Edward R. Cotter Email and Phone Number

• Managed system administration efforts for the successful spin-off of the Payvus Product to onboard partners.• Collaborated with database and server administrators on a Primary Domain Controller (PDC) upgrade from Window 2016 to Windows 2022.• Assisted CTO and CISO\VP of Technical Operations with the seamless migration of Jira and Confluence from on-premises to Atlassian Cloud.• Monitored and resolved IT infrastructure issues in partnership with the Site Reliability Engineering (SRE) team.• Initiated and owned the migration of company laptops (Windows and macOS) to Microsoft Entra and Intune for enhanced device management.• Managed and maintained AWS-based development environments, including the configuration and upkeep of Windows systems• Conducted annual PCI\SOC compliance evidence gathering to meet audit requirements.• Collaborated with the Cybersecurity Engineer to identify and mitigate security vulnerabilities across the infrastructure.

• Managed employee onboarding and offboarding, including laptop configuration aligned with company standards.• Supported and administered Atlassian Cloud and Jira\Confluence on-premises platforms.• Maintained and tracked software, hardware and licensing assets through effective procurement and inventory management.• Repurposed over 40 laptops for reuse saving the company up to $80,000 dollars against budget.• Authored comprehensive technical documentation, standard operating procedures (SOP’s) and IT policies using Confluence.• Delivered remote and in-person user support for technical issues, utilizing tools such as Bomgar and MS Teams.• Administered ESET Protect Cloud and managed Fortinet VPN and Fortinet EMS portals.• Oversaw facilities management, including office badge access control and alarm systems.• Maintained and supported audiovisual (AV) equipment for corporate use.• Recognized as the company’s “MVP” Employee in December 2022 for exceptional contributions.

• Provided technical knowledge and support regarding network operations for multiple clients. • Documented, tested, and modified network operating systems to enhance efficiency and reliability. • Diagnosed and remedied network and user issues. Implement client projects by drawing upon a variety of prior technical experience. • Maximize network performance through proactive network design and monitoring. Provide on-the-job training (via shadowing) to Support Specialists. Network analysis and diagnostic skills, ability to implement quick and effective solutions to network problems and escalate issues when necessary. • Dedication to enabling continuous operations. Ability to operate productively in a virtual office environment, delivering reliable follow-up and using off-site connectivity and wireless communications tools. • Worked collaboratively in a team culture. Provided detailed and concise updates to dedicated client account teams. Troubleshoot O365\Azure and VMWare issues as needed for all existing supported clients.

• Remote and on-site support for multiple clients across multiple industries. Primary focus on a combination of end user support and system administration functions. • Proactive maintenance, documentation and testing of client network environments through a combination of scheduled on-site and remote work using prescribed checklists. • End user support related to desktop, server and Mobile technologies. Participate in technical discussions with clients that impact business continuity and production growth. • Worked to identify new revenue opportunities through assigned clients and project work. Assist on various projects with assigned project leads, Project Managers, Service Technical Account Managers and Engineering Technical Leads. Participation in on-call rotation (8 weeks per calendar year).• Assisted in the transition of all IT services for over 15 clients in less than one calendar year.• Collaborated with Senior Systems Administrators and solutions architects to complete multiple projects on time and under budget.

As a member of the systems support team, monitored automated transfers of secure data files on Eliza’s internal cloud platform, included working with project managers to handle client notifications/files submitted after deadlines. Resolved issues related to automated SSH File Transfer Protocol (SFTP), imports, and reports, worked with cross-functional teams from customer operations, data management and engineering. The environment included UltraEdit, Microsoft SQL Server Management Studio, AWS, Globalscape EFT, JIRA, and SQL programming. Contributions included:• Identified and documented opportunities to automate manual processes, reduce turnaround, and increase efficiencies.• Conducted root cause analysis to successfully diagnose and resolve complex, ambiguous issues and implemented long-term solutions and enhanced processes.

Monitor SaaS applications in an eCommerce Platform environment. Responsible for administering data center computing platform based on utility computing and computing-on-demand technologies focused on: blades, tiered storage, grid computing, virtualization, provisioning tools, clustering, and disaster recovery. Perform system checks, system analytics, certificate creation, build and move customer realms, instances and sandboxes.

