David Carroll Email & Phone Number

Munich, Bavaria, DE

Toronto, Ontario, CA

Responsible for the Global CyberSecurity Operations team for Manulife/John Hancock. Managed Level 1 and 3rd party SOC services, SIEM, Forensics and Incident Response, Anti-Virus, Webfiltering, WAF/DDOS protection, CSIRT/CERT team, and the corporate vulnerability management program. Led a staff consisting of 26 security engineers, plus vendor and contract.

Toronto, Ontario, CA

Retained existing function within the consolidation of Manulife and John Hancock IT services into a single global infrastructure services organization. Now responsible for all GIS end user facing projects, Citrix and VDI services, as well as the imaging, application packaging, and software distribution space for 25,000 PC's in North America. Managed a full.

Boston, MA, US

Continued in previous role, in addition to absorbing the PC Engineering division into my existing organization. Managed a full time staff of 6, as well as contract staff depending on project workload.Key Accomplishments: Established and maintaining processes for software packaging and distribution, including MSI, iOS, App-V, and Citrix.Initiated and.

Boston, MA, US

Worked in conjunction with PC Engineering, Desktop Services, CTO Governance, Business Representatives, and the Project Management Office to establish, implement, and maintain the architecture for approximately 6000 desktops and laptops as well as 1000 Blackberry devices across the United States. Evaluated new technology, performed change management.

Boston, MA, US

Managed the day to day operations of the Level II desktop support team in an enterprise environment. Responsible for the distribution and assigning of incident and problem tickets to the Level II team, meeting SLA's defined by upper management, following up on and resolving escalated and aged tickets, tracking, reviewing and reporting on individual and.

Armonk, New York, NY, US

Managed the day to day operations of the Level II desktop support team in an enterprise environment. Responsible for the distribution and assigning of incident and problem tickets to the Level II team, meeting SLA's defined by upper management, following up on and resolving escalated and aged tickets, tracking, reviewing and reporting on individual and.

Ingelheim Am Rhein, Rhineland-Palatinate, DE

Provided Level 1 and 2 PC support to 3500 members of the sales force in 50 states and Puerto Rico via telephone, in person, and remotely using MS Windows Netmeeting. Responsible for entering tickets in the Tivoli call tracking system, responding to e-mail and voicemail requests, virus identification and removal, troubleshooting Microsoft Office issues.