As senior engineer on Neuberger Berman's Information Technology Service Management (ITSM) team, I deploy and manage solutions that help other IT personnel, and employees in the firm at large, do their jobs better. Primarily building on the ServiceNow platform, I've created a number of solutions for the firm, including an extensive Service Catalog, service level agreement (SLA) management, surveys for end-user feedback, and asset management and discovery.• Created and manage a service catalog of several hundred items, allowing Neuberger Berman employees (both IT and non-IT) to request a broad array of items, including IT services, hardware, secure access to systems, and building services. Many of these requests are automated, utilizing PowerShell, SOAP, and other technologies, and therefore requiring no intervention by IT personnel for completion.• Built a robust asset-management system in ServiceNow. This system provides insight into all hardware and virtual machine assets managed by the IT Infrastructure Services team, including financial and deployment-state components. Along with ServiceNow’s Discovery module and interfaces with external systems, this system provides a real-time view into the state of the firm’s physical and virtual IT assets.• Deployed and manage many other key modules on the ServiceNow platform, including Discovery, Service Level Agreements (SLAs) Knowledge Base, Incident, Problem, and Change, and Surveys.• Maintain an active role in the ServiceNow community. I am active in the New York and New Jersey ServiceNow User Groups (SNUGs), and participate in the online ServiceNow mutual-support community. I also delivered a well-received session at ServiceNow’s global Knowledge14 conference, in which I detailed our use of PowerShell to automate ServiceNow workflows.

Acted as lead end-user messaging specialist during the transition from Lehman Brothers' systems to Barclays Capital's, following the purchase of Lehman by Barclays. Provided key insight into management of the Lehman Outlook client, as well as policies and procedures related to electronic messaging.

As the Messaging Support Manager I lead the Messaging Client Support team, providing tier-two Outlook and Exchange support to Lehman's employees in the Americas. I transformed the tier-two Messaging Support team from a reactive support desk to a proactive, customer-oriented team. I led my group of six full-time and fifteen part-time employees not only in providing support for approximately 17,000 end-users, but I coordinated with the engineering teams to complete many projects that improved all aspects of the messaging users’ experience.• Supervised handling of an average of 3500 help desk tickets/month, while exceeding aggressive service level agreements.• Completed major revision of distribution list management, securing all of the firm’s 25,000+ distribution lists to prevent inappropriate use and greatly improving their accuracy and completeness.• Managed migration of 30 TB of Outlook personal folders to NetApp Filers.• Overhauled security model of the firm’s shared/group mailboxes to preclude access by unauthorized users.

I was the lead messaging engineer at NRT (currently Realogy), responsible for migrating the company to Exchange 2003 and Active Directory. I worked with vendors on all necessary hardware and software purchases. I also provided tier-two and tier-three support of the messaging environment, including troubleshooting advanced issues with Active Directory, Windows Server, Exchange Server and Outlook.• Architected and deployed Exchange and Active Directory environment for the company’s 12,000 US employees. Designed software and hardware specs, built and tested systems, and managed pilot and deployment.• Designed and supported NetIQ Security Manager and AppManager deployments, providing alerts and reporting capabilities for the company’s messaging and Active Directory environments.• Provided tier-two support of the Windows messaging environment, including troubleshooting advanced issues with Active Directory, Windows Server, Exchange Server and Outlook.

As the senior Exchange and Active Directory consultant for a Microsoft Gold Partner consulting firm, I designed and deployed Microsoft Exchange and Windows Server/Active Directory environments for many clients, from small to very large. I managed migrations from clients’ legacy e-mail systems and supported messaging environments while transitioning responsibilities to in-house engineering and support personnel. • Designed and deployed Microsoft Exchange and Windows Server/Active Directory environments for large clients, including Siemens Medical Systems, Panasonic, Schering-Plough, L’Oreal USA, and American Reinsurance.• Taught official Microsoft curriculum training classes in Exchange and Windows Server.• Developed training and consulting plans for Immedient’s infrastructure and development consultants, providing tools, documentation and career path guidance to advance their careers and enhance their value to the company.

• Supported and managed US firm’s Microsoft Mail environment, including over 22,000 users and 270 MS Mail post offices.• Managed research and development project that evaluated the firm’s next-generation client/server messaging system. Worked extensively with Microsoft Exchange, Windows NT and Windows 95 through all iterations.