- Day-to-day technical supervision and high level support of 3300+ locations in North America. - Provide support for all facets of distributed network infrastructure operations. - Implement, report, and monitor network upgrades.- Monitor and respond to distributed network support incidents.- Manage, execute, log and report break/fix changes, service requests and support activities.- Interface with enterprise processes such as incident, problem and change management, job scheduling & systems automation.- Maintain and administer networks including hardware, software and configurations. - Develop and maintain operational procedures, processes and scripts.- Provide and analyze usage, performance, service level, compliance and audit reporting.- Test and support software and hardware upgrades that directly affect distributed networks.- Perform process, hardware and software analysis on new technologies and make recommendations to management.- Partner with vendors and cross functional teams on support and project initiatives.- Provide off-hours support (24x7) via VPN remote access.

- Analysis, qualification and ownership of high business impact and politically charged support cases; Help resolve the most technically complex and mission critical customer issues.- Review escalation team case backlog, provide technical and case management advice to junior members of the team, and leverage established relationships with other internal and external teams.- Coordinate cross team and cross vendor communications to resolve customer technical issues.- Provide assistance to Development team during remote debug dial-ins; Assisting customer with testing or troubleshooting while on-site.- Reproduce customer issues in the laboratory to verify problems and provide feedback to the Development team.- Worked on Citrix technologies including load balancing, GSLB, SSL offload and URL manipulation via NetScaler appliances, as well as virtualization with the XenServer hypervisor, both of which utilize and require an operational understanding of a Linux core.

- Troubleshoot and resolve chronic network issues.- Participate in triage of P1/critical incidents.- Coordinate cross-vendor investigations.- Implement network changes to resolve issues.- Write Root Cause Analysis reports and document Problem resolution methods.- Record Problem case progress and Known Error status in Incident/Problem Mgt system (Remedy).- Follow ITIL based standards and process in lifecycle of Problem cases.- Participate in global Problem meetings to communicate and coordinate common Problems.

· Manage team of 18 network/voice engineers, project managers and NOC operations personnel located in four locations in the Northeast and Canada.· Customer primary contact and escalation point responsible for North America and Puerto Rico.· Third-level support and troubleshooting.· Participate on IT strategy team to help define long-term plan / network roadmap.· High-level network architecture design and implementation.

· Design, Install and Support LAN and WAN infrastructure for 120+ sites in North America supporting manufacturing operations. Unique and aggressive requirements and SLAs met for plants, distribution centers, sales offices, corporate offices and data centers demanding fast yet resilient networks with very little downtime.· End-to-end Project management: SOR, site survey, quoting, proposal/SOW creation (including technical design, diagrams and financial analysis), ordering, configuration, installation (hardware, circuits, cable plant, peripherals) and support. Professional customer service and vendor management. Excellent verbal and written communication skills.· Cisco and Nortel LAN and WAN gear. Switches: 2950, 3750, 4500, 5500, 6500 (Bay 450, Accelar 1200, Passport 8600). Routers: 16/17/1800, 2500, 2600, 3600, 37/3800, 7200, 7600.· Design, Install and Support 802.11a/b/g wireless network. Cisco Aironet 11/1200 APs, Cisco SecureACS, Cisco WLSE, AirWave AMP/RAPIDS. AirMagnet for site surveys.· OSPF, BGP, EIGRP. Frame-Relay, MPLS, P2P, ISDN, DSL, GRE tunnels. Meshed topology.· Troubleshoot LAN and WAN problems. Work with carriers and LECs to resolve circuit issues. Use ITIL standards and tools for incident, problem and change management.· Participated in Disaster Recovery planning and simulation exercises at off-site testing location.· Network monitoring using SNMP tools NetView/OpenView, SolarWinds Orion and MRTG. · Troubleshooting using Sniffer and Observer. Proficient in Visio diagramming software.· Wrote and maintain mission-critical asset and network management application in VB6/MS Access database which the Americas account team has adopted as the de facto repository for equipment, circuit, maintenance, IP address, site contact, vendor and configuration inventory.

IT MANAGER· Supervised team of 8 PC technicians / network engineers.· Conducted performance reviews and recruitment interviews.· Managed/implemented several large IT Projects including company-wide migration from DOS to Windows (including creating and providing training), Kodak imaging system installation, LAN upgrades, and customer remote site integration (LAN/WAN, desktop, OS, applications).· Grew company from 50 users/nodes to 250. One initial Novell server augmented with 25 additional mixed Novell/Windows/AIX servers. One main site expanded to 14 remote sites.· Integral member of IT strategy / roadmap development.· Managed relations with national clients and vendors.· Managed parts inventory budget / forecast.NETWORK ENGINEER / SERVER ADMIN / PC TECHNICIAN· Assembled and configured server hardware and network operating systems.· Performed NetWare, NT and Unix server administration.· Installed network infrastructure including hubs, switches, routers and site wiring.· Installed and supported 250 PC workstations including hardware, software and O/S.· Participated in Disaster Recovery planning and simulation exercises at off-site testing location.PROGRAMMER· Wrote HelpDesk application in VB4 with MS Access database containing over 70,000 records.· Wrote several other smaller VB apps including a reports viewer and Ops turnover program.· Wrote many DOS utilities in Pascal including an Ops log program and login script utilities.

· Built PCs from scratch and repaired broken PCs.· Performed field service and maintenance at client sites.· Ran Cat-5 cabling and set up LANs at customer sites (using LANtastic).· Handled retail sales transactions including pre-sales customer interaction.