• Oversee the design, implementation, and maintenance of a secure network infrastructure supporting critical cardiovascular services.• Manage servers, databases, and critical systems to ensure uninterrupted access to electronic health records (EHR) and related Clinical Diagnostics systems.• Enforce compliance with healthcare data regulations, particularly HIPAA, through robust security protocols.• Lead a responsive IT support team in addressing technical issues and minimizing disruptions in patient care.

As the Owner and SEO Specialist at Filitch, I oversee and drive all facets of our Managed Service Provider (MSP) operations, with a strong focus on creating exceptional IT solutions and elevating online visibility for our clients. My role bridges technical expertise, business leadership, and digital marketing to ensure our services are always ahead of the curve.

• Acted as the primary escalation point for complex technical issues escalated from Tier 1 and Tier 2 support teams, demonstrating expertise in diagnosing and resolving challenging IT problems.• Managed and maintained client IT infrastructures, including servers, networks, and cloud environments, ensuring optimal performance, reliability, and security in accordance with industry best practices.• Cultivated strong client relationships by providing proactive technical guidance, strategic IT consulting, and effective problem-solving to address their evolving business needs and technology challenges.• Led and executed IT projects, such as system upgrades, migrations, and deployments, from planning and design phases to implementation and post-deployment support, ensuring project objectives are achieved within scope, budget, and timeline constraints.• Investigated and resolved critical incidents and service outages, conducting thorough root-cause analyses to identify underlying issues, implement corrective actions, and prevent recurrence.• Mentored and coached junior engineers, sharing knowledge, best practices, and technical insights to foster professional growth and enhance team capabilities in delivering exceptional client support and service delivery.• Contributed to the development and enhancement of internal processes, tools, and documentation to optimize service delivery efficiency, streamline workflows, and ensure consistent quality in service delivery.• Implemented and maintained security measures and protocols to protect client environments from cyber threats, vulnerabilities, and breaches, ensuring compliance with industry regulations and client security standards.

• Installed and maintained Windows servers, print servers, and virtualization servers.• Led the launch of VMware infrastructure, analyzing workflow and security requirements for optimization.• Piloted the planning and implementation of Shopify eCommerce platform, resulting in increased website traffic and revenue.

• Managed Exchange Online users, including tasks such as creating, modifying, deleting, and sharing mailboxes, aligning with customer support responsibilities.• Demonstrated expertise in handling mail routing and mail-flow-related issues, resolving them in a timely manner to ensure uninterrupted service.• Piloted the setup and management of Information Rights Management in Exchange Online, showcasing innovation and familiarity with Microsoft products.• Supervised network security devices from Fortinet and Cisco, ensuring highly redundant and high-availability systems.• Organized and facilitated Microsoft SQL databases, driving performance improvements on a month-by-month basis, demonstrating technical proficiency in database management.• Responsible for data center and Active Directory management, recommending new systems and processes to enhance productivity and reduce operational costs, aligning with the desired experience in supporting customer environments within Microsoft Azure.• Implemented new business continuity practices through lead virtualization (VMware) and cloud management (Azure), showcasing adaptability to evolving technologies.• Optimized management and support of Microsoft Exchange and Active Directory Servers, reducing work hours and issue resolution times, similar to the desired experience in resolving complex technical issues.• Successfully removed malware, ransomware, and other threats from systems, ensuring network safety and aligning with the emphasis on resolving cases as quickly and effectively as possible.• Streamlined repair processes and update procedures for support action consistency, highlighting a results-driven approach and attention to detail.• Collaborated with vendors to resolve advanced and complicated issues.• Launched software patches and installed new versions to eliminate security problems and protect data, showcasing proactive maintenance and software management skills.

• Authored security reports and maintained commercial firewall solutions, collaborating with vendors to apply best practices.• Designed and implemented network security solutions, ensuring compliance with industry standards.

• Defined and documented technical support best practices for IBM Lotus Notes.• Resolved technical issues through hands-on troubleshooting.• Coached and trained help desk team members on functions, features, and basic Windows, Office, and Lotus troubleshooting, reducing attention times by more than 50%.• Provided Tier 3 IT support and served as the escalation point for complex issues.

• Managed network hardware acquisition and installation, ensuring optimal system performance.• Configured Cisco routers and firewalls to enhance network security and implemented Windows Server and Active Directory configurations.

• Monitored servers and proactively addressed emergency technical issues to ensure optimal uptime, aligning with the requirement to respond to product-related customer issues with a high sense of urgency.• Conducted comprehensive security assessments and provided recommendations for disaster recovery, remote access, and network/server security, demonstrating expertise in identifying and mitigating potential security risks.• Installed and maintained Fortinet firewall solutions, collaborating with security vendors to implement best practices and ensure the security of network infrastructure, similar to the support for Fortinet and Cisco security devices in a highly redundant system.• Coordinated the establishment of local and wide area networks, enhancing infrastructure capacity and enabling seamless communication between sites.

• Directed the daily operations of the Internet Cafe, ensuring smooth functioning and excellent customer service. Oversaw the setup and maintenance of computer systems, printers, and networking equipment.• Ensured a welcoming and supportive environment for students and faculty using Internet Cafe services. Addressed customer inquiries, resolved technical issues, and provided assistance with software applications and printing services.• Established and enforced Internet Cafe policies and procedures related to computer usage, internet access, and printing services. Ensured compliance with university regulations and data security protocols.

• Offered initial technical assistance to users experiencing software, hardware, or network-related issues via phone, email, or in-person, adhering to established support procedures.• Installed, configured, and tested new hardware components, software applications, and operating systems, ensuring compatibility and proper functionality.