Jared Friedman Email & Phone Number

United States

Boston, Massachusetts, United States

Oversee IT operations for a team of four engineers, delivering efficient incident resolution and seamless technical support for a user base exceeding 11,000.• Asset Management: Optimize inventory management of devices, maintaining HIPPA compliance with security protocols and reducing audit discrepancies by 15%.• Customer Satisfaction: Achieve high level of customer satisfaction by resolving technical issues efficiently across diverse support channels.• Problem Resolution: Implement ServiceNow best practices, reducing escalations and enhancing service desk performance.• Team Leadership: Trained and mentored a team of 4 support staff, improving response times for critical requests and fostering a culture of continuous improvement.

Boston, Massachusetts, United States

Delivered scalable IT solutions for enterprise clients, ensuring seamless service delivery across 5,000+ users and compliance with industry-specific regulations and reducing downtime by 10% while improving service efficiency by 15%, all while pursuing a master’s degree in Cybersecurity and Public Policy.• Infrastructure Optimization: Engineered and deployed advanced Wi-Fi solutions for multi-tenant buildings, leveraging point-to-point and rooftop connections to enhance connectivity, minimize downtime, and reduce operational costs by 10%.• Policy Development: Designed and implemented robust IT policies for a cryptocurrency firm, driving a 20% reduction in operational risks and ensuring full SEC compliance through strategic alignment and proactive measures.• Project Leadership: Spearheaded large-scale decommissioning initiatives across multiple locations, optimizing workflows, reducing operational expenses and preserving system integrity with minimal disruption.• Service Delivery Improvement: Directed cross-functional teams to implement scalable IT solutions, aligning service delivery with enterprise-wide objectives and improving operational efficiency across multiple departments.

Cambridge, Ma

Directed a global team of 10 (2 managers and 8 engineers) providing 24x7 IT support and achieving a 30% increase in uptime while enhancing service desk performance through ITSM frameworks and automation. • Documentation: Standardized network infrastructure documentation, streamlining onboarding and troubleshooting processes.• Network Reliability: Leveraged ITSM frameworks and advanced monitoring tools (Puppet, Nagios, Grafana) to boost network uptime, ensuring consistent service availability.• Process Improvement: Streamlined deployment processes by introducing standardized workflows and automation, enhancing system reliability. Implemented Agile methodologies to foster cross-functional collaboration, reducing project delivery times by 15%.• Technical Expertise: Resolved escalations involving VPN, TCP/IP, SIP, BGP, MPLS, LAN/WAN, DNS, DHCP, VLAN, Wireless, and VoIP, ensuring system security and integrity.

Boston, Ma

Oversaw IT support for 100+ locations, leading a team of 5 engineers and implementing scalable IT solutions across 100+ locations, enhancing system reliability . Managed a $1M annual IT budget, optimizing resource allocation to enhance service efficiency and achieve operational cost savings.• Cloud Integration: Led the transition to Office 365 and adoption of tools like Teams, Slack, and Zoom, enhancing cross-team collaboration and reducing response times.• Project Management: Delivered high-value IT projects on time and within budget, saving $250,000 annually through vendor negotiations and resource optimization.• Service Desk Optimization: Enhanced service desk efficiency by implementing ITIL standards, improving SLA tracking and issue resolution times by 20%. Reduced support tickets by 25% through proactive endpoint management and streamlined workflows.• Workflow Automation: Deployed Kaseya, JAMF, and Intune/SCCM to automate device and software management, increasing compliance by 40% and minimizing manual intervention.

Cambridge, Ma

Real-time troubleshooting of network issues and the strategic implementation of enhancements designed to bolster system reliability and reduce latency across Akamai’s global networks. Collaboratively working with engineering and product teams, I ensured that Akamai’s services provided robust content delivery and security solutions to clients worldwide.• Client-Centric Technical Support: I led the development and execution of a client-focused technical support strategy, which utilized advanced analytics for proactive network monitoring. This initiative resulted in a substantial 30% decrease in critical network incidents and a 25% improvement in network stability.• Strategic Network Enhancements: I played a crucial role in the strategic planning and execution of significant network equipment installations and technology deployments, which increased Akamai's content delivery capabilities by 20%.• Multidisciplinary Teamwork: I worked closely with teams to ensure network expansion projects were in alignment with organizational goals and client requirements, significantly boosting Akamai’s market position and expanding our service offerings.

