SUMMARY:

• Highly skilled and accomplished IT Leader with expertise as a Mobile Messaging Engineer, Network Operations Engineer, Desktop Engineer and Senior Systems Analyst working in diverse industries including healthcare, manufacturing, investment management, banking and broadcasting.
• Team Leadership
• Value - Added Services
• Project Management
• Customer Service/User Requirements
• Network Operations
• Cross-Functional Communication
• Implementation Management
• Diagnostic/Troubleshooting
• Change Management
• Continuous Quality Improvement
• Vendor Management
• Strategic Planning

TECHNICAL SKILLS:

Software: Windows, PowerShell, GPO, Altiris, Citrix Director, Bomgar Console, Active Directory, SCCM, BES Server, XenMobile, ActiveSync, NotifyLink, MobileIron, VPN Software, ACE Server, RSA Secure ID, Citrix, VMware, vSphere, Hyper-v, Novell, ZEN, Remedy, CheckPoint, Veritas Backup Exec/Virtual Backup, Microsoft Office, Exchange, Symantec, Forefront, OpenText, eDOCS DM, MDS Reuters, Bloomberg, Citrix EdgeSight, IBM Director, SAP, CRM Solutions, Identity Managemant

Hardware: PC, Laptops Servers and Workstations, MacOS, Mobile Devices (iOS, Android, Devices), Nortel, Cisco Routers and Switches

WORK EXPERIENCE:

Confidential

SERVICE DELIVERY ANALYST

Responsibilities:

• Configure devices with an MDM software (MobileIron) in accordance with IT Security Compliance
• Provide technical support for about 20,000+ devices in North America
• Partner and communicate with external vendors to ensure timely provision of services and the resolution of incidents
• Communicate and assist the service desk to resolve service request and incidents through the ITSM platform (ServiceNow)
• Monitor and manage devices to ensure they are compliant using a Management Information and Data Analysis System (MIDA)
• Document all processes and procedures of tasks performed according to ITIL best practices
• Conduct regular for staff, leveraging SME for each business application
• IT Asset Management and Asset Tracking to ensure new and existing users get requested hardware
• Involved in contract negotiations and vendor selection based on quality and pricing
• Function as team or site leader providing direction to other technicians
• Provides follow-up on problems or escalation
• Ensures customer satisfaction throughout the service delivery transaction
• Ensures client specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system

Confidential

DESKTOP ENGINEER

Responsibilities:

• Design and implement architecture, hardware, software, mobile, network infrastructure, and telecommunications solutions.
• Align technology solutions with lean and efficient operations, compliance, employee productivity, data collection, reporting, and bottom-line profitability.
• Deploy software packages using Altiris Solutions.
• Collaborate with executives, administrators and clinical teams to ensure that technology improves operational performance.

Confidential

NETWORK OPERATIONS SYSTEMS ENGINEER

Responsibilities:

• Provided network support covering troubleshooting, Windows OS, software and BIOS upgrades, and WMI repairs in a VM environment, set-up and monitoring of anti-virus software, and mobile, OS and Android configurations.
• Scanned network for unrecognized devices using TCP/IP and FTP, monitored server virtualization using VMware ESX, deployed updates to login scripts with PowerShell, and created/maintained PC and laptop images.
• Served in a Project Coordinator role requiring cross-functional team facilitation and consensus building.
• Changed the paradigm of IT from a cost center to a value-added function, linking solutions to cost efficiencies, productivity, lean operations, network integrity, and reliability.

Confidential

CONSULTANT, DESKTOP ENGINEER

Responsibilities:

• Architected desktop and laptop solutions to meet business requirements and provide product recommendations, as well as create desktop build specifications.
• Developed and maintained processes for IT Services to perform set-up, installation and configuration of desktop hardware and software and mobile devices.
• Researched and understood new desktop technologies, developed designs and planned implementations.
• Provide Level II desktop support, as well as Level II and III support to the IT Service and Application Services teams.
• Mitigated risk to the desktop operating environment by working closely with security and compliance teams.
• Provided server support for HHC and other healthcare facilities within HHC’s environment.
• Maintained image library for workstations/laptops and updated images as necessary.
• Added users to a BlackBerry Enterprise Server (BES 1500 user environment).
• Integrated new PDA technologies into existing GroupWise environment.
• Managed an Active Directory environment and worked with wireless providers AT&T and Verizon.

Confidential

SYSTEM ANALYST

Responsibilities:

• Provided server support for Preoperative, Radiation and Oncology departments at Montefiore Medical Center.
• Trained Operating Room Nurses and physicians on a paperless system to maximize use of the ORs.
• Assisted in the design of patient tracking system (Smart Board).
• Implemented NotifyLink messaging solutions for PDAs-RIM, Windows Mobile and Palm.
• Integrated new PDA technologies into existing GroupWise environment.
• Interfaced with VIP Doctors to train on BlackBerry use.
• Introduced BES to the medical center and demonstrated the return-on-investment on its implementation.
• Worked with BlackBerry Smartphone and Java compatible devices-HP, HTC, Nokia, Motorola, etc.
• Provided third level support to helpdesk, desktop and internal/external/vendor customers.
• Provided second level support to helpdesk, desktop and internal/external/vendor customers.
• Provided reports to senior management on a bi-weekly basis.
• Participated in several weekly calls for database consolidation.
• Use Microsoft Access and Oracle to pull reports from Sybase server snapshots.
• Provided support to users of remote access and VPN products.
• Administered BlackBerry users in a mixed Exchange environment.
• Supported 100,000+ remote access users and 25,000+ BlackBerry users.

Confidential

CONSULTANT/MOBILE COMPUTING ENGINEER

Responsibilities:

• Implemented messaging solutions for PDAs-RIM, PPC and Palm.
• Integrated new PDA technologies into current Exchange 2003 environment.
• Communicated bi-weekly with RIM concerning updates, patches and hot-fixes.