Helpdesk Manager - Autoalert and Business Owner @ LCS

• Manage customer retention• Provide proactive customer management• Manage customer transition during implementation• Create, deliver and manage service proposals, contracts and SLA’s• Internal documentation of processes and procedures• Promote managed IT services and consulting• Develop and cultivate client relationships• Manage new client on-boarding• Build and deliver annual technology plans and budgets• Build and deliver monthly, quarterly and annual reports • Help Desk and NOC Support• Project Coordinator• Cost-benefit analysis • Microsoft Exchange: Office 365 - 2012 – 2010• Windows Server 2012 - 2008 - 2003 – 2000• Active Directory 2012 – 2008• Windows 10 - 8 - 7 - Vista - XP - 2000 – 98 – 95• Microsoft Office 365 - 2016 - 2010 - 2007 - 2003 • Proven Account Manager with extremely strong customer service skills• Productivity Efficiency, Analysis, Customer Service• Desktop Support and Training • Recommend and explain technologies to Sr. Management • Develop, design and install company routers, firewalls, VPN and RDP• Ensure companies meet, maintain and exceed mandated security and compliances• Manage and direct vendors, contractors and consultants• Report on current projects, identify issues, assessing impact and recommend solutions• Windows Systems Administrator - Engineer – Manager

• Manage and cultivate a technical relationship with enterprise level clients • Cloud hosting technical support• Change request management• VMWare / Hyper-V / VSPHERE• Build and deliver RCA's to clients per SLA’s• Coordinate with Account and Sales team to aid in regular service reviews• Document networks, procedures and policies to ensure consistent support of all client • Microsoft Exchange: Office 365 - 2012 – 2010• Windows Server 2012 - 2008 - 2003 – 2000• Active Directory 2012 – 2008• Windows 10 - 8 - 7 - Vista - XP - 2000 – 98 – 95• Microsoft Office 365 - 2016 - 2010 - 2007 - 2003 • Determining technology standards and practice • Recommend and explain technologies to Sr. Management • Manage system installation and Monitor effectiveness • Provide leadership and management of department staff• Develop, design and install company routers, firewalls, VPN and RDP• Ensure companies meet, maintain and exceed mandated security and compliances• Liaison between technical and non-technical business units• Windows Systems Administrator - Engineer – Manager

• SonicWall – Setup, configuration and troubleshooting• Windows Servers• Windows Active Directory• Exchange 2010 Servers with DAG Cluster• Windows 8 and 7 pro • Network administrator for 5 separate sites over 4 states• Watchguard - Setup, configuration and troubleshooting• Microsoft Exchange: Office 365 - 2012 – 2010• Windows Server 2012 - 2008 - 2003 – 2000• Active Directory 2012 – 2008• Windows 10 - 8 - 7 - Vista - XP - 2000 – 98 – 95• Microsoft Office 365 - 2016 - 2010 - 2007 - 2003 • Team Building, Ethics Training, Project Management, Logistics• Desktop Support and Training • Recommend and explain technologies to Sr. Management • Manage company security policies and implementation and systems • Ensure company meets, maintains and exceeds mandated security and compliances• Manage and direct vendors, contractors and consultants• Plan and Coordinate short and long term systems strategy and implementation• Liaison between technical and non-technical business units• Overseeing hiring and review process of department• Analyze workflow, delegate projects and meet departmental goals• Plan, implement and monitor new projects• Telecom Analyst - Designer – Support• Windows Systems Administrator - Engineer – Manager• Building Layout - Design - Implementation – Contracting

• IT Support to individuals and companies from 1 to 50 employees.• Microsoft Exchange: Office 365 - 2012 – 2010• Windows Server 2012 - 2008 - 2003 – 2000• Active Directory 2012 – 2008• Windows 10 - 8 - 7 - Vista - XP - 2000 – 98 – 95• Microsoft Office 365 - 2016 - 2010 - 2007 – 2003• Proven Account Manager with extremely strong customer service skills• Productivity Efficiency, Analysis, Customer Service• Team Building, Ethics Training, Project Management, Logistics• Desktop Support and Training • Determining technology standards and practice • Recommend and explain technologies to Sr. Management • Manage system installation and Monitor effectiveness • Provide leadership and management of department staff • Manage company security policies and implementation and systems • Develop, design and install company routers, firewalls, VPN and RDP• Ensure companies meet, maintain and exceed mandated security and compliances• Manage and direct vendors, contractors and consultants• Plan and Coordinate short and long term systems strategy and implementation• Liaison between technical and non-technical business units• Overseeing hiring and review process of department• Analyze workflow, delegate projects and meet departmental goals• Plan, implement and monitor new projects• Report on current projects, identify issues, assessing impact and recommend solutions• Set project scope, priorities, deadlines and deliverable schedules• Build, manage and monitor budgets• Analyze system hardware and software problems while developing technical solutions• Helpdesk Management and Training• Network Technician with over 25 years of experience• Telecom Analyst - Designer – Support• Network infrastructure solutions including Wireless - Wired - Fiber Optic• Windows Systems Administrator - Engineer – Manager• Building Layout - Design - Implementation – Contracting