Provided Tier 2 support via TeamViewer to multi-national user base across the US and Canada, troubleshooting desktops, laptops, servers, and mobile devices running on Mac and Windows platforms. Additionally, Served as Google Administrator for the ThingMagic organization within Trimble and supported a separate ThingMagic engineering network.Contributions include:• Leveraged technical expertise to successfully resolve all outstanding local support issues on two networks within first six months.• Partnered with network engineering to trunk five Netgear switches to one Cisco switch to carry data and wireless VLANs across switches to resolve multiple instances of wi-fi signals in two separate building locations.• Compared and diagnosed wireless NIC card drivers and signals in multiple locations to resolve Wireless Access Point Roaming issues in collaboration with network engineering team.

Role involved communication with external customers to provide post-sales technical support via email, phone, and WebEx. Performed Tier 1 and 2 support for the classic software suite - Quota File Sentinel, Storage Investigator, File Reporter, and File Auditor. Took on additional responsibilities, including filling in for project manager. Investigated software issues for clients around the globe and assisted with internal infrastructure, hardware, and software issues. Collaborated on hardware infrastructure transfer project of all IT equipment from New Hampshire office to North Billerica office, including disconnecting, reconnecting, and re-cabling servers, all IT equipment and all office equipment.

As a member of the Gateway Team responsibilities included steering customers through deployment of network filtering technologies in diverse network architectures; optimizing email filtering devices; and initiating SPX and TLS encryption triggers to ensure compliance with federal regulations and security requirements. The environment included SAV, Enterprise Console, Control Center and Enterprise Manager products on multiple platforms. As a member of the Enterprise Team, supported internal and external customers via phone and email to resolve a variety technical issues. We used a follow-the-sun model to support global\international clients.Contributions included:• Basics of Linux administration/forensics as member of Gateway Team for back-end system support.• As Enterprise Team Technical Support Engineer, generated $1.3M in revenue as highest-producing sales lead in 2011.• Consistent communication with customers, utilized internal knowledge base, and performed troubleshooting to identify best solutions.• Created knowledge base articles and technical documentation based on case experiences.• Achieved 95% or higher on all monthly case audits due to exceptional attention to detail and accuracy.

Contracted with BT to support DNS/BIG IP Load Balance clean-up project, which involved resolving all server DNS names and IP addresses in Active Directory/Domain Management to ensure accurate information displayed in BIG IP Load Balancer.Contributions included:• Completed remote installation of Zabbix Open Source Enterprise Monitoring Software on servers in three US locations.• Collaborated with senior systems administrator to identify and inventory 200 servers to gather off-lease equipment for decommissioning and virtualization using VMware.• Served as local desktop support for Windows-based systems, including imaging and configuring new machines at Quincy location for first four months of employment.

Lead Desktop Support Analyst solely supporting 400+ users, managing the LAN room, maintaining computer inventories, and coordinating software projects. Performed hardware break/fix repair for desktops, laptops, servers, switches, routers, UPS, and local printers, as well as software problem remediation. Oversaw all installations, moves, adds, and changes.Contributions included:• Upgraded all networking and power equipment in LAN room, including installing and configuring new equipment for ~$100K project.• Consistently exceeded SLA requirement of 95% on-time ticket resolution.• Rebuilt training room facility from the ground up, including rebuilding 25 computers, AV equipment, and cabling; praised for contributing to significant turnaround and increase in training course participation.

Performed site to site hardware and software support for Dell, HP and Gateway laptops, desktops and servers. Primarily worked in Boston, but also worked up and down the North Shore. Performed printer installs, hard drive, keyboard, monitor, CD/DVD drive, memory and motherboard replacements.• Started as a part time employee and was promoted to full time by outperforming all members of the full time team.• Completed training for Dell Certified Systems Expert on a variety of desktop/laptop and server systems to enhance and stay on top of any changes on newer models.• Promoted to work under senior LAN admin Jack Koller at AIG (top customer) to join the team and eventually take over his role on his retirement.