James Merrill Email & Phone Number

Texas, United States

Dallas, Texas, Us

Developed, enforced, and implemented systems, processes, and policies to achieve SOC 2 compliance, successfully passing four audits and ensuring robust data security and privacy standards.Developed and implemented comprehensive Disaster Recovery, Business Continuity, Risk Management, and Vendor Management processes, ensuring organizational resilience and operational continuity. Conducted regular reviews with executive leadership and annual assessments to maintain effectiveness.Established KPIs, monitoring, and alerting systems, enabling proactive performance tracking, identification of improvement areas, and timely issue resolution.Developed and managed technology budgets, ensuring cost-effective allocation of resources.Cultivated and maintained strategic vendor relationships, optimizing technology procurement and services.Successfully migrated all services to the cloud, including critical infrastructure, leveraging platforms such as AWS, Azure, MDM, SSO, Conditional Access and Entra to enhance scalability, security, and efficiency.Efficiently integrated two acquisitions (BlueLava and Complyify) into Zyston, achieving record time integration while ensuring seamless operational and cultural alignment. Coordinated product alignment and consistently met customer SLAs.Consistently maintained an average of 99.9% uptime across all infrastructure and services, enabling Zyston to meet all SLAs and obligations effectively.Delivered expert cybersecurity consulting services to clients, identifying, and resolving security issues, assessing risks, and implementing robust solutions to safeguard networks and systems.Supported SOC and Red Team operations, effectively delivering comprehensive cybersecurity services.Collaborated with and managed agile teams to achieve company objectives, leveraging my certification as a Scrum Master to ensure effective project delivery and team performance.

Dallas, Texas, Us

Led a cross-country development team across Dallas, Manila, and Bangalore, overseeing project management, communication, and quality assurance to ensure seamless collaboration and high-quality deliverables.Established a call center in Metro Manila from the ground up, managing contract negotiations, employee recruitment, network setup, and equipment logistics and configuration to ensure smooth operations. Consulted on KPIs, providing insights to optimize performance metrics while considering customer service approval.Designed, built, and programmed a global IT infrastructure, including a six-month overseas assignment to coordinate implementation and testing, ensuring seamless integration and functionality.Trained and supported employees on software and hardware issues, resolving problems efficiently and effectively.Spearheaded company automation initiatives, introducing new technologies and processes that streamlined workflows and significantly reduced errors.Successfully migrated all services to the cloud, including critical infrastructure, leveraging platforms such as Azure, MDM, SSO, Conditional Access and Entra to enhance scalability, security, and efficiency.Strategized and implemented technical solutions to handle PII and comply with GDPR requirements, developing policies to protect the company and ensure legal compliance.Collaborated with Key Stakeholders: Engaged with cross-functional teams to identify business requirements and deliver tailored IT solutions that drive organizational success.Standardized Operational Excellence: Developed and implemented policies and procedures to ensure consistency and enhance operational efficiency.Directed the design and implementation of new IT systems and services, adhering to industry best practices and standards. Collaborated with vendors to ensure the adoption of the latest technologies and standards.

Plano, Tx, Us

Oversaw the AWS environment, managing Windows and Linux servers, SQL and PostgreSQL databases, various services, access control, backups, and configuration.Led the migration of VMware servers to AWS. Ensured uptime, deployments, and performance of corporate servers.Administered Azure and 365 services, accounts, and company integration.Developed and implemented policies using MDM tools (Intune, Jamf, Amazon, Verizon), Group Policies, and Automox.Isolated client-facing networks from corporate infrastructure to enhance security and performance.Translated existing group policies to MDM (Intune) solutions, ensuring compliance with SOC and PCI standards.Maintained and built corporate infrastructure, collaborating with development teams to resolve deployment issues efficiently.Provisioned and configured servers in AWS and Azure environments to support application teams, ensuring optimal performance and scalability. Collaborated closely with development teams to understand their requirements and provide tailored solutions, facilitating smooth deployments and efficient operations.

- Led the server migration project from physical to virtual environment, using AD, SQL, and Application tools.- Installed and configured Ubiquiti network devices, including routers, switches, wireless access points, and NVR, across 28 locations. Implemented and maintained VLANs and firewall rules.- Provisioned virtual servers in AWS and Azure cloud platforms, using Windows, Linux, and Azure SQL technologies.- Established VPN tunnels for secure connectivity between remote locations and Azure network.- Provided daily support and administration for 365/Azure (AD) environment for over 250 users.- Transferred data and managed SharePoint 365 content.- Developed and deployed company-wide group policies.- Oversaw the company's DNS policy and records.- Designed Runbooks for automating tasks related to the company product.- Deployed updates and patches to the company product using Jenkins.- Prepared documentation and policies for Soc 1 compliance.- Utilized PowerShell commands to administer 365 and Azure environments.- Developed IT business solutions to enhance internal department productivity.- Set up and managed VMWare environment for frost layer using ESXi.

Richardson, Texas, Us

Oversaw a service department supporting 150 clients, managing over 1,800 computers and 500 servers to ensure optimal performance and client satisfaction.Developed key performance indicators (KPIs), comprehensive documentation, and standard operating procedures (SOPs) to enhance company operations and performance.Led and managed projects to achieve SOC 2 and PCI compliance for clients, ensuring adherence to industry standards and regulatory requirements.Developed project plans and actively contributed to server deployments and migrations, including Exchange, Active Directory, VM Migration (Hyper-V, VMware) and various applications.Played a role in hardware and software sales, providing expert recommendations and replacements for servers, workstations, and network systems.Supervised two departments, overseeing a team of 10 helpdesk employees and 15 field technicians to ensure efficient operations and high-quality support.

Richardson, Texas, Us

Administered servers and provided network support to ensure reliable and efficient operations for customers.Traveled to up to 5 locations daily to perform managed service provider (MSP) server tasks, ensuring timely and effective service delivery.Performed desktop and server maintenance, resolving user-end break/fix issues to ensure smooth and efficient operations.Developed comprehensive disaster recovery plans and incident response strategies for customers to ensure business continuity and minimize downtime.Led the conversion of physical servers to virtual environments using VMware and Hyper-V, enhancing operational efficiency for customers.Conducted comprehensive audits of new client environments and inventoried all assets to seamlessly transition and manage existing infrastructures.

Canonsburg, Pennsylvania, Us

Installed, diagnosed, repaired, and maintained IT infrastructure, ensuring optimal performance and reliability.Created, maintained, and updated knowledge and training materials, facilitating continuous learning and development.Provided hardware and software support for end users, resolving issues efficiently and effectively.Conducted research on software and driver updates, ensuring systems are up-to-date and secure.Connected workstations and terminals to existing data networks, ensuring seamless integration and connectivity.Performed on-site analysis, diagnosis, and resolution of complex desktop problems for end users, delivering timely and effective solutions.Assisted in researching software updates, drivers, knowledge bases, and other resources, enhancing troubleshooting capabilities.Consistently rated as a top performer, with metrics-based tracking including solved issues, call times, and customer satisfaction.