Supported Insurance Service’s applications. Worked autonomously toward reaching company goals and meeting project objectives. Handled escalations and engaged regional support when needed.• Partnered with regional service centers and development team, ensuring resolution of escalated requests from clients.• Maintained knowledge base, confirming that processes and procedures were updated and relevant. • Coordinated, scheduled, and completed upgrade and decommission of Windows servers, improving server fulfillment turnaround time and reducing carbon footprint.• Tested functionality of internal applications in IAT & Production environments after scheduled releases validating quality of product and identifying any gaps to be resolved.• Reviewed user stories, initiating and completing QA and test plans in Rally.• Deployed code changes in IAT & Production via BladeLogic, controlling release management.• Partnered with Global Security Organization to properly vet and test security vulnerabilities of vendor applications.

Sold payroll software and provided online demonstrations of product based on client’s needs. Closed business opportunities with owner operators, Controllers, Accountants, Payroll Managers, and end-users. Developed sales opportunities and referral relationships with prospects and clients within Small Business Solutions (1-49 employees) market. Scheduled and facilitated account reviews with clients to identify opportunities to sell additional business such as worker’s compensation and retirement plans.• Identified customer high impact needs, providing customized solutions and value to close sales.• Developed strong client relationships within highly competitive environment through social networking and incentive programs.• Attracted and attained loyal clients by building relationships of integrity and knowledge.• Utilized both prospecting and account management sales tools, targeting potential clients.• Maintained professional relationship with clients, while serving as dedicated central point of contact.

Managed and maintained data center infrastructure components. Led data center continual service improvement initiatives. Ensured all Change Requests were opened, approved, and closed.• Documented all Change Management, Incident Management, Problem Management, Configuration Management, and Critical Incident Management processes based on ITIL best practices, resulting in highest audit score in company for all departments globally for 2011.• Created, maintained, and implemented SharePoint document library and user permissions, providing organizational transparency and security.• Decommissioned over 200 data center servers and coordinated asset disposal pickups with vendor, decreasing global carbon footprint and increasing savings by significantly cutting power and cooling costs.• Negotiated data center planned outages and provided on-call weekend support, reducing impact and risk to production.• Assembled, racked, cabled, labeled, and configured remote connectivity on new physical on demand Windows and Linux servers, improving server fulfillment process from 2 weeks to 72 hours.

Supported Executive and senior management. Built and configured laptops and PCs to user specifications. Identified and resolved local LAN network issues on switchgear. Worked with vendors to provide service agreements for all network printers.• Implemented and championed 24/7 Executive support team for Senior Management, improving response time and quality of support all hardware / software related issues.• Received Special Recognition Award for excellence by providing cross-departmental support to ADP Employer Services Telesales Support Partners.• Developed and updated processes and procedures, and coordinated documentation efforts, standardizing software installations and eliminating reconfiguration of software after initial installation.• Coordinated, scheduled, and completed new hire setups and associate relocations with telecom and facilities, ensuring professional experiences.• Rolled-out departmental lease replacements for laptops and desktops with most up to date images and operating systems, while remaining compliant with security threats and software compatibility.• Initiated green IT recycling initiatives by working with environmentally-compliant vendors.

• Administered and enforced network file and directory security, ensuring data protection.• Deployed software patches to collections of servers and workstations via SCCM, adhering to security policies.• Managed storage and backup solutions via BrightStor and sent tapes offsite daily, safeguarding data restoration for disaster recovery.• Developed and updated processes and procedures, and coordinated documentation efforts, standardizing software installations and eliminating reconfiguration of software after initial installation.• Worked with vendors to order, replace and update hardware components for servers in data center.