Greater Boston Area

Efficiently managing a high volume of IT support tickets, providing quick and effective solutions to a range of technical challenges, and playing a crucial role in the deployment, configuration, and routine maintenance of essential IT infrastructure. Spearheaded system upgrades and performed regular network maintenance, all while conducting training sessions for users on new technologies and maintaining high security standards across all platforms.•Expert Issue Resolution: I adeptly handled a wide range of technical challenges related to software, hardware, and networking, tailoring solutions to meet the specific requirements of our diverse user base, which included researchers, staff, and participants.•Enhanced Client Communications: I significantly boosted client satisfaction by developing open and transparent communication channels. My proactive efforts in closing the communication gap between clients and the IT department ensured timely updates regarding system changes and the deployment of new applications.•Strategic User Acceptance Testing (UAT): I played a pivotal role in the UAT phase of new software implementations. By actively participating in early testing and identifying potential issues, I achieved a 20% reduction in post-implementation problems, thereby facilitating smoother technology adoption and enhancing system stability.

Amherst, Ma

As a Technical Analyst at UMass Amherst, I was integral in driving technological enhancements and optimizing IT processes across the university's multiple departments. My responsibilities included analyzing and revamping existing systems to improve functionality and user experience for faculty, staff, and students. I led several major projects, such as the implementation of a new campus-wide software system that increased operational efficiency by over 30%, and the upgrade of network security protocols which resulted in a significant reduction in vulnerability to cyber threats. My role required close collaboration with academic and administrative units to ensure technology solutions were effectively aligned with the university's educational goals and operational needs, enhancing overall performance and support.• Rapid Problem Diagnosis and Issue Resolution: I provided high-quality technical support to a diverse user group, including university faculty, staff, and students, excelling in the rapid diagnosis and resolution of a wide range of IT issues. This proficiency ensured a consistently high issue resolution rate of 90%, maintaining optimal system functionality and user satisfaction.• Strategic Project Leadership: Recognized as a subject matter expert within the IT department, I played an instrumental role in steering multiple projects to successful outcomes. My contributions included offering in-depth insights and strategic guidance, which enhanced project execution efficiency and boosted stakeholder satisfaction by 15%.• Advanced Data Analysis and Visualization: I employed sophisticated data analysis and visualization techniques to identify crucial trends and patterns within system operations. This data-driven approach facilitated the development and execution of targeted optimization strategies, significantly enhancing system performance by 25% and streamlining operational effectiveness.

Springfield, Ma

During my tenure as a Methods and Procedures Developer at RCN, I spearheaded the creation and refinement of operational processes aimed at boosting efficiency across multiple departments. My role involved conducting thorough analyses of existing procedures to pinpoint inefficiencies, devising and implementing streamlined, user-friendly methods that achieved a 15% reduction in operational costs and a 25% increase in workflow efficiency. I collaborated extensively with cross-functional teams to ensure seamless integration of new processes, aligning them with organizational objectives which resulted in substantial improvements in productivity and compliance.• Training and Development: Led dynamic training sessions and workshops that equipped employees with modern techniques and protocols, achieving a 95% successful adoption rate and reducing procedural errors by 20%.• Process Auditing: Conducted regular, detailed assessments and audits of the implemented procedures, continually identifying opportunities for refinement and ensuring procedures remained 80% aligned with evolving business needs and industry standards.• Cross-Functional Collaboration: Played a crucial role in cross-departmental projects by integrating process expertise to help establish standardized methodologies, which led to a 15% improvement in project delivery times and outcomes.

Master Of Science - Ms, Cybersecurity And Public Policy

Combining technology and policy with a focus on international issues and responses, including a wide range of in-depth cybersecurity.

Bachelor Of Arts - Ba, Sociology

Minor in Criminal Justice

Bachelor Of Arts - Ba, Legal Studies