• Stood up a Proactive Problem Management (PPM) process for the AbbVie Pharmaceuticals Incident Command Center. • Created procedures to investigate P3, and P4-related incidents designed to resolve underlying recurring issues. • Evaluated existing reporting tools for use in the investigation process to identify reoccurring issues within the environment that incorporated ServiceNow, SolarWinds, Moogsoft, Nexthink, Turbonomics, and Splunk.• Processes included group association, record creation, meeting facilitation, PTtask assignments, and tracking. • Trained and coached five new team members to utilize the PPM system to escalate the exploration process. • Knowledge Articles created to augment the CMDB for future reference.• Asserted an emphasis on continual process improvement. • Created a PPM weekly executive summary to report team results to Business Technology Services leadership.• Alleviated over 12,000 recurring hardware and software issues within the network environment

Conducted investigations and troubleshooting for Comcast Business unit to resolve problematic network related issues.

• Maintain a focus on end-user satisfaction in all IT interactions and operations.• Responsible for effective functioning of all IT infrastructure, hardware, and systems.• Manage information technology staff to ensure results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and discipline.• Manage the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, telephones, cell phones, software applications, and peripherals.• Oversee local help desk activities• Provide project management and basic guidance and user support for projects and initiatives.• Manage financial aspects of the IT department by forecasting requirements, Negotiate and administer local vendor, outsourcing, consultant contracts, and service agreements.• Ensure local compliance with all directives to ensure successful and timely completion.• Create and maintain disaster recovery, back-up procedures, and information security documents. Ensure regular off-site backups are performed of all critical corporate data.• Develop IT policies, procedures and compliance activities that support overall business objectives and adhere to all standards, policies, procedures, vendor requirements, and contracts.• Monitor KPIs and ensure team follows best practices and maintain service level agreements.

• IT Service Delivery Manager – Managed Services Division Service Delivery Management – Provide remote and onsite support for network servers, desktops, disaster recovery, perimeter protection, advanced security protection and VoIP.• Account Management and Development- Focused on client satisfaction through the management of projects, recognize additional service requirements, mitigating reliability concerns, tacking service metrics, manage budgets through quarterly reviews and ensure that services are being delivered to the clients.• Project Manager – develop and manage projects from inception through completion.• Incident Manager – Direct IT personnel through high-severity, mission-critical outages.• Problem Manager - Problem Management processes across IT and key vendor service lines for immediate, decisive, and comprehensive solutions. Coordinate with SME’s to determine the root cause of problems to prevent reoccurring incidents.• Cyber Security – Cyber Security Awareness Training• HIPAA - Familiarity with security best practices required by healthcare organization to keep patient data safe.• Knowledge of PCI DSS Level 1 requirements for merchant payment processing

Project Lead for Florida Department of Health (Dell Network Infrastructure Upgrade)- Configuration and Implementation of Network Upgrades within Florida Department of Health.- Perform Troubleshooting tasks necessary to place new network Infrastructure in Production. - Test, evaluate and optimize network systems, document inventory and obtain client acceptance.

My role as a Problem Manager was to perform root cause analysis for major high visibility and reoccurring incidents. My job function was to identify preventive measures for those problems relative to their services. Chaired problem management discussions with bank governance to manage process responsibilities among internal teams, service providers and third-party contractors. Acted as the single point of contact to identify, track, assign, manage, escalate and report on all problems through fruition. Continually evaluated the problem management process and conveyed recommendations for improvements. Coordinated and managed approved problem management processes to meet business objectives. Met with HP service delivery tower leadership (Incident, Problem, Change and Vendor) to recommend and discuss proactive improvements.

Site manager for Cisco LAN/WAN enterprise network at 24/7 call center critical facility. Oversee technical details associated with internal/external projects throughout the methodology lifecycle. Managed vendors and subcontractors to assure compliance with industry standards. Managed WAN/LAN/VoIP network diagnostics through restoral per SLA uptime 99+ % requirements.

CEO / Consultant / Project Manager Marketed IT voice and data solutions to small and medium businesses in the Tampa Bay area. Managed projects, negotiated contracts with clients and vendors, and hired technical resources to support projects. Designed and installed turnkey network infrastructure solutions to improve security, reliability and performance of client networks.

Expanded structured cabling customer base, appraised infrastructure requirements, present design solutions, coordinated the project plans, directed projects and develop support requirements.

Initiate, Plan, Execute and Close network infrastructure projects.Bank of America Cash Vault Euro conversion project. Osceola County School District infrastructure enhancement project.

Pre-sales support role to evaluate, design, and presented network solutions to firms.

Pre- and post- sales call center support for WAN connectivity.

Sr. NOC WAN Technician ABN-AMRO Chicago, IL., LaSalle Bank prior to Bank of America aquisition