• Led a team of 4 engineers including 2 helpdesk engineers and 2 projects engineers for an organization of 450 employees.• Increased helpdesk efficiency by 90% reducing weekly ticket load from 300 to 30 tickets.• Served as a subject matter expert for Azure infrastructure maintaining 2 Azure environments that includes dozens of AppServices and Kubernetes services.• Liaison between helpdesk, DevOps, development, and security teams,• Orchestrated a 300-line PSTN migration from Verizon Business to Teams Voice.• Implemented various projects to improve company security posture such as MFA, Block Removable Storage, Centralized Password Management, AppLocker, ADP to 365 sync, Autopilot, and Windows Hello.• Led various initiatives such as cross tenant Exchange Online and SharePoint Online migrations, and on-premises to cloud migrations.• Collaborated in security audits such as HITRUST, HIPPA, and SOC2.

• Oversee Lloyd Group’s continuous improvement management (CIM) strategy.• Contribute to external and internal communications as they relate to all new partner, vendor, and product changes and updates. This includes centralization of relevant documentation and content for client facing updates.• Act as a resource for Research and Development initiatives.• Act as a resource for Professional Service and Service Desk tactical requirements on an as needed basis.• Develop and maintain updated, accurate data and reporting to enable groups to move CIM initiatives forward.• Collaborate with Lloydian Success to provide ongoing education and training around our solutions, services, and products.

• Lead technical consultant on all project implementations as well as existing client network infrastructure.• Provide input on the technical planning, designing, and implementation of client solutions.• Provide leadership and technical guidance to all levels of personnel regarding project implementation and day to day service related items.• Participate and lead internal targeted technical training initiative to grow and develop skills of junior analysts.• Liaison between internal engagement, project and service centers to ensure quality control and overall client satisfaction.• Participate in strategic planning for solutions, services, and product development.

VMware vSphere 6.0 AdministrationExchange 2010 AdministrationCisco Switch and Routing SupportVeritas Enterprise Vault Implementation and SupportWindows Server 2008 - 2012 Infrastructure SupportSophos Endpoint Protection AdministrationSystem Center Configuration Manager 2007 ManagementCA ARCserve D2D and UDP AdministrationMicrosoft Exchange 2010 ManagementNimble Storage SAN Management

• Windows and Mac administration using Active Directory and Open Directory “Magic Triangle”• Software support and hardware troubleshooting (break/fix) for server hardware (HP Proliant, Dell PowerEdge, and XServes).• Cisco switch port administration on 3750 series switches.VMware vSphere 4.1 and 5.0 administration using vCenter Server.iSCSI SAN management using HP Lefthand P4000, Startwind, and Openfiler . • Mcafee IPS network monitoring and managementSoftware deployment using Symantec Altiris Deployment solution• Exchange 2007 administration.• Watchdog Firebox and Sonicwall management.• News System troubleshooting involving ENPS and Grass Valley technologies.• AV administration using Mcafee ePO and Symantec Endpoint Protection.• File Permission administration on StorNext SAN and XSAN volumes using NTFS, ACL and POSIX.• Backup Administration using CA Arcserve 12.5.Imaging and Software deployment on Windows and Mac platforms including workstation rollouts.• Mobile device support for Android, iPhone, and Blackberry devices.• Helpdesk and Field Engineering operations locally and at remote locations.• Documentation of troubleshooting techniques.

• Tier 1 Server support for Windows Server 2003-2008 and OS X Server 10.4-10.5. This included DNS, DHCP, Active Directory, Open Directory, Kerio, and Exchange 2003-2007 management (mailbox creation, distribution groups, mailbox rights, mail forwarding).• Hosted Spam filtering support (Postini and MS Frontbridge) as well as MX record support for email migrations• Maintained Daily checkups of Symantec Backup Exec and Retrospect to verify if backup jobs were successful. • Team lead on NOC team: Overseeing NOC team’s first response to client outages due to WAN, LAN, VPN, or other resource related outages.• Team lead on the Support Center. This involved overseeing tickets from other engineers at the Support Center while providing advice on resolution and escalation of cases. • Provided Tier 2 remote support for Windows XP Professional, Mac OS X, AutoCAD, MS Office Suite, MS Outlook/Entourage (IMAP & Exchange), software installations, remote access (ARD & RDP), and mobile devices (BlackBerry, Windows Mobile, and iPhone).• Effectively provided prompt, customer care when responding to incidents and service requests from a call center using a clear and pleasant voice. The Support Center provides customer care to 100 small - medium sized businesses in the NY area.• Proficient in documenting calls and service requests using Netsuite CRM (ticketing system.)• Assignment and escalation of support tickets within 15 minutes to various engineering departments so they are resolved within a timely fashion.• Provided quality of service support to ensure that cases are actively being investigated by other engineers.• Quality of Service: Follow up with clients to ensure that cases were handled to their satisfaction.• Administered monitoring services at client sites using Level Platforms and Solarwinds.• Documented new problem solving techniques for cases using a company knowledge base.

• Migrated and centralized an existing P2P network to an Active Directory network with a DMZ structured environment.• Installed and Configured a Dell PowerEdge 2650 Sever with Microsoft Windows Server 2003, with a RAID-5 Array to be a Domain Controller and File Server hosting various Databases, application services and agent files.• Created various scripts to work with Group Policy and instituted Folder Redirection so that agents could work at any desk within the company; Orchestrated Group Policy to give clients access to whatever they needed incase their local computer becomes nonfunctional or is taken by another agent.• Evaluated IT requirements for the organization and designed a plan for their internal LAN layout. • Purchased and deployed 40 workstations for the company’s expansion to its lower level using Symantec Ghost.• Provided and maintained the Symantec Antivirus Corporate Edition Centralized solution for the whole organization.• Created an Incremental backup solution for the organization and its affiliated companies.• Provided Helpdesk support for the Real Estate, Management, and Architectural Departments.• Installed and administrated Avaya Partner Lucent Phone System with Voicemail for the entire organization.• Expanded the network layout of the organization for the downstairs level by adding 40 more stations with crimped and terminated CAT 6 cable going to each desk for the usage of telephone lines and computers.• Created, designed and maintained various websites for Supreme Management’s subsidiary companies using with Javascript and HTML Code.• Designed brochures and menus for New Millennium and the company’s restaurant using Illustrator, Photoshop and InDesign.• Instituted and administered a webmail solution for all of the real estate agents so they can also check their email at home.• Maintained and repaired Toshiba DP4580 Copier and Toshiba FC22 with Fiery Controller.