• Plan and oversee implementation of end-to-end integrated client-facing and internaloperational solutions• Evangelize and plan organization commitment for enterprise level architecture andinfrastructure initiatives based on Apogee’s Service Catalog• Provide architectural guidance and technical coaching to staff engaged in client-specificroadmap development• Develop, test, rollout and maintain current and planned state architectural roadmaps• Develop and maintain Apogee’s Service Catalog• Deliver architectural initiatives that drive revenue and improve efficiencies in linewith business strategy and Apogee’s Service Catalog• Maintain in-depth knowledge of the organizations Service Catalog used to providedstandard services and support clients• Communicate and defend architectural decisions, plans, goals and strategies tovarious teams within Apogee• Develop metrics and reports for the CTO, business and IT management on usage,capacity, scalability, durability and other KPI’s as identified

* Lead and managed eight technical and non-technical resources that provided reactive field services and pre-scheduled upgrades and migrations * Within the first three weeks of role assignment reduced average field service tickets from 146 to 59 active tickets * Oversee technical execution and coordinate scheduling for approx. 30 pending customer projects at any given time * Receive and coordinate escalations requiring reactive onsite support from NOC and Help desk service team while maintaining pre-scheduled service commitments * Regularly combed service and project tickets looking for incomplete service notes, advised next steps for execution, and updated ticket statuses to improve customer experience * Planned, communicated, scheduled, and personally executed on technical tasks for a law firm acquisition project consisting of nine complex technical phases within an eight week period falling within the 2017 holiday season * Oversaw first response resources, obtained full data recovery, and provided next step security recommendations for two ransomware attacks affecting two different customers within the same week * Interview and report recommendations to executive staff for professional services hiring candidates

* Design Pittsburgh client roadmap solutions to meet short and long-term client business objectives while leveraging AIT standardized and non-standard solutions. * Proactively identify and learn emerging technologies of interest to apogee while collaborating and aligning with the Toronto and Boston branch offices for a more unified company-wide execution of services. * Facilitate requests for information about client security, technical policies, and technical configuration of client environments during regularly scheduled audits and when proof of regulatory compliance is unexpectedly requested. * Regular assessment and consultation with the AIT Account Management team to improve quantity and quality of client contacts and facilitate requests in a manner that contributes to client retention rate expectations set forth by the organization. * Provide project oversight and management of three to five active projects at a given time while ensuring constant progress amongst other projects still in the development phase. * Regular participation with prospective client assessments, new client onboarding’s and technical implementation projects where the vCIO also assesses the quality of service delivery and recommends or implements adjustments for improvement.

* Acted as the technical representative and liaison for Apogee during acquisition of DSM Computing Solutions located in Toronto, Canada. * Provided advice to executive staff at AIT headquarters on how and when to transition the new Toronto branch to the technical solutions for ticketing, monitoring, remote support, and password management. * Responsible for identifying assets, documenting configuration, labeling equipment, and understanding provided solutions of newly acquired company which provided hosting and datacenter services. * Solely responsible for planning, documenting and provisioning security model to isolate Canadian technicians from US based clients in companywide shared documentation, monitoring, and password management solutions. * Evangelize the “AIT way” of documentation, monitoring, ticketing, and customer service standards to newly acquired staff while building camaraderie and trust. * Responsible for technical implementation and oversight during migrations of the Toronto staff and customer base into AIT ticketing, monitoring, remote support, documentation, and password management solutions. * Travel to several client locations within Canada to identify strengths and gaps in supportability of non-hosted client environments with follow up to executive staff on recommendations to incorporate beneficial strategies and remediate deficiencies. * Frequent travel to Canada with some trips lasting a week in duration.

* Assess prospective projects to determine the high level project plan and estimate the approach, staffing and estimated time associated with delivering the project. * Oversee initial project launches to ensure project teams effectively begin each project following-up with teams at critical junctures to ensure project remains on plan and within scope while intervening as appropriate to avoid or negotiate with clients on scope creep.  * Act as primary point of contact for maintaining a strong Apogee relationship with the client, act as an advocate/escalation point in times of client frustration, and maintain long-term strategic roadmap for assigned clients. * Assist staff in the development of their technical, project, client-facing and methodology skills by role modeling culture and company core values. * Contribute to methodologies, processes and tools; documenting specific process structures for service delivery and ensuring existing methodologies, processes and tools are used appropriately in project planning and delivery. * Proactively identify and learn emerging technologies of interest and prepare to act as a subject matter expert on new technologies, with the goal of cascading knowledge across the technical team though documentation or opportunistic coaching. * Regular technical implementation in scoped projects to ensure that service delivery is as effective as planned and allow for rapid augmentation of planning when scoped work cannot be completed fully due to staffing or organizational wide deficiencies in process and knowledge.

