Lead and manage programs such as the Tier 1 program and special projects. Partner with business units to successfully prioritize and deliver on strategic initiatives. Provide expertise in establishing project management offices, project and program management, risk and issue management, and stakeholder analysis.

Identify and execute Cyber Strategy related projects that will increase the long-term benefits to the organization. Address imminent challenges and ensure clarity around project management. Restore disrupted initiatives and adopt a more sustainable delivery model. Adapt projects to align with emerging business models.• Key contributor to the the Data Loss Prevention strategy, ensuring the team stays on task. • Collaborate with the team as well as other consumers of the service to enhance and improve on communications, end-user educational materials, adjust timelines and resources and communicate appropriately to the executive management teams. • Developed, customized, maintained, and tracked Azure DevOps boards, leveraging customized PowerBI queries and reports for enhanced project management and reporting.• Similar roles held on other Cyber Strategy initiatives including SSDLC.

Windows 10 Senior Project Manager leading efforts to migrate the enterprise end user facing device endpoints to Windows 10. Leading the development, engineering and deployment of technology solutions as required utilizing Agile methodologies. Working closely with End User Technology team for application remediation via SCCM. Coordinating deployment efforts with change management, communications, clinical informatics, business relationship managers and departmental managers.• Create and maintain project documentation, i.e. project charter/scope, status reports, operational checklists and project plans.• Load and track project work plans and schedules in MS Project•Manage project scope, schedule, budget, and resources to successfully fulfill business and technical requirements with high customer satisfaction•Manage project issues and risks to prevent potential barriers to project success; acting as an escalation point for Risk and Issue mitigation/resolution to EUT.• Act as the primary point of communication between HSO facilities, site managers, image development team, and IT Operations for PC refreshes• Develop image acceptance test plans, validating test plans with business and drive image testing/acceptance process•Coordinate PC deployments, including direct staff, and key user activities in cross-organizational and cross-functional teams•Oversee the installation and life-cycle maintenance of IT hardware (including PCs, peripherals, operating systems, etc.)

Operated as the People/Technical Manager of the Infrastructure/Service Delivery for 29 facilities; managed Level 3 infrastructure team consisting of 10 direct reports (including a Team Lead/ Supervisor with 9 direct reports) and 12 indirect reports; responsible for but not limited to; Field Services, Telecom, Server/Active Directory, Networking, and Desktop Engineering. Maintained CAPEX refresh/growth and OPEX budgets.• Organized all operations, focusing on reliability and consistency. • Managed end-to-end service delivery to provide value for all customers. • Spearheaded several high profile projects including O365, G Suite and Win10 migrations to meet the • objectives of technology requirements.• Developed and implemented processes to standardize support and consistency in experience.• Conducted weekly CAB Facilitator meetings to deliver support to a change-management team by advising on requested changes, assisted in the risk assessment and prioritization of changes.• Developed processes to increase MTTR, FCR and SLA’s while decreasing aged incidents in accordance with organizational expectations. • Consolidated infrastructure to reduce technical debt.• Managed Critical Incident response to align ministry operations, services and functions to manage high-priority assets and situations; coordinated response between multiple teams and performed subsequent problem management.• Performed hiring manager duties as well as annual reviews for all associates.

Supervised a team of 7 engineers ranging from operational to senior level, daily; coordinated, prioritized and managed multiple team projects from initiation to closure.• Provided technical guidance and technical solutions to meet expectations of the organization.• Reviewed, improved and documented monitoring standards for consonant process.• Performed operational service reviews with partners to champion continuous improvement via process review and refinement.• Analyzed and tracked data, informed Department Manager of status updates and projections; predicted potential risk and collaborated to develop actions that reduced threat to objectives.• Tracked project progress through JIRA to ensure deliverables meet target deadlines. • Increased productivity and communications through technological integration.

Configured and maintained monitoring services, including infrastructure and environment to reduce risks of unnecessary downtime.• Maintained production servers in Linux and Windows environment in accordance with organizational standards. • Analyzed and implemented application and process enhancements aimed at improving system architecture, ensured system stability, process efficiency, and customer experience.• Provided support to 350 users in Linux and Windows environment. • Assisted operations teams in troubleshooting network and production issues and root-cause analysis. • Updated network documentation periodically to reflect changes in infrastructure.

