o Responsible for overseeing IT services and ensuring they remain available to the client at all times. This includes desktop, server, network, telephony and cloud based services. In the circumstances where a service outage occurs, it is their role to ensure service is restored as fast as possible. o Coordinates with multiple teams to include high-level briefings to client and Eagle Alliance senior leadership. o Requires high level, time sensitive decision making while supporting a high-profile large Government client. o Manage root cause analysis to ensure this and similar outages are fully resolved and do not re-occur. o Supervises the centralized/field operations staff in the activities associated with the identification, prioritization, and resolution of operational problems or hardware installations.o Refers problems to Tier 3 staff for resolution as required.o Tracks and monitors response/resolution time, and verifies user acceptance. o Manages operational management team and service delivery staff to ensure service levels and objectives are met. o Implements operations improvements to meet established objectives across multiple facilities. o Facilitates customer relationship and satisfaction while ensuring adherence to company policies and processes. o Investigates matters of significance, recommends and implements appropriate course of action. o Coordinates and communicates with other managers to leverage resources and discuss solutions to matters of significance. o Develops and implements processes for leveraging and using resources to meet customer needs. o Implements moderately complex core business processes and assists in process improvement initiatives in order to enhance customer service. Identifies process matters of significance or enhancements and implements. o Trains and evaluates employees to enhance their performance, development, and work product.

o Connected users to the AS400 warehouse management systemo Cooperated with Server and Network Operations staff to determine and resolve customer issues.o Troubleshot all information technology issues, including software, hardware, and networking. o Administered and used Active Directory to manage users, GPO’s, and access control

o Spearheaded the “Telco \ data Cleanup” cutting 30%, ($300K+ ), from our annual spend.o Eliminated costly MPLS in favor of Meraki SD-WAN solution saving $144K + annually.o Directed the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including Dell servers, Cisco switches, Firewalls, Hyper V clusters, Dell SANs, Internal cloud backup solutions, laptops, tablets, smartphones, operating systems, telephones, software applications, security solutions, enterprise network hardware and equipment, and peripherals.o Managed enterprise projects such as; Office 365 rollout, Windows 10 Ent deployment, OKTA SSO\MDM.o Transformed enterprise telecommunications and collaboration by upgrading from an on premise PBX to an UCaaS solution virtually eliminating long distance calls saving up to $20K P/M.o Provide strategic IT leadership, planning and oversite for the entire enterprise.o Drive Infrastructure development, enhancement and integration of new and existing systems.o Assisted the CIO with annual IT budget planning, forecasting, creation and P&L accountability. o Develop multiyear Infrastructure roadmaps highlighting total cost, cap-ex, op-ex, labor burden etc.o Key member of corporate leadership groups convened to resolve critical business issues.o Negotiate and manage Infrastructure vendor and consultant contracts and service agreements.o Manage full-time IT staff, including hiring, training, and performance management.o Pilot major incident root cause analysis, communication, remediation, validation processes.o Utilize Lean Six Sigma concepts to remove waste and drive continuous improvements.o Mentor or provide training to my team for professional development and advancement.o Advocate for business unit owners who require new or additional technical capabilities.o Oversee Hyper-V cluster environment containing up to 109 virtualized servers.

o Developed and submitted annual IT budget for 2016.o Directed and managed all enterprise level projects.o Cultivated the IT staff to meet the changing needs of users with varying levels of technological expertise.o Collaborated with business unit owners to implement improvements in technology and efficiency.o Implemented new technologies and processes that would drive EBITDA, efficiency and productivity.

o Traveled across the U.S. visiting, assessing, updating, and advising all of Synagro’s 50+ remote locations.o Installed, Administered SCCM in support of Imaging and updates of windows based systems.o Purchased, administered, imaged and deployed Synagro’s remote site Windows 2012 servers.o Troubleshot all information technology issues, including software, hardware, and networking. o Administered and used Active Directory to manage users, GPO’s, and access control.o Windows XP, 7 Pro and 10 Enterprise and Microsoft Office suites 2007, 2010, 2016 proficient. o Tracked and routed problems and requests and document resolutions using IT ticketing systems. o Developed format for and wrote user documentation and internal knowledgebase articles.

o Conceived and built from scratch, a 13 member, 24x7x365 global Helpdesk support team.o Managed full-time IT staff, including hiring, training, and performance management.o Modernized new office space build outs requiring network cabling, new IDF’s, wireless and wired LAN infrastructure, AV equipment, electricity and more.

o Planned and managed multiple enterprise wide hardware, software and OS projects.o Collaborated with vendors to improve, replace and resolve issues with IT hardware and software. o Cooperated with Server and Network Operations staff to determine and resolve customer issues

o Assist staff with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software. o Works with vendor support contacts to resolve technical problems with desktop computing equipment and software. o Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems. o Works with procurement staff to purchase hardware and software. o Assesses functional needs to determine specifications for purchases. o Orders computer supplies. o Maintain Cisco VoIP telephone system using Cisco Call Manager software.

o Installed 1XRTT Radios in each and every line truck, van and support vehicle in the BGE fleet. o Installed and configured software for use on all company Panasonic Toughbook laptops. o Created and delivered training program for use of the new equipment and software to all end users.

o Responsible for the procurement and dissemination of, bottled water, associated productsand services. o Work with drivers to improve sales, service and collections. o Tasked with the maintenance and care of essential equipment such as: Delivery trucks, delivery vans, forklifts, water coolers and the warehouse facility. o Maintain the highest level of customer service by personally handling customer compliments and concerns. o Directly involved in the hiring, training, remediation and firing of drivers and warehouse personnel. o Involved in the implementation of a new hardware/software system designed to greatly increase the efficiency and accountability of the company and its employees.