Scott N. Email & Phone Number

• Resolve issues and escalate problems with knowledgeable support and quality service.• Spearhead compliance efforts and develop best practice to drive continual process improvement.• Develop IT policies to streamline workflow and to meet compliance requirements. • Document system configuration, mapping, and processes.• Conduct end-user reviews for modified and new systems.• Support system users, educating employees on troubleshooting and problem-solving protocols.• Manage 2 MSP’s that provide support for organization.o Daily tracking of tickets and making sure SLAs are being met.o Ensure that escalation procedures are adhered to.o Ran weekly review meetings to review metrics and survey results. To make sure we are providing the best support to our end users. • Creation of kanban, backlog and dashboard for metrics in Jira.• Work with vendor to Setup MFA on mobile devices for corporate applications. • Netskope implementation, worked with Netskope engineer on project scope, implementation and testing and configuration. • ServiceNow admin for account creating, dashboards, issue tracking.• CrowdStrike admin for monitoring, dashboards, and policy modifications.• Mimecast admin.

Newport Beach, California, Us

• Empowered/Managed 4 business areas and 9 staff that support Infrastructure, Service Desk, Operations & Facilities.• Managed operation budget.• Implemented productivity benchmarks across all departments to maximize company revenue.• IT Performance rate of 96%.• Vendor Management- consolidated vendors and renegotiated contracts to optimize costs.• Ordered new equipment and inventory and scheduled repairs for damaged equipment.• Modified inventory control programs to maintain and enhance annual business plans.• Implemented and developed operational standards, policies, and procedures.• Empowered/Manage Facilities personnel• Evaluated hiring, firing, and promotions requests.• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.- MFA across the enterprise, Salesforce, Google Suite, and SharePoint.- New Change control process for the enterprise.- Onboard training, Cyber awareness training.- SLA for service desk.- New e-waste program.- Kanban system.- KPI and metrics.• Migrated Corporate phone system to Teams.• Migrated 3 companies that were acquired into corporate.• Managed multiple cost reduction projects including reduction of items stored at Iron Mountain, corporate cell phone program, AWS cost reduction, daily mail delivery, resulting in $130k year savings.• Owned creating culture of exceptional customer service throughout the 4 business areas.• Reduced credit card transaction volume by 35%, created policy for setting up vendor invoicing.• Daily monitoring and routing of helpdesk cases, mentoring helpdesk team for growth and outstanding support.• Developed multiple business processes.• AWS migration roadmap for migration on-prem services to AWS.• Maintained statistics of hardware repair and frequency.• Hardware asset management.• Administrative functions for O365, Azure, AWS, Sophos, Mimecast, Box.com, Slack, JAMF and Jira.• Application support for external customers.

• Evaluate current IT department, policies, and procedures.• Develop road map for migration from on prem to AWS • Evaluate onboarding and offboarding process and develop a plan for revamping process o Develop onboarding handout for new hires. o Create onboarding training• Create computer safety stock

• Manage daily IT operations for the Billerica and Shanghai location• 2.5 director reports at Billerica, 1 indirect report in Shanghai China• Day to day operations including the following.• Support for Billerica location• Purchase request.• System Administration and Network Administration for the company• Monitoring of Load balancer, VPN concentrator, firewall, E-mail, and Web filters• Exchange admin• Cost reduction for hardware equipment.• Budget planning• Product evaluation and implementation. • Migrate exchange 2010 to Office 365• Replace old firewall with next generation firewall.• Development and growth of the IT team and department to provide exceptional customer service and IT support.• Responsible for creating new processes and policies to improve efficiency • New Hire orientation development and training• Slack Administrator• VMWare Admin - VM 5.5, 6.0 6.5 6.7 - Creating new VM - Installation of ESXi host - Trouble shooting VM issues. - Reconfigure VM (change processor, memory, hard drive)

Carlsbad, Ca, Us

Technical Supervisor – Carlsbad• Tier 3 supporto Troubleshooting of Imaging of laptop and desktopso AD User account maintenance (user creation, deletion, user rights)  Configuration of computers: PC, Mac, and some Linux.o Configuration of VoIP phones. Helping resolve issues when standard configuration doesn’t work.o Network. IP issues, slowness, VPN, firewall issues Network printers: Configure, troubleshoot driver issues.o SCCM Application packaging, Resolve SCCM connection issue, SCCM report creationo Window Support of Windows 7 and Windows 10• Advance troubleshooting of BSOD, application and driver errors and Hardwareo End Point Security Virus and Malware removal, Monitor system for suspicious activityo Exchange 2010 Account/Calendar creation and troubleshooting• Supervisor to a functional desktop analyst team of 15 for Carlsbad, CA. 7 remote desktop analyst.• Supervised all aspects of desktop operation.o Day to day operations including the following. Support coverage, Time off request, Timecard approval Daily building coverage/support. Purchase request. Cost reduction for hardware equipment. Budget planning• Product evaluation and implementation. • Development and growth of the desktop engineering team and department to provide exceptional customer service and IT support.• Responsible for creating new processes and policies to improve efficiency in department and team.• New Hire orientation development and training