Managed Tier 1 and Tier 2 technical service center teams. • Reduced cost per call below the national average by increasing and sustaining technical agent performance by 25% to perform at 97% occupancy.• Created new programs to boost employee morale and customer satisfaction. • Diffused and documented intense customer situations to maintain high-level satisfaction. • Performed hiring manager responsibilities, assessed 17 associates, and initiated development plans as needed. • Organized all daily operations, focused on quality and consistency. • Performed call center metric reporting to measure and coached to improve performance.• Developed high level metric dashboards of center performance for executive leadership.• Assisted in workforce scheduling to optimize call center service offerings and ensure efficiency.• Ensured solutions to meet the needs and functional requirements of the business and customers.• Redesigned tier 2 support model by transferring level 3 operational responsibilities to alleviate costs of tier 3 engineers.

Monitored and supported of all business critical infrastructure and applications, enterprise wide. • Created service based monitoring to allow visibility into service uptime and performance.• Reduced costs by 80k, month-to-month, by eliminating unnecessary servers and consolidating databases.• Integrated, tested and documented code changes for optimum efficiency of monitoring systems. • Integrated software with current production hardware to benefit the organization and operational goals.• Implemented intelligent end-to-end monitoring to measure actual application performance at critical sites and alert teams to potential risks.

Responsible for inaugural MyMercy call center/service support desk; served as a key individual in the redesign of the IT support model for the enterprise. Efficiency and productivity gains from this new support model, allowed the elimination of 65% of IT staffing, increased customer satisfaction (30%) and decreased incident and service request turnaround time (80%).• Recruited and mentored associates in each of the areas of responsibility to deliver tangible business results.• Increased customer satisfaction by 30% by reporting and identifying service gaps.• Designed and implemented a new service management system to advocate the ITIL Foundation standards impacting company service and incident management, problem management and change and release management protocols.• Conducted educational sessions for clinical and IT staff to improve first call resolution.

Responsible for installing, configuring,managing, troubleshooting and repairing the enterprise software delivery infrastructure, client management infrastructure, remote installation infrastructure, and client operating system management infrastructure.Microsoft Active DirectoryWorkstation security protocols (group policies, etc.)Network topologies and protocolsMicrosoft workstation operating systemsMicrosoft Windows registryMicrosoft file systems (structure, rights, etc.)WISE package studio or other application packaging softwareApplication delivery methods (SMS, Intellimirror, etc.)Scripting (GUI and command line)Windows server operating systemsMcAfees virus protection products (ePO, VirusScan, etc.)

Product Manager for proprietary intelligent video product consisting of hardware and software. Windows XP embedded base, with use of TCP/IP. Oversee testing, troubleshooting, deployment, upgrades, and software development, as well as providing onsite, local, and web-based training, setup, and 3rd level support.Extensive documentation of product including quick-guide setups, user manual, product manuals, and A&E specifications.Director for IT business unit, managing employees (4), accounts, equipment and software installations. Tracking of client job progress, and client satisfaction.Provide assistance to sales staff with potential client initial meetings; also provide assistance to technical staff to insure successful implementations, while providing 3rd level support to clients.Sr. Network Administrator for Arteco company network, including all employees local and remote (35 users), utilizing Microsoft Windows XP and Vista connected to Microsoft Windows Server 2003 and Small Business Server using Active Directory, IIS, and SQL.Responsible for implementation, operation, and maintenance of all Network infrastructure, including Microsoft Exchange 2003 (recently migrated to Exchange 2007), Microsoft CRM 3.0, Microsoft SQL 2000/2005, and SharePoint.Setup, configure and maintain TCP/IP, DHCP, DNS, VPN, SSL connections, Barracuda Web filtering, and GFI Anti-Spam software.Create, update and delete Group Policy Objects (GPO’s) Troubleshoot Active Directory configuration problems.Manage IT help desk employees (2) as well as providing 3rd level support for Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Microsoft Outlook, Microsoft Publisher, Microsoft Visio, Microsoft InfoPath, Microsoft Internet Explorer 7, Microsoft Business Contact Manager for Outlook, Adobe Photoshop, Adobe Illustrator, Adobe Captivate, Adobe Acrobat Professional 7 & 8, Adobe InDesign, QuickBooks 2007, ActiveSync for Smartphone’s w/Windows Mobile.

