As Senior Manager, Infrastructure Technology, I function as the Head of Client Technology for our Managed IT Services Division, interacting closely with clients' management staff to create and oversee implementation of an IT roadmap according to client business goals and to increase/maximize their profitability.- Implement ConnectWise PSA (formerly ConnectWise Manage) to unify the organization's operations, financial reporting, and provide better visibility into staff utilization, service levels, metrics, and other KPIs.-- Built PSA from scratch, configuring over 10+ integrations to ensure vendor management and visibility in all possible areas.- Recruit, develop, and manage a growing Managed IT Services division.- Review and negotiate new fair terms for Managed Service Agreements when necessary- Create, communicate, and implement technology strategies which align with short and long term business goals- Create annual IT budgets and proposals for client alignment, strategy, and initiatives based on CapEx/OpEx figures- Work with other internal teams to create and update technical standards to reduce client risk and reactive support time- Serve as primary architect and senior-most technical escalation point for all Managed IT Services staff.-- Architect out solutions to propose to client to increase efficiency in their environment- Develop strong business relationships with client C-Suite/senior management staff tasked with being the IT liaison.- Serve as a key point of contact for client decision makers and influencers, listening to and understanding their business goals- Provide quarterly Technology Business Reviews and help guide client decisions around IT- Make data-driven, high-impact recommendations to client decision-makers- Generate recurring and non-recurring revenue via projects and other implementations- Stay up to date with new products and services which may be of value to clients

- Acting as a vCIO and IT Operations Manager for clients, advising them on both the strategic & management fronts for their IT operations, in order to direct, enhance, and streamline their overall efficiency, long-term growth, & other IT related directives to align and scale with business needs.- Serving as a trusted senior level engineer/advisor in recommending and implementing new, more efficient technologies and solutions that proactively support and grow clients' environments resulting in increased productivity and overall revenue for the company.- Comprehensive end-to-end management of on-site and remote networks, and providing the highest quality of senior level technical support/consulting to a group of assigned customers from a client base of 1000+ across the greater NYC metro and tri-state area.- Overseeing migrations to newer and more efficient solutions across the board for clients in order to upgrade their IT infrastructure and bring their operations to align with industry standard technology and/or solutions- Establishing and maintaining networks, servers, and systems (including VoIP) by designing, proactively managing, and troubleshooting network/system/voice/infrastructure problems (Windows Server 2003 - 2019, AirWatch/Avaya/Cisco/Citrix/DellEMC/Exchange/InTune/Juniper/Mitel/Palo Alto/ShoreTel/SQL/Veeam/VMware, etc.).- Traveling to customer sites to provide scheduled network maintenance, address outstanding concerns, and aid with project implementations and consulting when appropriate.- Interacting with clients on a daily basis, and effectively communicating with management.- Providing on-call/after hours work when necessary.- Learning immense loads of knowledge on a regular basis, being faced with new challenges every day, and having the autonomy to take ownership of client accounts with little to no supervision.

• Responsible for leading and developing a team of 10 technicians and two junior systems admins• Reorganize, manage, and troubleshoot all aspects of the IT infrastructure including AD, DNS, DHCP, GPO, Microsoft Exchange 2013, RDS, and multiple VMware (ESX/i 5.0 – 6.5) environments• Manage Disaster Recovery environment (ESXi 6.5) at alternate datacenter and configure regularly scheduled backups of production environment using Veeam Enterprise Backup Solutions.• Manage Dell EqualLogic SAN cluster and several individual PowerVault storage systems, provisioning and reconfiguring volumes as needed.• Serve as highest technical escalation point for help desk, senior technicians, and junior systems administrators.Projects:• Migrate 1200+ mail-enabled users from on-premise Exchange 2013 to Office 365 (hybrid setup)• Consolidate fragmented infrastructure through implementation of new inter-VLAN routing on Cisco Catalyst 3850 and ASA 5525-X switches and firewalls, respectively.• Phase out Server 2008 servers in place of 2012 R2, raising domain functional level to 2012 R2.• Implement and configure Netwrix, SolarWinds Logging & Event Manager, Network Configuration Manager, and Network Performance Manager to audit and monitor the infrastructure, ensuring best practices and performance counters are upheld.

