Provides consulting on broad range of Mac topics from setting up Mac OS X Server and Xsan to Open Directory/Active Directory Integration. Services are not limited to Macintosh, however. Also have experience with Windows XP/Vista/7 and Server 2003/2008, Active Directory and Exchange.

Team lead and founding member of new Customer Success team for AlgoSec for the Americas region, reporting to Global Director of CS. Responsible for book of accounts totaling appx $7m USD ARR and ensuring customers are successfully adopting the AlgoSec solutions, maximizing value, and meeting desired business outcomes. Engage with cross-functional teams to ensure customer’s needs are met across entire spectrum of customer journey. Led implementation and deployment of Gainsight CS solution at AlgoSec, day-to-day management of GS, and CS ops.

Manager of Software Support team consisting of world-class Designated Support Engineers around the world responsible for largest and most complex global clients, running 24x7x365. Consistently top performing support team globally in Customer Satisfaction with Average Satisfaction Score of 4.8+ out of 5.

Founding member of Enterprise Support Team, acting as Dedicated Support Engineer/Technical Account Manager for some of the largest customers by ARR. Managed support cases and technical needs for 5-7 assigned accounts. Maintained consistent 4.9+/5 CSAT score for assigned accounts.

Handles escalated cases from support engineers that require advanced troubleshooting or engagement with R&D.

Supported AirWatch's suite of Mobile Device Management products, assisting customers with issues and questions in the day-to-day usage of AirWatch.

•Managed the agency help desk and operations, leading a small team of technicians across multiple offices to collaborate and address day-to-day issues.•Responsible for all server room operations including building and supporting servers running Mac OS X Server 10.6+, Windows XP/7/2003/2008, and Linux.•Responsible for Rackspace cloud-hosted web services.•Administration of web-based services such as Google Apps, Box.com, WebEx, Lynda.com, OneCallNow.•Managed critical network services such as Open Directory (LDAP), DHCP, DNS, web and file services, and storage management using Apple Xsan.•Administration of communications platforms such as Google Apps for Business and Cisco Unified Communications Manager.•Collaborated with other department leaders to design and implement agency ERP system running on VMware ESXi 5.x hosts and managed system running on Windows Server 2008 and MS SQL 2008.•Designed, implemented and maintained disaster recovery procedures and backups for 25+ TB of client and user data, including the scripted syncing of data between remote offices.•Led IT projects such as implementation of new storage hardware for use with Apple Xsan; deployment of new Aerohive wireless network and Palo Alto Networks next generation firewalls; implementation of DeployStudio server for imaging agency computers; virtualizing Windows and Linux servers.•Saved agency thousands of dollars annually by repairing and refurbishing existing equipment, reducing operating overhead through virtualization and reduction, and constantly looking for better, less expensive ways to achieve goals.•Integral in agency achieving SOC II Type 2 certification by working with auditors, implementing required controls, and providing enforcement.•Provided senior-level technical support for approximately 300 employees across multiple locations.•Responsible for vendor relations, research and procurement of equipment and services.•Supported agency senior executive staff.

Taught training class for members of the US Coast Guard Academy IT staff for Apple Certified Macintosh Technician certification. 7-day class covered Mac OS X 10.6 support and Apple hardware support.

Developed and implemented Macintosh Image Deployment Server, utilizing Mac OS X Server, NetBoot and DeployStudio, Winclone and Sysprep to image and support 150+ client machines with Mac OS X and Windows XP dual-boot systems; mentored and trained staff and documented utilization of Apple Remote Desktop as a remote management tool for the Spelman M.I.T. department; configured Mac OS X Server Open Directory to implement managed clients (MCX) and provide single-sign on via Active Directory; performed build-out and configuration of student computer labs throughout campus.

Provided senior-level support for all client and server Macintosh issues for Macs running Mac OS X 10.3.x-10.5.x; set up and maintained Apple Xsan 2 storage pool for client home directories; lead technical aspects of Active Directory migration project using Centrify DirectControl for almost 1,000 Macintosh users and developed AppleScript applications to facilitate migration; managed Active Directory for all Mac clients; managed Mac OS X Open Directory domain spanning multiple locations and servers; training and leading junior technicians and help desk personnel; 24x7 on-call support; some Solaris, CentOS, Ubuntu, Red Hat support; some NetApp filer management and SAN configuration with Cisco Fibre switches; some Veritas NetBackup support.

Supported over 100 Macintosh clients in art/design departments and over 200 Windows clients; administered Mac OS X and Windows 2003 servers; researched and procured technology equipment based on customer's needs; provided support for Cisco-based office LAN, NetApp filers, conference room A/V systems, Nortel PBX and VoIP phone system, user cell phones/Blackberries; managed major projects such as migrating all Macintosh clients to Mac OS X from Mac OS 9; personally developed and implemented rotating three-year upgrade cycle for hardware and software; developed automated image conversion scripts for art department using shell scripts and AppleScript; managed migration of outdated server hardware to modern equipment; managed Active Directory integration for all Mac clients; supported FileMaker Pro databases; performed client and server backups and restores; provided training and leadership to junior technicians and help desk personnel; provided support for company senior executive staff; 24x7 on-call support for critical systems.

Managed I.T. related needs and acted as technical liaison between CNN.com Technical Support and different business units within CNN.com; responsible for research and approval for user equipment purchasing; supported over 100 Macintosh clients; administrated Macintosh Software and Staging Server for CNN.com Tech Support; support of CNN.com video and graphics departments; managed project to test Mac OS X on users’ workstations; Macintosh and PC hardware break/fix; technical support for over 400 Windows users; supported in-house custom applications used in production of CNN.com website; coordinated large-scale hardware and software roll-outs with users and managers.