HIGHLIGHTS OF QUALIFICATIONS

13 years of experience in hardware, software and network support Experienced in managing and leading a desktop infrastructure engineering team Experienced in managing and leading a large tier 2 desktop support team Experienced in managing and leading a large field technical support team Experienced in managing complex IT projects Experienced in training and presenting to small and large audiences Demonstrated organization, prioritization and project management skills Demonstrated ability to manage detailed plans in support of strategic goals and a track record of establishing priorities and meeting deadlines Strong problem solving, interpersonal and analytical skills Ability to grow in all positions and give quality customer service

RELEVANT EXPERIENCE AND ACCOMPLISHMENTS

Confidential- Manager of Enterprise Desktop Infrastructure Engineering - 09/08 to 09/09

Responsible for forecasting and budget management Managed the engineering lab, assets and resources Recruited, hired, trained and developed employees Managed multiple complex IT projects simultaneously Managed and controlled the enterprise technology stack Evaluated, tested and implemented new technologies Responsible for the retail tax office network and infrastructure design and setup process Oversaw the design and development of automated infrastructure setup tools to reduce field labor Oversaw the server, desktop and laptop image build processes and development Worked with stakeholders and application teams to identify and document image requirements Oversaw image deployment to the entire enterprise (WHQ, Retail Tax, SBR, Admin Centers, etc) Managed the configuration and monitoring of 6 enterprise servers (3 physical, 3 VM) running SQL Server 2005, IIS 6.0 and terminal services for field reporting, FTP, HTTP, remote access and image deployment Oversaw the OS patch/update management and deployment process for the enterprise Met with stakeholders to plan and coordinate patch/update deployment timelines Oversaw anti-virus deployment, maintenance and updates for the enterprise Responsible for hardware requirements, evaluation, testing and selection Analyzed and recommended changes to business processes, policies and information systems Developed comprehensive testing and evaluation plans for cross-functional applications Responsible for break fix development and deployment Worked with vendors to resolve issues and provide solutions Experienced in all Microsoft Office products and Visio

Confidential- Field Network Engineer/Manager of Remote Support - 10/03 to 09/08

Managed 60+ Tier 2/3 Remote Support technicians and field network engineers in support and incident management of 12,000+ retail tax offices Responsible for the budget (forecasting, labor management and cost control) Participated as a member of project teams to prepare for production support for all new releases and implementations of internally developed and vendor applications Managed the field early release testing environment for software deployments Provided system monitoring to ensure sponsored applications are operational during pre-defined and critical time periods Coordinated production emergencies with internal experts and key vendor partners Developed and maintained production support process tracking and documentation Responsible for the development of the technical training curriculum and technical training of staff Developed technical, procedural, training and support documentation Designed, analyzed and provided tier 3 support for field networks Supported field network connectivity (T1, Frame Relay, MPLS, DSL, cable, wireless) Analyzed, troubleshot and identified technical and network issues and proposed solutions as well as providing updates and communication to users and the management teams Provided tier 3 support for VPN and remote network access Responsible for the development of field server, desktop and laptop images Developed and documented the image build processes Responsible for image deployment to the Confidentialretail tax environment Proactively monitored network systems for expected results, trends and improvement areas Assisted with Quality Assurance testing efforts when appropriate Evaluated, tested and implemented new technologies Worked with vendors to resolve issues and provide solutions Recommended upgrades, patches, new applications and equipment Provided equipment purchase recommendations to the business System administration and active directory experience Expert in Microsoft XP, Vista and Server 2003 operating systems

Confidential- Region Technology Manager - 10/00 to 10/03

Managed the 20+ field technical support staff, including technical standards oversight, troubleshooting, project coordination and hardware support for 330+ tax offices in the region Scheduled and managed the installation, configuration and shutdown of the tax offices Acted as a field extension of the WHQ Field Network Services team and as a liaison between the districts in the region and WHQ for all technical components of the WAN & LAN for field offices Managed activities of all support staff to ensure projects adhere to milestones and completion dates Provided technical support, technical training, and subject matter expertise to field support staff Managed the budget and controlled expenses while meeting operational, financial, and service requirements Responsible for asset management and tracking Managed key vendors and internal contacts to expedite problem resolution, escalation, and notification Trained region and district personnel on technical standards from WHQ in support of applications and business initiatives for the company Assisted with integration testing and user acceptance testing for WHQ Expert in Microsoft 2000, XP and Server 2000 operating systems

Confidential- District Technical Support Specialist - 11/99 to 10/00

Provided technical support to 20 Confidentialretail tax offices and their associates Installed, configured and maintained the network, PCs, printers, applications and connectivity Supported various proprietary software packages (Tax prep and E-file software) Experienced in MS DOS, Win3.1, Win95, Win98, WinNT, MS Office and Outlook

Confidential - PC Technician - 11/98 to 10/99

Experienced in building, upgrading, repairing and troubleshooting PCs Application installation and troubleshooting Installed and configured all Microsoft Operating Systems Configured and supported small business systems and networks CompTIA A+ Certified

ADDITIONAL INFORMATION: Confidential- 2008 Leadership Award - Team of the year Confidential- 2000 Employee of the year award Confidential Installing, Configuring, and Administering 2000 Professional Certification Confidential Installing, Configuring, and Administering 2000 Server Certification Confidential Implementing a Microsoft 2000 Network Infrastructure Course Confidential Managing a 2000 Network Environment Certification Confidential Installing, Configuring, and Administering Windows XP Pro course CompTIA - A+ Certification TESST Advanced Systems - A+ Certification Course Crawford & Company - ARMS Liability Class & Liability Claims Adjusting Course Confidential - Basic Operations Course & Equipment Training Course

References and salary history available upon request