New York City Metropolitan Area
Twenty-eight years into my career in IT and I can honestly say soft skills are the keys to success. I truly believe that technology and the support of said technology can be difficult at times, however I truly believe its worth the effort. Helping people is what it's all about and doing so with empathy, active listening and LOTS of patience are more important than knowing everything. Showing your team that you are willing to roll up your sleeves to help is the real KPI for success. Be better at being a better person to everyone you assist. These are the hallmarks of great IT support that builds fantastic relationships with your team and clients.
Providing World Class IT support and consultation services for clients in the New York Metro area.
Resolve issues related to software used to sync client information for machine learning. Software installs, troubleshooting client-side issues with the web interface and sync software. Worked with client side IT to install product at multiple locations/clinics. Developed and updated best practices for resolving client-side incidents.
Provided support and IT engineering to various clients in the NYC metro area. Managed servers, O365, security (Sonic Wall, End Points), security training, on-boarding/off-boarding new client users, PC/Macs. Worked with sales and performed on-site accessments and recommendations. Mentored junior IT team members.
Managed a team of 10 (eight onsite and 2 off-shore) technicians in a 100% WINTEL Environment for 750 users. Mentored junior members of the team and worked with senior members on remediating major issues, projects, automation, and staffing concerns. Structured the team based on experience into basic ITIL Desktop support model (tiers one through three) in order to maximize team efficiency and prioritize incidents/requests. Supported all C-Class executives, partners and key personnel with white-glove service. All SLA’s were met once made team lead. Responsible for monthly metrics and reporting. Analyzed data for trends and CLCA (Closed Loop Corrective Action) for chronic issues.
Managed all IT needs for a 100 user Wintel/Apple environment, reported directly to CFO. Responsible for all offices (New York, Arkansas, California, Tel Aviv, China). Key projects completed: -VOIP Hosted PBX Upgrade: Current phone system was beyond end of life. User base no longer had voicemail access. Researched, interviewed, and chose the right vendor for Hosted PBX rollout. Configured templates for all departments including conference lines, custom address books, and other user requested functions. Worked closely with vendor to guarantee a smooth transition to the new system. -Wintel/Apple lifecycle program: Performed an audit of all technology company wide. Researched best options for purchasing and mapped out a new life cycle program. Worked with CFO to get best possible pricing. Sent questioners to user base to discover pain points with current equipment to help alleviate pain points in the future. Purchased, configured and created base and custom images for each department as per ITIL best practices. Securely formatted equipment and created a hardware donation program that offered EOL equipment to the user base and properly recycled anything not donated. -Exchange Migration to Office 365: Purposed, planned and implemented the company’s migration from in-house Exchange 2010 to Office 365 Exchange services. Configured all Wintel/Apple devices while offices were closed. Copied users Auto complete info over to new Outlook profile to insure no data was lost. Created a VM of the old Exchange 2010 server before it was to be decommissioned and repurposed. -Decommissioning EOL Servers and Network equipment: Servers were converted to VM's to be placed on an ESXI host server. Part of an IT roadmap to bring down IT costs, streamline IT services, make them easier to manage, and upgrade moving forward.