Performed incident management which included facilitating and leading conference calls to resolve issues affecting the business, i.e. the Macy’s Internet site being down, an application being unavailable throughout a region or the entire company, etc. Provided 1st and 2nd level support for a variety of systems including host based services, Windows operating systems and services, Lotus Notes, Office 365, Point of Sales support systems, Unix, and related hardware. • Interfaced with Macy’s Helpdesk and other Service Desk personnel to provide senior leadership in resolve end user and enterprise level issues.• Performed Microsoft Active Directory ID Administration, which included adding and deleting userIDs, computers, etc. to and from Active Directory, modifying user profiles, and disabling userIDs.• Installed, configured, and performed troubleshooting on Lotus Notes Clients on personal computers.• Performed troubleshooting for users experiencing problems with the company remote access Internet site and Citrix clients. • Performed certain network administration tasks, such as moving network ports from one VLAN to another on a network switch.• Performed various tasks related to the company’s ticketing systems (i.e., ServiceNow, First Choice, etc.) such as opening, assigning, and closing problem and change tickets.

Provided remote and in-person Windows Server Support to numerous multi-national corporations. Interfaced with customer support teams to ensure contracted deliverables.• Transitioned customers into IBM managed support in order to optimize their daily business operations.• Assembled and configured IBM Netfinity and xSeries servers to improve performance of customers’ IT infrastructure.• Installed and administered 200+ Windows 2000 & 2003 Servers to facilitate peak customer efficiency.• Performed patch management of numerous Windows 2000 & 2003 Servers in order to ensure their maximum availability and operation.• Performed hardware support of Compaq and IBM xSeries servers in order to keep customer downtime to a minimum.• Installed, configured, and supported 7 VMWare ESX 2.5 Servers in order to reduce IT costs to customers.• Installed, configured, and supported 200+ Tivoli Storage Manager clients to ensure proper archiving of vital customer data for retrieval in case of such events as disaster recovery.• Performed Active Directory administration in a mixed WINTEL multi-site environment consisting of 200+ Windows Servers.• Installed, configured, and administered 20+ Citrix MetaFrame clients for end-users.