Gena Young Email & Phone Number

• Find real time and reflective opportunities to mentor junior engineers.• Held monthly individual evaluation meetings and monthly team meetings.• Monitor and manage tickets and projects. Identify and resolve trending issues.• Study and research new products and implement when approved.

• Lead Sophos Endpoint projects. Work with customers to determine needs, build environment, remove existing endpoints, and deploy new Sophos Endpoints. Follow up testing, reporting, and customer feedback, to ensure full project success.• Investigate/identify security hazards, troubleshoot and resolve. •Develop and implement processes and procedures to ensure secure environments. • Train users to properly use services.• Available 24/7 for escalations.

• Primary contact for VoIP/SIP Bicom Communications. • Work with Customers to construct the best custom IP telephony voice communications environment, determine appropriate component hardware, features, and associated network demands. • Build agreed upon environment, test, deploy, and verify. • Troubleshoot with carriers and remain available for customer adjustment and support needs.• Train users to properly use services and equipment.• Available 24/7 for Bicom VoIP escalations.

• Provide exceptional customer service to existing and potential clients.• Evaluate, troubleshoot, and resolve escalations for all products and services, among hundreds of customers, within different companies and specialties.• Primary contact for all junior engineer escalations related to network and system administration, cloud engineering, SIP/VoIP, storage and backups, firewall and endpoint security, software applications, component hardware, and customers relations.• Monitor scheduled system jobs for completion and address any failures.• Document troubleshooting and maintenance procedures. • Perform migrations for various applications and technologies. • Continuously study and obtain certifications to strengthen knowledge and skill.• Research and develop new products and implement when approved. • On-call 6 weeks a year, for night and weekend local and remote support.

Buffalo, Ny

Contract position to assist with migration and support during an acquisition.

Buffalo/Niagara, New York Area

- Support Enterprise Wide Area Network, via Citrix XenServer and Windows Server 2008, in a Windows desktop and virtualized Citrix desktop environment.- Build, maintain, and disable users accounts/network profiles, via Active Directory, Microsoft Exchange, AS400, Intranet, and custom applications. - Evaluate, diagnose, and address moderately complex technology issues, and respond to IT related requests. - Provide support onsite, remotely, as well as travel to satellite branches.- Primary contact and support for over 1000 mobile device management, including iOS, Android, and Windows operating systems. - Virus removal, perform installs/upgrades, find new or replacement technology solutions, seek competitive pricing, and maintain a detailed inventory of devices.Selected Contribution:Discovered and implemented significant monthly savings in provider expenses and introduced technology solution partners.

Orchard Park, Ny

- Convert paper filing to hybrid network file sharing/web based document management. - Convert analog phone system to VoIP and convert Sage ACT database to Salesforce CRM. - Upgrade and introduce new hardware, operating systems and software applications. - Continue to provide consulting services as needed.

- Create and publish advertising/marketing materials and orchestrate hosted events. - Travel locally and nationally to meet investment managers. - Ensure federal compliance and maintaining client investment accounts.

Buffalo, New York

- Evaluate and address moderately complex technical issues and requests, onsite and remotely.- Create, update, escalate and track work orders, while ensuring prompt resolution.- Maintain Active Directory and AS/400 user accounts, assist with network security, maintain FTP website, maintain data backups, perform installs/upgrades, find new or replacement technology solutions, seek competitive pricing, and maintain a detailed inventory of devices.Corporate Training Assistant- Prepare and host, beginning and advanced level, individual and group, personal and remote training, on company software and hardware.- Oversee mobile devices and provide training (Blackberry, Android, iOS).- Prepare and publish training documentation.Selected Contribution: completed intermediate and advanced Microsoft Office 2007 courses (Outlook, Word, Excel, and Access), to help strategize the instal and training for the enterprise upgrade rollout. Continued to see the upgrade through, by assisting with any technical or training issues.

- Prepare and host, beginning and advanced level, individual and group, personal and remote training, on company software and hardware.- Oversee mobile devices and provide training (Blackberry, Android, iOS).- Prepare and publish training documentation.Selected Contribution: completed intermediate and advanced Microsoft Office 2007 courses (Outlook, Word, Excel, and Access), to help strategize the instal and training for the enterprise upgrade rollout. Continued to see the upgrade through, by assisting with any technical or training issues.

Buffalo, New York

- Help customers address issues with revolving and installment accounts. Assisted with short and long term hardships, established appropriate payment programs, negotiated settlements.Selected Contribution: achieved corporate awards for communication skills and account performance results.

Associate'S Degree, Sociology, 4.0

Network Support Technology, 4.0

Curriculum covers technology and networking essentials with a focus on CompTIA’s A+ and Network+ Certifications, as well as Cisco’s CCENT.

Liberal Arts And Science - Math, Math And Sociology