Overseeing IT operations, managing our Technology Infrastructure, and Leading ongoing and future Digital Transformation initiatives.

*Planning and analysis of Denali IT activities *Design and implementation of improvements to data processing applications *Utilization of resources to provide useful information in the most efficient manner

Sole Network, Database, Helpdesk, and Telecom Administrator providing 24x7 1st, 2nd & 3rd Level Server, Infrastructure, and User Support for a mid-size Manufacturing Firm (and it’s two sister companies, TrikTopz and Specialty Tapes Manufacturing) with 100+ Users, Five Virtual and Three Physical Servers, in 6 US Offices, 2 Overseas locations, and Remote Sales Staff support.• Designed, set-up, implemented, and maintained VMware ESi5.x Server infrastructure after migration from Dell Server System• Designed, set-up, implemented, and maintaining Hosted VoIP Network for all offices using Aastra Phone hardware and Asterisk VoIP Software• Set-up, implemented, and maintained Sonicwall Firewall and VPN appliance for the Main Data Center in Wisconsin; incorporated connections in VPN MPLS configuration for secure access to Network applications and files• Database and Systems Administrator for Syspro 6.1 ERP application along with Design and Writer of specialized SQL Database Reports using Crystal Reports and SQL Reporting Service• Implemented and maintained Best Practices and Procedures for Network Files and Applications• Implemented Vendor Management Best Practices and Procedures for IT and Telecom contracts with Vendors:o Reduced Corporate Telecom Cost by 20% with implementation of Hosted VoIP systemo Reduced Corporate Cell Phone Costs by 25% with implementation of iPhone platform for Corporate Officers and Remote Sales Staff• Implemented and maintained Corporate CRM database for Sales Staff using Exact/Synergy application including development of and implementing Workflow Tracking for Customer Sales and Service.• Provided Help Desk and User Training for all staff for diverse IT-related issues.

Providing freelance IT consulting for home and small business users for Desktop support and training.• Working with Home and Small Business Users to provide Desktop hardware and software support, Infrastructure maintenance, Data Backups/Recovery, Malware/Spyware removal, and Solution-based Consultation focusing on Process improvement and productivity.• Providing User training on Desktop hardware, software, and high-level programming languages.• Independent study focusing on CCNA and Virtualization applications and technologies.

Member of four person team providing 24x7 2nd & 3rd Level Server, Infrastructure, and User Support for a mid-size Law Firm with 500+ Users, 170+ Servers, and five offices in Wisconsin and Illinois.• Monitored network usage and performance.• Troubleshoot, resolve, and document network delays, interruptions, and outages.• Provided network security monitoring of User, File, Directory, and System Access.• Performed User, Hardware, and Software Moves/Adds/Changes using Change Management Best Practices and Procedures.• Identified and Eradicate User and Server Malware/Spyware infestations.• Provided DNS/DHCP support and maintenance.• Provided Exchange 2000/2003 support and maintenance (Beta-Testing Exchange 2007).• Project Lead for Data Backup and Recovery using Symantec NetBackup, Backup Exec, and Enterprise Vault.• Project Lead for Data Backup and Recovery using i365 E-Vault (Disk-To-Disk) backup solutions.• Project Lead for implementation, support, maintenance, and upgrade of Hitachi AMS200/AMS500 SAN system for e-mail and document storage and retention.• Project Lead for implementation of scripts and no-cost monitoring process, procedures, and software to monitor & log Critical infrastructure and network functions including up-time, services, e-mail, SQL jobs, server disk usage/capacity, and server performance.• Provided input and developed Disaster Recovery/Business Continuity plans and procedures for mission-critical systems to be relocated at secondary sites in the event of natural and/or pandemic disasters.• Provided backup Citrix support and maintenance for User, Server, and Software Moves/Adds/Changes.• Provided backup VPN support for User Moves/Adds/Changes.• Provided backup Blackberry and BES support and maintenance for User and Server Moves/Adds/Changes.• Provided backup 1st/2nd/3rd Level Support for the Help Desk and Application Support Teams.

Provided backup IT support for NetCentral Mortgage, LLC and freelance IT consulting.

Member of a five-person Leadership Team in the Technical Support Services/Network Operations Center (TSS/NOC) for a financial technology firm that provided back-end processing for US banks and financial institutions.• Provided 24x7 2nd-Level support for 300+ financial institutions utilizing Metvante’s Wide Area Network solution (AT&T Frame Relay with Cisco Routers), over 900 Metavante servers locally, and over 2000+ ATM’s nationwide in the NYCE and TYME networks.• Responsible for notifications and escalations of significant client outages (internal and external) to the external clients, senior Metavante management, and Metavante partner vendors at AT&T and Cisco including actions performed to date, next steps, resolution under Service Level Agreements, and post-incident analysis.• Worked with members of the Leadership Team to develop process and procedures to become Proactive and Preemptive in identifying client network issues, notification to clients, and ways to drive and increase Mean-Time-To-Recovery.• Managed and led team of 13 direct reports (out of a department size of 45); had the 2nd largest team. Duties included: establishing accountabilities and priorities to meet/exceed client expectations; Scheduling of employees to ensure maximum coverage per shift; Team Coaching, Mentoring, and Personnel Development by assignment of workflow and tasks to develop team member’s knowledge, skills, and abilities and stimulate maximum productivity of employees; document team performance on significant Critical and/or Global issues to identify service improvements, lessons learned, and client feedback to increase personal and team productivity and performance; identify, mentor, & train management candidates on the team to ensure team continuity and business succession; and aministrative management duties including Hiring, Firing, Performance Evaluation, Salary Reviews, and review of TSS/NOC budget for Activity-Based Costing internal chargeback’s.

Operation, Technical, and Leadership/Management support for classified US Government Voice, Data, and Local Area Network in Washington, DC and overseas assignments including:• 1996 – 2000 – LAN Support Branch (Washington, DC)Led seven-person team providing 1st/2nd/3rd-Level Support for overseas LAN network, Users, and Administrators (mixture of Staff and Contractors). Provided Requirements Analysis of LAN hardware and software requirements using Cost Benefit, Risk Analysis, and System Development Life Cycle Methodologies. Provided Configuration Management and Project Management leadership for tracking development, testing, and implementation of LAN hardware/software. Created and implemented Quality Assurance test plans, policies, and procedures for LAN hardware and software requirements. Conducted LAN System Audits and Operation/Maintenance inspections using existing CIA best practices and procedures. Served as Branch Virus Protection Officer for investigation and resolution of Malware incidents reported by overseas LAN Administrators. Performed LAN installation and training for Users and Administrators. Provided input for Department Charge-Back costing process and procedures to internal CIA departments and external users for overseas LAN/Telecommunication support. Served as acting Supervisor during absence of Senior Management.• 1993 – 1996 – Telecommunication Data Center (Washington, DC)Provided 24x7 Support and Maintenance for 100+ Voice/Data circuits and systems at a classified facility.• 1991 – 1993 – US Embassy (Persian Gulf Region) Provided 24x7 Secure Voice and Data Support and Maintenance for a US Embassy and US Consulate site.• 1989 – 1991 – Telecommunication Data Center/Relay Facility (Western Europe)Provided 24x7 Support and Maintenance for 100+ Voice and Data Communication Circuits (Landline, HF, and Satellite).• 1988 – 1989 – Training (Washington, DC)One year training program.

Inbound Order Entry & Sales along with Customer Service & Care