Sam Sabella Email & Phone Number

Greater Philadelphia Area

Sr. IT Analyst at Pfizer Inc ,Managing a Team of Analyst doing Third-level support for global infrastructure update project for approximately One Hundred and Ninety Five Thousand End Users.

IT Project Manager for the hardware and software upgrade of every TD Branch in the USA. Managed 25 teams. Completed project on time and with more Branch's added during the roll out. Approx 1,200 Branch's, 12,000 PC's, 8000 Scanners, and software upgrades. Not one branch failed to open after upgrade.

EXPERIENCE Project Lead 2 yearsDriving force providing oversight of 24/7 end user support services for Shire Pharmaceutical sites worldwide. Direct business-critical rollouts of software and hardware, collaborating closely with business partners on all testing and project implementations. Manage large-scale end user moves/set-ups, consistently delivering on time and budget. Ensure complete Executive support, including video conferencing and Blackberrys.Hired and thoroughly trained 2nd Tier Desktop team and Team Lead.Oversee and negotiate agreements with software vendors.Perform discovery due diligence of new software testing.Partner with IT Security on special projects; coordinate efforts through weekly conference call.Key Accomplishments:Took control of tickets workflow, making critical changes in how tickets were assigned. Achieved dramatic turnaround in performance: support team now closes all tickets with a SLA of 98% or higher. Reduced % of breaches from 30% to 2%. Increased end user satisfaction rating from red/amber to green, the highest satisfaction rating.Investigated and solved numerous software issues affecting the company worldwide, saving many downtime hours and aiding frustrated end users.Undertook leadership role in creating and implementing best practices for 1st and 2nd Tier support; company had none in place and no defined methods for transfer of knowledge. Innovated training procedures, "How To" manual, 1st level troubleshooting scripts and written steps to fix most 1st level issues during the 1st call.Entrusted with handling numerous expedited requests, due to reputation for analyzing complex problems and implementing solutions that are cost-effective, easily maintained and "right the first time".Took initiative to secure and install laptops for client end users in many different countries. Rigorously reviewed Service Level Agreements, striving to guarantee there were no breaches.

Catalyst guiding team of 6 Support Technicians in rapidly resolving customer problems, via on-site visits and remote management (SMS). Supplied hardware/software and network troubleshooting, maintenance, repair and end-user training. Specialist for new or re-installation of operating systems. Scheduled and solved e-mail requests forwarded to Platform Management Branch or Information Center Management. Provided vital assistance to Information Assurance group when needed. Worked with GPO's.Troubleshot BSM, Citrix, VPN, TCP/IP and Cisco/3Com routers/switches.Unlocked/reset passwords in BSM, SAMMS, Windows, domain accounts and other government software accounts. Edited login scripts.Successfully installed and troubleshot Java.Key Accomplishments:Consistently rectified problems on the first call, eliminating escalation and substantially increasing customer satisfaction. Effectively managed the rebuild of servers during major system outages.Educated users, some hearing and seeing-impaired, on using the Web & corporate applications, solving e-mail issues and avoiding security problems. Routinely resolved laptop/notebook issues while users were traveling or in a docking station.Environment: SMS Support Magic, MS Office Suite, Outlook, Citrix, TCP/IP, Cisco/3Com, Ghost, Windows, Java

Client: IRSSole on-site Project Manager and Support Engineer for the Integrated Submission and Processing System, a real-time application processing $MM tax revenues annually. Oversaw a 13-member support staff and external contractors.Primary communication contact between IRS and Lockheed Martin.Supplied production support to all remote sites of the IRS Service Center.Handled preventive maintenance, hardware repairs or replacement.Supported installation of emergency software fixes and software builds.Assisted IRS interpreting reports/system output; analyzed anomalies.Coordinated with Program Development Site to resolve problems.Key Accomplishments:Successfully led build and maintenance of a Windows 2003 Server, XP Pro Test LAN environment. Worked with an installation team to convert one of the Windows NT Domains to a Windows Server 2003 Domain.Ensured customer passed security audit, by loading all required software on 30 servers over one weekend. Led team of 5 in upgrading 1300 workstations in 5 days, including removal of old hardware and setup of new hardware/software via IMAGES.Recommended and made improvements to system and operational procedures, increasing effectiveness and efficiency of local operations. Specifically requested by client to manage a major upgrade project.Environment: Windows 2003/XP/NT

Senior Level 2 IT Support.

Maintaining daily operations of a heterogeneous network of Windows NT, Novell and UNIX. Supported end-users on a variety of technology.; Consultant, Network LAN Tech 1 yearSupplied comprehensive Level 2&3 software/hardware support to over 1200 users in a Windows and Novell environment, including European field offices and the seeing-impaired unit. Managed and trained 5 desktop support professionalsKey Accomplishments:Contributed to smooth conversion from cc:Mail to Domino.Replaced 100 laptop computers and docking stations, and smoothly deployed over 800 Windows NT workstations.S&A Financial Service

Primary technical support person for multiple business clients spanning 375 users in a PC, LAN and mainframe environment. Designed & built a LAN.PROFESSIONAL Incident Handling & Ethical Hacking, Wireless Access & Hacking, Google Hacking & Defense,TRAINING IT Project Management Training

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Network Engineering Technology Administration

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