- Provided IT leadership and support for multi-site plant operations, including production server/workstations, operational desktop and server support. Design, maintain and support entire IT infrastructure.- Prepared yearly IT spend budget spreadsheets. Over the course of 4 years, saved the company in excess of $400,000 due to vendor negotiations, process improvement and identification of inefficient or duplicative business items.- Administered dual ESXi 5.5 VM Hosts and mixed physical network environment using vCenter 6.0. This consists of 68 VMs, 22 physical servers, connecting through multiple Cisco routers, switches, WAPs, ASA firewall and an on-site datacenter. Active Directory support of a three domain environment. - Managed a robust backup/disaster recovery system using multiple NAS devices, Symantec NetBackup, VSS, Carbonite and Veeam.- Provisioned storage using multiple Dell SANs for a total of over 50 terabytes across the production and operational environments. - Supported over 250 Office 365 E3 accounts including using Azure AD tools and Office 365 Exchange Admin site. - Carved our company’s IT infrastructure out of ArcelorMittal, the world’s largest steel company. This included an extensive Active Directory migration, transitioning to a hosted SAP datacenter and switching EDI vendors.

- Delivered superior help desk and onsite support to over 130 small and medium businesses in a busy managed service provider environment. Primarily worked in Windows environments, however, was the main resource for Mac/iOS support.- Provided on-site and remote troubleshooting, server/workstation builds, OS/software installs, iOS/Android mobile setup/support and VoIP setup/support. Became the primary resource for all Altigen VoIP installs and support.- Produced comprehensive troubleshooting and resolution ticket notes in ConnectWise and hundreds of macro/service codes, reducing future team time requirements. Created Kaseya procedures for automating system maintenance.- Conducted a process review of an existing deployment process of over 700 Windows 7 machines due to Win XP EOL, resulting in a total time requirement of 3.2 hours per machine, down from 6.3, saving thousands of hours.- Administered Active Directory and Microsoft Exchange for over 2500 users across the client base. Managed group policy for many clients, providing software installation, security enforcement and maintenance routines.- Provided enterprise mail administration, including Microsoft Exchange account setup/changes and version migration, migrating or creating over 400 Office 365 accounts (using the 365 site and/or PowerShell) and AppRiver spam/hosting.- Installed and configured SonicWALL VPN hardware and software used for network security and remote access.

- Instrumental in turning around the high turnover problem made worse by a rash of GlassDoor negative reviews. Greatly increased retention via incentive/bonus programs, active and sincere engagement with employees, identifying company-wide perception challenges and developing training requirements and career paths that staff could easily understand and follow.- Managed all hiring, training/mentoring, scheduling and performance reviews of 14 Desk/Field Level I/II Engineers, four client-staffed (remote) Level II Engineers, two Help Desk Coordinators and two Level III escalation sysadmins.- Increased client survey satisfaction numbers from 93.8% to 96.3% while recording an exceptional attrition rate of one lost client, out of 105 clients, in the span of a year.- Identified multiple staffing inefficiencies and client on-site scope creep that yielded up to an annual savings of $20K, per incident. Total process improvements staffing changes and efficiency evaluations resulted in an estimated $170,000 per year savings.- Worked directly with the CTO, CEO and VP of sales to convert existing block clients to managed clients. Combined with service utilization reports and profit analysis of the top 10 profit-draining clients, achieved an overall increase of MRR from $318K to $362K in just over a year.- Managed all aspects of the Service Desk for a busy and growing Managed Service Provider servicing 110+ clients, over 9,000 seats and a volume of 1500 calls and 5500 tickets per month.- Produced a wide variety of both off-the-shelf and complex custom Excel reports/metrics highlighting industry-standard KPIs.

- Evaluated, recommended and implemented a complete overhaul of the company's existing IT infrastructure and procedures.- Reduced server footprint 50% by implementing Hyper-V virtualization on an existing Windows Server 2008 R2 setup.- Established several site to site VPN tunnels using multiple Cisco devices to ensure ongoing PCI compliance. Enabled secure remote access using a Virtual Remote Desktop pool and Remote Desktop gateway.- Administered a SQL 2012 server upgraded from SQL 2005 in order to provide detailed business intelligence (BI). Created BI reports using Visual Studio, Enterprise Manager and Excel/PowerPivot.- Implemented company-wide security measures (GPO enforcement, intrusion testing, vulnerability management) to protect an on-site 300,000 customer database.- Provided detailed road map to the continued security of the organization upon project completion.

