• Brought on during the firm’s period of rapid growth (including 18 new hires over the following months) to provide expert guidance to our key stakeholders, and minimize disruptions to end users• Functioned as the sole IT infrastructure resource in New York, providing the Head of IT Infrastructure with a trusted pair of hands so that he could focus on other responsibilities• Managed team of onsite consultants and external vendors, including the delegation of responsibilities and desktop support requests, and served as a point of escalation• Ensured high availability and working order of all end-user technology though Active Directory, Group Policy, MDM, and SCCM, including desktop imaging and deployment, patch management, software deployment and systems monitoring in both DEV and PRD environments• Liaised with 3rd party vendors such as ISPs and network teams to manage our connectivity throughout our environment as well as our AppSupport/developer teams assisting users with internally designed applications• Oversaw the US IT budget, including negotiation of various contract renewals, purchasing of new and replacement/upgraded equipment and subscriptions, and maintenance agreements• Responded to crises as needed, prioritizing requests to ensure minimal business impact• Refined our redundancy procedures through optimizing services that were no longer meeting the expectations of our user base• Designed and implemented disaster recovery and business continuity procedures and performed annual tests• Implemented firm-wide cybersecurity measures, including network level firewall upgrades, identity and access control systems, MDM and 2FA for mobile devices, bi-annually entitlement reviews for file shares and security groups, and user training• Coordinated IT wind-down after business decision to return investor funds by decommissioning of systems in the US data center and office, buyouts of contracts, asset disposal, and handover of physical office to subtenant

• On-site resource (from August 2015 – October 2015) at Arrowgrass Capital Partners, providing full-service IT infrastructure solutions and onsite liaison back to the helpdesk• Assumed complete ownership of service requests and provided all-inclusive 2rd line IT support to entire organizations, including desktop, server and network hardware, as well as the configuration and administration of Windows based domains, Exchange, Active Directory, DHCP and DNS

A Managed Services Provider (MSP) of approximately 10 employees in the greater NYC area servicing over 75 clients of small to medium sized businesses. Responsible for implementing solutions based on the client's needs and budgetary constraints within a contractually based SLA while taking ownership of each ticket until resolved. Performed in multiple roles simultaneously, including as a senior network and systems engineer, internal systems administrator, and operations coordinator.• Designed network solutions, including servers, desktops, VoIP solutions, SonicWALL firewalls, switches, and routers• Virtualized environments both in house and in the cloud• Managed VPN systems and other means of remote access• Deployed desktops via Windows Automated Installation Kit and Windows Imaging• Supported various industry specific database software for clients• Implemented cloud based services including email continuity and spam filters• Devised business continuity and disaster recovery solutions, including on-premises and off-premises backup solutions• Assessed potential clients and served as point of contact during the onboarding process• Performed office moves when clients relocated to new or expanded office space• Assisted end users with technical issues on their workstations and mobile devices• Oversaw service tickets automatically generated via Virtual Systems Assistant (VSA) software to proactively prevent potential system issues from occurring• Configured and deployed new desktops to end users• Maintained onsite backup systems via Acronis True Image Server• Provided patch management to all monitored endpoints• Removed virus and malware infections from compromised systems

Responsible for all internal platforms used within the organization• Maintained internal helpdesk software Kaseya (for VSA access to endpoints) and ConnectWise (internal ticketing system) while migrating both systems to more efficient hardware, reducing the amount of down time for end users• Administered internal systems including company owned servers, desktops, and networking equipment• Renovated internal data center to be more powerful with upgraded and repurposed equipment, utilizing less physical space and power• Controlled employee access to network via Active Directory and Exchange• Supervised operations and reliability of clients’ off-site backups on in house and offsite equipment• Streamlined ticketing process so that service requests were created more efficiently through prioritization, which in turn lead to decreased response time from service engineers

First point of contact for clients, handling client and vendor requests, while building professional relationships• Delegated and assigned all service requests that come into the company, averaging 250+ tickets daily, both user and system generated• Created onboarding systems and procedures for new hires; served as mentor amongs junior employees• Determined when client work was considered out of scope of their SLA and coordinated with client on how they would like to proceed