Joseph Hampton Email & Phone Number

• Function as a key member of the corporate executive team and effectively communicate with all levels of the organization• Establish, plan, and administer the overall policies and goals for the Information Technology department• Identify, develop and manage an appropriate IT organizational capability that supports the current needs of the business and all future growth • Develop, track, and control the Information Technology annual operating and capital budgets including business case justifications for IT spending and initiatives • Consult with stakeholders at all levels to define business requirements for new technology implementations and manage delivery when appropriate• Approve, prioritize, and control the project portfolio as it relates to the selection, acquisition, development, communication, installation and maintenance of major information systems• Ensure continuous delivery of IT services through oversight of service level agreements with end users and monitoring of IT systems performance• Manage the recruitment, professional development, retention, and organization of IT staff in accordance with budgetary objectives and personnel policies • Establish and direct the long term strategic goals, policies and procedures for the business• Ensure the security, confidentiality and reliability of corporate data, proprietary information, and intellectual property and promote security awareness throughout the organization • Develop information systems strategy to address continuity of operations during a Disaster Recovery scenario or other emergency situation• Develop and maintain strong relationships with IT vendors and negotiate pricing for equipment, software, maintenance and services

PROJECTS•Migrated Active Directory structure, including DNS, DHCP, DFS, IAS and Print Services, to Windows Server 2008 R2•Managed and acted as technical lead on project to migrate central Data Center to SAS70 colocation•Established Technical Support group and implemented processes for providing support to business units•Managed project to virtualize server infrastructure using VMWare vSphere and EMC Storage Area Network solution•Acted as technical lead on project to redesign corporate-wide MPLS network, which resulted in significant Telecom cost savings-----------------------------------RESPONSIBILITIES•Manage development and maintenance of Cisco LAN/WAN communications •Test and evaluate network performance and security in order to prevent problems and improve functionality•Manage full VOIP infrastructure, including MPLS links and Cisco Unified Communication cluster•Proactively maintain vSphere environment to include ESX servers and EMC Storage Area Network•Ensure high availability for internal and external web hosting infrastructure•Manage Active Directory 2008 and Exchange 2007 environment•Manage all system backup and data retention, including Disaster Recovery planning and testing•Establish department policies and procedures as necessary

Atlanta, Georgia, Us

PROJECTS•Managed compatibility testing and roll-out of Windows 7 to the business•Completed final design changes and implemented LANDesk solution, including Service Desk Incident Management, System Management Suite and Crystal Reports Enterprise•Developed Service Desk Incident Management training materials and conducted training courses for 34 analysts•Built Blackberry training documentation and trained Service Desk staff on support procedures•Expanded existing Avaya Automatic Call Distribution system and developed standard reports for call statistics•Used strong analytical skills to evaluate and modify AT&T wireless spending, resulting in savings of approximately $30k per year-----------------------------------RESPONSIBILITIES•Managed Service Desk issues by assisting support teams with prioritizing and resolving problems•Conducted weekly team meetings to ensure all Service Desk staff were informed of changes and were on track to meet their SLAs and goals•Continuously built standardized policies and procedures including templates for data to be gathered prior to incident escalation•Administered and implemented design changes for LANDesk Service Desk incident management solution•Maintained SQL databases for LANDesk solution suite and utilized data to develop Crystal Reports for management and executive groups•Planned, coordinated and performed server changes and upgrades, limiting any service impact these changes may have introduced•Troubleshot AS400 problems including user access, print queue issues, job queue backups and reports of slow performance

Pittston, Pennsylvania, Us

PROJECTS•Built extensive knowledge base of standardized policies and procedures•Migrated secondary support duties from Ohio facility and integrated with existing Technical Support department at Wilkes-Barre headquarters•Redesigned incident tracking solution to allow for more extensive documentation of issues and standardized reporting•Redefined PC and laptop deployment process and introduced quality control checklists to ensure systems were delivered to the end-user in a 100% working state•Built and managed beta testing programs for our in-house dental product ordering software•Managed the configuration, rollout and support of a Windows Mobile PDA solution for our Service Technician teams---------------------------------------RESPONSIBILITIES•Lead a centralized technical support team that diagnosed and resolved hardware and software issues for dental offices and over 1000 Benco employees•Troubleshot a wide array of Ethernet/wireless networking issues at headquarters, distribution centers and over 30 remote showrooms•Administered and supported a 300-seat Windows and AIX network environment•Documented, followed-up on and prioritized help desk support calls•Designed, configured and managed local area networks (up to 30 domain users) for over 300 dental offices throughout the East Coast•Trained new and existing technicians in emerging hardware and software technology•Ensured quality of service through daily monitoring of phone calls and analysis of phone reports•Reported monthly technical support metrics to appropriate management team members

•Answered help desk calls and responded to users needs accordingly•Documented, followed-up on and prioritized Help Desk support calls

Education record

Network / Internet Professional