Robert G. Email & Phone Number

Salamanca, New York, United States

Salamanca, New York, United States

Columbus, Ohio, United States

Columbus, Ohio, United States

Responsible for insourcing of Global Systems Administration from outsourced vendor. I also develop comprehensive training program for all supported systems and applications. I prioritize career coaching and advancement opportunities for team members. I also collaborated closely with executive stakeholders and ITSOs company-wide in WinOps, StorageOps, Risk, and Service Management to strategize, coordinate, and plan firm-level processes, protocols, workstreams, future state, and global migrations.Key highlights of the role are: • Established independent Systems Administration teams in multiple global regions (US, Hungary, India) to support 120K users across five continents.• Utilized Active Directory, LDAP, ACL, DFS, PowerShell, Access Management, Identity Management, Account Provisioning, NTFS/Unix server/folder architecture, secure data restriction and migration, and domain consolidation on daily

Build, and implement Team Lead role alongside four other team membersMonitor, and assist up to two dozen phone-based tech support agents for internet, television, and phone service ensuring they exceeded strict goals for call times along with providing impeccable customer service standards.Use of multiple types of network monitoring tools including packet capture, utilization reports, latency, and traffic analysisPerformed network surveillance or basic triage based on fundamental technical conceptsProvide inbound and outbound technical support to Enterprise clients onsupported network technologies including Fiber Internet Access, Ethernet, HostedVoice, Enterprise Trunking, Managed Services, Enterprise TV, and ComplexCoax services.Setup and troubleshoot Bridging, Switching, Routing, Ethernet and Transporttechnologies and protocols.Reviewed and analyzed statistical reports to assist the team’s productivity.Managed multi-service IP networks and associated transport networks diagnosing/troubleshooting a wide array of IT issues spanning multiple disciplines ranging from computer networking/security to telephony, and cable televisionLead weekly team meetings to ensure all processes, and expectations are clearWorking closely with other departments through ticketing systems, or through conference calling to repair complex issues. These issues ranged anywhere from affecting a single customer to tens of thousands of customers in a region depending on the type of complication. Many times, resolution to regional issues demanded simultaneously coordinating teams from several departments to repair both the physical, and logical portions of the service. Regional issues affecting thousands of customers usually necessitated fostering meetings between departmental management, and high level executives which occasionally meant working directly with the President of the company

Work closely with multiple vendors to ensure website pricing reflects correctly, and make needed updates to website Responsible for correct register count and monies thereinDaily purchase of new inventory from a wide spectrum of suppliersReview and report work performance of subordinate employeesLead bi-weekly team meetings to ensure all employees are working toward the same goalsDirectly settle employee issues including personal, interpersonal, and schedulingAssist with employee scheduling, and payrollAssist with P/L reports, and general accounting ensuring business checkbooks matched log books as well as converting information into Microsoft ExcelUpdate a running inventory count on a weekly basis.Keep phone order team on task to ensure customer satisfaction in a timely mannerKeep shipping/packing team on task to ensure orders were mailed out as quickly as possible, usually in the same dayImplement, and maintain in house physical/logical network for up to two dozen workstations