1. Manage the IT Operations function and team, including developing a mission and vision, delivery of customer services, implementation of policies and operating procedures, evaluation of emerging technologies and recommendations for acquisition of new hardware and software systems to improve system usability, performance and integrity. 2. Responsible for maintaining IT Operations’ runbook, including: (1) creation and maintenance of technical and business documentation, system diagrams, configuration files and workflow diagrams; (2) development and review of compliance documentation, including configuration plans, and network infrastructure plans; (3) comprehensive data center inventory; (4) lifecycle and upgrades to IT infrastructure systems; and (5) vendor and support contracts.3. Provide reports to management, including quarterly strategic planning and monthly operational performance reports, related to system health, network stability, availability, capacity metrics, and identifying opportunities to optimize return on investment, efficiency, reliability, serviceability and simplicity of infrastructure services. 4. Develop the draft budget for IT Operations and manage approved budget, including expenditure forecasts and monitoring.5. Responsible for oversight of IT vendor management, as directed by the department director, including preparation of requirements and statements of work related to projects, and maintaining service and technical support subscriptions and licenses.

Manage Microsoft systems including, but not limited to: AD, DNS, DHCP, Exchange 2010, Office 365, Exchange Online, Skype for Business Online, SCCM, BitLocker, MBAM, Server 2012 R2, Windows 10 Enterprise, Lync Server 2013, ADFS, Enterprise Agreement Licensing.Manage systems including, but not limited to: MobileIron, VMWare ESXi, Veritas BackupExec, Palo Alto Firewalls, McAfee EPO, NetGear ReadyNAS.Managing an environment with 9 sites (foreign and domestic) alongside a small IT department. Using cross-training and documentation to train other IT members for stability and efficiency.

Perform a wide range of system administration duties, including support of corporate enterprise applications, laptops, servers and network equipment. Leverage the internal help-desk support systems and processes to ensure that IT issues impacting employees worldwide are quickly resolved. Proactively oversee the monitoring of all IT devices, applications and services using a combination of tools, including Microsoft SCCM and McAfee EPO. Manage and troubleshoot networks as well as intranet and internet connectivity throughout the organization. Administer and maintain MobileIron MDM, SCCM 2012 R2, Active Directory, Exchange, FTP, Exchange Online Protection.Plan and configure transition from SCCM 2007 to SCCM 2012 R2. Maintain Microsoft security patches as well as antivirus and antispyware software on workstations and servers.Plan, track, and manage certain IT projects including acquisitions, domain migrations, system upgrades.Manage OSD and software deployments via SCCM. Perform regular patching via SCCM.

Develop and perform studies to gain insight into the user's experience with released products and products that are in development.Interact with research participants to ensure a good study experience.Examine computer systems and applications to determine if they meet industry standards.

Assist client customers with DSL setup, troubleshooting Internet outages, and solving general computer issues.Communicate with various individuals with-in and outside of the client's company to fully assist their customers.Generate concise logs on the troubleshooting steps taken to resolve an issue.Provide customer service while following the client's policies and procedures.