Combining smart technology with modern, welcoming clinics, Carbon Health delivers a uniquely seamless experience — with virtual and in-person appointments, primary care, urgent care, and mental healthcare — to meet you where you are. We aim to make the exceptional expected.

• Oversaw all day to day IT support operations for our growing offices throughout AMER, with significant influence on global operations. Responsible for planning and organizing your team’s activities to ensure the successful delivery of projects and initiatives. • Successfully built and scaled a customer focused, technical support team, including hiring, developing, and performance management• Ensured the team is equipped with the knowledge, training, tools and mentorship to successfully support/operationalize existing or new technologies• Designed, implemented, and managed policies or procedures for incident and problem management, ensuring high availability, efficiency, and security• Managed major IT incidents and communications to our employee base• Understood evolving business needs across the organization to develop solutions that drive efficiency, scale, or innovate the support experience• Built, refined and delivered regularly operational health metrics/reports (IE CSAT, Mean Time to Resolution (MTTR), Ticket Age, etc) to ensure the successful delivery of services• Develop and executed strategies or initiatives that align to CorpEng’s goals, scale operations, or innovate the support experience• Develop and refined operational metrics to measure customer satisfaction, trends, employee productivity, and opportunities

• Manage a global team of 11 Service Desk Analysts providing employee growth, professional development and advancement, spanning regions across EMEA, APAC, and North America • Directed global office relocations and build-outs, including AV, telecom and networking, managing vendor quotes and timelines • Provide direction on both domestic and international employment trends, staffing highly qualified candidates in lower cost regions. Thereby reducing operating expenses in the Service Desk• Produce and Implement scripted automation to support the yearly Advent client conference. Improve overall costs, simplifying procedures, creating efficiencies. Delivering a high-level customer experience to clients for more than 1000 attendees• Design and analyze daily/weekly/monthly metrics of all Service Desk incidents, total ticket counts, time to close, survey results, and customer satisfaction required for an enterprise-level global Service Desk team• Integrated customer service platform Service Now ticketing system, reducing repetitive issues, implement self-servicing KB articles and system automation to reduce total tickets by 10% annually• Created a new hire onboarding employee success experience, improve an employee's day-one by collaborating with HR and Facilities • Manage yearly Service Desk budget, working with IT management and Finance manager to track and report budgetary numbers • Continuously innovate, identify and implement the latest trends in technology to improve organizational structure, security and communication, creating an efficient results-oriented workplace • Manage vendor relationships and procurement, configuring the technology specifications, negotiate pricing, and leverage bulk ordering• Provide timely companywide communications needed for IT impacting events such as outages, Microsoft patching, enterprise upgrades, and potential threats to systems

• Served as project lead in the deployment of more than 600 laptops and desktops with asset tracking and delivery timeline requirements• Designed and supported ESXi5 cluster using NetApp storage to virtualize physical servers in QA and Development Lab• Lead onsite IT support at annual client conference, including vendor relations and computer imaging• Provided technical support for company’s desktops, laptops, peripherals, and all associated software; Severed as lead Help Desk technician providing guidance and mentoring for mid-level technical team• Worked with Windows 2008 Servers and provided Active Directory administration • Administered Exchange 2010 Servers creating and managing email resources • Administered lab of more than 200 servers in a critical path for Product Development and Quality Assurance, created and maintained scripts for automation• Tracked Help Desk requests and ensured final resolution on all tickets, served as escalation point• Provided administrator support for VMware ESX/ESXi Infrastructure and associated virtualized servers• Updated documentation required for maintaining and managing an enterprise-level Help Desk team• Administered Symantec ghost server used for imaging new systems, and maintained training facilities• Supported Cisco Tandberg video conference system, used globally• Coordinated with Global IT staff in New York, Boston, Florida, London, Stockholm, and Beijing• Trained new employees, welcoming new hires to Advent's community, and discussed IT policies and procedures

• Administer Windows 2003 Servers within an Active Directory networked environment. • Troubleshoot desktop/laptop software, hardware & peripherals issues within an Active Directory networked environment. • Distribute and track helpdesk incidents using a web based ticketing system to completion.• Upgrading and installing/configuring PCs, using ghost cast server to facilitate process.• Provide guidance and mentoring for junior members of the staff, develop and present in-house technical training.• Provide detailed documentation of SOP’s, updating existing IT workbook. Move in Process• Manage daily backups tape schedule, using Symantec Backup Exec 10.• Manage Telecom / Phone system, Avaya IP Office 412.

•• Administered Windows 2003 and Exchange servers for two San Francisco sites in an eleven-site national network• Project managed the installation of multiple Avaya IP Office telephone system• Managed office move, setup of all data and telecom services, internal wiring and server room build-out• Setup and maintained Cisco firewall and VPN router hardware, maintained remote clients and site-to-site connectors• Created Ghost images of standardized server, desktop and laptop systems for national deployment• Managed wireless communications, including 802.11, Blackberry, and Treo units• Built video encoding computer systems locally and deployed units nationally• Provided support for legal transcript software and hardware for in-house court reporters and business clients• Provided all end-user computer support for Windows 2000 and XP desktop and laptop systems• Managed daily backups tape schedule, using Symantec Backup Exec 10• Managed Telecom / Phone system, Avaya IP Office 412• Managed vendor relationships and contract negotiations

• • Designed and installed Windows NT/2000 network, including setup of PDC, BDC, WINS, DHCP, NAV and VPN at San Francisco, Los Angeles, Dallas, Chicago, and New York - Result: centralized administration and security of file-sharing, printing, and remote access• Provided expert second-tier Help Desk support and training for Windows XP, Unix, 2000, NT, 95/98, and Macintosh systems - Result: high level of customer satisfaction and improved department reputation with customer base• Implemented Exchange 5.5 and Lotus Notes 5.x for email, contact, and calendar server; finalized on Lotus Notes as corporate solution• Replaced all non-standard computers, standardized on an IBM platform for both desktop and laptop; improved reliability of all systems and streamlined MIS operations; kept downtime to a minimum• Administered telephone system and support for Mitel SX-2000; acted as liaison for all Telco vendors; implemented video-conferencing system utilizing ISDN/IP

• • Administered the Windows NT 4.0 local area network, which included creating and maintaining user and group accounts, developing directory file structure and security, monitoring network efficiency, troubleshooting network hardware and software, performing daily backups of servers, and setting-up the printing environment• Designed the company intranet, installed and configured Microsoft Internet Information Server 4.0• Managed the internal mail and directory server, Netscape messaging server V3.5• Provided end-user desktop support for the company’s Windows 95, NT, and Macintosh systems