• Cisco Router configuration and support• Cisco Switch and Catalyst configuration and support • Remote support and installation of over 200 routers • Design and implementation of secure tunnels to all ATM’s and banks• Project management to bring new banks and ATM’s on-line • Documentation and layouts for the internal workings of all banks• Microsoft Exchange: Office 365 - 2012 – 2010• Windows Server 2012 - 2008 - 2003 – 2000• Active Directory 2012 – 2008• Windows 10 - 8 - 7 - Vista - XP - 2000 – 98 – 95• Microsoft Office 365 - 2016 - 2010 - 2007 – 2003• Develop, design and install company routers, firewalls, VPN and RDP• Analyze system hardware and software problems while developing technical solutions• Telecom Analyst - Designer – Support• Network infrastructure solutions including Wireless - Wired - Fiber Optic

• Government Contractor• Contractor Supervisor• Telecommunications management• Productivity Efficiency, Analysis, Customer Service• Team Building, Ethics Training, Project Management, Logistics• Desktop Support and Training • Determining technology standards and practice • Recommend and explain technologies to Sr. Management • Manage system installation and Monitor effectiveness • Provide leadership and management of department staff • Manage and direct vendors, contractors and consultants• Liaison between technical and non-technical business units• Report on current projects, identify issues, assessing impact and recommend solutions• Analyze system hardware and software problems while developing technical solutions• Telecom Analyst - Designer – Support• Network infrastructure solutions including Wireless - Wired - Fiber Optic• Windows Systems Administrator - Engineer – Manager• Building Layout - Design - Implementation – Contracting

• IT Support to individuals and companies from 1 to 50 employees.• Microsoft Exchange: Office 365 - 2012 – 2010• Windows Server 2012 - 2008 - 2003 – 2000• Active Directory 2012 – 2008• Windows 10 - 8 - 7 - Vista - XP - 2000 – 98 – 95• Microsoft Office 365 - 2016 - 2010 - 2007 – 2003• Productivity Efficiency, Analysis, Customer Service• Desktop Support and Training • Determining technology standards and practice • Manage system installation and Monitor effectiveness • Develop, design and install company routers, firewalls, VPN and RDP• Manage and direct vendors, contractors and consultants• Plan and Coordinate short and long term systems strategy and implementation• Liaison between technical and non-technical business units• Analyze system hardware and software problems while developing technical solutions• Helpdesk Management and Training• Network Technician with over 25 years of experience• Telecom Analyst - Designer – Support• Network infrastructure solutions including Wireless - Wired - Fiber Optic• Windows Systems Administrator - Engineer – Manager• Building Layout - Design - Implementation – Contracting

• Midwest Regional IT support manager for one of the world’s largest security organizations• Territory responsibilities spanned 51 cities throughout 13 states• Hands on training classes and informational presentations for large groups• Managed 51-persons nationwide• Trained non-technology savvy users to be hands, eyes and ears in my absence. • Project managed all office moves, acquisitions and corporate roll-outs in a turnkey fashion• Mapped out all processes, designed a flow method, gathered all bids and awarded contracts• Productivity Efficiency, Analysis, Customer Service• Team Building, Ethics Training, Project Management, Logistics• Provide leadership and management of department staff • Manage company security policies and implementation and systems • Develop, design and install company routers, firewalls, VPN and RDP• Manage and direct vendors, contractors and consultants• Plan and Coordinate short and long term systems strategy and implementation• Liaison between technical and non-technical business units• Analyze workflow, delegate projects and meet departmental goals• Set project scope, priorities, deadlines and deliverable schedules• Analyze system hardware and software problems while developing technical solutions• Network infrastructure solutions including Wireless - Wired - Fiber Optic• Windows Systems Administrator - Engineer – Manager• Building Layout - Design - Implementation – Contracting• NOC activities• Active Directory design implementation and support • Created an ADT Domain followed by OU’s for each sales office and monitoring center