Ryan Higgins Email & Phone Number

Boston, Massachusetts, Us

Boston, Massachusetts, Us

Leader of the Digital Experience Team at athenahealth, managing all facets of the athenista corporate Digital Experience.- A Stellar ServiceDesk team supporting a global workforce- Automated deployment and management of end user systems allowing workforce productivity through all manner of scenarios- Top notch Business Communications team leveraging technology to allow for team collaboration in a hybrid workforce world

Boston, Massachusetts, Us

Built and manage the Endpoint Management organization, which is composed of the Endpoint Engineering, Endpoint Imaging, and Endpoint Security teams.PEOPLE MANAGEMENT• Identify and hire highly motivated team members who contribute to the overall success of the team• Meet regularly with team members to discuss business and development goals to promote career development• Mentor team members and assign tasks with their strengths and weaknesses in mind to promote their growth and success• Partner with HR on compensation planning, performance plans, conflict resolution, and promotionsENDPOINT ENGINEERING• Enabled macOS computers as a viable option for end users; today comprises approximately 25% of the environment• Implemented systems management tools for both Microsoft Windows (Quest KACE) and Apple macOS (JAMF Pro) that perform: operating system and software patch management; automated software deployment with no user intervention; one-click end user self-service software installations• Completed automated Microsoft Office 2016 upgrade from legacy versions withlimited end user impact• Responsible for all user computing endpoint controls for compliance certifications (HITRUST, DirectTrust,PCI, etc.)ENDPOINT IMAGING• Implemented and responsible for asset lifecycle management for all end user computing devices• Implemented an automated hardware-agnostic imaging process for both Microsoft Windows and Apple macOS• Managed the migration of the enterprise to Windows 10ENDPOINT SECURITY• Migrated from third-party whole disk encryption to native operating system encryption (Apple FileVault2 andMicrosoft Bitlocker) with encryption key management• Rebuilt architecture and assumed management of mobile device management system (AirWatch) and enabled BYODprogram• Initiated operating system hardening based on the NIST standards for both Microsoft Windows and Apple macOS, increasing security controls twofold with no impact to the user

Wilmington, Ma, Us

•Manage all aspects of desktop/laptop support including hardware supply and software licensing.•Established hardware and software standards for all parts of the organization.• Mentor and advise junior-level technicians and manage intern program.• Provide top-tier technical support and troubleshooting for internal and client users on a variety of operating systemsand hardware platforms.•Recommend and configure Control Center hardware for implementation at client sites.•Manage desktop hardware implementation and support at client sites.•Researched and proposed plans for a hosted call center for 24/7 client support.•Research and recommend enterprise software solution such as Symantec Anti-Virus and PGP Encryption.•Manage IT projects through to completion and beyond including Dell KACE for systems management.•Managed Exchange 2007 to 2010 hosted email migration and implemented Microsoft Lync and higher mobile devicesecurity through Active Sync.•Currently managing ongoing projects including a security camera solution and systems monitoring with Orion.• Manage on- and off-site in-house and customer-facing AV/IT support.• Manage Windows Active Directory, Microsoft Exchange 2010 environment, and Avaya Communication Manager.• Collaborate with team to plan best practice IT policies for the organization.• Manage all IT aspects of employee hiring and last day procedures.

Cambridge, Ma, Us

Provide top-tier technical support and troubleshooting for a variety of operating systems and hardware platforms.Proficient with Windows XP/Vista/7, Apple OS X, and Ubuntu Linux.Manage IT projects such as hardware upgrade rollouts and operating system upgrades.Provide worldwide support in a company of 450 users working in multiple environments such as Linux, Windows and OS X.Provide on- and off-site in-house and customer-facing AV/IT support.Responsible for Windows Active Directory and Exchange 2003/2010 administration.Responsible for administration of Cisco Unified Communications Manager 8.5 and Unity 8.0.Support multiple mobile device platforms including BlackBerry, iOS, WebOS, and Android and their integration with Exchange.Proficient with Windows XP/Vista/7, Apple OS X, and Ubuntu Linux.Collaborate with team to plan best practice IT policies for the organization.Perform hardware upgrades on both PC and Apple workstations and laptops.Mentor and advise junior-level technicians and interns.Create and update computer images for multiple operating system platforms including Windows, OS X, and Ubuntu. Updated Linux cloning process, bringing implementation time from 4 hours to 30 minutes per workstation.Responsible for employee new hire account creations and hardware setup.Responsible for employee last-day account deactivation and hardware collections.

Boston, Ma, Us

Boston, Ma, Us

Managed IT projects such as internal office moves, office consolidation, and BlackBerry upgrade rollout.Provided deskside support in an office of 450+ users working in a Windows environment including Windows 2000, XP, and Vista. Configured desktop and laptop computers for new employees and upgrades.Tested new and proposed office software; installed officewide software upgrades, including Office 2000/2003 and Outlook 2000/2003.Supported all BlackBerry models and the integration with Exchange.Set up computers for online multi-office data share meetings and client and office presentations;supported videoconferencing system.Administered Mitel 3300 Communications Platform (VoIP) phone system for all firm offices.Administered AVST CallXpress voicemail system.Collaborated on implementation of new VoIP system and voicemail system.Worked with a team to plan and execute upgrade from Mitel SX2000 PBX phone system to Mitel VoIP system.Worked with a team to plan and execute upgrade from Octel voicemail system to AVST CallXpress.Participated in a rotating on-call schedule for after-hours support; difficulties addressed include remote-access complications using Citrix, Terminal Server, and Cisco VPN, as well as after-hours server/phone system issues.Continued in role as back up for Information Systems Specialists in EAPD's Boston office.Traveled to other EAPD offices when IT coverage was needed.

Configured NT 4.0 Workstation and Server/Windows 2000 Professional and Server.Familiar with Nortel telephone system.Supported 50+ users on various software such as: NT 4.0, Windows 95, 98, 2000, Outlook 2000, Office 2000, Micros POS systems, PosiTouch POS systems.Microsoft Exchange Server 5.5 Administrator.; Troubleshot network- and user-related issues in a timely manner.Worked directly with vendors for ordering equipment.Performed proficient custom builds (dual boots, multiple operating systems).Performed administrative tasks such as setup of email, domain accounts, permissions, and folder shares.Responsible for recommending hardware/software purchases, OS upgrades.Responsible for the Windows 2000 migration.Responsible for daily backup of multiple servers; proficient with Veritas Backup Exec 8.0 for Windows NT 4.0 and 2000 Server.Installed and implemented Norton AntiVirus Enterprise Edition 7.5 companywide.Responsible for design and implementation of officewide disaster-recovery plan.

Education record

A+ Certification, Computers/Hardware

Education record

Education record