Develop and execute strategies to meet organizational goals in alignment with broader business objectives. Oversee IT operational projects, from design and deployment of new systems to migrations for seamless integration. Manage full scope of multiple office expansion and buildout projects for timely and on-budget delivery. Coordinate external vendor relationships and lead direct reports to drive continuous improvement and innovation. Direct management of enterprise and non-enterprise applications to define IT infrastructure strategies, architecture, and processes. Monitor IT system performance, while analyzing cost-effectiveness and productivity to provide actionable recommendations for enhancements. Guide IT operational budget for cost-effective resource allocation and expenditure control. Act as data security coordinator, leading incident response and managing written information security programs. * Authored and maintained comprehensive IT governance documentation to ensure compliance and best practices. * Safeguarded firm’s digital infrastructure by managing email security protocols and Endpoint Detection and Response systems. * Enhanced user proficiency with IT systems by creating end-user training materials and facilitating periodic training sessions.

Led IT operational projects to oversee design, deployment, and integration of new IT systems and services across all departments to streamline workflows. Managed office expansion projects and buildouts during rapid growth for seamless transitions and infrastructure scaling. Oversaw full lifecycle of enterprise applications, while monitoring IT system performance to assess cost, productivity, and recommend improvements to optimize infrastructure. Collaborated with key stakeholders to analyze business requirements and developed tailored IT solutions to meet organizational needs. Managed IT operational budget and ensure accurate Sarbanes-Oxley reporting for compliance and financial transparency. Acted as data security coordinator for incident response initiatives, developing and maintaining written information security program, and authoring governance documentation. Conducted regular end-user training sessions to enhance IT literacy across organization. Developed and maintained standard operating procedures and training materials. * Oversaw cybersecurity efforts, leading security awareness training, testing, and compliance with 201 CMR 17 regulations. * Resolved complex internal support escalations by providing Tier 3 troubleshooting for hardware and software issues. * Protected digital assets from security threats by managing organization’s email security and endpoint detection and response (EDR) solutions. * Managed vendor relationships and developed strategies for hardware and software enhancements by defining IT infrastructure strategy, architecture, and processes.

Established IT priorities and long-term strategic plans consistent with corporate goals. Managed the deployment, monitoring, maintenance, development, and support of all IT systems and infrastructure.Communicated effectively with leadership and all users of IT services and systems on strategic direction and day-to-day operations. Kept current with the latest technologies and determined new solutions to meet business requirements. Negotiated service agreements with vendors, outsourcers, and consultants. Developed policies, standard operating procedures, and work instructions for IT staff and end-users, encompassing architecture, security, disaster recovery/business continuity, hardware/software standards, purchasing, and service/support. Forecasted future IT needs and expenditures working closely with financial planning and analysis teams.

Directed timely delivery of high-quality technical support services to clients for customer satisfaction and operational efficiency. Provided internal and external Level 3 (L3) support, while troubleshooting complex technical issues and ensuring prompt resolutions. Conducted regular meetings with clients and staff to review report findings, discuss budgets, introduce new technologies, and address client concerns and evolving needs. Evaluated and tested new technology, created Statements of Work (SOW) and proposals, then implemented solutions and provided ongoing training and support. * Fostered professional development and improved team performance by recruiting, training, and mentoring Help Desk technicians and systems engineers. * Established best practices and created comprehensive training documentation to guide the team by setting customer service and performance standards.

Managed data center, while overseeing network hardware, domain controllers, backup systems, MS exchange, remote desktop services, BES, and database servers for seamless operation. Provided comprehensive desktop, network, and server support both on-site and remotely for diverse range of businesses, from small firms to enterprises with 500+ employees. Led independent client meetings and project management as sole Massachusetts-based engineer for effective communication and efficient delivery of IT solutions. Collaborated with human resources and management teams to manage on- and off-boarding processes, including computer imaging, setup, inventory management, and device deployment. * Delivered 24/7 support and offered hardware and software recommendations, as well as managed budgets and projects to meet client needs by serving as account manager for all Massachusetts-based clients. * Oversaw full management of IT environments for clients, including firewalls, email gateways, Linux and Windows servers, encryption, LAN-WAN, monitoring, VPNs, endpoint protection, mobile devices, and Wi-Fi systems

Instructed a home networking class to certify field technicians before installing home networking equipment. Provided support to field technicians remotely and on-site resolving customer PC issues such as virus removal, networking, and general troubleshooting. Developed and implemented New England's first testing facility for cable modems working closely with field technicians and hardware manufacturers. Managed the complete lifecycle of all customer-premise equipment for video, data, and voice.Assisted in the preparation, migration, and implementation of a new billing and equipment tracking system. Operated in, and maintained control over a warehouse designed to service video, data, and telephone installation technicians, maintaining high volumes of hardware inventory via multiple database applications.

Set up multi-user networks running Win NT, NT Server, and Win 95/98 including a wireless LAN, third-party medical software, and database management utilities. Diagnosed and debugged existing customer systems both independently and as top-tier technical support. Generated new ideas to improve upon existing products to enhance performance and reliability. Designed an inventory and shipping control system for customer equipment before and after sale. Decided what hardware was best, and purchased new equipment for both internal use and customers. Worked closely with quality assurance, developers, field engineers, support, and manufacturers, to share knowledge and ideas, forming a cohesive team ensuring continuity.

Provide support to a technical group of approximately 70 people using SUN, PC, and Mac Integrate Solaris, Windows NT 95 & 98, in a highly networked environment Performed hardware and software upgrade and installation in a fast paced environment Perform daily and monthly backups of Solaris and Windows systems Perform software and hardware testing as a Y2K representative Improve upon, maintain, and debug hardware, software, and printing problems within the group Purchase new equipment for the group then prepare and install for use.