level executives of the company personally responsible for maintaining all technology at their offices and homes.• Provided strategies for employee (onboarding / offboarding) management, expense control and quality of services, improving new hire access and procurement requests considerably. • Directed Datacenter Co-location project consisting of over 900 servers. Through use of virtualization technologies, team moved all enterprise systems with little to no downtime and achieved high availability of enterprise systems.• Developed training programs for Service Desk Agents to improve technical and customer service skills, increasing First Call Resolution KPIs from 20% to 50% while improving customer satisfaction when engaging the IT service desk.

Managed highly technical team of 15 staff members consisting of level-1 help desk agents, level-2 desktop technicians and a server engineering team. Facilitated IT services for 2.5K employees. Managed an annual IT support budget of 1M. Developed and enhanced IT support processes provided to end users. • Negotiated service level agreements (SLA) with business functions to set expectations for IT service requests by meeting with functional department heads, proposing industry-best practices and demonstrating advantages of moving to an SLA model. • Provided white glove support for ownership and C-level executives at offices and homes in NY, Connecticut and Palm Beach.• Restructured IT procurement process by increasing staff, formally documenting end-to-end process and implementing a self-service request portal, reducing time to procure and deploy IT-related equipment.• Architected kiosk infrastructure consisting of 500 devices. Collaborated with partners to deploy across the country through efficient development and documentation, increasing market visibility to customers by enabling ability to update content in real time.• Directed hardware refresh initiative for company’s 300 sales force staff by developing automated process to collect and migrate user profiles and data to new hardware which enabled Windows 10 upgrade of sales computer systems for security compliance.

Achieved all levels of support for entire server infrastructure consisting of 100+ servers. Built and installed new servers to meet application/developer needs. Maintained Active Directory infrastructure. Provided Citrix administration support for remote users by creating user accounts, publishing applications and troubleshooting. Distributed software and security patches using GPOs, SMS 2003 and/or WSUS platforms.Designed and implemented Citrix infrastructure to publish custom applications as well as company's ERP implementation, increasing application performance for remote locations.Implemented SMS 2003 infrastructure to distribute software applications, collect hardware and software inventory and distribute security patches to all workstations and servers, enabling team to proactively manage enterprise systems against zero-day security threats.Cleaned up Active Directory and assisted in upgrading to Windows 2003 domain, allowing supported system compliance.