• Design and implement complex voice systems. • Provide guidance to customers to resolve issues with voice systems including SBCs, ASIP/SIP trunks, dial peers, CUCM and secure phones.• Configure, install and manage Cisco switches, routers, ASAs, ASRs, and Juniper Firewalls.• Implement dynamic and static routes to ensure connectivity to remote missions. This includes BGP, EIGRP, RIP, OSPF• Build and design iDirect systems to meet customer needs. Configure distributed systems to ensure fault tolerance.• Manage and configure multicast streaming to multiple sites providing QoS to ensure quality is clear.

• Installed, configured and STIG'd Cisco network devices. Including ISRs, ASRs, firewalls and Catalyst switches.• Provided overall system administration to Vsphere and hosted VMs. Including STIGs, patching and configuration. Performed regression testing.• Rolled over several new security initiatives, including Full Disk Encryption, HBSS deployment to servers and workstations and major patches to servers and workstations.• Configured SCCM to deploy patches, applications and OS installs to different endpoints campuswide.

• Constantly evaluate and implement Least Privilege Access• Eliminate unnecessary expenses by simplifying and optimizing software, network and services. (Saved $30k a year within first 2 weeks.)• Design and configure Network and Infrastructure• Setup and manage several VMs (VSphere and Hyper-V) on Dell and HP Blades.• Establish, maintain and secure Domain Controllers, File, DNS, Print, SCCM servers• Restrict and optimize network traffic through Cisco ASAs.• Establish baseline for PC Images utilizing best practices and secure implementation.• Segregate wireless network access by use of Ubiquiti Access Points• Apply GPOs to enforce NIST security requirements and ensure compliancy through regular auditing.• Increase security by establishing secure VLANs with restricted access to other network subnets.• Optimize Symantec Antivirus to disable unneeded applications, services and ports.• Conduct Software upgrades, Operating System Deployment, Auditing, Software Distribution, Software Metering through System Center Configuration Manager (SCCM)• Manage Office 365, Azure AD and Intune Services.• Deploy secure VPN solutions to remote employees.• Manage PKI both externally and internally (SafeNet Identrust Certificates and Internal PKI)

• Mentor, train and provide leadership to the Help Desk Team.• Develop documentation in order to guide users and IT in troubleshooting, procedures, and provide reference material.• Travel to sites and meet with end users to identify business needs and implement secure solutions.• Bring new sites online and migrate existing sites throughout the Americas to comply with company IT standards.• Configure Juniper Firewalls, HP/Cisco Switches, and Ipanema QoS devices at each site.• Plan and implement wireless solutions utilizing Aruba Access Points.• Maintain core servers, DC, DHCP, File servers and ensure backups at each site.• Maintain and configure core server architecture, network appliances, and ensure site connectivity.• Manage Cisco Unity Call Manager.• Work closely with vendors and contractors to meet project deadlines.

• Manage customer interaction and overall experience with Technical Support.• Interact with Engineers, Sales, Product Management and Developers to resolve customer issues.• Work with customers to solicit feedback to provide further enhancements to existing products.• Act as a technical and supervisory lead to Technical Support engineers.• Develop onboarding documentation and provide guidance to new engineers.• Examine and resolve advanced technical customer issues.• Manage interactions with Professional Services and Technical Support to surpass customer expectations while at customer sites.

• Mentor, train and provide leadership to the Help Desk Team.• Bring on board and train level 1 Help Desk technicians to support internal users.• Create meaningful documentation and training to guide users and IT in troubleshooting, procedures, and reference.• Setup and maintain SafeNet Authentication Service (SAS) and SafeNet Authentication Manager (SAM) with associated tokens (MobilePASS and eTokens/smartcards).• Ensured compliancy with two factor authentication globally.• Manage Active Directory to include, but not limited to, provisioning user accounts, password resets, adding users to groups, configure users for two factor authentication, adding computers to the domain, organizing OUs.• Administer Exchange 2007. Manage Distribution lists and user accounts.• Set up and configure mobile devices to sync with Exchange.• Provision cellular phones and MiFi devices and manage these devices, their data and voice usage.• Responsible for software, hardware and VPN deployment globally.• Ensure that tickets are resolved accurately and within the SLA.• Raised Global Customer satisfaction from 65% to 99% over the course of 1 year.• Utilize SysAid to discover ticket patterns, common issues and workflow to develop strategies to increase efficiency.• Create and deploy PC/laptop Images to be deployed globally. Provide software updates and additional security requirements on each machine. Utilize SCCM 2012 for patching, software, and operating system deployment.• Seek out new solutions to meet current and future organizational needs.• Work closely with vendors and contractors to meet project deadlines.

Provide a tier 2 level of support for end users. Diagnose and repair hardware and software issues with computers on location. Provide network support which includes diagnosing network connectivity, making ports active on a switch/hub, running cable lines. Troubleshoot wireless connectivity between wireless devices on the network. Configure and troubleshoot palm devices and syncing with Groupwise and Palm Desktop. Install and troubleshoot the following applications: Citrix Metaframe, Premis, Groupwise, Novell client, Syncwise Pro, Lawson, GTE, Orsos, Caremedic, Softmed, Synquest, Cbord, 3M Coder. Configure and deploy equipment such as computers, laptops, palm devices, laser, inkjet and label printers. Move and redeploy equipment when necessary. Record and trace calls using Support MAGIC. Maintain a professional atmosphere.

Diagnose and troubleshoot Apple Hardware and Software. Provide technical support to end users. Diagnose and repair issues with Mac OS 8, 9, and 10. Troubleshoot wireless connections between computers and wireless routers. Escalate when necessary.