Steven Parish Email & Phone Number

Webster, New York, United States

Rochester, New York, United States

• Worked with the Project Management Office and partners to prepare and onboard departments for customer service functions to be performed by the RIT Service Center • Supervise and coach 6 Service Center Analysts• Escalation point for Service Center Analysts and ITS Support leadership for difficult customer service situations• Identify and implement process improvements for the RIT Service Center and partner service offerings to improve customer service experience

Rochester, New York

∙ Lead teams in ITS in process improvement efforts using Lean/Six Sigma methods including DMAIC and PDCA∙ Contributes as part of the ITS Service Operations team in development, implementation, and adoption of ITIL Incident Management, Problem Management, and Request Fulfillment processes.∙ Incident Manager for Major Incidents to coordinate restoration of critical service during outages∙ Problem Manager for problem efforts related to Major Incidents and trending low priority incidents to determine root cause and implement solutions to prevent recurrence of incidents.

Rochester, New York Area

∙ Managed nine full time and eight co-op employees to provide IT support for six colleges, “C-level” executive leaders, three global campuses, and 65 computer labs.∙ Led cross functional team in a ITS objective to develop and implement student employment program to maximize efficiencies and student employee experience ∙ Worked as part of the Director’s management team to architect service based support model for ITS Enterprise Support and multi-department reorganization to better align support services∙ Worked in ITS and Campus IT teams to develop strategies and road maps for IT career paths, Virtual Desktop Infrastructure, print services, license services and system log management∙ Aligned all college support agreements to the same service levels and pricing structures∙ Restructured all supported computer labs to be available 24/7/365 using remote management, automation, and ID door access∙ Led team to design and implement proactive tools and monitoring services to discover incidents before impactful downtime

Rochester, New York Area

System Administrator managing all IT requirements for academic department. Manage four part time technicians for daily operations.- Managing System Administrator for department of approximately 1000 students and 50 faculty and staff members- Maintained MMET/PS Active Directory Organizational Unit using additional OUs and Group Policies- Planned and implemented Windows Server 2008 R2 RemoteApp application streaming to secure difficult webapplications that require out dated and unsecured browsers and Java run time environments- Planned and implemented remote lab access using Windows Server 2008 R2 Remote Desktop Gateway andConnection Broker for Remote Desktop Gateway Server Farm for access to virtual and physical lab PCs- Migrated all Windows and Linux servers to ITS Virtual Hosting to consolidate hardware and gain efficiencies in backup- Managed security of all servers and desktops for antivirus, antimalware, firewall, and host intrusion prevention- Contributing member and occasional team lead for President Destler’s IT Infrastructure Committee- Tested ITS implementation of McAfee Endpoint Encryption as part of new Endpoint Security Policy- Tested ITS implementation of Microsoft SCCM for deployment of Windows, software distribution, and profile migration- Implemented Nagios for monitoring and alerting for server uptime, service uptime, printer uptime- Worked on many projects for increasing department productivity and efficiency- Worked on many projects collaborating with ITS and campus System Administrators to facilitate working together, testITS systems for usability, and centralize systems to gain advantages from scale- Responsible for researching technology solutions, working with vendors, and making purchase decisions for IT purposes- Managed purchasing, RMA, and budgets for all department IT, PC/software, assets, and technician payroll

∙ Sole network administrator for Active Directory domain comprised of 74 Windows 2000/XP PCs, 5 Macs (OS X), and 1 UNIX server∙ Exchange 2003 administrator for 46 mail enabled users∙ Project lead for total change in production software from aging UNIX software (Atlanta Based Systems’ Summit) to Windows client/server networked software (Inventrix’s Labtrac)∙ Installed and maintained a wireless network for 21 production PCs∙ Maintained Trend Micro Office Scan network anti-virus protection and Watch Guard Firewall∙ Desktop support for 46 end users troubleshooting any hardware, software, printing, and networking problems∙ Maintained OS X desktops in Windows Active Directory supporting authentication using ADmitMac∙ Deployed 36 new PCs for production software switch using Altiris Deployment Solution∙ Administrated ACT! client contact database ∙ Administrated QuickBooks Pro 2005 databases and user accounts for 5 companies owned by BonaDent∙ Trained staff in use of new Inventrix Labtrac software, Microsoft Office, advanced Outlook, and general computer use∙ Performed many software installs of various packages and suites for staff∙ Performed back up and restore service for staff desktops using Veritas Backup Exec∙ Logged issues and solutions for tracking and knowledge base∙ Responsible for researching technology solutions, working with multiple vendors, and managing purchases for IT purposes

Master Of Business Administration (M.B.A.), Management Information Systems And Services

Information Technology, System Administration