Stephan Roche Email & Phone Number

Cape May Court House, New Jersey, Us

-Led the Technology team overseeing key functional areas, including Servers, Networking, Telecommunications, Desktop Support, and Service Desk operations.-Directed the Epic Hardware rollout across the Medical Center and Ambulatory locations, ensuring successful implementation and deployment.-Oversaw the technical aspects of Diagnostic Imaging and Emergency Department (ED) renovations, ensuring seamless integration of new systems.-Managed the replacement of Workstations on Wheels (WOWs) for the Medical Center, coordinating logistics and system updates.-Led the replacement of the Core Routers, ensuring minimal downtime and seamless network integration.-Oversaw and administered the IT budget for the Medical Center, ensuring cost-effective allocation of resources and alignment with organizational goals.

Altamonte Springs, Florida, Us

• Successfully executed migration to Azure Active Directory, enhancing security and efficiency. • Managed seamless domain name change post-rebranding, maintaining uninterrupted business operations. • Implemented comprehensive patching solutions for Windows Servers, Linux Servers, VMware, Palo Alto Firewalls, and Cisco Meraki Security Appliances, among others. • Renewed 2100 Google Workspace Enterprise licenses and deployed 500 Google Frontline user licenses, resulting in significant cost savings. • Orchestrated successful Disaster Recovery Test, ensuring mission-critical applications' recoverability. • Optimized Help Desk, reducing Time to Restore Service through strategic right-sizing. • Revamped Jira Service Desk queues to expedite response and resolution times. • Elevated end-user satisfaction by capturing crucial data in Jira Service Desk for root cause analysis. • Implemented efficient call routing, reducing ticket resolution time by redirecting to appropriate departments. • Streamlined budget by consolidating hardware vendors, leading to substantial cost reduction. • Upgraded 900+ workstations from Windows 7 to Windows 10, ensuring optimal performance. • Managed rollout of Microsoft 365 to 400+ end users. • Enhanced workstation security via Azure Active Directory Joining and cost-effective Chromebook license management. • Spearheaded quarterly vulnerability scans and penetration tests, fortifying external systems' security. • Led phishing exercise and companywide training to heighten cybersecurity awareness. • Implemented Sentinel One XDR Solution and Duo Multifactor Authentication. • Orchestrated migration to Cisco Meraki environment, reducing mobility costs by migrating over 100 cell phones and 300 Jetpacks to a new provider.

Wayne, Pa, Us

• Orchestrated excellent customer service within the ITIL framework, ensuring Tier 1, 2 and 3 level Windows, Unix, and Storage engineers were proficient in supporting product offerings. • Optimized ticket management through Service Now, resulting in reduced open Incident and Request tickets, and streamlined resource allocation. • Reduced Time to Restore Service for critical incidents through streamlined incident procedures and escalations. • Automated incident ticket handling, leading to significant reduction in ticket volume. • Ensured successful Disaster Recovery Tests by assigning well-trained engineers. • Minimized Change Failures through coaching and adherence to policies. • Enhanced customer satisfaction by effectively escalating critical and crisis tickets between Tier 1, Tier 2, and Tier 3 teams. • Assessed the Technical Operations Center's capacity and capabilities to ensure seamless support for new products. • Reviewed and approved Root Cause Analysis reports for distribution to customers and internal stakeholders. • Developed incident handling processes and procedures, leading to increased customer satisfaction and reduced service restoration time. • Provided integral infrastructure support for SunGard Cloud Services, encompassing Enterprise Cloud Service, Hosted Private Cloud, and Oracle Cloud Services.

Wayne, Pa, Us

• Supervised Tier 2/3 team of Network, Compute and Storage engineers within an ITIL framework.• Supported Managed OS Service for Windows, Red Hat Linux, Solaris, VMWare, AIX and HPUX.• Supported Managed Internet, Managed Router, Managed Switch, Managed DNS and Managed Load Balancer Network Services – Cisco and Juniper.• Supported Managed Tape Services for IBM Tivoli Storage Manager and Symantec NetBackup.• Supported Managed Storage Service - EMC, Netapp, HP, and 3Par.

Wayne, Pa, Us

• Ensured managed services were delivered properly to over 40 customers with an annual run rate of over $14,000,000.• Managed customer incident, change, request, problem, and project tickets to ensure they are addressed in a timely.• Responsible for coaching the National Customer Care team for Internal and External Audits.• Ensured all Service Level Agreements were meet including Notification, Service Availability, and Internet Availability and Process credits for violations.• Provided customers portal training for Ticket creation, Ticket Notification, Contact Management, CMDB, Document Management, and Patch Management.