Leader and astute mentor of 5-person IT team of 3 help desk technicians and 2 senior system & network administrators. Responsible for all aspects of IT infrastructure planning & deployment with a strict focus on security considerations, disaster-recovery & business-continuity planning, vulnerability management, vendor selection & management, IT policy development, training & mentoring of staff, service desk management, and risk-compliance framework management. Effective communicator at reducing the complexity of technology into simple business language, promoting a healthy relationship between IT & all business units; juggling multiple priorities while rapidly meeting dynamic & critical goals in a very fast-paced startup environment with limited resources.

Expanded responsibilities to include oversight of the Museum’s Personal Productivity (Help Desk) team comprised of 5 technicians and 1 supervisor. Designed and enforced technology standards based on industry best practices. Served as IT Director’s “right-hand” for all infrastructure matters including drafting the annual technology roadmap.

Worked intimately with the IT Director to manage the 6-member Infrastructure team comprising 5 system administrators and 1 database administrator. Team responsibilities included planning and administration of the Museum’s data & voice networks and operational applications with an emphasis on security, redundancy & disaster recovery. Day-to-day activities included hands-on role in the selection, procurement, and installation of new network and systems hardware & software; developing guidelines and processes to ensure the reliability of the Museum’s IT infrastructure; reviewing all network and server change requests; oversight of all IT infrastructure projects to ensure on-time & on-budget completion; providing guidance and support to team members in developing solutions to challenging problems; participating alongside senior management on the Information Security Governance Team which is tasked with developing and implementing comprehensive written policies to bring the Museum in-line with PCI Data Security Standards as well as Massachusetts & California Data Privacy requirements.

Responsible for the successful implementation, management, and support of Museum information systems as well as projects which enhanced or replaced business systems and network infrastructure. Provided regular round-the-clock support as needed for critical Museum networks and systems. Performed routine network vulnerability assessments and developed remediation programs to minimize the Museum’s risk exposure and bring the Museum closer to PCI DSS compliance. Key systems included all webservers, Flash streaming media servers, Delphi event management system, wireless network of 40+ access points, Cisco ASA firewall management, all Linux servers.

Effectively provided knowledgeable and speedy Tier 3 support to customers and business partners for Avaya TDM & IP audio conference bridges and accompanying products such as CRS reservation server, WebPortal, DataXchange web conferencing, and BridgeTalk operator console. Performed also as Tier 3 support team lead for Avaya One-X portal converged communications client, appointed alpha/beta support lead for next major release of conferencing (MX) platform, and appointed as customer service excellence trainer. Additional duties included independent development of diagnostic Unix scripts to expedite problem resolution.

Effectively provided hands-on analysis, planning, and implementation of IT and network solutions and emergency response to a wide base of corporate customers predominantly using Microsoft’s family of server products (Server 2000/2003, Exchange) and Sonicwall’s family of routers. Also successfully designed, coded and implemented a client management system utilizing PHP, Javascript and MySQL. Features include trouble ticket tracking, security policy, and integration between client data, equipment inventory, and trouble tickets.

Part of the core management team with direct supervision and control of all call center staff. Also responsible on-call 24/7 for all computer servers and network infrastructure. Skillfully designed, implemented, and maintained a wide variety of custom software and hardware configurations to further enhance reliability, data integration, ease of use, and ease of maintenance.