* Responsible with planning and implementing email migrations to PCNS's internally hosted multi-tenant Microsoft Exchange platform utilizing on premises and cloud based solutions that facilitated mailbox migrations from various mail platforms for approximately 30 clients from 2010 to 2014 including and emergency transition scenario invoked by Hurricane Sandy for several NYC based clients. * Directly involved with the planning, build-out, and transition execution from a standalone Exchange 2007 server to multiple Exchange 2010 servers utilizing DAG configuration within a multi-tenant environment supporting approximately 50 clients with over 1000 Mailboxes. * Firsthand experience managing and executing approximately 40 Windows Server based Physical to Virtual * Server migration projects from 2009 to 2015 lending to personal migration and troubleshooting proficiency leveraging the VMWARE ESX(i) platform * Experience performing a physical to virtual migration of SCO UNIX 5.0.6, which operated an Informix Database to drive a home-brew ERP system, from failing hardware to VMWARE ESXi 5.5. * Participated in on-call rotation and provide emergency technical services during nights and weekends for clients

* Acted as an escalation point team member across all departments for Tier 1 through Tier 3 technical issues. * Regularly designed multi-phase project plans, implemented, and reviewed the success or weaknesses of a given deployment strategy to build on increasingly efficient project execution. * Regularly managed network, server, and workstation upgrade projects onsite with technical teams of up to 10 technicians, multiple line of business application vendors, and client technical and non-technical staff. * Regularly provided network assessments to prospective clients and provide recommendations for technology shortfalls regardless the feasibility of client on-boarding. * Completely re-designed Apogee alert aggregation and filtering system moving away from distribution group based means of filtering to SolarWinds Alert Central, then again to the cloud based solution OpsGenie when Alert Central went EoL. * Within a six-month period researched, tested, documented, and selected an anti-viral solution from five competitors for deployment across 100 companies consisting of over 4000 seats in the financial, educational, industrial, health, technology and legal sectors. * Within a three-month period researched, tested, documented, and selected an anti-spam solution from ten competing multi-tenant systems for deployment across 100 companies consisting of over 4000 seats in the financial, educational, industrial, health, technology and legal sectors to accommodate an announced forced transition from Google Postini by Q3 of 2013.

* Traveled to Canada and numerous states across the US to install a customer crafted wireless inventory system that leveraged wireless bridge and mesh technology which required the coordination of remote facilities maintenance staff, cabling vendors, and customers internal IT Staff. * Acted as an on-site server and network systems administrator for a mental healthcare provider of 450 employees and approximately 30 locations three days a week for one year. * Maintained, troubleshot, documented, and improved configuration of a multi-tenant server and workstation anti-viral solution (VIPRE) used by approximately 100 client companies consisting of over 4000 seats in the financial, industrial, health, technology and legal sectors. * Regularly executed preventative maintenance, repair, configuration changes, and infrastructure upgrades for two organizations in a datacenter environment minding change management protocols and documenting all changes. * Created and maintained thorough internal documentation on various technical processes including but not limited to server platform and server infrastructure migrations, network routing equipment configurations, LoB application upgrades and migrations, and wireless/copper/fiber optic LAN device configurations that could be followed by technicians of PCNS at all skill levels that produced repeatable and successful outcomes.  * Regularly volunteered to work late and on weekends to assist project team with on-site server integration projects, emergency outage resolution, and hosted platform migrations.

* Troubleshoot Tier 1 and Tier 2 technical issues involving firewalls, switches, servers, workstations, line of business applications, third party applications, wireless devices, UPS * Remotely provisioned mobile devices for corporate network access * Captured technical details and time spent on service tickets in ConnectWise ticketing system. * Documented all network and server configuration changes in company knowledge management system. * Regularly volunteered to work late and on weekends to assist project team with on-site server integration projects, emergency outage resolution, and hosted platform migrations.

* Performed hardware diagnostics and repair of failed client network hardware and endpoints returned from the field. * Preformed remote diagnosis and resolution of client software errors and hardware failures via NAble, PRTG, Kaseya, and phone troubleshooting. * Acted as an extension to field services team deploying and configuring workstations to company standard, replacing failed UPS batteries, and replacing failed server hardware at client locations. * Created, maintained, and implemented first company standard processes to remediate malware on workstations not resolved by Symantec Antivirus Corporate Edition 10. * Created, implemented, and maintained a semi-automated process to reliably deploy company standard applications to new system builds using the third party utility Windows Post-Install Wizard* Regularly imaged systems with company standardized operating system using unicast and multicast deployments with Symantec Ghost 8.0  * Maintained and followed daily checklists to audit PCNS internal company network and server infrastructure  * Regularly volunteered to work late and on weekends to assist project team with on-site server integration projects, emergency outage resolution, and hosted platform migration

* Resolved faculty, staff, and student issues with hardware, software, and user profiles in a Microsoft Windows XP and Server 2003 environment* Provided service desk support by way of password resets, user account maintenance, and new user setup in Active Directory* Methodically transferred faculty and staff user profiles and network drives to a new Microsoft Server 2003 R2 domain controller while performing validation that all data was successfully moved* Laid facility wide Cat-5e Ethernet cable and setup wireless access points to accommodate entire school district wireless access

- Responsible for data input and organization of PTI’s BlackBoard educational platform- Assisted instructors in preparation of lab activities and class assignments- Illustrated and edited a Windows Server 2003 instruction manual for future PTI students- Former PTI AM Manager of Direct Connect, a student mentoring program which supports underclassmen- Created user profiles with file and folder permissions in three labs used by PTI students