- Managed over 250 government and commercial clients (2000+ users) in a challenging, yet rewarding, environment through management of a custom built support ticketing system. In five years, the system processed over 21,000 tickets and generated over $720K in revenue, while increasing the company's total gross up to 15% annually. Obtained a final customer support satisfaction rating of 95.2%, a tremendous number in any industry.- Worked directly with Senate and House Network Operations to prevent and solve system-wide problems. Preemptively coordinated system-wide projects such as SQL Injection reviews on all sites, upgrading 70+ offices from SQL 2005 to SQL 2008 and establishing disaster recovery procedures.- Managed five developers for post-launch support incidents. Hired and trained new support staff, monitored time usage with custom SQL, while also scheduling support shifts and phone queue coverage.- Created a knowledge-base with detailed information obtained from customer feedback, optional and anonymous surveys, emails and telephone conversations -- greatly reducing Level 1 calls.- Administered IIS, SQL and FTP access on six physical and five virtual (VMWare) Windows servers (Windows 2003/2008) with emphasis on up time, server optimization and disaster recovery.- Occasionally performed Web Developer duties to help as needed, provided end user product training and desktop support in a mixed Mac/PC setting.

- Designed and developed the intranet for the Senate Republican Conference. The site won recognition from Nielsen as one of the top ten government Intranets in the world (2004.)- Administered IIS, MSSQL, ColdFusion and mail servers located on Capitol Hill. Configured remote server access through strict government firewalls to manage websites, e-mail and FTP.- Deployed 20+ US Senators, Representatives, and committee sites, with little supervision, receiving numerous customer accolades. Recognized for quality service, QA diligence and superior communication with clients, founded and managed a dedicated support department.

- Designed and built the "Verizon Network and National Operations Systems" intranet web site using Cold Fusion, MySQL and Apache. Completed six month project goal in 3 ½ months. Received positive peer reviews due to cleaner design and UX of the Intranet and a monetary bonus due to employee productivity increase as Intranet traffic increased by 38%.- Administered a mixed NT/2000/Unix network, accountable for configuring MS Exchange server, Active Directory User setups, and File Server access.- Developed multiple Cold Fusion applications; deployed an employee database, project-tracking tools, customer feedback forms and trouble ticket creation/tracking.

- Coordinated purchasing, installing and supporting all hardware (firewall, router, workstations, servers and printers) within the start-up company. Completed objective under budget due to extensive market research.- Designed and maintained the iWoman.net (http://iwoman.net) [cache: http://bit.ly/xRBLm3a] web site using industry standard tools for design, maintenance and reporting.- Reported directly to the President for future expansion concerns, web site analysis figures and cost analysis routines.

- Designed, ordered, built and installed new SCO UNIX and NT servers, Windows 95/98 workstations and networks to provide terminal-based access to the Medical Manager software suite.- Established telecommunication links between multiple sites using multiplexers, CSU/DSUs and terminal servers/routers. Cabled Cat 5 networking for network communication.- Handled onsite field repair of WYSE terminals, line and laser printers as well as extensive experience in PC component repair or replacement.

- Founded and managed a new division of CyberGate (Internet Service Provider), known as NetHelper. One of the pioneers of the "support anything" approach now employed by groups such as "Firedog" and "Geek Squad".- Developed and implemented a strategic business plan that included marketing, competitive analysis and long term financial forecasts.- Worked exclusively with MIS department installing and administering networking environments for multiple platforms, including: Novell 3.x/4.x, TCP/IP, IPX, peer to peer and NT server.

- Due to lack of positions in meteorology school, became an F-14 Plane captain, directing pilots in some tight spaces and crazy places.- Served two tours in Desert Storm, received numerous medals and ribbons that are priceless.- Witnessed the breathtaking beauty of standing on a blacked out flight deck, the Aurora Borealis starting as a small glimmer and eventually expanding to a shimmering curtain covering half the sky.** Consider myself humbled due to all the above... **