Frank Canapino Email & Phone Number

Boston, Massachusetts, United States

Boston, Massachusetts, United States

Reporting to Sr. Manager of System Engineering was responsible for some of the previous responsibilities in addition gained the ability to focus on the productivity and governance of the organization. -Managed 3 system administrators across the country and ensured that they were able to keep the business running smoothly by focusing on operational tasks and SAAS product compliance. -Owned the relationships of all SaaS tools including implementation, lifecycle, vendor relations, contract renewals, and more which allowed us to get better support on the tools and keeping the tools operational to ensure productivity of the businesses who used the tools. -Led the Operational team that worked with companies that were acquired to integrate them into the organization and make sure that they could use the tools productivity and within the timeframe allocated. -Created and implemented new training and testing for various processes such as Change Management and Incident Management. Created new documentation to validate that everyone understood the standards and could accurately follow the processes. -Managed over 260 Zoom Rooms at over 10 offices globally. This required testing, weekly updating and fixing if they didn’t work to increase use and customer satisfaction with the product. -Controlled IT compliance, governance, and auditing such as SOX and others. Worked with internal and external auditors and supported the team to implement changes to ensure the organization was properly certified and meeting all regulatory requirements.

Greater Boston Area

Reporting to the Director of IT, managed a 6 person team that was responsible to keep the business running through Operational excellence. Focused on user endpoint and server lifecycle/patch management, SAAS products, cloud based products, and escalations.-Owned the Data Center management and led the replacement of all server hardware worldwide to ensure that every location had up to date, secure, supported infrastructure.-Reformed the IT Operations team policies and practices utilizing ITIL and Agile methodology to improve performance and engagement of the team.-Launched and relocated 5 offices worldwide ensuring that the local teams were supported by the technology and infrastructure that they needed to succeed.-Implemented an industry leading “one touch” endpoint deployment solution utilizing JAMF for all Apple Mac Endpoint devices leading to reduced time needed for Service Desk and Users to get or replace Endpoints.-Drove multiple large software implementations including replacement telephony, password manager, and other collaboration tools to improve user experience and security.-Conceptualized, implemented, and administered a new Change Management Process utilized by the entire IT Organization enabling IT as a whole to better support the company and ensure compliance standards.

Greater Boston Area

Boston, Massachusetts, United States

Reporting to the Director of IT, focusing on the implementation of new workplace technologies and expansion of offices throughout the world.-Launched a new 4 Floor 750+ Person HeadQuarters office in Boston. This new construction office was built as a new standard for Offices while also improving working conditions and engagement for employees.-Worked with the business to determine wants and needs for new technologies, then sourced and implemented those that could improve the in office experience.-Created documentation and process guidelines related to Office Builds and relocations for multiple groups within the IT Organization to better coordinate internally and externally.-Designed new Audio Visual (AV) standards for conference rooms, board rooms, training rooms, and other various needs ensuring that all locations would have the same experience for all users throughout the world.-Owned procurement for all of the IT Infrastructure and Operations Organization coordinating with various groups within to acquire new equipment as well as ensure budgeting requirements.

Boston, Massachusetts, United States

Reporting to the Manager of System Engineering, focusing on the implementation of multiple SAAS products as well as owning IT Workplace Experience.-Investigated and tested a wholly new conferencing solution including various hardware and software combinations and solutions. Ensuring that user requirements and feedback were considered to provide the best experience possible.-Led the migration to Zoom as a conferencing solution from various other desperate tools previously utilized including the implementation of Zoom rooms throughout the Boston office. Providing a best in class experience for users in office conference rooms.-Participated in the Migration from an on premise solution to a cloud Provider improving QoS by reducing downtime and other issues. -Implemented and Administered a new instant messaging service in Slack creating a unified platform for the entire company to participate in.-Drove the migration from Microsoft Exchange to Google Workplace allowing users to collaborate more effectively while at a cost savings to the company.

Boston, Massachusetts, United States

Reporting to the Manager of Desktop Support, member of a 5 person team supporting 800 users worldwide including two local offices in the Boston area.-Owned the relationship and direct support of all Executive requests and escalations, thus Improving the relationship and instilling confidence in the Desktop Support team as a whole with the executive team.-Owned procurement of all System Administrator, Networking, Desktop Support, and user equipment ensuring that all teams employees alike would have the equipment that they required in a timely manner.-Led the implementation of a new imaging solution for Windows Devices drastically improving the deployment time of new computers to employees.-Closed over 10000 tickets while maintaining a high CSAT and first touch resolution.

Boston, Massachusetts, United States

Quincy, Ma

Deploy and manage McAfee ePolicy Orchestrator network content security suiteManage and Upgrade Websense E-mail Security/Web Security deploymentsPreform daily and monthly Websense audits of web usage across 1300 usersPerform internal/external network vulnerability assessments to develop compliance guidelinesMigrate essential business file transfer to an industry-leading SFTP solutionPerform internal/external network vulnerability assessments to develop compliance guidelinesDesign custom plugins for the Nessus Network Security product family to enumerate focus areas

Quincy, Massachusetts, United States

Lead member of 5-person team supporting 1300 users in an aggressive environmentEnsure computer hardware, telephone, peripherals, and printer toner inventories are accurateCreated, documented, and implemented a new process for all of our inventoryPoint of contact for all escalations and advanced troubleshootingResponsible for purchasing and receiving for the helpdeskLeader in the planning and implementation of multiple cost savings measures for the help deskMonitor ticket queue to ensure all tickets are handled and distributed in a fair and quick mannerTrained all new Help Desk employees that joined the team

Quincy, Massachusetts, United States

Responsible for hardware, software, Active Directory, and telephone setup of all users Troubleshooting hardware and software break/fix both in person and remotelyKeep detailed documentation in the Track-It ticketing systemComplete daily walkthroughs of the data center and report status of equipmentAssisted in setup of end user disaster recovery equipment during first stages of deployment

Braintree, Ma

Member of a 3-person team dedicated to supporting over 600 local users in addition to hundreds of remote users in a large fast paced corporate environment Ensure all problems and service requests were track and updated with detailed activity with the service now ticketing system Preform hardware break fix, software problem calls, installations Responsible for receiving, building, and deployment of equipment for virtual operations

Greater Boston Area

Independent contractor on call to diagnose and resolve a wide range of problems for consumers and businesses Accountable for the Greater Boston and South Shore areas Primary contact for multiple client accounts

Shelton, Ct

Part of a 500 person call center providing over-the-phone technical support for VOIP and cable internet products Promoted and given merit increase within first six months Assist up to 15 team members with evaluation of performance based metrics Recognized for extreme customer service four times an award granted to just five people out of 500 Awarded Bronze Star Nominated by supervisor to receive this award which is granted to only one person per team

Diagnosed a wide range of problems on client and server machines Worked on site at various personal and buisness locations throughout Southern CT Assisted with marketing and advertising to increase leads and grow the business

Worked with students and faculty to solve technical problems for Macintosh and PC systems on a campus of 4000 users Maintained software installations in campus computer laboratories Ensured accurate license counts for volume-licensed software

Provided design and installation of point of sales (POS) systems for restaurants Refurbished and custom built computers for sale Provided in store, on site and remote technical support to customers