- Administration and advanced troubleshooting of Microsoft Windows XP/Vista/7/8/8.1/10, Server 2003/2008/2012 R2, Active Directory, Group Policy, MultiTenant Exchange 2010/2013, Remote Desktop Services, Citrix Workspace Suite (XenApp, XenDesktop & XenMobile), VMware 4.x-6.x, IBM/NetApp SANs, Barracuda Security Appliances, Symantec Endpoint Protection and Backup Exec 15.- End-to-end administration, maintainenance, and support of various clients' environments- Perform quarterly updates, upgrades, DR tests, failovers, and failbacks for clients' networks- Implementation and integration of automated and high availability solutions to increase efficiency and provide redundancy for clients' various operations- Efficiently handle second and third level support requests/incidents escalated up from the help desk- Travel to various client sites to resolve onsite issues.

IT Infrastructure/Mobile Device Management• Inventorying, configuring and/or re-imaging, and deploying various mobile devices for various Authority projects across all agencies. - 750+ Apple iPhones, License/Credit Card Reading Sleds, & Wireless Bluetooth Printers for the MTA Metro-North Railroad OBTIM (On-Board Ticket Issuing Machine) Revenue Generating Project - Primary Support Contact - 600+ Apple iPads using Apple Configurator for MTA Bus BusTrek Project - 300+ Samsung Galaxy Tab 4 Tablets for MTA NYCT Subway Station Agent Tablet Project - Backup, re-imaging, & testing of Honeywell Dolphin 9900 PDA devices for MTA NYCT Electronic Booking System• Configuring and enrolling mobile devices in AirWatch Mobile Device Management (MDM) Console prior to deployment.• Migration of users to new MTA IT AirWatch 8 Server, from older AirWatch 6 & McAfee Enterprise Mobility Management Servers.• Manage, maintain, support, troubleshoot, and optimize a holistic MDM program of over 5500 devices.• Reduced risk through the development and implementation of MDM policies, including security and reporting.• Mobile Device Management and troubleshooting of iOS & Android Devices.• Distributing enterprise applications for iOS & Android Devices.• Managed and maintained AirWatch MDM & BES (BlackBerry Enterprise) Servers.• Assist end users via telephone & e-mail with a wide range of questions, problems, and requests with their iOS, Android, and other mobile connectivity needs.• Create professional level training and how-to documents with screenshots for colleagues and end-users, upon start/deployment of new projects.

• Performing and overseeing basic and advanced troubleshooting of hardware, software, network, & E-Discovery applications/platforms (Clearwell, iPro, LexisNexis LAW PreDiscovery, & Relativity) issues reported by end users and clients• Assisting Senior Systems/Network Administrator, IT Systems Engineer, & IT Director in daily tasks• Crosstraining Help Desk staff• Maintaining all aspects of the network infrastructure, both physical & virtual, in NY, NJ, DC, & Chicago offices and data centers• Managing Active Directory, AirWatch Security Console, BlackBerry Enterprise Server, EFT GlobalScape FTP Server, Microsoft Exchange, Microsoft Lync, Microsoft SQL 2008-2012, McAfee MXLogic Portal, Relativity, RSA Security Console, VMware vSphere 5.5x servers, etc.• Creating, configuring, & maintaining virtual environments within VMware vSphere• Configuring and managing WSUS for HQ data center in NYC and colo data centers in NJ & DC• Configuring & managing VoIP equipment• Performing & overseeing re-imaging/roll-outs of old/new user workstations• Performing regularly scheduled updates to the physical & virtual infrastructure, including managing TrendMicro Antivirus server/client platform• Performing & overseeing regularly scheduled backups of network data using Quantum Scalar 50 Tape Library via EMC Networker• Performing & overseeing regularly scheduled and/or requested backups of cases and databases from various E-Discovery applications and platforms, including Clearwell, iPro, LexisNexis LAW PreDiscovery, & Relativity• Creating IaaS and SaaS Proof-of-Concept virtual environments with fully functional LexisNexis LAW PreDiscovery & Relativity E-Discovery servers/platforms for prospective clients• Supporting & Troubleshooting the kCura Relativity Platform for our clients as an Orange Level Best-in-Service Relativity Certified Reseller• Creating tickets in SysAid service request ticketing system• Configuring & managing SysAid server and asset management platform

• Customer Service - Communicating with clients, noting their requests, instructions, and deadlines. Maintaining customer relations. Assisting Sales department with meetings & SOW requests.• Project Intake - Keeping both paper & electronic logs of all projects incoming and outgoing, abiding by all requirements of the ISO 27001 certified hosting and SSAE 16 SOC 1 Type 2 (formerly SAS 70 Type II) audits.• Handling Deliverable Media for Projects – Making sure all project deadlines were kept to the best of the department’s collective ability.• Handling & routing requests and calls between our Times Square paper production facility, Park Avenue, and Washington D.C. E-Discovery offices.