Loyal ITIL Certified MSP Leader with Military Precision

PROFESSIONAL EXPERIENCE

MSP (2019-Present)
Team Lead – Client Support (2021 – Present)

• Point of escalation for Client Support and Onsite Team members. Develop and build relationships with primary and secondary accounts. Project planning/application rollouts/workflow changes/instruction and direction for teams.

Implementation Support (2020 – 2021)

• Created a project plan for each client, detailing the tasks that need to be completed for the timely installation of FlexHbybrid or FlexPlubic Cloud solutions. Ensured all teams (Project, Integrations and System) are aware of all key deliverables and project milestones as they arose.
• Assisted external clients with project plan to implement technical systems, software, hardware and/or solutions. Evaluated client needs and developed configurations that support business processes. Executed on delivery and implementation plans. Tested and troubleshoot final system setups. Provided training and end- user support during and after the implementation process.

Onsite Client Support Technician (2019-2020)

• Provided onsite client support for 25+ sites throughout New York area. Instructional training for onboarding new clients via Citrix and / or VPN connectivity for remote access. Published and Managed Citrix applications via Citrix Studio.
• Created/Managed AD accounts, groups & permissions, Installed, configured & managed print queues. Troubleshoot DNS, DHCP and TCP/IP issues. Computer management in ConnectWise Automate and Control
• Maintained, managed, and troubleshoot client hardware including PC and Mac workstations, and laptops

Pharmaceuticals (2018 – 2019)
IT Service Desk – Level II

• Capitalize on the opportunity to lead client-centric project initiatives, including facilitating cross-functional meetings with business units to link technology to operational goals. Collaborate with IT Project Managers to develop targeted plans and solutions. Monitored critical team progress to deliver on-time goals. Resolved issues via dynamic methodologies.
• Executed tape backups, profile backups, and fulfill restorations restore requests using Veritas Backup Exec. Provided on-call support for networking, storage, and data backups and facilitated critical executive support. Delivered excellence in onsite support for 125 users and 30 remote users. Troubleshoot connectivity issues and software/hardware tickets.
• Documented and created training lesson plans for new hires on IT equipment use.
• Created technical documentation procedures for an in-house knowledge base (KB) article.
• Actively support meeting software, including WebEx and conference room A/V setup and issues.
• Lead IT teams across multiple projects with WinMagic, Windows 10, Laptop upgrades, and Office Pro 365.

JPMorgan Chase (2017-2018)
Data Center Engineer

• Expertly handled rack and stack servers, routers, switches, and IT hardware at 2 locations within an 180,000-square-
• foot Corporate Data Center housing 50,000+ devices. Facilitated cabling of networking devices using Single Mode/Multi
• Mode Fiber and CAT 6 Copper. Loaded OS, configured HP iLO and Dell iDRAC, and troubleshot connectivity.
• Installed, configured, troubleshot, and maintained servers, routers, and switches (i.e. HP ProLiant, HP C7000
• BladeSystem, Dell PowerEdge, Dell PowerVault, IBM iDataPlex, Cisco 2900/3900 ISR, Cisco Nexus 2000/5000/6000/7000
• Series SAN switches, Cisco Catalyst 6509/3750/3650/3560, Brocade DCX 8500 Series SAN, and Bluecoat SG 9000 Series).
• Led server implementation, support, and decommissioning within a secure raised-floor environment.
• Proactively managed all ticket incident resolution, asset management, and logistics via HP Service Manager.

MSP (2016-2017)
Desktop Engineer – Level II

• Spearheaded details-centric server and email support, including performing server maintenance, low storage space, alerts, backup checks, and file restoration using StorageCraft ShadowProtect and iManage. Constructed and managed
• Active Directory policy per clients’ request. Created and managed mailboxes, distribution lists, and public folders.
• Efficiently worked with RAS VPN and terminal server connections, network printer setup, and configurations. Managed and upgraded firewalls (i.e. SonicWalls). Administered firewall filtering with real-time spam black lists for incoming email. Handled AV monitoring. Monitored service board for evening shift. Documented daily activities in ConnectWise.
• Skillfully managed network infrastructure, desktop images, and accounts for multiple clients.
• Performed daily administration and maintenance for desktops, servers, and networks using Kaseya NOC.

Business Publishing Company (2015-2016)
Senior IT Support

• Directed infrastructure management and maintenance initiatives of Active Directory, along with managing mobile device accounts and support, handling remote desktop setup and support, and facilitating conference room A / V support (i.e. creating and managing accounts on video conferencing). Liaised among telecom provider to resolve issues.
• Demonstrated skill in configuring cable mapping between wall outlets and patch paneling and identifying unlabeled outlets for an NEC system phone rollout. Patched wall sockets to phone system and identified ports on NEC UX5000 system. Executed reports on users’ phone system usage. Handled Salesforce administration (i.e. creating user accounts).
• Reorganized users and made required system changes for an NEC system rollout.
• Expertly programmed handsets and systems for all daily changes and additional users.

