IT service management for ~$75 million annual revenue multi location MSP client orthopedic practice. Duties include ensuring uptime of network, storage and compute infrastructure, S2S tunnels, physical and virtual servers/applications, project management /implementation of interfaces and upgrades, procurement of hardware, software/services, M365 cloud services, end user management, device support. Focus on proactive information security and risk management and healthcare regulatory compliance. Overhaul of documentation and documentation systems/change logging.

Working on multi site transition projects across the US as a member of GTS onsite transition teams installing and configuring new network infrastructure, servers, MFPs, workstations and cloud based email accounts for the sites being upgraded. Tasks range from setting up new switches/firewalls and wireless access points, to re imaging computers from windows 7 to windows 10. Finally with assisting site staff get on board with their new technology. Lead tech role coaches and directs other less experienced team members and coordinates the local transition team at the remote site.

Leading a team of tier 1 - 3 techs, serving managed services clients with remote and onsite technical support. Duties include recruitment, on-boarding and training, service level agreement monitoring, service dispatch, loan equipment and inventory management, one on ones with team members, workflow and documentation lead, reporting metrics and KPIs.Technologies used:Microsoft Office 365 advanced including Outlook, TeamsVisio, Power BI, Advanced Excel & Access DBAutotask Professional Services Automation, Datto Remote Monitoring & ManagementLog Me In Rescue, Mobile + Rescue, LensBind Webmin DNS ManagerBarracuda Cloud Spam and appliance FirewallVMware vCenter, vSphere, Horizon clientDell SonicWALL firewallsBash / LinuxFileZilla/ FileZilla ServerOpenSSLStorage Craft Shadow Protect/Image ManagercPanel/ApacheIT Glue Documentation Management

Supporting faculty, staff and students at Florida Institute of Technology.I recruited, trained and coached student work-studies and worked with these and permanent IT staff to deliver onsite and remote support to main, online and remote campuses of the university.See attached training powerpoint example : networking 101.Printer and print server managementOn site support and deploymented Migration projects (new printers rollout, migration of FIT aviation from virtual to actual desktop)Asset and Software management via System Center 2012Served on the Staff Advisory Committee, chairing a subcommittee focused on internal communications.

Contract position for GE Transportation

On Site Support Technician –September 2008-present- PC hardware/software support & diagnostics - Home electronics installation support & diagnostics- Installations/moves/data migrations/wifi/networking

implementation of modules of integrated housing system including associated 3rd party product interfaces and Business Objects universes.• Delivery of product implementation workshops with clients• Explanation of implementation process and functionality• Business Analysis, entity relationship modelling, work-flow analysis• Training super-users/systems administrators to apply configuration options/functionality• Working with project managers and pre-sales teams to resolve product queries• Ad-hoc consultancy and module audits• User Acceptance and Regression Testing• Assisting customer services colleagues with support queries

Implementation Consultant April 2002-to February 2004 • Delivering implementations• Project Management• Meeting time-scales for delivery of project deliverables • Maintaining relationships with responsiveness, organisational and people skills• Delivering user training to help clients maximise their return on investment• Directing client feedback into maintenance/future development roadmaps• Assisting colleagues with learning and developmentSoftware & Support Team Leader May 2001 to April 2002 • Resolving support queries/problems including data transformation/migration • UA Testing and authorisation of releases • Setting priorities re maintenance & improvements to software• Recruitment/training/managing team of support colleagues • Administration and billing of service levels and support contracts• Managing campaigns to up-sell and cross-sell to existing clients• Owning database of problems and requirements

•Managed desk providing 'company research, news, statistics and market data services•Contributed to knowledge management and intranet development projects•Created new information services delivered to the staff desktop across the network•Supported desktop applications and hardware•Published monthly data bulletin for electronic distribution to the firm•Benchmarked new on-line information services with a view to developing new delivery channels•Assisted junior colleagues with learning, development and training