• Lead IT operations including applications, infrastructure, and on-site server management; designed, developed, and maintained new systems/programs and provided technical expertise and recommendations to support and enhance existing systems.• Coordinate IT team to schedule and implement software patches at times most likely to produce minimal service disruptions.• Direct troubleshooting for bugs and flaws discovered in both pre-release and final production software products.• Modify existing configurations, designs, codes and team processes and maintain corresponding technical documentation.• Drive solutions to enduring problems with unprecedented and traditional approaches to algorithm and coding architecture analysis.• Identify, analyze, select and apply new information technology components approved through IT architecture tech stack.• Collaborate with and mentor technology staff, promoting synergetic partnerships, credibility and teamwork.• Design contingency planning, formal training and employee development plan to increase staff quality performance.• Manage VMWare Cloud environment, build and support servers for business applications and manage backups using Veeam.• Automate patching monthly Microsoft patching process for back-end servers and user workstations/laptops.• Identify, deliver, and integrate multiple, complex system solutions; improve processes and procedures enhanced operational proficiency, and reduced costs.• Develop and implement various documentation and procedures for disaster recovery and contingency planning.• Plan and design enterprise structural framework by researching hardware and software costs for various hardware and software solutions, including meeting with vendors and making decisions based on current and future needs.

• Followed up with the equipment or users and maintained the equipment inventory for production and backup stock. • Ensured each system interfaced and interrelated with each other and ancillary departments.• Documented and distributed information regarding critical or unusual problems/situations encountered with the resolution for future use by the assist staff and department.• Provided ongoing evaluation of the system to ensure updates, upgrades, and virus protection was maintained at all times.• Planned and designed enterprise structural framework by researching hardware and software costs for various hardware and software solutions, including meeting with vendors and making decisions based on current and future needs.• Maintained Ivanti Endpoint Manager Core which is used for deployment and monitoring of all endpoints.• Developed and managed project plans while providing status updates to management.

• Managed a team of 5 level 1 and 2 help desk technicians; trained and reviewed the performance of each help desk technician and ensured all KPIs were achieved. • Created and managed escalation procedures and ensured service levels were maintained using the Fresh Desk Help Desk ticketing system.• Isolated problem trends and completed troubleshooting efforts for recurring problems until discovery of permanent solutions.• Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.• Assisted in technical support process refinement to improve customer service and support.• Conducted end-user training and provided technical support on hardware, software and network issues.• Improved overall company performance through increased IT uptime and effective cost reductions.• Managed, maintained, and developed an incident management database and all associated configurations and connections.• Developed and reported statistics on help desk personnel performance and overall help desk performance. • Developed IT tech schedules, and prioritized support calls and resources for installation and support.

• Maintained centralized support documentation enabling Help Desk staff and support technicians to streamline response and resolve incidents with minimal disruption to expected service levels• Acted as the lead audio-visual subject matter expert setting up all large monthly meetings using Polycom, Web-tex, Skype, and Omni-Join Video Conferencing Software. • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux, and Mac systems. Install PC software in accordance with BIC JSOX and corporate compliance requirements.• Configured routers, switches, firewalls and other hardware to deploy and manage LAN, WAN and wireless networks.• Maximized network availability and performance by monitoring, troubleshooting, resolving outages and scheduling upgrades.• Selected and installed network security solutions based on extensive research and verifiable performance data.• Evaluated existing networks and systems for potential weaknesses to support intrusion prevention measures.

• Analyzed and troubleshot computer support problems as well as applied knowledge of software, hardware products, and services to resolve problems of users.• Identified and explored new technologies which will help enhance the overall IT function.• Recommended and implemented proactive or automated solutions to resolve recurring system-related issues.• Collaborated with internal IT teams to develop support processes and procedures in order to drive efficiency and deliver customer service-oriented results. • Assisted customers with instructional support and product troubleshooting.• Opened service tickets for clients, documenting user information and description of problem.• Tested performance, functionality and security of network systems, individual workstations and peripheral devices.• Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.