• Managed global service delivery operations (Help Desk, Escalation Team, Field Services).• Managed 25 engineers providing IT support for over 125 client companies (2800+ users).• Developed annual plan for teams with key strategies, training/goals, and timelines for improving operations.• Coordinated 24/7 support operations across multiple time zones, ensuring continuous availability of systems for global users.• Performed hiring and dismissal of staff.• Managed onboarding and continuous training of all technical staff.• Completed annual staff performance reviews.• Created and modified policies and procedures using an ITIL based framework to improve operational efficiency.• Ensured provision of exceptional customer service (achieved 95% client satisfaction rate).• Ensured all client documentation was updated and accurate.• Served as an escalation point for client support.• Monitored all high and critical incident tickets to ensure timely resolution.• Ensured all tickets were handled following client SLA.

• Managed company-wide technology across 6 outpatient medical facilities in Fairfield County. • Managed an annual technology budget.• Created IT Service Desk.• Purchased, set up, installed, maintained 200+ laptops, desktops, scanners, and printers.• Completed EMR software deployment.• Migrated finance department to cloud solution enabling employees efficient remote access and company cost savings.• Upgraded all computers from Windows 7 to Windows 10. • Provided application support (Office productivity suite and Electronic Medical Records). • Administered desktop support for end users.• Maintained records of all equipment and software licenses. • Completed Microsoft Software Asset Management Review.• Selected and managed vendor for new Cisco network installation and upgrades.

• Managed client-facing IT Service Desk team based in Stamford, Chicago, and Europe.• Provided level 2 and 3 support for clients and technicians. • Met all SLA’s by ensuring 98%+ success rate with streams and 100% with deliverable timelines.• Applied ITIL best practices to ensure consistency, exceptional customer support, and incident management.• Managed ticketing system workflow using Zendesk, Support Center, and Jira.• Assisted in global expansion including hiring, onboarding, and training staff.• Assisted and supported business transformation from video conferencing to streaming.• Installed video conferencing/streaming equipment at partner facilities and client locations worldwide. • Maintained knowledge base articles for clients and level 1 technicians.• Trained third party project managers to ensure compliance with project timelines.• Created a high definition mobile streaming product that improved audio/video and created an additional revenue stream.

• Managed all live webcasts. • Provided technical support for video conferences and webcasts.• Created and distributed deliverables to clients on time ensuring SLAs were met.• Managed video archives.• Maintained company computer network and workstations.• Trained technicians on policy and troubleshooting procedures.

Audio and video production jobs for Fairfield University, A&E Television Networks, slp3D, MX Works, FOX-61, Granger Musikwerks, and e-Media.

• Coordinated and supervised all pre-production, production, and post-production for live webcasts.• Researched and evaluated new hardware and software relating to internet broadcasting. • Shot videos and completed editing and encoding services for clients. • Maintained all mobile digital studio equipment.• Identified client webcasting needs and provided education.• Performed all facets of broadcasting department.

• Managed editing department including all pre-production, production, and post-production of consultant interviews, business training seminars, and tutorials. • Trained consultants for videotaping. • Generated and analyzed reports for staffing adjustments and increased productivity. • Researched and tested new products relating to video production.

• Edited video resumes and training videos. • Encoded videos for internet viewing and uploaded to company web server. • Conducted and videotaped interviews. • Developed and tested video compression settings. • Produced promotional videos for marketing. • Created graphics to be used in conjunction with videos. • Organized and managed tape library. • Trained new hires in production and post-production procedures. • Created post-production documentation on procedures.