Provide Information Technology Support, Multimedia & Live/Studio Audio consultation and support to corporate, small business, residential, non- profit organizations & educational clients throughout the North East. Support is driven by a web-based Help Desk ticketing portal, ZenDesk.Facilitate Instructor-led curriculum in Training Centers (New Horizon’s Computer Learning Center, Pittsfield, MA) & Collegiate Environments (Berkshire & Holyoke Community Colleges) as well as corporate & private clientele. These training paths have included CompTIA A+ Certification, as well as application-specific trainings (MS Office Suite, Logic, etc.)•Remote 24x7 Support: Remote support via IP-based technologies (LogMeIn & Team Viewer 8)•Project Management: Implementation of Client/Server Environments: Development, User-Acceptance Testing & Production Environments•Fiscal Administration: Budget Supervision, Procurement, Asset Management•Support for Windows Client OS’s: (98/NT/ 2000/ XP/ Vista/7/8.2/10), Windows Server OS’s: (2000/03/08). Client/server applications: MS Exchange 2003, MS Office Suites (2000/03/07/08/10/13), SAV EndPoint, Group Policy Implementation & Management •Cloud-based Solutions: Off-site Back Up, Storage (DropBox, OneDrive, Google Drive), Applications, Document (MSOffice13, Google Docs)•Disaster Recovery: Back-up/Restore management & validation (Carbonite), Alternate work-site planning, testing and execution, Recovery Documentation•VMWare (vSphere, ESX, GSX & Workstation)•Mac Support: Mac OSX El Captain, Adobe CS5 Master Suite, Logic, Final Cut Pro•Linux Support: Ubuntu•OS Imaging: Creating, maintaining & deploying cloned ‘master images” via Universal Imaging Utility & Ghost/Clonezilla.•Personal & corporate communication device support for iPad & iPhone (iOS 9.1), Blackberry User Support (OS 5)

• Work closely with customers and other team members to troubleshoot complex customer issues and document solutions. • Management and operation of AWS, Microsoft and other public and private Cloud technologies• Tasks related to risk management and security compliance including: vulnerability scanning, Software, OS, Database and application patching and upgrades, measured against SLAs.• Complete data backup and restore tasks • Manage assigned tickets to ensure SLA compliance and customer satisfaction. • Provide root-cause analysis, contribute to knowledge base, and provide recommendations for continuous improvements to workflow, process, and technology

Responsible for user support and customer service on company supported computer applications and platforms. Troubleshoot IT related problems and take the appropriate action.Help Desk deployments, imaging, IMACAdminister VMware/Windows servers in various capacity (File/Exchange)Administer basic network components (Firewalls/Switches)Administer backup/DR environment in North AdamsThinkingPhones administration (VOIP)(Migrated from Nortel phone system with Cintech ACD)ZenDesk Desk Administration(Migrated from eGain Customer Service Platform to ZenDesk)Respond to requests for technical assistance in person, via phone, and electronically through the ticket system, remote control, and emailDiagnose and resolve IT related hardware and software issues (PC & Mac)Research questions and problems using available information resourcesAdvise users on appropriate actionsLog all help desk interactions in the ticket systemAdminister software relevant to desktop supportRemote Support via Bomgar, Join.me, etc.Redirect advanced problems to appropriate resourceIdentify and escalate situations requiring urgent attentionTrack and route problems/requests and document resolutions in the ticket system or wiki as appropriateStay current with system information, changes and updatesBe willing to work outside of the standard business hours as necessaryMonitor company provided mobile device for urgent issuesFacilities Administration (HVAC, fire suppression, conduit management, etc.)3rd Party vendor relationship management Corporate mobile device support (iPhone, iPad & Droid)Project Management

-Support was driven by a web-based Help Desk ticketing portal, ZenDesk.-Support for Windows Client OS’s: XP/7-Windows Server OS’s: (2003/08). Client/server applications: MS Office Suite 2002, AVG Administration, Group Policy Implementation & Management-Cloud-based Solutions: Google Mail, Google Docs, Off-site Back Up, Storage, Applications, Document-Mac Support: Mac OSX, Microsoft Office 2011, Adobe CS5 Master Suite, Logic, Final Cut Pro-Personal & corporate communication device support for iPad & iPhone (iOS 5.1.1)

-Support was driven by a web-based Help Desk ticketing portal, ZenDesk.-Support for Windows Client OS’s: XP-Windows Server OS’s: (2003/08). Client/server applications: Exchange, MS Office Suite 2007, SAV Administration, Group Policy Implementation & Management-Cloud-based Solutions: Carbonite, Off-site Back Up, Storage-Mac Support: Mac OSX

-Image and deploy new PC's-Supported computer users with installation of basic hardware/software -Diagnosed and troubleshoot basic problems with individual or multiple computer systems in order to maintain proper functioning-Resolved issues including contacting and assisting vendors. -Recommended hardware solutions regarding personal computers in assigned areas. -Assisted with computer studies, projects, and implementation of policies throughout area of assignment. -Conducted diagnostic reviews and produces error reports as requested by customers in order to identify and correct any problems.

-PC deployments, IMAC requests, break/fix tickets, Project Management, Patch/Incident Management, remote support -Create base image, apply image (Clonezilla) -Support for Windows Client OS: XP-Windows Server OS’s: (2003/08). Client/server applications: Exchange, Citrix, MS Office Suite 2007, SAV Administration, Group Policy Implementation & Management-Mac Support: Mac OSX-Conducted diagnostic reviews and produces error reports as requested by customers in order to identify and correct any problems.-Disaster Recovery: Back-up/Restore management & validation via BackUp Exec

Facilitated Instructor-led Element K curriculum. This training path included CompTIA A+ Certification, as well as application-specific trainings (MS Office Suite, etc.)

-Dynamically facilitate Desktop Support workflow for a team of 8 technicians. -PC deployments, IMAC requests, break/fix tickets-Trend Analysis-Project Management-Patch/Incident Management-Remote support-Blackberry support etc.-Project Management: -Implementation of Client/Server Environments: Development, User-Acceptance Testing & Production Environments-Financial Administration: Budget Supervision, Procurement, Asset Management-Support for Windows Client OS’s: ( 2000/ XP)-Disaster Recovery: Back-up/Restore management & validation (SunGard), Alternate work-site planning, testing and execution, Recovery Documentation-Personal & corporate communication device support for Blackberry User Support-Altiris Deployment & Notification servers administration

I toured internationally with Arlo Guthrie (as well as many other artists), and recorded (including the Grammy-nominated double live CD "More Together Again, Parts 1 & 2, with The Guthrie Family, Pete Seeger, and Xavier).

-Administer 200+ Windows Server OS’s: (2000/03). Client/server applications: MS Office Suites (2000/03), Group Policy Implementation & Management-Disaster Recovery: Back-up/Restore management & validation -VMWare (ESX)-FileNet Administration-IBM Blade Management-ISO Quality Management Representative

-Dynamically facilitate Desktop Support workflow for a team of 6 technicians. -Department representative for Daily Service Review (DSR)-PC deployments, IMAC requests, break/fix tickets-Trend Analysis-Project Management-Patch/Incident Management-Remote support-Project Management

PC deployments, IMAC requests, break/fix tickets, Project Management, Patch/Incident Management, remote support, Blackberry support etc.

Facilitated Instructor-led Element K curriculum. This training path included CompTIA A+ Certification.

-Image and deploy new PC's-Assist Senior technicians

Facilitated Instructor-led MS & Element K curriculum. These training paths have included CompTIA A+ Certification, as well as application-specific trainings (MS Office Suite, etc.)