Provide client support for approximately 250 users including Network infrastructure, Windows NT 4.0 and Windows Server 2000, as well as desktop support for Windows 98/2000/ME/XP, and MAC OS X.Configuration, maintenance and troubleshooting for Microsoft Exchange 5.5, Microsoft Proxy Server, Surf Control, Servers Alive and McAfee Groupshield/Netshield.Provide end user software support for Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Microsoft Outlook, Microsoft Access, and Microsoft Internet Explorer.Provide on-site hardware support for servers, laptops, desktops, printers, modems, faxes, monitors, including disk drives (HDD), motherboards, memory (RAM), CD-ROM, video cards, audio cards, and network cards (NIC’s).Configure and troubleshoot TCP/IP, DNS, DHCP, VPN, IIS, and RAS connections.Manage multiple network projects simultaneously.Setup, configure and maintain backups for multiple servers.

Sole network/systems administrator for entire school district supporting approximately 500 users utilizing Windows 98/XP connected to thirty five (35) Windows 2000 Servers, twenty seven (27) Cisco Call Manager Servers, and a combination of approximately thirty (30) Cisco Catalyst 3500 and 6500 Switches. On-Site and remote support via RDP.Maintain and troubleshoot Active Directory configurations. Create, update, and delete Organizational Units (OU’s) and Group Policy Objects (GPO’s).Provide support for IP telephony using Cisco Call Manager, including addition of new phones, troubleshooting existing phones, password resets, call restrictions, extension programming, voice mail setup, loss of switch programming, and VLAN configurations.Tracking of all Cisco equipment for purpose of Cisco SMARTnet contracts.Provide 3rd level support to school district IT staff via IT director, as well as school employees, in direct coordination with school principals.Troubleshoot TCP/IP and DHCP issues as necessary.Responsible for circuit setups, moves, and general circuit administration in coordination with Ameritech and SBC, including DS3, T3, T1, and fractional T1’s.Update applications as necessary, including Anti-Virus software (Norton), Academic software applications, and Cisco Call Manager software.

Sr. Systems Administrator supporting approximately 300 users local and remotely using Windows 98/XP workstations connected to six (6) Windows NT 4 servers in a mixed Token-Ring/Ethernet environment.Provide 2nd and 3rd level end user support for all employees using Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Microsoft Outlook, Microsoft Access, and Microsoft Internet Explorer. Also provide IIS support to marketing staff for daily web site updates.Network monitoring, administration, support, design and implementation.Assist IT Vice president in development, and implementation of user policies regarding security, internet and equipment use. Purchase and implement Groupshield for Exchange 5.5 to aid in blocking of inappropriate/unapproved attachments. Purchase and implement SurfControl in conjunction with Microsoft Proxy Server to monitor and control inappropriate use of Internet surfing.Develop, implement, create, update and delete user/department directories, shares, and user logon scripts for Windows NT 4 based on departmental and user needs. Suggest and implement conversion of local profiles to roaming.Responsible for researching, purchasing, and inventory tracking of all IT and office related equipment,Provide training for employees regarding advanced features of Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Microsoft Outlook, and Microsoft Access.Develop, coordinate and support employee computer purchasing program in coordination with Dell.

Provide system/software upgrades for on-site and satellite locations. Replace existing desktops/laptops with newly purchased hardware.Setup/configure hardware for NT Workstation, and other required software (500 users)Training and support of NT Workstation and all upgraded software applications for all employees.Consultation with Alberici IT staff regarding necessary software upgrades regarding migration from Windows 95/98 to NT Workstation.

 Telephone support for AT&T WorldNet MIS and AT&T Web Site Services (WSS)Troubleshoot DNS issues, forward/reverse zones. IANA, .US, and Internic registrations.Troubleshooting of email issues, web site addresses/names, and TCP/IP configurations.Troubleshooting of mail servers, name servers, and DNS servers.

Telephone and on-site support for employeesHardware support for PC’s, Laptops, AS/400 Terminals, networking, peripherals and video-teleconferencing equipment.Operations and file maintenance for AS/400, backup daily, reports and invoices.Setup and configuration of new PC’s, Laptops and inventory scanners according to established configurations.

Hired for application programming, promoted to technical support technicianApplication development, establish project schedules, modification of existing applicationsSupport local and remote employees for hardware, software, peripherals and maintenance.