SUMMARY:

• I have accumulated over 10 years of technical support and management experience serving the medical,, and information technology industries. I have earned my Bachelors, A+, Network+, and Security+ s. Improving cybersecurity has been placed at the forefront of my current responsibilities which has further enhanced my skillset.
• As networking and cybersecurity are my passions and career focus, I have invested in learning tools for Cisco, Redhat, and Kali Linux. My free time consists of the joy of creating labs using Cisco VIRL, GNS3, and VMware Workstation Pro. I am currently preparing for the 200 - 125 CCNA exam.

PROFESSIONAL EXPERIENCE:

Deskside Service Administrator

Confidential

Responsibilities:

• DTI/ Confidential company merger and subsequent organizational restructuring necessitated my title change from IT Manager to Deskside Service Administrator. Despite this change, my IT Manager responsibilities remain the same with a renewed focus on improving our cyber security posture
• I am proud to say my last review was excellent which ed me a raise and a bonus
• Responsibilities include: asset hardening in compliance with corporate objectives, domestic and international law, access control, provisioning and review, asset audit/inventory/deployment, utilizing enterprise encryption tools, incident and event monitoring and response; international team collaboration
• Tools Utilized Daily: SCCM, Clonezilla, Active Directory, TrendMicro enterprise policy server via the Microsoft management console(MMC) and client install, McAfee management console, Crashplan admin console, RSA security console, Service Now, Workday, Checkpoint admin console, Bitlocker, Office 365 administrators portal, Microsoft Teams, Windows10,MacOS, Apple and Android mobile devices, LogMeIn Rescue Technician console

IT Manager

Confidential

Responsibilities:

• Manage all IT operations of client satellite offices as well within headquarters
• Serve as liaison to vendors and offsite resources
• Manage and coordinate expansion projects

Service Support Manager

Confidential

Responsibilities:

• Responsibilities Included: Managing a team of 16, SLI and phone call monitoring, managing Avaya console, Altiris deployment console and Exchange, supporting and providing for ServSuite, Tempo, AS400 for Focus and JD Edwards profiles, working alongside the procurement team to order and deploy requested hardware and software, deployment of mobile devices
• Tools Utilized Daily: MS Office, MDM for iPad, iPhone and Android, Remedy ticketing system, Dameware remote access tool

Tier 3 Technical Support Engineer

Confidential

Responsibilities:

• Responsibilities Included: Supporting a combined total of over 700 clients for Pioneer Health services, Restora Healthcare, Dentistry for Children, Evergreen Private Care, and the Healthcare Resource Group, onboarding of new staff and terminating access for ex-employees, setup of local scan folders to retrieve x ray documents, rebuilding of corrupted windows user profiles, troubleshooting hardware and software issues, VM clients on terminal pc’s, RDP access issues, general network connectivity, McKesson scanning issues, installation, configuration and troubleshooting of CPSI, SFTP site creation
• Tools Utilized Daily: Administration of Office 365 email, Active Directory and Exchange server, Vsphere/ VmWare, virtual machine creation and configuration, ConnectWise ticketing system, Kaseya to establish remote access, Shoretell softphone and MS Lync for inter-office as well as vendor communication, Cisco VPN AS400, network/ USB printers, Office 365 Suite, Android, iPhone, and iPad

Field Services Manager and Epic COMPLIANCE (Contractor)

Confidential

Responsibilities:

• Responsibilities Included: Managing and serving as lead for field services team of 8, assisting with hospital wide transition(GoLive) from McKesson to the Epic software system, testing and ensuring equipment compatibility with Epic software using custom scripts, completed imaging using Novell Zenwork, installed configured and maintained the mobile carts, ergotron wall units and tracking board computers throughout Kennestone Hospital

IT Manager of user services

Confidential

Responsibilities:

• Responsibilities Included: Managing local IT concerns, procurement of graphic design software and computer assets, office moves, workstation deployment and set up in New York and Miami servicing over 200 end users, Remote support (TightVNC/join.me) for staff in NJ, Miami, NYC, Russia, London, and China, set up Avaya 9608 VoIP phone for new users and utilized admin console for voicemail reset. Email support: Lotus traveler (iPhones, Android), Lotus client with Sametime (Mac and PC), Life cycle management, patch paneling from MDF to switch and Aruba console, Xerox Colorqube 9201 copy machine- setup, maintenance, parts replacement, accounting codes, managed address book and other user features. Imported calendars and contacts from Gmail to Lotus notes, added over 70 Mac OSX and Window 7 computers using Active Directory to Havas domain, created and maintained security groups of PCs and folder access for both Havas and Ignition following the acquisition of Ignition
• Tools utilized daily: MacOSX, Time Machine, Crash Plan, image/backup and restoration using Windows 7 built in backup utility, Norton Ghost server, Active Directory, ooVoo

Help Desk Support Analyst

Confidential

Responsibilities:

• Responsibilities Included: Supporting the entire ACS staff across the US, Puerto Rico, Hawaii, and Alaska. Troubleshooting Mac(Snow Leopard and Lion), Windows 7 issues, propriety and enterprise software, mapping and installing printers, as well as access issues. Installed and configured: Aventail VPN, Lotus Notes and Sametime, managing iOS devices iPad and iPhone on EMM Mobile Iron Server, as well as Blackberry mobile devices on the Blackberry Enterprise Server
• Tools Utilized Daily: Bomgar for remote access, support ticketing system, Lotus notes and Sametime, Active Directory, Groupflow, IDVault, and ID manager.

Help Desk

Confidential

Responsibilities:

• Responsibilities included: Supporting the entire Dell SecureWorks Division, on site and remotely for the U.S and the U.K. Additionally, aided in issues concerning VPN, Dell Portal Login, machine login, permissions, reimaging, and troubleshoot diverse software and hardware problems
• Tools Utilized Daily: LANDesk Management Suite to push installations of software, drivers, patches, updates, as well as remote desktop control in a Windows 7 environment. Request Tracker (RT) ticketing system, Microsoft Outlook, Office Communicator for support through text and remote desktop control and Active directory. Citrix Admin, Explorer++, and admin rights to service users. WebEx, TeamViewer, Office Communicator,