Recruiting Company (2013-2015)
Project Team

• Led targeted new client installations, existing client equipment upgrades, and multi-site maintenance visits for
• MAC/DMAC projects, Windows 7 and Blackberry rollouts, and desktop and clinical systems support. Developed comprehensive documentation for supported environments. Supported complex setup of senior-level clients’ PC setup.
• Performed Level II support to identify causes and recommended resolutions to users and senior management. Trained management on new deployed devices. Used a service desk request tracking system to receive, analyze, resolve, and closed user requests. Provided Soft Tokens and SecureIDs to clients. Delivered Level I support on EPIC systems.
• Ensured seamless migration, deployment, and setup of 300+ workstations per clients’ needs.
• Led activation, configuration, and deployment of 200+ Blackberries to executives and senior managers.
• Troubleshot clinical information systems, EMRs, and Microsoft Office, hardware, and connection issues for
• 1,700+ users throughout the Bronx, Yonkers, and Tarrytown locations and trained users on applications use.

Giorgio Armani  (2010 – 2013)
Senior IT Specialist

• Expertly managed, created, and/or deleted user accounts within Active Directory. Led support of Cisco phones via Cisco
• Unified CallManager (CUCM). Added, deleted, and changed accounts in Domino Server 7.0 and 8.5. Configured Lotus
• Notes 7 and 8.5 on client end and Blackberries and iPhones for corporate users utilizing BES/McAfee EMM.
• Coordinated physical moves of PCs, printers, laptops, printers, and peripherals. Managed weekly tape backups.
• Troubleshot connectivity issue for remote and local users via LANDesk. Setup and configured VM desktop/ThinClients.
• Configured laptops/MacBooks, workstations, and desktop in a MAC OS 10.x/Windows 7 and XP environments.
• Collaborated with business units to provide feedback on equipment, hardware, and software relocation.
• Continually provided input to Project Manager and/or Project Director regarding team member performance.

IT Company (2009-2010)
ISC Manager

• Applied strong leadership talents toward mentoring and managing a team of 10 repair technicians for the Department of Education, including collaborating with department decision-makers to ensure business-critical issues were promptly escalated. Coordinated efforts with parts logistics, warehouse, and repair technicians to efficiently complete calls.
• Led support service delivery throughout the NYC Metro area for the Department of Education.
• Continually ensured that SLAs and escalation procedures were met within agreed-upon deadlines

Bear Stearns ￨ JPMorgan Chase (2006 – 2009)
IMAC Manager

• Mentored and managed a NY Metro-based 17-member installation team while providing Level II technical support to all technicians. Regularly interfaced with client’s executives to define and deliver end-to-end solutions. Served as the designated point-of-escalation for client trouble tickets escalated from Help Desk for resolution within a timely manner.
• Optimized the use of labor resources by monitoring queues and assigning installation work orders. Collaborated with technical staff for the relocation of network and PC equipment. Researched, presented, and implemented operational
• process improvements. Facilitated high-level trouble tickets for system issues and project moves of trade floors.
• Established standardized processes for installation, documentation, and quality assurance.
• Led operational support programs to secure long-term business and optimize productivity levels.
• Reduced administrative and direct labor costs by preparing and executing a beneficial IT strategy.
• Improved performance and business functionality by initiating numerous results-generating projects.
• Restructured Design Strategy Department Project with systems to establish scalablity for future growth.

Job Corps (2004-2006)
Information Technology Instructor

• Leveraged broad scope of industry knowledge toward delivering excellence in 1:1 and/or group IT instruction, including within a shop or lab environment. Designed classroom study guides and lectures in the use and maintenance of computer equipment. Evaluated progress of students’ LAN, Microsoft Office, IE, and equipment repair knowledge.
• Upgraded workstations and printers while using Job Corps students for in-house work.
• Developed solutions to provide regular weekly backups of IT program classes and key data.
• Launched a new network infrastructure within the IT cluster to improve classroom systems efficiency.
• Additional Desktop Support / Engineer Roles with JPMorgan Chase, NYC MTA & CompuCom Provided Upon Request

Education and Certifications

• Cybersecurity Major
• ITIL v3 & v4 Foundation ￨ MCSE ￨ MCSA ￨ MCDST ￨ MOS ￨ MCP ￨ AZ-900 ￨ SC-900 ￨ MS-900 ￨ CompTIA Network+ & A+
• CompTIA CE Certified
• Veteran, United States Marine Corps