IT Manager of Operations

Technology professional with experience managing a diverse team in a fast-paced environment. Consistently promoted within current organization while maintaining hands-on expertise of applications and systems utilized by end users.
Expertise Highlights

• IT Operations Manager
• Network & Systems Administration
• Strategic Technology Planning
• Data/Business/Systems Analysis
• IT Training and Help Desk management
• Major Software/Systems Implementations
• Systems Security & Disaster Recovery Planning
• Testing/Scripting/Documentation
• Technical Writing (Manuals/System Specs)

Professional Experience

Confidential, Philadelphia, pa 1999 - Present
Northeast Regional Manager of Operations September 2007 - Present

Promoted to role of Regional Manager of Operations to oversee all daily IT operations functions in the Northeast covering four offices, 600 users and a team of eleven including two supervisors. Manage team to guarantee adequate levels of support to users and peers, manage special projects and firmwide initiatives as needed. Responsible for all videoconference meetings within the region. Develop and review metrics to ensure the highest level of customer service and technical support is provided, including installation, configuration, and maintenance of hardware and software. Participate in staff, administrative and attorney meetings on a regular basis to gather feedback to determine how to best meet business needs. Assist management and Human Resources regarding employee selection, assimilation, development, performance management, and retention. Ensure proper notification to users for all IT issues and events. Manage vendor relationships, budgets, and contracts in support of local office operations. Technical Team lead (Firmwide manager) of virtual backup team responsible for three data centers and 24 worldwide offices. Design and update complex backup environment transitioning from multiple backup technologies to single CommVault based solution responsible for backing up 6PB of data annually. Prepare training materials and document procedures as necessary. Maintain extensive knowledge of all firm IT systems and applications to provide direction with regard to troubleshooting as well as assist in the planning, testing and implementation of software systems and other initiatives and to evaluate users' needs. Led team in transition from Docs Open to InterWoven FileSite document management system. Successfully led local telelphony upgrade from Nortel Meridian to Cisco IP based phone system. Upgraded the local office power systems to complete APC Symmetra system to ensure emergency power. Led Technical (including Audio/Visual) requirements of office renovations committee working with local Business operations manager during major renovation and expansion of offices including full floor conference centers.

Transferred to the Philadelphia office upon the request of the Firm, tasked with improving IT customer service levels after proven success within the New Jersey offices. Responsible for the overall IT operations and support functions, covering 400 users. Supervised a team of six, including system administrators and help desk/training staff. Responsible for day-to-day operations including the completion of necessary record-keeping and guarantee of adequate levels of support to users and peers. Provided technical support, directly and through team members, to users, including installation, configuration, and maintenance of hardware and software as well as networking and data communication technologies. Oversaw in-house training to ensure that user-focused training was provided. Prepared user notices, bulletins, and newsletters. Maintained extensive knowledge of all firm operating systems and applications in order to successfully assist in the planning, testing and implementation of various software systems and other initiatives and evaluate users' needs. Coordinated roll out of 300 Blackberry devices and their ongoing support. Led HEAT Call Tracking pilot system; establishing and documenting standards to be used on a firmwide basis. Co-Lead on Network security project, establishing protocols and procedures for enhanced IT and end user network security protocols. Led Technical (including Audio/Visual) requirements of office renovations committee working with local Business operations manager during major renovation and expansion of offices including full floor conference centers. Technical team lead to centralize and consolidate offices systems and applications to firm standardized hardware and applications within consolidated data center utilizing Citrix for the majority of applications.

IT Systems Administrator January 2000 - September 2002

Sole on-site administrator responsible for ensuring all systems and applications were maintained on a day-to-day basis. Maintained all LAN hardware, network security, backups, servers, desktops, laptops, printers and software applications and other hardware and software associated with IT use within the office. Provided server maintenance in a mixed mode environment with Novell NetWare, Windows NT 4.0 and Windows 2000 servers. Analyzed and resolved problems associated with server hardware, operating system, and application software. Provided end user support on all LAN-based applications.

Applications Training/Support Specialist June 1999 - January 2000

Performed all Helpdesk, desktop, and training responsibilities for 150 end users on Microsoft Office, Windows, Docs Open, Elite and other applications. Provided ongoing troubleshooting assistance to all employees regarding training and support of hardware and software including contacting vendors when necessary. Developed training materials and courses; conducted training classes for staff and attorneys.

Confidential, Vienna, va 1994 - 1999
PC/Network Support Specialist (part time/concurrent with college studies)

Provided technical assistance for hardware, software, and communication problems for 300 local users and 2000 worldwide. Provided extensive technical documentation of various support procedures. Assisted in management and support of Novell NetWare 4.11 and Windows NT. Researched and Investigated company-wide hardware and software standards. Troubleshot, repaired, and upgraded hardware at onsite and off-site locations.

Education

Bachelor of Arts in Economics – Minor: Communications Technology Summary

Applications: Microsoft Office, Interwoven WorkSite, Citrix, CommVault, Veritas BackupExec, Legato Networker, Active Directory, Microsoft Exchange, PC Docs Open, Altiris, Heat call tracking, Compaq Insight Manager, HP JetDirect, Norton Ghost, Microsoft SharePoint, Microsoft Project,
Systems:Windows, Apple, Blackberry, Android, HP, Canon and Oce printers, NetWare, APC InfraStruxure Central