Carlsbad, Ca, Us

Desktop Engineer Oct 2013 – Nov 2016● Primary technical support for Executive, VP’s, HR and Legal department.● Imaging of laptop and desktops using MDT, SCCM,● User account maintenance (user creation, deletion, user rights).o Bi-Yearly review of senior executive account settings.● Configuration of computers.o PC, Mac, and some Linux.● Configuration of VoIP phones.● Tier 2 level support for specific building on campus (approx. 350 users located in building).o Network connection, computer related issues, software issues, Virus/Malware removal, computer security and training.● Creation of documentation and procedures of new IT model.● Team leader of Desktop Analyst (training, mentoring and supervisor).● Video Tele-Conference configuration and support.● Network closet support, cable punch down, end termination, fiber patching, connection, switch install, wireless access point installation.● Video Tele-Conference coordinator for meeting setup.Project management● Project lead for upgrading CEO Private Conference room and Boardroom AV system and computer system.● Manage and upgrade senior level executive computer systems and cell phones on a regular schedule.

• Daily support for security tickets.o Configuration of user accounts for Juniper SA and Pulse Mag.o Monitoring for Virus infection and possible attacks• McAfee ePOo Monitoring of logs and Siem solution.o Configuration of installation packages and reports.• Juniper SA and Pulse Mag o User account configuration, resets, creating, deleting.• Monitoring Palo Alto Firewalls rules and logs• Websenseo Configuration of policy for web traffico Monitoring of traffic logs

Boston, Massachusetts, Us

• Aruba wireless networko Configuration and installation of AP’s and Remote Access Points throughout the campus.o Monitoring and configuration of Aruba profiles. o Daily monitoring of Aruba Airware management software.• Switch, configuration, installation and repair.• Monitor of switch logs and systems health.• Trouble shoot network issues.• Run cable, punch down, end termination, Fluke network tester cable and fiber.• Daily network support tickets• Work with vendors to make sure that they are following University policies pertaining to new cable/fiber installation, switch rack install.

• Aruba wireless network• Configuration and installation of AP’s and Remote Access Points• Monitoring and configuration of guest accounts• Daily monitoring of Aruba Airware management software.• Daily monitoring and configuration of Palo Alto firewall.• Troubleshoot network, servers, and desktop issues.• Track support tickets• Contact vendors for support and trouble shooting of network and server issues.

Manchester, Nh, Us

Network Security Engineer● Deployed the following security systems,● Q-Radar for a log server solution● Tenable Nessus vulnerability scanner, ● RSA SecurID in conjunction with Juniper Secure Access● Barracuda spam/firewall filter● Aruba Wireless network system● Created wireless guest account so visitors/vendors could access the internet● ICVerify to allow credit card processing with a third-party vendor● Replaced Check Point with Juniper SSG firewall.● Duties Network Security Administrator.o Firewall administration, monitoring, and configuration, Panda AV, Barracuda Web and Spam filter.o Remote access for users, Novell e-directory, Juniper Secure Access, RSA SecurID.o Vulnerability Scanner updating and scheduling of weekly scans, investigation and communication with system owners about scan results and setting timelines for fixes to be applied.o Wireless network configuration, monitoring, and migration.o ICVerify administration.Developed● Policies and procedures for global security environment● Desktop/Laptop standardization to streamline system deployment while greatly enhancing security

• Experience and knowledge allowed the reduction of lead time from 6 months to 3 weeks for rolling out 15 computers to the nursing home. Allowed for better work environment and meet the requirements of Federal regulations. • Migrated county systems from Norton AV to TrendMicro endpoint protection, this in turn resulted in better protection and also reduced the IT spending budget.• Developed schedule for installation and/or upgrade of software including both application and system software for client pcs and servers.• Daily computer systems administration functions (including Firewall, Websense, Network Administration, Audits)• Supervisor part time IT technician

Manchester, Nh, Us

PC Desktop Analyst and Network Security Administrator 9/00 – 9/05Network Security Administrator • Deployed Websense to protect the company from internet misuse. • Implemented Barracuda spam/firewall filter. This provided more control for preventing spam from getting to the end users email account• Implemented RSA SecurID in conjunction with Juniper Secure Access to secure connection for employees that needed remote access.• Migrated from Websense to Barracuda webfilter, Barracuda was a better fit for the company and reduced the IT budget by $8KProject Management• Project leader for migration of company’s existing corporate antivirus from Norton to Kaspersky to provide more robust protection.• Project leader in the implantation of Juniper Secure Access to allow remote access for employees and vendors that needed access to the company network. This provided a more flexibility work environment, and allowed better support from our vendors.• Project leader for the installation and deployment of VPN Software on end users machine.Development• Developed and implemented an internal database for multiple departments that was accessed using ASP.• Developed database for executive use to monitor and track project time. Database was accessed using ASP.PC Desktop Analyst/Helpdesk• Technical support for approx. 500 end users throughout our other plants (United States, Mexico and Canada) including the following• Manage and maintain contact management database (Goldmine 4.0)• Troubleshooting pc, printers, network, and telephone issues.• Provide backup coverage for Webmaster and company’s intranet site

Bachelor Of Science - Bs, Computer Science

Bachelor Of Computer Science, Southern New Hampshire University